Overview
This is an exciting opportunity to join our operational team working across our clinical and prevention services.
You will be part of our team ensuring an effective operational environment to enable GPs, nurses and other clinical staff to provide high quality care, including safe staffing levels and acting as first point of escalation for operational delivery and issues.
Clinical and Prevention Services provide a range of services including GP Out of Hours, Enhanced Access, Overnight Nurse Service, Talk Wellbeing outreach, and NHS Health Checks. The post holder will support the transition between in hours and out of hours services to ensure the smooth running of our 24/7 services.
This role would suit someone with previous experience of providing operational support, strong problem-solving skills and ability to prioritise risks and emerging risks. The role will require flexibility with working arrangements to meet the needs of all services across TaurusHealthcare.
* We are recruiting into two posts that will cover 46 hours per week
* Interviews are expected to be held on Thursday 9th October 2025
* This role will be based at Nelson House with the requirement to work at hubs across Herefordshire
* We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible
Main duties
The successful applicant will support the operational delivery of a range of clinical and prevention services. The post holder will be required to:
* To be a conduit between the Operational Management team and team members in Clinical Services and Prevention Services to ensure highly effective communication is maintained.
* Ensure systems are adhered to maintain good information governance and patient confidentiality.
* Provide a first point of escalation for operational delivery and keep oversight across services, dealing with any issues as they arise or to escalate to if unable to resolve.
* To operationally manage the staff in services to ensure effective operational delivery and safe patient care.
* To support the Senior Service Managers to ensure a system of operational process and guidance to support key functions and tasks of teams responsible are in place, documented, communicated and published/available.
* To support the Operations Managers with staff appraisals and 1:1s
* To ensure any resource levels or staffing issues due to unplanned absence or sickness are dealt with in a timely manner working closely with the Operations Workforce Managers. Service Coordinators will need to contact staff directly to fill unplanned vacant shifts as they arise and will liaise with Operational Managers if unable to resolve within their working hours.
About us
TaurusHealthcare was established in 2012, as the provider arm of the GP Federation serving 204,000 patients in Herefordshire. Founded and owned by the partners of the entire Herefordshire Primary Care community, Taurus is focused on providing excellent out of hospital services for patients. Our ethos is to provide high quality and cost-effective health outcomes that are delivered as close as possible to the patients home, whilst ensuring that patients who do require in hospital services are seen as quickly and effectively as possible.
At Taurus Healthcare we strive to create a diverse, inclusive workplace, and welcome applications from candidates from all backgrounds including those from Military Veterans and family members of serving personnel.
TaurusHealthcare offer many employee benefits, such as:
* Access to a generous NHS pension scheme with 20.68% employer contribution.
* 33 to 38 days annual leave entitlement, including bank holidays, depending on service - pro rata for part-time staff -.
* Access to an extensive Employee Benefits Programme - Vivup offering:
* o 24/7 access to counselling services
* o Salary sacrifice scheme for cars and bikes
* o Access to a wide range of discounts from national retailers
* Access to the Blue Light extensive discount scheme.
Job responsibilities
The post holder will be highly organised, able to think on their feet and demonstrate initiative to address issues as they arise with a strong ability to solve problems and prioritise risks and emerging risks. They will lead by example, have a focus on efficiency and accuracy, and be an effective, approachable communicator with strong interpersonal skills with a patient focused approach. Positivity and the ability to influence are essential. The role will require flexibility with working arrangements to meet the needs of all services across Taurus Healthcare.
Hours of work are 8am – 8pm across 7 days, 52 weeks a year within a rota. There is flexibility available as a team of Service Coordinators to ensure that the rota is fulfilled, therefore the Whole Time Equivalency can be flexible to meet the demands of the service, but there will be an expectation that the role is a combination of core office hours and evening and weekend working. There will be no expectation to work overnight except in extreme/exceptional circumstances.
The role will cover services to include the Urgent GP Out of Hours Service, Enhanced Access, Herefordshire Remote Health, Overnight Nurse Service, Special Allocation Scheme, Talk Wellbeing, Health Checks, and Outreach Services as priority but may also include other services as they develop. It is essential that the post-holder has access to a vehicle and holds a clean driving licence.
The Service Coordinator acts as the operational point of contact between 8am and 8pm for all aspects of operational delivery for all clinical services and will act as an operational liaison point between Taurus services to support transfer of patient care. The Service Coordinator will also escalate concerns or problems that arise within 8am and 8pm to the Senior Service Managers, Operations Managers, or Director on Call if unable to resolve, depending on the time of day or day of the week.
The Main Responsibilities of the role will not sit with one person daily but are listed to ensure the post holder understands the scope of the role, which sits within an operationally closely knit team of Service Coordinators who will benefit from Operational Management Support on a daily basis.
Main Responsibilities
* To be a conduit between the Operational Management team and team members in Clinical Services and Prevention Services to ensure highly effective communication is maintained.
