Urgent Care Coordinator

I am most proud of receiving a promotion from call handler to coordinator within 6 months.

  • Why did you choose to work for us?

    After working in the pub trade, I was looking for a role that was going to be more challenging and team orientated. A family member already worked at Medvivo and encouraged me to apply for a call handler position. After a few months I was proud to be promoted to the Co-ordinator role.

  • What do you get up to on a typical day/shift?

    In the main, my role is about co-ordinating the elements of the patient’s journey, whether that’s contact through the NHS111 service, other health care services or their own GP.

    I speak to patients to book appointments during the out of hours period when GP surgeries are closed. Once a patient has been seen, the out of hours clinician will sometimes us to speak to the GP surgery in the morning to highlight the appointments notes to them. 

    We keep in touch with our own clinicians during a shift, calling or instant messaging them with updates about the service. 

    Other healthcare professionals can also call in to us for making a referral for a patient they have seen in hours. This could be for a district nurse or therapist in community services that are available locally.

  • What do you like most about working here?

    I like the flexibility of hours and the various opportunities given to staff for career progression and skills development.

    It can sometimes be challenging when we speak to upset and/or angry patients. In these cases, it’s important to put yourself in their shoes, remain calm and reassure them about what’s happening. 

    I'm always very busy either with answering calls or helping out with admin, inputting new customer referrals and data cleansing.

  • What’s been your biggest achievement?

    So far I am most proud of receiving a promotion from call handler to co-ordinator within 6 months of joining Medvivo. 

  • What makes someone successful here? ?

    Being part of the team and giving 100% to your job. Communication is key in this role both in terms of with the patient and clinician, as well as other healthcare professionals or services that may be involved in the care of that patient.

  • How are you supported in your role?

    I am supported by my manager who is always there if I need to talk; it’s always in confidence and with the complete trust that I know they care about my wellbeing. Colleagues are also a huge support, and they are always happy to answer questions I may have. 

    There is also support through an Employee Assistance Programme, with access to a confidential counselling help line 24/7 if you or your family should ever need it in relation to work or family matters. 

  • What makes us unique as an employer?

    A good work/life balance is encouraged, and it’s great to be so appreciated for the work you do. 

  • What would you say to someone who is thinking of working for us?

    Apply for the job and go for it. It may seem a bit overwhelming at first but it really doesn’t take long for everything you do to become second nature.

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