Urgent Care Co-ordinator

About the role

Primary Care 24 (PC24) is looking for Urgent Care Coordinators to join its busy Urgent Care Contact Centre in Wavertree, Liverpool. You will handle the calls into the service. The salary is £24,636.15 per annum (pro rata), and permanent salaried part-time set shifts are available, including Saturdays 18:00-23:00 and Sundays 08:00-13:00 and 13:00-18:00.

Key responsibilities

• Manage calls into the service following relevant procedures, ensuring all calls are answered within set timeframes.
• Manage patient flow so patients are seen in the correct capacity according to clinical need.
• Handle incidents, complaints, compliments and safeguarding matters, escalating where necessary.
• Ensure robust handovers at the end of each shift, with vital updates communicated.
• Apply all policies and procedures on each shift.
• Liaise with drivers arranging home visits and contact patients to arrange face-to-face appointments.
• Report urgent cases and clinical or operational issues to the relevant operation and clinical teams.
• Log information correctly and confidentially in clerical systems.

Required profile

• Previous call centre or telephone answering experience.
• Great customer service experience.
• Excellent verbal and written communication skills.
• Experience of working in a healthcare environment is desired.
• Time management and priority management experience.

Required skills

• Computer literate and competent using IT systems.
• Knowledge of policies and procedures.

What we offer

• Permanent salaried part-time set shifts.
• 27 days annual leave pro rata, with previous NHS service taken into account.
• NHS pension, car fleet and home electronics schemes, and cycle to work scheme.
• Eligibility to apply for a Blue Light card.
• Colleague wellbeing package including a doctor line, Westfield rewards, wellbeing support and gym discounts.
• Professional development.