Salary: £20,274.27 p/a dependent on experience Plus, access to annual bonus Shift Pattern: 16:45pm -00:45am and 00:30am - 08:30am 8 hours shifts; 8-week rolling rota, 4 on 4 off Remote with work in office (Hastings, East Sussex) every 8/9 weeks Job role: This is an exciting time to join the UK’s largest private healthcare telemedicine company based in Hastings, East Sussex, who are expanding their NightHawk team due to organic growth. Joining a dynamic team Serving as a conduit between clients and reporters, this logistical role is crucial to the delivery of Medica’s Acute Service Lines. Key responsibilities: ➢ Delivery of our NightHawk service to provide a best-in-class service to all key stakeholders including clients, reporting radiologists and patients ➢ Monitoring notification systems and tools; acting based upon observations so that exams are reported within SLA ➢ Communicating professionally and effectively with radiographers, reporters and referrers ➢ Working with the NightHawk Team Leader to develop and grow the services ➢ Supporting the NightHawk Team Leader in safeguarding reporting resource ➢ Work closely with the Workflow Team to resolve reporting workflow issues ➢ Understand and take ownership of shift specific tasks and assist team members when needed ➢ Weekday Bank holiday cover to maintain the running of the services ➢ To diffuse and when required, escalate client complaints through appropriate channels The role: ➢ Allocating exams to reporters, ensuring distribution is fair and that any high priority patients are prioritised ➢ Monitoring the Unmatched tab on the portal and match to incoming or create proxy tickets ➢ Notifying reporters when they are allocated a stroke/ Thrombolysis or Major Trauma patient ➢ Identify and resolve any duplicate communications ➢ In the event of service failure liaise with the Team Leader on shift ➢ Responsible for all Urgent Call backs ➢ Making sure reporters have what they need to prevent scans from breaching ➢ Monitoring scans due to breach and actioning appropriately to prevent breaches ➢ Ensure all breach reasons are added correctly to communications ➢ In the event of service failure liaise with the Team Leader on shift ➢ Monitoring our system for any expected work followed up with a further process Who we are: Medica is the UK’s largest telemedicine provider, who provide services to over 50% of the NHS with specialist reporting across the globe. With over 240 head office staff and the company still focusing on growing, there has never been a better time to get involved. We welcome people from all groups in the community to apply for jobs with Medica so that we maintain inclusive teams and a diverse workforce. We can consider varying work patterns and flexible arrangements in line with business requirements so you can maintain a work-life balance. We celebrate difference and encourage everyone to be themselves at work. Join us today! Essential: ➢ Customer Service experience ➢ Strong written and verbal communication skills ➢ Strong administration skills and IT literacy ➢ Evidence of working in a fast-paced environment ➢ High level of accuracy and attention to detail ➢ Data entry/clerical experience ➢ Understand and embrace the need for continual improvement Core benefits for you: • Flexible and hybrid working • ⚖️ A company culture that promotes work life balance • Commitment from employers to continued learning and development • Access to Employee Assistance Programme • Annual bonus • Enhanced holiday allowance bank holidays • ️ Group life assurance • Pension • Social events • Sick pay • Cycle to work scheme • Access to free and regular personal development & wellbeing events We request all applicants to complete a confidential equalities monitoring form. The data collected will help us identify recruitment trends and address any concerns. More information about Medica and the work we do can be found here - https://medica.co.uk/ We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.