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LCW UCC

Operations Support Coordinator

Information:

This job is now closed

Job summary

Working Pattern: Monday - Friday 13:00 - 18:00 with travel to other LCW sites required.

This role requires flexibility to cover multiple call Centre operational tasks which include dispatching, comfort calling, booking appointments and interacting with patients and colleagues on the phone. Supporting the operational service delivery of the CAS & OOH services for LCW

Main duties of the job

This post is a varied operational role that requires efficient and accurate administrative skills with the ability to multitask whilst working in a busy fast-paced environment undertaking a variety of operational support tasks for the OOH & CAS service.

The successful candidates will need the ability to deal with difficult and stressful situations with courtesy and empathy, with a strong ability to remain calm and professional under pressure. Good negotiation and influencing skills will support the delivery of this role.

About us

LCW UCC (London Central & West Unscheduled Care Collaborative), a GP-led not for profit organisation, is a Certified Social Enterprise with the Social Enterprise Mark. This means that LCW has proved it is genuine against independently-assessed criteria for social enterprise.

Details

Date posted

11 April 2025

Pay scheme

Other

Salary

£13.85 an hour

Contract

Bank

Working pattern

Part-time, Flexible working

Reference number

B0441-25-0021

Job locations

St. Charles Hospital

Exmoor Street

London

W10 6DZ


Job description

Job responsibilities

Strong problem-solving skills and ability to make quick decisions.

Excellent inter-personal and communication skills are key for this role as a focal point of contact between patients, medical/clinical and operational staff.

Strong knowledge and understanding of Adastra and Storm.

Managing home visiting part of the service from the despatch screens, ensuring home visits are effectively prioritised and all patients visited within target times, minimizing breaches and utilising all the visiting cars for the whole service across the LCW OOH geography.

Ensure comfort calling is undertaken as a priority and key function of this role in line with Patient Safety Calling, Courtesy Calling and No Reply Procedure.

Strong knowledge of the Escalation policy, and how your role supports the safe delivery of patient care, escalating appropriately and in a timely manner.

Contact patients and book appointments to attend Primary Care Centre and Hub appointments.

Monitor the ICAP queue for duplicate cases and action duplicates following the correct procedure.

Monitor the ICAP queue for out of area cases and follow pass back procedures.

Ensure that all systems are logged into during the shift systems being Adastra, EMIS and Storm.

Ensure all relevant documentation is recorded via the sitrep/shift log reports to support decisions and capacity.

Job description

Job responsibilities

Strong problem-solving skills and ability to make quick decisions.

Excellent inter-personal and communication skills are key for this role as a focal point of contact between patients, medical/clinical and operational staff.

Strong knowledge and understanding of Adastra and Storm.

Managing home visiting part of the service from the despatch screens, ensuring home visits are effectively prioritised and all patients visited within target times, minimizing breaches and utilising all the visiting cars for the whole service across the LCW OOH geography.

Ensure comfort calling is undertaken as a priority and key function of this role in line with Patient Safety Calling, Courtesy Calling and No Reply Procedure.

Strong knowledge of the Escalation policy, and how your role supports the safe delivery of patient care, escalating appropriately and in a timely manner.

Contact patients and book appointments to attend Primary Care Centre and Hub appointments.

Monitor the ICAP queue for duplicate cases and action duplicates following the correct procedure.

Monitor the ICAP queue for out of area cases and follow pass back procedures.

Ensure that all systems are logged into during the shift systems being Adastra, EMIS and Storm.

Ensure all relevant documentation is recorded via the sitrep/shift log reports to support decisions and capacity.

Person Specification

Qualifications

Essential

  • GCSE Education
  • Functional skills in literacy and numeracy and IT

Experience

Essential

  • Previous experience working within IUC or previous experience working within a health care setting, or other customer services/patient facing environment.
  • Experience of managing data collection and report writing

Skills

Essential

  • Ability to effectively work on and manage many priorities at one time.
  • Exceptional communication skills
  • Competent in the use of Microsoft Office - Word, Excel, PowerPoint, and Outlook.
  • Understands the principle of confidentiality and can work accordingly to maintain confidentiality.
  • Strong commitment to customer service and satisfaction.
  • Calm under pressure, able to use initiative and make decisions.
  • Demonstrable attention to detail and follow through.
  • Able to problem solve.
  • Organised with effective time management skill.
Person Specification

Qualifications

Essential

  • GCSE Education
  • Functional skills in literacy and numeracy and IT

Experience

Essential

  • Previous experience working within IUC or previous experience working within a health care setting, or other customer services/patient facing environment.
  • Experience of managing data collection and report writing

Skills

Essential

  • Ability to effectively work on and manage many priorities at one time.
  • Exceptional communication skills
  • Competent in the use of Microsoft Office - Word, Excel, PowerPoint, and Outlook.
  • Understands the principle of confidentiality and can work accordingly to maintain confidentiality.
  • Strong commitment to customer service and satisfaction.
  • Calm under pressure, able to use initiative and make decisions.
  • Demonstrable attention to detail and follow through.
  • Able to problem solve.
  • Organised with effective time management skill.

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.

Employer details

Employer name

LCW UCC

Address

St. Charles Hospital

Exmoor Street

London

W10 6DZ


Employer's website

https://www.lcwucc.com/ (Opens in a new tab)

Employer details

Employer name

LCW UCC

Address

St. Charles Hospital

Exmoor Street

London

W10 6DZ


Employer's website

https://www.lcwucc.com/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

HR Recruitment Officer

Amanda Findley

a.findley@nhs.net

Details

Date posted

11 April 2025

Pay scheme

Other

Salary

£13.85 an hour

Contract

Bank

Working pattern

Part-time, Flexible working

Reference number

B0441-25-0021

Job locations

St. Charles Hospital

Exmoor Street

London

W10 6DZ


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