Urgent Care Co-Ordinator - Call Centre

Primary Care 24; Liverpool; On-site; GBP 17,000 - 22,000; Full time

Benefits offered by this job

NHS Pension Scheme

Blue Light Card

Bank shifts

Job summary

Primary Care 24 (PC24) is seeking Urgent Care Coordinators to join a busy Urgent Care Contact Centre at our Wavertree Technology Park head office. You will handle calls into the service in a fast-paced environment.

The role focuses on managing patient flow, ensuring timely call responses, and maintaining robust handovers between shifts. NHS Pension Scheme and bank shift opportunities are included.

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 escalated 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

Communication

Call centre experience

Customer service

Time management

Tools

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

Salary: £13.04 per hourDepartment: Urgent Care – Call CentreLocation: Wavertree Technology Park head office – OnsiteShifts: 24/7 Operational call centre, Shift patterns available are 8am - 1pm, 1pm - 6pm, 6pm - 11pm & 11pm - 8amContract :Bank

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 escalated 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?

• £13.04 per hour
• Bank agreement, where you can bid for the shifts available that suit you.
• NHS Pension Scheme
• Eligible to apply for the blue light card

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.