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Customer Service and Clinical Coordinator

2 months ago

London, Greater London, United Kingdom Ross Care Full time £12
Job Title: Customer Service and Clinical Coordinator (Static Seating)

We are seeking a highly organized and detail-oriented Customer Service and Clinical Coordinator to join our team at Ross Care. As a key member of our static seating department, you will be responsible for providing exceptional customer service and clinical support to our clients and stakeholders.

Key Responsibilities:
  • Customer Service Tasks:
    • Manage the static seating inbox, action all referrals, and handle general information requests.
    • Raise referrals on our system, ensuring forms are correctly filled out and the ICES approval process is followed.
    • Communicate with clients, their families, care settings, external occupational therapists, and other organizations involved in their care.
    • Answer incoming calls from static seating clients, external OTs, suppliers, and representatives.
    • Raise repair requests in the system, allocate repairs to occupational therapist assistants, or task them with sourcing parts to book the repair.
    • Raise collection requests in the internal database and schedule them onto a driver's round for two-man delivery.
    • Create and monitor driver rounds, ensuring all jobs are closed once completed.
    • Prepare handover paperwork for clinicians and driver round paperwork for all deliveries, repairs, and collections.
  • Clinical Tasks:
    • Book all static seating appointments for OTs, OTAs, and delivery/collection personnel, considering van schedules, home visits, and double-ups for hoisting.
    • Schedule, create, and coordinate all clinics, driver rounds, and schedules in our system, adapting to the service's changing ad-hoc requirements.
    • Arrange specialist clinics, chase orders for specialist equipment, liaise with third-party admin and production, and schedule specialist handover clinics.
    • Manage the static seating waiting list, actively monitor clients on hold, referral to treatment (RTT) pause, ordering delays, and book appointments based on waiting list priority.
    • Raise work orders for clinicians, add prescriptions to work orders as required, add all orders to the buying sheet, and input relevant documents for weekly buying.
    • Chase quotes and prescriptions and manage any queries or discrepancies.
  • Other Tasks:
    • Source all relevant information on equipment from CES, clients, or suppliers, including original quotes and previous service details.
    • Identify and arrange static seating process meetings, create agendas from clinician points and personal topics to discuss for service development.
    • Take minutes and notes during static seating meetings.
    • Collaborate with the depot operations manager and clinical lead to review and improve current processes.
    • Address asset number queries related to the transition to our system, create asset numbers for clinic information, initiate returns of incorrect or faulty stock, and identify orders needing booking.
    • Collect referral data for quarterly reports, support the clinical lead, and attend meetings to address specific static seating queries.
    • Arrange external training and shadowing opportunities for the static seating team as needed.
    • Provide input on the best course of action for other static seating queries related to our system or processes.
    Requirements:
    • Strong organizational skills and ability to manage multiple tasks and prioritize effectively.
    • Excellent verbal and written communication skills for interacting with clients and stakeholders.
    • High level of accuracy in data entry and documentation.
    • Familiarity with our system and other relevant software.
    • Ability to identify issues and find effective solutions.
    • Collaborative approach to working with various teams and departments.
    • Flexibility to handle a dynamic work environment and changing priorities.

If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity to join our team at Ross Care.