Urgent Care Co-Ordinator

Primary Care 24; Liverpool; On-site; GBP 22,000 - 27,000; Part time

Benefits offered by this job

NHS pension

Car fleet & home electronics schemes

Cycle to work scheme

27 days annual leave pro rata

Blue light card eligibility

Colleague wellbeing package

Professional development

Job summary

Primary Care 24 is seeking Urgent Care Coordinators to join a busy Urgent Care Contact Centre in Liverpool. You will manage calls, patient flow and handovers, ensuring requests are handled promptly and safely.

The role requires excellent communication, IT competency, and prior call centre experience. The position offers pro rata salary, part-time weekend shifts, NHS pension, cycle to work and wellbeing benefits.

Qualifications

• 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.

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 escalates 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

Computer literacy

Call centre experience

Customer service

Healthcare environment experience (des

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.

Salary: £24,636.15 per annum (pro rata)Department: Urgent Care – Call CentreLocation: Wavertree Technology Park head office – OnsiteShifts: Part time shifts available- Saturday 18:00-23:00, Sunday 08:00-13:00 and Sunday 13:00-18:00

What will you be doing?

• 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 escalates 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

What’s on offer?

• £24,636.15 per annum (pro rata)
• Permanent salaried part time 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

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!