Job summary
Mastercall Healthcare is social enterprise organisation. Our
mission is to achieve excellence in the care of our patients, providing a safe
and caring high-quality service that is easily accessible. We provide several
innovative out of hospital services, that have patients at the forefront of
every service we provide.
An exciting opportunity has arisen to appoint a part time IV Co-ordinator. We work on a two-week rota and have
the following set shifts available.Interviews scheduled for 4th December 2025
Week 1
Tuesday 0800-1300
Saturday 0800-1300
Saturday 1300-1800
Sunday 0800-1300
Week 2
Wednesday 0800-1300
Saturday 1300-1800 (1 in 4)
Sunday 0800-1300
Rate of Pay £13.87 to £16.66 per hour depending on shift time
You must have right to work in the UK as we are unable to
offer graduate or visa sponsorship, and no visa extensions can be offered for
this role.
Main duties of the job
The primary role of a Coordinator is to manage referrals into the
service and schedule appointments and visits. This includes keeping both
patients and clinicians informed, handling a case load of patients, ensuring
that comfort calls are made, and performing any necessary administrative
duties.
On a daily basis you will work in collaboration with the clinician in
charge and your shift leads to ensure efficient operation of all coordinator
services. You may also be asked to provide additional support to the Dental
helpline service, to help deal with spikes in demand.
You will liaise closely with the Shift Leads, Operations Manager and
Strategic Manager to ensure the smooth and efficient supervision of the
services during operational hours.
About us
Mastercall Healthcare has over 29 years experience as an
innovative, highly performing, award-winning Social Enterprise organisation.
We are passionate about providing the very best patient care
at the very best place for the patient.
Our Social Value ethos commits us to ensuring the very best
use of the public pound, maximising the return on investment of our
commissioners, and supporting the NHS deliver affordable, effective, safe
patient centred services.
Our purpose is to ensure that we deliver safe, high quality,
patient centred services that support people to live and age well. We are here
to support our community and our health and social care partners. We provide a
range of highly effective urgent primary care services that support hospital
admission avoidance and early supported discharge from hospital where
clinically safe and appropriate.
Employee benefits include:
Living Wage Employer
NHS Pension Scheme
NHS Blue light card/Discount scheme
Flexible working
Career development
Competitive rates of pay
Generous holiday entitlement, long service enhancements and
the option to purchase additional l eave
Wellbeing schemes
Job description
Job responsibilities
The primary role of a Coordinator is to manage referrals into the
service and schedule appointments and visits. This includes keeping both
patients and clinicians informed, handling a case load of patients, ensuring
that comfort calls are made, and performing any necessary administrative
duties.
On a daily basis you will work in collaboration with the clinician in
charge and your shift leads to ensure efficient operation of all coordinator
services. You may also be asked to provide additional support to the Dental
helpline service, to help deal with spikes in demand.
You will liaise closely with the Shift Leads, Operations Manager and
Strategic Manager to ensure the smooth and efficient supervision of the
services during operational hours.
The non-exclusive list of duties and responsibilities, which follows,
represents the range of tasks, which may be required to be undertaken routinely
or periodically.
Systems/ General
To receive &
accept calls from patients and health care professionals accessing the
service streams within CCS on corresponding systems (ie Adastra/EMIS)To collate
information from incoming calls and direct the call through the correct
mapping process (passing a call to a clinician etc)
Manage a case load
of patients who have been referred to us, ensuring comfort calls are
undertaken and relevant cases are closed/stepped down
Act as a point of
contact for signposting patients to other services as necessary
Collating and
sending information out to patients (ie leaflets, patient information
Create and update
schedules, despatching and progressing them as appropriate
To be responsible
for cancelling and re scheduling appointments as necessary
Ascertain and
maintain sound knowledge and understanding of the communication systems
and office/computer/fax equipment
Report any
incidents, complaints and compliments on Ulyssess and to the Service/Shift leads in a timely fashion
Be the first point
of contact for complaints on shift and deal with issues in an appropriate
manner. Have an up to date knowledge of complaints procedures and
timescale
Take a proactive
position, working flexibly to help facilitate any future/necessary changes
within the department
Dissemination and
collating of patient experience surveys and report on outcomes
Staffing/People
Promote good
working relationships, maintaining a professional manner at all times
To give a full and
concise handover/report to colleague
Other administrative duties
Assist the shift
leads with general administration duties which arise and are within your
capabilities, including call handling
Organisational/ Policies and Procedure
Work in accordance
with IG principle
To keep up to date
of all Mastercall policies and procedure
To uphold and
promote Dignity in Care for colleagues and patients alike
Undertake any
other duties that are within your skills and capabilities
Job description
Job responsibilities
The primary role of a Coordinator is to manage referrals into the
service and schedule appointments and visits. This includes keeping both
patients and clinicians informed, handling a case load of patients, ensuring
that comfort calls are made, and performing any necessary administrative
duties.