* Ensure systems are adhered to maintain good information governance and patient confidentiality.
* Provide a first point of escalation for operational delivery and keep oversight across services, dealing with any issues as they arise or to escalate to if unable to resolve.
* To operationally manage the staff in services to ensure effective operational delivery and safe patient care.
* To support the Senior Service Managers to ensure a system of operational process and guidance to support key functions and tasks of teams responsible are in place, documented, communicated and published/available.
* To support the Operations Managers with staff appraisals and 1:1s.
* To ensure any resource levels or staffing issues due to unplanned absence or sickness are dealt with in a timely manner working closely with the Operations Workforce Managers. Service Coordinators will need to contact staff directly to fill unplanned vacant shifts as they arise and will liaise with Operational Managers if unable to resolve within their working hours.
* Responsible for the safe and effective use of equipment and other resources, ensuring equipment is maintained and in good working order, dealing with escalations and reporting any concerns or detected faults.
* Trouble shooting IT problems within capability and escalating concerns.
* Assisting clinical staff where appropriate with queries.
* Ensure that consumables and stocks are in robust supply, in date and with minimal waste, working closely with the Senior Service Manager for Supply Chain within a structured supply chain and stock management system.
* To manage and allocate breaks for Operational staff
* To oversee and ensure the drivers and overnight nurses are available for their rostered shifts, supporting the Clinical Systems Dispatcher in ensuring those staff groups can carry out their role effectively, answering any queries they may have and giving appropriate support.
* To provide job role training and support to Drivers and Receptionists as and when required on shift.
* To oversee patient flow and work with the Clinical Systems Dispatcher to ensure patient breeches are recorded and liaise with system partners to ensure patients are seen in a timely manner by the appropriate clinician and meet our Key Performance Indicators (KPIs) from an operational perspective.
* Escalate allocation and coordination issues rising from clinicians. If urgent to Senior Service Manager/Operations Manager or Director on Call and non-urgent through routine shift reporting to the Workforce Operations Managers.
* To provide a shift handover that includes any breaches of KPIs and any issues that have arisen.
* To accurately report shift activity indicating key issues and priority actions.
* To report incidents on DATIX.
* To be responsible for ensuring patients in the waiting areas are observed. If timed delays are incurred to communicate the delay to patients. To identify any deterioration in the patients health for escalation to a clinician.
* To liaise with staff working in the Hubs or off-site, to ensure smooth operation and to identify and manage operational issues.
* To oversee the medicine bags process supporting drivers with safe handover to clinicians.
* To liaise with NHS111 and Mallings Healthcare Team Leader any operational queries e.g. out of area patient. Note: The Service Coordinator (or the Clinical Systems Dispatcher) on behalf of a clinician, may escalate inappropriate referrals.
* To ensure that patient surveys and questionnaires - electronic and/or paper - are carried out at the service delivery sites when required.
* To work with the Operational Management team on agreed work and/or projects as required, this may be during scheduled office-based hours.
* To work with the Operational Management team in conducting staff supervision and 1:1s and take part in the appraisal process for nominated staff.
* To contribute to a robust audit schedule to support operational processes, including medical equipment and infection prevention policies to ensure service areas are fit for purpose.
* To use a variety of IT tools/software effectively to support operational working.
* To Support notification/post event messaging process to GP practices.
* To be able to use clinical systems and software, listed below:
* To act as a chaperone if required
* Flexibility to undertake other roles as required in line with skills and experience.
* Support site inductions and service specific training/troubleshooting.
* Support Cold Chain for outreach and vaccination services, including refrigeration and data logger checks.
* Seasonal work to support vaccination services at base, off-site and liaising with care homes, including working within the National Booking System for which training will be provided if necessary.
* Assessment of off-site delivery locations and coordination of outreach/offsite location bookings.
* Lone worker monitoring and buddy system.
* A full Job Description and Person Specification is attached to this advert
Person Specification
Experience
* Able to effectively manage customers complaints and concerns.
* Able to communicate effectively verbally and written, with representatives of other organisations.
* Experience of supervising or managing others
* Teamwork and cooperation to achieve optimal results.
* Strong organisational skills.
* Ability to use initiative to resolve problems and/or suggest improvements
* Computer literate, including use of word processing, spreadsheets, e-mail, the internet, patient database systems and presentation software.
* Ability to manage competing demands and prioritise these appropriately.
* Strong inter-personal skills with colleagues, clinicians, patients, managers, and other stakeholders.
* Experience of working in a healthcare environment.
* Access to own vehicle and clean driving license.
Qualifications
* Educated to GCSE or O level standard or equivalent - minimum 5 at grade C or above.
* A supervisory/management qualification or evidence of relevant experience within a healthcare environment.
* Fire warden qualification / trained.
Personal Qualities and Attributes
* Friendly and approachable.
* Reliable individual.
* Working effectively with a team.
* Ability to troubleshoot and think on their feet.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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