About this role
Job summary
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: £24,636.15 per annum (pro rata)
Department: Urgent Care Call Centre Location: Wavertree Technology Park head office Onsite
Shifts: Part time shifts available - Saturday 18:00-23:00, Sunday 08:00-13:00 and Sunday 13:00-18:00
Main duties of the job
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.
About us
Primary Care 24 (PC24) is a not-for-profit social enterprise established in 2004, predominately delivering NHS contracts. 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.
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.
Job description
Job 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 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
- Great customer service experience
- Experience of working in a healthcare environment is desired
- Time management and priority management experience
Whats on offer?
- £24,636.15 per annum (pro rata)
- Permanent salaried set shifts
- 27 days annual leave pro rata - previous NHS Service will be taken into account
- NHS pension, car fleet & home electronics schemes
- 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.
- Professional development
Person Specification
General Requirements
Essential
- Please refer to job description above
Desirable
- 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.
Employer details
Employer name
Primary Care 24
Address
Wavertree
L13 1FB
United Kingdom
Employer's website
https://primarycare24.org.uk/ (Opens in a new tab)