Urgent Care Co-Ordinator

NHS Jobs; Liverpool; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

NHS pension

27 days annual leave pro rata

NHS benefits package

Cycle to work scheme

Blue light card eligibility

Professional development

Job summary

NHS Jobs in Liverpool is seeking Urgent Care Coordinators for our busy Urgent Care Contact Centre. You will manage incoming calls, ensure patients are seen as clinically appropriate, and coordinate handovers with clear updates at shift changes.

Ideal candidates will have excellent communication, IT literacy, and prior call centre experience, with a desire to work in a healthcare setting. Permanent salaried shifts and NHS benefits are offered.

Qualifications

• Excellent verbal and written communication skills.
• Proficient with IT systems and data entry.
• Experience in a call centre or telephone answering role.
• Strong customer service background.
• Experience in a healthcare setting is desirable.
• Ability to manage time and prioritise tasks.

Responsibilities

• Handle calls into the Urgent Care Contact Centre.
• Direct patient flow according to clinical need.
• Escalate incidents, complaints, safeguarding issues as required.
• Ensure handovers are robust at shift end with vital updates.
• Log information accurately in clerical systems.

Skills

Excellent communication

IT systems

Call centre experience

Customer service

Healthcare exposure

Time management

Tools

Clerical IT systems

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. 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 escalate 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
• Great customer service experience
• Experience of working in a healthcare environment is desired
• Time management and priority management experience

Whats on offer?

• £24,636.15 per annum (pro rata)
• Permanent salaried set shifts
• 27 days annual leave pro rata - previous NHS Service will be taken into account
• NHS pension
• car fleet & home electronics schemes
• 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.
• Professional development