Waiting Well Coordinator

Royal National Institute of Blind People; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading charity organization in London is seeking a Waiting Well Coordinator. This role focuses on providing support to individuals navigating their eye care pathway, delivering person-centred assistance and ensuring effective communication. Candidates should have experience in health or social care settings, empathy, and strong organisational skills. The position offers a comprehensive training program and various employee benefits, including competitive leave and pension contributions.

Benefits

26 days of holiday per year

Enhanced family-friendly benefits

Contributory pension scheme with up to 11% employer contribution

Employee discounts across various retailers

Qualifications

• Experience delivering information or advice services in a health or social care setting.
• Ability to work independently and under pressure.
• Experience in a multidisciplinary team.

Responsibilities

• Respond promptly to inbound referrals and contact patients quickly.
• Gather information to understand patient's challenges.
• Deliver person-centred support compassionately.
• Champion the requirements of individuals with sight-affecting conditions.

Skills

Empathy

Exceptional communication skills

Strong organisational skills

Problem-solving skills

Tools

CRM systems

Microsoft Office

Job description

About the Role

We are looking for an enthusiastic and professional individual to join our team as a Waiting Well Coordinator. As a Waiting Well Coordinator, you will play a vital role in supporting individuals as they navigate their eye care pathway. This telephone-based position centres on understanding the unique needs of each patient, swiftly and effectively assessing their situation, and ensuring they are connected with suitable support services. Your aim is to help people live independently, build confidence, and advocate for their own care by providing practical solutions and emotional support.

What You’ll Do

• Respond promptly to inbound referrals from a variety of channels, ensuring contact with patients at the earliest opportunity and within agreed Service Levels.
• Gather relevant information to understand patients’ challenges and expectations.
• Deliver person centred support in a thorough and compassionate manner.
• Champion the requirements of individuals with sight-affecting conditions across health and social care services and internally.
• Understand, apply, and manage specific safeguarding risks and regulatory requirements in line with RNIB Safeguarding policies

Key Requirements

• Empathy, compassion, and exceptional communication skills.
• Experience of delivering information or advice services, preferably within a health, social care or community setting.
• Ability to work independently and under pressure and as part of a multidisciplinary team.
• Strong organisational and problem-solving skills.
• Excellent administration skills, with the ability to manage multiple CRM systems across RNIB whilst working within the Microsoft environment.

Professional Development

At RNIB, we provide comprehensive induction training, ongoing learning opportunities, and access to support networks. You will develop valuable skills in patient liaison, advocacy, and multi-agency working—equipping you for a long and fulfilling career in healthcare or the charity sector.

What We Offer

RNIB prides itself on being a great place to work with a positive, progressive culture. We offer a wide range of benefits including 26 days of holiday per year (plus bank holidays) which rises with service, enhanced family friendly benefits, a contributory pension scheme with an employer contribution of up to 11% and a rewards platform with employee discounts across over retailers.

For more information on our available benefits, please visit our Benefits of Working at RNIB page.