Urgent Care Contact Centre Coordinator - 24/7 Shifts

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

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.