Urgent Care Co-Ordinator

Primary Care 24; Grimsby; On-site; GBP 17,000 - 19,000; Part time

Benefits offered by this job

27 days annual leave pro rata

Cycle to work scheme

Blue light card eligibility

Colleague wellbeing package

Job summary

Primary Care 24 is seeking Urgent Care Coordinators to join a busy Urgent Care Call Centre at our Wavertree head office, onsite. The role covers shift-based duties handling calls, managing patient flow, and safeguarding across a NHS-inspired environment.

Ideal candidates have strong communication, IT literacy, and prior call centre experience within healthcare settings. Benefits include NHS-style scope, flexible weekend shifts, and staff wellbeing support.

Qualifications

• Excellent communication skills both verbal and written.
• Computer literate and competent using IT systems.
• Previous call centre/telephone answering experience.
• Experience of working in a healthcare environment is desired.
• Time management and priority management experience.

Responsibilities

• Manage calls into the service following relevant procedures ensuring all calls are answered within set timeframes.
• Manage patient flow ensuring patients are seen in the correct capacity according to clinical need.
• Handle incidents, complaints, compliments and safeguarding and elevate where necessary.
• Ensure handovers are robust at the end of each shift, with any vital updates communicated.
• Have knowledge of all policies and procedures ensuring they are put into action on each shift.
• Liaise with drivers arranging home visits. Contact patients to arrange face to face appointments.
• Report any urgent cases and any clinical or operational issues to relevant operation teams and clinical teams.
• Log correctly and confidentially any information into clerical systems.

Skills

Excellent communication

Verbal and written

IT systems

Call centre experience

Healthcare environment

Time management

Job description

Do you have great communication & call handling experience? Primary Care 24 (PC24) are looking for Urgent Care Coordinators who will join a busy Urgent Care Contact Centre, where you will handle the calls into the service.

Department: Urgent Care Call Centre Location: Wavertree Technology Park head office Onsite

Shifts: Part time shifts available - Saturday 18:00-23:00, Sunday 08:00-13:00 and Sunday 13:00-18:00

Main duties of the job

Manage calls into the service following relevant procedures ensuring all calls are answered within set timeframes.

Manage patient flow ensuring patients are seen in the correct capacity according to clinical need.

Handle incidents, complaints, compliments and safeguarding and elevate where necessary.

Ensure handovers are robust at the end of each shift, with any vital updates communicated.

Have knowledge of all policies and procedures ensuring they are put into action on each shift.

Liaise with drivers arranging home visits. Contact patients to arrange face to face appointments.

Report any urgent cases and any clinical or operational issues to relevant operation teams and clinical teams.

Log correctly and confidentially any information into clerical systems.

About us

Primary Care 24 (PC24) is a not-for-profit social enterprise established in 2004, predominately delivering NHS contracts. The majority of our surplus is reinvested in patients and staff. We believe that primary healthcare should be accessible for everyone and are committed to delivering the best quality care we can, challenging social exclusion and working locally, where and when we can, to support our communities. We combine the best of the NHS with social enterprise innovation, developing solutions for NHS primary care and caring for our clinicians so that they can, in turn, care for our patients.

Come join our proud team!

Job responsibilities

Do you have great communication & call handling experience? Primary Care 24 (PC24) are looking for Urgent Care Coordinators who will join a busy Urgent Care Contact Centre, where you will handle the calls into the service.

• Manage calls into the service following relevant procedures ensuring all calls are answered within set timeframes.
• Manage patient flow ensuring patients are seen in the correct capacity according to clinical need.
• Handle incidents, complaints, compliments and safeguarding and elevate where necessary.
• Ensure handovers are robust at the end of each shift, with any vital updates communicated.
• Have knowledge of all policies and procedures ensuring they are put into action on each shift.
• Liaise with drivers arranging home visits.
• Contact patients to arrange face to face appointments.
• Report any urgent cases and any clinical or operational issues to relevant operation teams and clinical teams.
• Log correctly and confidentially any information into clerical systems.

What do I need?

• Excellent communication skills both verbal and written
• Computer literate and competent using IT systems
• Previous call centre/telephone answering experience
• Experience of working in a healthcare environment is desired
• Time management and priority management experience

Whats on offer?

• 27 days annual leave pro rata - previous NHS Service will be taken into account
• Cycle to work scheme
• Eligible to apply for blue light card
• Colleague wellbeing package - which includes a doctor line, access to Westfield rewards, wellbeing support and gym discounts.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.