Job Description
Operations Coordinator Unscheduled Care Co-ordination Hub (UCCH)
About the Role
Were looking for a calm, organised and resilient Operations Coordinator to join our Operations team within the Unscheduled Care Co-ordination Hub (UCCH).This is a vital operational role within our Contact Centre, supporting the delivery of safe, responsive and high-quality unscheduled care services for patients in the community.
Working closely with Service Managers, clinicians and system partners, youll play a key role in maintaining service levels against KPIs, responding to fluctuating demand and ensuring patients are supported with timely and appropriate care.UCCH plays a crucial role in avoiding unnecessary ambulance conveyance and hospital admissions, helping patients receive care closer to home.
This is a hands-on, fast-paced role suited to someone who can stay calm under pressure, prioritise effectively and work collaboratively across multidisciplinary teams.Youll provide coordination, oversight and support to ensure services run smoothly across extended hours, including evenings, weekends and bank holidays.
Flexibility is essential for this role.The service operates on a 7-day rota, and we welcome applications from candidates seeking full-time or part-time roles. Rotas will be discussed and agreed in line with service needs.
What Youll Be Doing
* Receiving and managing requests for unscheduled urgent care from healthcare professionals and partner services
* Coordinating referrals and supporting multidisciplinary teams to deliver timely and appropriate patient care
* Monitoring queues and demand to help maintain service levels and performance against KPIs
* Accurately recording and updating patient and call information on clinical and operational systems
* Communicating clearly and professionally with callers, clinicians and operational colleagues
* Supporting safeguarding processes in line with local and national protocols
* Providing administrative and coordination support to ensure smooth day-to-day UCCH operations
* Working flexibly across sites and providing cover for sickness, annual leave and bank holidays
* Supporting service contingency planning and responding to operational pressures as they arise
* Assisting with the training and development of new and existing UCCH Coordinators
* Contributing to service improvement and quality improvement activity
* Working within policies, procedures, information governance and health & safety requirements at all times
About You
Youre organised, adaptable and confident working in a busy healthcare or contact-centre environment.Youre comfortable juggling competing priorities, communicating with a wide range of stakeholders and supporting patients and colleagues during high-pressure situations.
Were looking for someone who is:
* Experienced working within IUC, NHS, healthcare or a similar fast-paced service environment
* Confident using multiple IT systems with a high level of accuracy and attention to detail
* Calm, resilient and able to prioritise effectively under pressure
* A strong communicator with the ability to build rapport and work collaboratively
* Organised, proactive and able to use initiative while working within protocols
* Passionate about patient care, safety and service quality
* Able to work unsociable hours on a 7-day rota, including evenings, weekends and bank holidays
* Open to flexible working patterns, including full-time or part-time hours.
Why IC24?
IC24 is a not-for-profit NHS primary care social enterprise delivering innovative urgent and primary care services across the South East of England. Every pound we make is reinvested into our services, our people and the communities we serve.
At IC24, youll find:
* A values-led organisation focused on care, respect, collaboration and improvement
* The opportunity to make a real difference to patient outcomes and system flow
* A supportive and inclusive team environment
* Strong clinical and operational leadership with a focus on quality and safety
* Opportunities to learn, develop and progress within a growing organisation
Additional Information
Location:Basildon, EssexHours:Flexible working patterns available across a 7-day rotaContract:Full-time and part-time opportunities availableDBS:Enhanced DBS check with barred list checks required
Benefits:
* Pay rate of £14.48 per hour
* NHS Pension Scheme
* Generous annual leave entitlement plus bank holidays
* Flexible working and rota discussions to support work-life balance
* Ongoing learning and development opportunities
* Free 24/7 independent counselling service
* Access to Blue Light Card and NHS Discount Schemes
* Membership to our reward and discount platform
Ready to Make a Difference?
If youre organised, compassionate and thrive in a fast-paced environment where no two days are the same, wed love to hear from you.
Equal Opportunities & Safeguarding
We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees.
We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. Were dedicated to creating an inclusive environment where everyone feels they belong.
If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.
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