Waiting Well Coordinator

RNIB; Peterborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading charity supporting individuals with sight conditions in the UK seeks a Waiting Well Coordinator to assist patients in navigating their eye care pathway. The role requires exceptional communication, empathy, and the ability to manage multiple CRM systems. RNIB offers comprehensive training, professional development, and a wide range of benefits including annual leave and a contributory pension. Join us to make a real difference in people's lives.

Benefits

26 days of holiday per year

Enhanced family friendly benefits

Contributory pension scheme with employer contribution of up to 11%

Employee discounts across over 800 retailers

Qualifications

• Experience of delivering information or advice services, preferably within a health or social care setting.
• Ability to work independently and as part of a multidisciplinary team.
• Strong administration skills, managing multiple CRM systems.

Responsibilities

• Respond promptly to inbound referrals from various channels.
• Gather relevant information to understand patients' challenges.
• Deliver person centred support with compassion.

Skills

Empathy

Exceptional communication skills

Organisational skills

Problem-solving skills

Tools

Microsoft 365

CRM systems

Job description

Are you passionate about making a real difference in peoples lives? The Royal National Institute of Blind People (RNIB) is the UKs leading charity supporting those living with a condition thataffects theirsight. We are dedicated to empowering individuals by providing life-changing support, information, and advocacy. Join our team and contribute to our vital mission to ensure that no one faces this journey alone.

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.

Main duties of the job

What You will 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 365 environment.

About us

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 workingequipping 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 800 retailers.

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

How to Apply

If you'd like to apply for this opportunity, please apply online, uploading your CV and supporting statement, telling us how you meet the essential criteria in the person specification.

Job responsibilities

Please see the duties of the role and required experience in the attached job description and person specification

Person Specification

Qualifications

• Please see the duties of the role and required experience in the attached job description and person specification

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.