Urgent Care Co-Ordinator

NHS; Liverpool; On-site; GBP 25,000; Part time

Job summary

A healthcare service provider in Liverpool seeks an Urgent Care Coordinator to join their busy contact centre. You will manage incoming calls, ensure compliance with procedures, and handle patient communications. Ideal candidates should have excellent communication skills, prior experience in a call centre, and a background in healthcare is preferred. This role offers a salary of £24,636.15 per annum, part-time with flexible shifts.

Benefits

27 days annual leave (pro rata)

NHS pension scheme

Colleague wellbeing package

Qualifications

• Experience in handling calls in a fast-paced environment.
• Ability to manage patient flow and handle incidents.
• Experience working in a healthcare setting preferred.

Responsibilities

• Manage calls into the service ensuring they are answered in set timeframes.
• Liaise with drivers for home visits and patients for appointments.
• Report urgent clinical or operational issues.

Skills

Excellent communication skills

Computer literate

Previous call centre experience

Customer service experience

Time management skills

Job description

Do you have great communication & call handling experience? We are looking for an Urgent Care Coordinator 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)Location: Wavertree Technology Park head office.Contract: Permanent Part timeShifts: 24/7 Operational call centre, Shift patterns available are Mon 4pm-Midnight, Friday 10pm -5am, Weekends 1pm - MidnightWhat will you be doingManage 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.

Main duties of the job

What do I needExcellent communication skills both verbal and writtenComputer literate and competent using IT systemsPrevious call centre/telephone answering experienceGreat customer service experienceExperience of working in a healthcare environment is desiredTime management and priority management experienceAbout usPrimary Care 24 (PC24) is a not-for-profit social enterprise established in 1990, delivering NHS contracts exclusively. 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.

About us

Whats on offer?£24,63615 salary per annum (pro rata)Part time permanent contract27 days annual leave (pro rata) previous NHS service will be taken into account.NHS pension schemeNHS car fleet schemeNHS home electronics schemeCycle to work schemeEligible to apply for blue light cardColleague wellbeing package - which includes a doctor line, access to Westfield rewards, wellbeing support and gym discountsColleague eventsCome join our proud team!This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore, it is advised to complete your application as early as possible to avoid disappointment.

Job responsibilities

Do you have great communication & call handling experience? We are looking for an Urgent Care Coordinator who will join a busy Urgent Care contact centre, where you will handle the calls into the service.

Location: Wavertree Technology Park head office.

Shifts: 24/7 Operational call centre, Shift patterns available are Mon 4pm-Midnight, Friday 10pm -5am, Weekends 1pm - Midnight

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 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
• Experience of working in a healthcare environment is desired
• Time management and priority management experience

About us

Primary Care 24 (PC24) is a not-for-profit social enterprise established in 1990, delivering NHS contracts exclusively. 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.

Whats on offer?

• £24,63615 salary per annum (pro rata)
• 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

Come join our proud team!

This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore, it is advised to complete your application as early as possible to avoid disappointment.

Person Specification

General Requirements

• Please refer to job description above
• Please refer to job description above

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.