Service Coordinator

The post holder will be highly organised, able to think on their feet and demonstrate initiative to address issues as they arise with a strong ability to solve problems and prioritise risks and emerging risks. They will lead by example, have a focus on efficiency and accuracy, and be an effective, approachable communicator with strong interpersonal skills with a patient focused approach. Positivity and the ability to influence are essential. The role will require flexibility with working arrangements to meet the needs of all services across Taurus Healthcare.
Hours of work are 8am 8pm across 7 days, 52 weeks a week within a Rota. There is flexibility available as a team of Service Coordinators to ensure that the Rota is fulfilled, therefore the Whole Time Equivalency can be flexible to meet the demands of the service, but there will be an expectation that the role is a combination of core office hours and evening and weekend working. There will be no expectation to work overnight except in extreme/exceptional circumstances. The role will cover services to include the Urgent GP Out of Hours Service, Enhanced Access, Herefordshire Remote Health, Overnight Nurse Service, Special Allocation Scheme, Talk Wellbeing, Health Checks, and Outreach Services as priority but may also include other services as they develop.
It is essential that the post-holder has access to a vehicle and holds a clean driving licence. The Service Coordinator acts as the operational point of contact between 8am and 8pm for all aspects of operational delivery for all clinical services and will act as an operational liaison point between Taurus services to support transfer of patient care. The Service Coordinator will also escalate concerns or problems that arise within 8am and 8pm to the Senior Service Managers, Operations Managers, or Director on Call if unable to resolve, depending on the time of day or day of the week. The Main Responsibilities of the role will not sit with one person daily but are listed to ensure the post holder understands the scope of the role, will which sit within an operational closely knit team of Service Coordinators who will benefit from Operational Management Support on a daily basis.
Main Responsibilities To be a conduit between the Operational Management team and team members in Clinical Services and Prevention Services to ensure highly effective communication is maintained. Ensure systems are adhered to maintain good information governance and patient confidentiality. Provide a first point of escalation for operational delivery and keep oversight across services, dealing with any issues as they arise or to escalate to if unable to resolve. To operationally manage the staff in services to ensure effective operational delivery and safe patient care.
To support the Senior Service Managers to ensure a system of operational process and guidance to support key functions and tasks of teams responsible are in place, documented, communicated and published/available. To support the Operations Managers with staff appraisals and 1:1s. To ensure any resource levels or staffing issues due to unplanned absence or sickness are dealt with in a timely manner working closely with the Operations Workforce Managers. Service Coordinators will need to contact staff directly to fill unplanned vacant shifts as they arise and will liaise with Operational Managers if unable to resolve within their working hours.
Responsible for the safe and effective use of equipment and other resources, ensuring equipment is maintained and in good working order, dealing with escalations and reporting any concerns or detected faults. Trouble shooting IT problems within capability and escalating concerns. Assisting clinical staff where appropriate with queries. Ensure that consumables and stocks are in robust supply, in date and with mínimal waste, working closely with the Senior Service Manager for Supply Chain within a structured supply chain and stock management system.
To manage and allocate breaks for Operational staff To oversee and ensure the drivers and overnight nurses are available for their rostered shifts, supporting the Clinical Systems Dispatcher in ensuring those staff groups can carry out their role effectively, answering any queries they may have and giving appropriate support. To provide job role training and support to Drivers and Receptionists as and when required on shift. To oversee patient flow and work with the Clinical Systems Dispatcher to ensure patient breeches are recorded and liaise with system partners to ensure patients are seen in a timely manner by the appropriate clinician and meet our Key Performance Indicators (KPIs) from an operational perspective. Escalate allocation and coordination issues rising from clinicians.
If urgent to Senior Service Manager/Operations Manager or Director on Call and non-urgent through routine shift reporting to the Workforce Operations Managers. To provide a shift handover that includes