On a daily basis you will work in collaboration with the clinician in
charge and your shift leads to ensure efficient operation of all coordinator
services. You may also be asked to provide additional support to the Dental
helpline service, to help deal with spikes in demand.
You will liaise closely with the Shift Leads, Operations Manager and
Strategic Manager to ensure the smooth and efficient supervision of the
services during operational hours.
The non-exclusive list of duties and responsibilities, which follows,
represents the range of tasks, which may be required to be undertaken routinely
or periodically.
Systems/ General
To receive &
accept calls from patients and health care professionals accessing the
service streams within CCS on corresponding systems (ie Adastra/EMIS)To collate
information from incoming calls and direct the call through the correct
mapping process (passing a call to a clinician etc)
Manage a case load
of patients who have been referred to us, ensuring comfort calls are
undertaken and relevant cases are closed/stepped down
Act as a point of
contact for signposting patients to other services as necessary
Collating and
sending information out to patients (ie leaflets, patient information
Create and update
schedules, despatching and progressing them as appropriate
To be responsible
for cancelling and re scheduling appointments as necessary
Ascertain and
maintain sound knowledge and understanding of the communication systems
and office/computer/fax equipment
Report any
incidents, complaints and compliments on Ulyssess and to the Service/Shift leads in a timely fashion
Be the first point
of contact for complaints on shift and deal with issues in an appropriate
manner. Have an up to date knowledge of complaints procedures and
timescale
Take a proactive
position, working flexibly to help facilitate any future/necessary changes
within the department
Dissemination and
collating of patient experience surveys and report on outcomes
Staffing/People
Promote good
working relationships, maintaining a professional manner at all times
To give a full and
concise handover/report to colleague
Other administrative duties
Assist the shift
leads with general administration duties which arise and are within your
capabilities, including call handling
Organisational/ Policies and Procedure
Work in accordance
with IG principle
To keep up to date
of all Mastercall policies and procedure
To uphold and
promote Dignity in Care for colleagues and patients alike
Undertake any
other duties that are within your skills and capabilities
Person Specification
Qualifications
Essential
- Educated to GCSE Standard Maths & English
General Qualities
Essential
- Motivated and a team player
- Positive attitude
- Strong problem-solving skills
- Attention to detail
- Patient focus
- Flexibility and adaptability
Experience
Essential
- Previous customer service experience
- Experience in working with the general public
- Excellent communication skills both written and verbal
- Excellent time management Efficiently managing your own time and ensuring schedules are adhered to
- Fluent in the use of Microsoft Office and email, Ability to adapt to other software
- Organisation and planning Strong ability to organise, prioritise and manage multiple tasks simultaneously to meet deadlines.
Desirable
- Previous administration role or NHS experience
- Knowledge of Adastra/EMIS computer systems
Person Specification
Qualifications
Essential
- Educated to GCSE Standard Maths & English
General Qualities
Essential
- Motivated and a team player
- Positive attitude
- Strong problem-solving skills
- Attention to detail
- Patient focus
- Flexibility and adaptability
Experience
Essential
- Previous customer service experience
- Experience in working with the general public
- Excellent communication skills both written and verbal
- Excellent time management Efficiently managing your own time and ensuring schedules are adhered to
- Fluent in the use of Microsoft Office and email, Ability to adapt to other software
- Organisation and planning Strong ability to organise, prioritise and manage multiple tasks simultaneously to meet deadlines.
Desirable
- Previous administration role or NHS experience
- Knowledge of Adastra/EMIS computer systems
