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Urgent Care Co-ordinator - Staffordshire House

North Staffordshire OOH - Staffordshire House, Unit 5, Riverside2, Stoke-on-Trent, Stoke-on-Trent, United Kingdom Req #84
12 January 2024

About the role…

Totally was established to support the NHS and ensure that patients could quickly access the healthcare they need. We partner with our healthcare commissioners across the UK & Ireland to deliver services that help them manage demand and reduce waiting lists. We deliver services for, Urgent Treatment Centres, NHS 111, GP out of Hours and a National Clinical Assessment Service from our Urgent Care Division.

We have an exciting opportunity for motivated and highly organised Urgent Care Coordinator to join our team in Staffordshire House on a part time permanent basis.

Shifts times:

Weekends: 16:00-00:00

Overnights: 00:00-08:00

Your day to day…

As an urgent care coordinator your role will be pivotal in the management of patients across our urgent care services. The role will involve working with operational and clinical colleagues, ensuring patients receive the care in the most appropriate setting be it virtually, in one of our treatment centres, or within the patient’s own residence. Reporting to the team leader you will support the coordination of activities during the services operational period, ensuring both local and national quality requirements.  

As an Urgent Care Coordinator you will: 

  • Logistically manage the allocation of home visits to our team of drivers and clinicians
  • Despatch calls according to the call time and priority and using the relevant in-house systems
  • Alongside clinical leads to review and where necessary reassign calls in order to ensure that queries are dealt with efficiently and that breaks are agreed
  • Monitor our patient management systems to allocate calls promptly according to call time and priority to our treatment centres
  • Schedule appointments for patients according to area within the designated time frame ensuring patient choice is accommodated
  • Liaise with patients and keep them updated regarding the process of being contacted by a Clinician or GP
  • Arrange when required patient transport within protocol ensuring that all relevant paperwork is completed and forwarded appropriately
  • Monitor activity across all IUC Treatment Centre’s to ensure they are coping with their allocated work load within the designated times and escalated where necessary 

This role will involve working Evenings and Weekends on a rota basis.

Qualifications, Experience & Training…

  • NVQ level 2, or equivalent or significant, relevant work experience
  • Experience of supporting and resolving staff queries
  • Excellent communication, listening and interpersonal skills
  • Effective problem solving skills
  • Computer literate 

Rewards & Benefits…

  • Annual Leave (pro rata for Part Time) - 25 days annual leave (plus Bank Holidays).
  • Pension – 6% employer contribution (salary sacrifice scheme)
  • NHS Pension* if eligible*.
  • My Totally Rewards – A bespoke Rewards & Benefits platform giving you access to hundreds of online and instant discounts across various big-name retailers, cinemas, gym memberships, salary sacrifice schemes, including Wellbeing and Financial resources and support.
  • Access to Blue Light Card and Health Service Employee Discount schemes.
  • Share save scheme – Annual invitation to join the scheme to applicable employees.
  • Enhanced Employee Assistance Programme – Provided by Health Assured.
  • We Care including Virtual GP Services – 24/7 GP Appointments.
  • Refer a friend Scheme.
  • Death in Service - A tax-free lump sum of cash for your loved ones and beneficiaries. 

For a full job description, further information about this role or to apply please contact the Resourcing team via email at 

Totally plc addresses the challenges of increased demand on healthcare services by delivering high-quality planned, urgent and insourced healthcare across the UK and Ireland.

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.

Other details

  • Pay Type Hourly
This posting is inactive.
Location on Google Maps
  • North Staffordshire OOH - Staffordshire House, Unit 5, Riverside2, Stoke-on-Trent, Stoke-on-Trent, United Kingdom