Bank Coordinator

Job summary

We are looking for a proactive and highly organised CAS Coordinator to join our team in Putney on a bank (zero-hours) basis. This is a vital role at the heart of our Out of Hours (OOH) service, ensuring the smooth and efficient operation of shifts while maintaining excellent communication between our staff and the in-hours management team. As the key liaison point, youll be responsible for the management, escalation, and reporting of service activity, helping to ensure that patients receive a safe, timely, and high-quality experience.

This role is fast-paced and varied, requiring someone who thrives under pressure and can remain calm, professional, and solution-focused even in challenging circumstances. Youll be the single point of contact on site, providing direction, guidance, and oversight to a broad range of colleagues including clinicians, coordinators, and drivers. Strong communication and leadership skills are essential, as youll need to manage workload distribution, monitor service performance, and ensure effective escalation where necessary.

Our aim is to maintain seamless coordination across every shift. Youll play a pivotal role in supporting operational delivery, ensuring that all documentation is clear, concise, and in line with our governance standards. If youre someone who enjoys taking ownership, driving performance, and supporting a team to deliver excellence. Shift availability for this position will be across Monday-Friday.

Main duties of the job

• Proactively manage call volumes within the triage pool and home visits to meet DX code targets, implementing streaming or triage blitz as needed.

• Oversee the entire service, providing direction, workload distribution, and on-shift support.

• Despatch patient calls within Practice Plus Group performance standards.

• Monitor staffing levels and call volumes to identify and respond to pressure points.

• Ensure all cases are processed and completed during your shift, providing thorough handovers for the next session.

• Record and escalate any issues, absences, or concerns within the Coordinators Log.

• Log and address any IT issues or system breakdowns promptly.

• Be familiar with fire procedures, Disaster Recovery (DR) policies, and escalation processes to ensure readiness for any emergency situation.

• Manage and direct Coordinator Assistants to ensure appropriate shift support.

• Ensure comfort calling is completed according to policy and keep up to date with all service updates and procedures.

About us

Education and Qualifications:

• Good all-round education, including GCSE English and Maths (Grade C/4 or above).

Experience:

• Previous experience in administration or service coordination.

• Experience working with a diverse team in a fast-paced environment.

Skills and Attributes:

• Excellent telephone manner and communication skills, both written and verbal.

• Strong organisational and multitasking abilities.

• Reliable, proactive, and self-motivated with a flexible approach to work.

• Able to prioritise effectively and remain calm under pressure.

• A true team player who demonstrates tact, common sense, and professionalism.

• Good IT skills and understanding of confidentiality and data protection requirements.

Other Requirements:

• Availability to attend all mandatory training sessions.

• Willingness to work flexibly across different shift patterns as required.