About The Role
Ever thought you could do more with your communication, organisation and administration skills? Join the team supporting our telephone triage and Out Of Hours services in Warwickshire, and you’ll get a flexible choice of hours, plus the chance to develop your career.
As the largest independent provider of NHS services, Practice Plus Group is delivering a new model of Integrated Urgent Care that reduces pressures on services and staff. By bringing together NHS 111 call centres, clinical assessment and other urgent care services, we enable patients to access the right care, when they need it. It’s better for everyone.
As a Bank Coordinator Assistant, you’ll support our coordinators and call centre supervisors in managing all shifts appropriately and delivering a full range of services. This will involve building relationships across our multidisciplinary team and assisting with the administration process for patients – including calling patients to arrange appointment times at their nearest primary care centre.
This is a Bank role that enables you to choose to accept the shifts you want. However, to support our Out Of Hours services, shifts will be available across evenings and weekends. We are particularly looking for staff to work overnight shifts.
As the largest independent provider of NHS services, Practice Plus Group is delivering a new model of Integrated Urgent Care that reduces pressures on services and staff. By bringing together NHS 111 call centres, clinical assessment and other urgent care services, we enable patients to access the right care, when they need it. It’s better for everyone.
As a Bank Coordinator Assistant, you’ll support our coordinators and call centre supervisors in managing all shifts appropriately and delivering a full range of services. This will involve building relationships across our multidisciplinary team and assisting with the administration process for patients – including calling patients to arrange appointment times at their nearest primary care centre.
This is a Bank role that enables you to choose to accept the shifts you want. However, to support our Out Of Hours services, shifts will be available across evenings and weekends. We are particularly looking for staff to work overnight shifts.
What you'll be doing
- To support the Co-ordinators and Call Centre Supervisor in achieving performance levels.
- Call patients to arrange appointment times at the nearest available PCC
- Despatch patient calls within Practice Plus Group performance standards.
- Manage shifts appropriately by analysing and identifying pressure points using call volume and staffing levels.
- All cases should be processed and completed during shift, ensuring a thorough detailed handover for next session.
- Ensure that manual calls have been processed and completed in line with policy.
- Possess a working knowledge of the fire procedures and the relevant action in the case of activation of the fire alarm or Disaster Recovery
- Be fully aware of our Escalation and DR policy and how to implement a manual working process as required.
- To participate in duties as designated by the on call supervisor/manager/co-ordinator during peak times.
- Ensure courtesy calling is actioned in accordance with our policies.
What we’ll look for in you
- Previous experience within healthcare or customer service, displaying a strong focus on patient / customer experience
- An effective telephone manner with excellent all-round communication skills.
- Good organisational and administration skills, including the ability to type quickly and accurately and to maintain a good attention to detail, working under pressure.
- A good knowledge of IT and Microsoft Office.
- Flexibility to work in an Out of Hours setting
Pay Rates
Weekday 0800-2359 £12.21
Weekday 0000-0759 £17.09
Weekend 0800-2359 £13.06
Weekend 0000-0759 £18.33
If you'd like to learn more, please contact George Robinson - [email protected].
Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.
Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.
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