Care Coordination Manager

About The Role

We're looking for an experienced, confident and resilient Care Coordination Manager to lead the delivery of Unscheduled Care Co‑ordination Hub (UCCH) services across Mid and South Essex and Norfolk & Waveney. This is a pivotal operational leadership role within our Operations team, with responsibility for real‑time service delivery, performance management and escalation across live UCCH services. You'll be the first point of contact for service delivery issues on shift, leading operational decision‑making and escalating through on‑call structures where required.

Reporting to the CAS and UCCH Operations Manager, you'll lead UCCH Care Coordinators and work closely with Team Managers and system partners to ensure services consistently meet contractual, quality and performance standards. You'll play a key role in maintaining service stability, responding to fluctuating demand and driving continuous improvement in patient experience, quality and efficiency. This is a highly operational, hands‑on role suited to someone who is confident managing live services, interpreting performance data in real time and leading teams through pressure and complexity.

The service operates across a 7‑day rota between 08:00 and 20:00, including evenings, weekends and bank holidays. We are recruiting 1 Care Coordination Manager (full‑time) and welcome flexible discussions around ro‑tas to support service delivery.

• Leading real‑time operational delivery of UCCH services across multiple contracts
• Acting as the first point of contact for service delivery issues and on‑shift escalation
• Monitoring and interpreting performance data to proactively manage demand and service pressures
• Ensuring compliance with National Quality Requirements, KPIs and contractual standards
• Liaising with internal support teams including Workforce, IT Service Desk and clinical leadership
• Acting as a central point of communication for colleagues and external stakeholders during live service delivery
• Supporting coaching, mentoring and development of UCCH Coordinators
• Contributing to continuous quality improvement and learning from incidents and performance trends

You're a credible operational leader who thrives in a live service environment. You're confident making decisions under pressure, leading teams through complexity and using data to drive action and improvement.

• Experienced managing live service delivery within healthcare, urgent care or a similar operational environment
• Confident leading teams on shift and coordinating multi‑disciplinary services
• Highly skilled in interpreting performance data and taking real‑time corrective action
• Calm, resilient and decisive, with strong problem‑solving skills
• An effective communicator who can engage, motivate and influence colleagues at all levels
• Experienced in business continuity, contingency planning and escalation processes
• Passionate about patient safety, quality and service excellence
• Able to work unsociable hours on a 7‑day rota (08:00–20:00), including weekends and bank holidays

IC24 is a not‑for‑profit NHS primary care social enterprise delivering innovative urgent and primary care services across the South East and East of England. Every pound we make is reinvested into our services, our people and the communities we serve.

• A values‑led organisation focused on care, respect, collaboration and improvement
• The opportunity to make a real impact on urgent care delivery and system flow
• Strong senior leadership support and clear governance structures
• A culture that values operational excellence, learning and continuous improvement
• Opportunities to develop leadership capability within a complex, system‑wide service

Locations:
Basildon, Essex

Hours:

Rota‑based working across 7 days (08:00–20:00)

Roles Available: 1 x Full‑Time (37.5 hours per week)

Enhanced DBS check with barred list checks required.

• Pay rate of £17.10 – £18.23 per hour
• NHS Pension Scheme
• Generous annual leave entitlement plus bank holidays
• Flexible rota discussions to support work‑life balance
• Ongoing leadership learning and…