Urgent Care Co-Ordinator - Call Centre

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: £13.04 per hour Department:
Urgent Care – Call Centre

Location:

Wavertree Technology Park head office – Onsite

Shifts:

24/7 Operational call centre, Shift patterns available are 8am - 1pm, 1pm - 6pm, 6pm - 11pm & 11pm - 8amContract :

Bank

• Manage calls into the service following relevant procedures ensuring all calls are answered within set time frames.
• 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.

• 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

• £13.04 per hour
• Bank agreement, where you can bid for the shifts available that suit you.
• NHS Pension Scheme
• Eligible to apply for the blue light card

Primary Care 24 (PC24) is a not-for-profit social enterprise established in 1990, delivering NHS contracts exclusively. 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.