We're looking for a proactive and highly organised Coordinator to join our Integrated Urgent Care team, supporting the delivery of safe, effective and responsive patient care across our Clinical Assessment Service (CAS), Out of Hours (OOH) service and Primary Care Centres (PCCs).
As a Coordinator, you'll play a vital role in the day-to-day operation of the service, helping to manage patient pathways, coordinate appointments, monitor caseloads and support the smooth running of urgent care services. Working closely with Shift Leads and operational colleagues, you'll ensure patients receive the right care at the right time while helping maintain service performance and patient safety.
This is a fast-paced and rewarding role where no two shifts are the same. You'll be responsible for managing real-time operational tasks, responding to changing priorities and liaising with healthcare professionals, patients and colleagues to support the delivery of high-quality care. Your ability to stay organised, communicate effectively and work calmly under pressure will be key to your success.
Whether you're supporting patient safety calls, coordinating appointments or responding to operational queries, you'll make a meaningful contribution to the patient experience and the performance of the wider service.
This role will be for either Suffolk and North East Essex or Surrey Services.
Managing and coordinating patient appointments within Primary Care Centres.
Supporting the smooth flow of patients through urgent care pathways.
Responding to cases requiring coordinator action and ensuring timely resolution.
Contacting patients and healthcare providers to arrange appointments and manage referrals.
Completing patient safety calling activities in line with service procedures.
Monitoring operational inboxes and processing cases as required.
Responding professionally to enquiries from patients, colleagues and healthcare professionals.
Identifying and escalating duplicate cases, worsening symptoms and other patient safety concerns.
Ensuring staff are logged in and operationally ready at the appropriate times.
Completing shift reports and maintaining accurate operational records.
Supporting the training and development of new Coordinators.
Assisting Shift Leads and operational teams during business continuity incidents and periods of increased demand.
Attending team meetings and completing mandatory training requirements.
Excellent organisational and time management skills.
Strong communication and interpersonal skills.
Good IT literacy and confidence working across multiple systems.
The ability to work effectively under pressure in a fast-paced environment.
Strong problem-solving and troubleshooting skills.
A professional, flexible and team-oriented approach.
Excellent attention to detail and a commitment to patient safety.
Confidence communicating with patients, colleagues and healthcare professionals.
Good general geographical knowledge.
The ability to follow processes while adapting to changing service demands.
Experience within a healthcare, customer service or operational environment would be advantageous.
Experience using Adastra, NHS 111 systems or similar healthcare platforms would be beneficial.
Flexibility to work a range of shifts, including evenings, weekends, overnight shifts and bank holidays.
