Operational Coordinator (Call Handler)

Here at NEMS we are looking for Operational Coordinators' who are keen to join the team!

Are you organised? Experienced in working with the public? Looking to give back to the community? This could be the perfect role for you.

Shift Patterns:

• (this may be split 8-14, 8-16 etc)

Weekend work required within your shift pattern. Weekend hours:

Main duties of the job

TheOperational Coordinator is a key member of staff whose role is to supportoperational effectiveness of the NEMS CBS Out ofHours and all NEMS CBS Operational Coordination Contracts.

The mainpurpose of this role is to work with the Shift Leader to ensure efficient andeffective administrative service to the Out of Hours Services includingclinicians and patients.

About us

NEMSCBS is a high quality, high performing; not-for-profit organisation which deliversintegrated urgent care and urgent primary care services to over 1 millionpatients. Responsive, adaptable and continually evolving, we have a reputationfor delivering locally-tailored, safe, effective and cost efficient serviceswith high levels of patient satisfaction.

NEMScurrently operates 3 main services: (1) Integrated Urgent Care acrossNottinghamshire serving a patient population of over 1 million, including homevisiting, remote consultation and clinical assessment services; (2) UrgentPrimary care provision located within the A&E Department at QMC, (3) A24-hour walk-in urgent primary care service adjacent to Kings Mill HospitalA&E, Mansfield.

Core NEMS Workforce Benefits:

• 25 days of holiday entitlement + bankholidays (pro rata)
• Access ongoing continuous professionaldevelopment
• Regular clinical supervision
• Flexible working options
• Employee Assistance Programme
• Opportunity to participate in servicedevelopment and improvement
• Free tea & coffee
• Eye Care Vouchers

Job responsibilities

• Receive, assist and direct patientsaccessing NEMS services in a courteous, efficient and effective way.
• Answer calls in a professional mannerin accordance with the service agreements.
• File paperwork.
• Computer data entry/data allocationand collation, processing and recording information in accordance withprocedures.
• Regular patient contact to ensure thatNEMS CBS requirements are met.
• Assist the Shift Leader and ServiceManagers.
• Co-ordinate home visits and patienttransport.
• Liaise with staff at 111 and othermedical organisations.
• Receive and assist service users andproviders in a courteous, efficient and effective way.
• Ensure only authorised personnel enterthe building and follow relevant data protection and security procedures.
• Provide assistance and support to newmembers of staff.

Person Specification Knowledge

• Proficient in the use of computers, with a willingness to learn to use any computer systems that NEMS requires in its new services.

Values & Behaviours

• Flexible attitude to work.
• Willingness to learn and adapt to changes.
• Ability to deal with confidential, sensitive and distressing information.

Qualifications

• Educated to a minimum of GCSE or equivalent standard, including English at Grade C or above

Experience

• Previous experience of dealing with members of the public in a customer service environment
• Experience of working within the NHS
• Experience in dealing with customer complaints

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.