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Client Services Coordinator
2 months ago
Position Overview
We are currently seeking a dedicated full-time Client Services Coordinator to join our team at the Northern Care Alliance NHS Foundation Trust.
In this role, you will deliver exceptional customer service and administrative support for patients and partners within the Oldham area. Your responsibilities will include managing referrals, customer interactions, and appointment scheduling for Community Health Services while ensuring adherence to established waiting time standards.
You will operate within a centralized Client Services Center, providing coverage for colleagues to maintain a seamless and efficient administrative operation at all times.
Key Responsibilities
- Adhere to standard operating procedures for the Contact & Referral Center consistently.
- Handle both routine and complex sensitive information with tact and persuasive communication skills, even in challenging situations.
- Communicate effectively with clients, offering information, guidance, empathy, and reassurance.
- Ensure that all incoming customer calls are managed in accordance with organizational policies.
- Direct inquiries promptly and accurately, taking messages and routing calls to the appropriate teams.
- Assess the suitability of referrals and process incoming requests to ensure timely availability for clinical evaluation.
- Manage requests for appointment modifications, cancellations, and other changes.
- Create and maintain waiting lists for clinical services, following established protocols.
- Demonstrate proficiency in electronic systems related to customer data and engage in ongoing training to adapt to new technologies and systems.
- Be flexible in covering various shift patterns as required by service demands, including early and late shifts as well as weekends.
About the Organization
The Northern Care Alliance NHS Foundation Trust (NCA) is committed to providing comprehensive hospital and integrated health and social care services to over one million residents in Greater Manchester. Our dedicated team of 20,000 professionals is focused on delivering high-quality care in both hospital and community settings across Bury, Rochdale, Oldham, and Salford.
As a prominent NHS trust, we prioritize the health of our local communities by maintaining high standards of care and collaborating closely with local authorities and key partners. We value individuals who embody our core principles of care, appreciation, and inspiration.
In return for your commitment, we offer a meaningful role with flexibility. The extensive scope of the NCA allows for continuous professional development and opportunities for career advancement. Joining our team also grants access to a competitive benefits package, including generous annual leave, flexible working arrangements, and designated time for health and wellness activities, promoting a balanced work-life experience.
Job Responsibilities
For further details regarding the responsibilities and expectations of this role, please refer to the Job Description and Person Specification available in the supporting documents section. Additional information about working at the Northern Care Alliance can be found in the Candidate Information Pack or on our careers website.
Qualifications
Essential
- GCE English/Maths grade 4 or higher (equivalent to GCSE grade C or higher) or NVQ Level 3 or comparable knowledge and experience.
Desirable
- ECDL or equivalent certification.
Knowledge, Skills, and Experience
Essential
- Proficiency in Microsoft Word and Excel.
- Clear and concise communication abilities.
- Strong organizational skills with the capacity to prioritize tasks amidst interruptions.
- Ability to manage multiple tasks and prioritize effectively.
- Good command of English, including punctuation and grammar.
- Strong numerical aptitude.
- Understanding of data protection regulations.
- Commitment to equality, diversity, and the importance of human rights.
- Compliance with relevant legislation, policies, and procedures.
- Motivated, adaptable, and proactive approach.
Desirable
- Experience in handling non-routine and unpredictable workloads and patient interactions.
- Proven ability to work effectively under tight deadlines.
- Familiarity with IM&T systems for data entry.
- Experience with SystmOne, e-Referral Service, and Patient Transport Service (PTS).
Patient Care Responsibilities
Essential
- Experience in engaging and communicating with the public.
Desirable
- Previous experience in a call center environment.
- Experience working collaboratively within a team involving multiple stakeholders.
