Assistant Unit Co-ordinator< Back

As the Assistant Unit Co-ordinator you will be in a client facing role working alongside a team of clinical colleagues to ensure the smooth day-to-day running of the clinic. Duties will include monitoring and overseeing the administrative tasks of the clinic, regularly liaising with clinical and non-clinical colleagues at various UK locations, managing client appointments, meeting and greeting people politely and recording attendance on our bespoke databases.

To be considered for this role, you must have customer service/reception experience and be confident in dealing with the public in difficult situations. Experience of working in a clinical environment would be an advantage, but training will be provided.

Temporary Maternity cover (1 Year) with a view to possible extension

Hours: 20 hours per week (Monday – Friday 10:00 -14.00)

Salary: £20,250.00 per annum based on 40hr week

Benefits of working for PFAS:

21 days annual leave (pro-rata) plus Bank Holidays; increasing with completed years’ service;

Access to physiotherapy treatment;

Westfield Health Cash Plan, providing you with a vast amount of benefits including money back on private healthcare such as eyesight tests and dental treatment, with the added bonus of discounts at over 500 leading online and high street retailers;

Use of Employee Assistance Programme which provides confidential counselling and advice;

Membership of the Company pension scheme;

Full induction and training programme on commencement of employment and on-going support and mentoring as well as extensive in-house training;

Buy Additional Leave Scheme.

Additional information: 2 stage interview process. 1st stage is via telephone, 2nd stage is via laptop/computer for a video call via Microsoft Teams.

MAIN PURPOSE OF THE JOB: (JOB SUMMARY)

As the Assistant Unit Co-ordinator at a PFAS Clinic (Assessment Centre) you will be working in both a telephone and claimant facing role, liaising with a team of Clinical Colleagues remotely and on site. You will oversee the day-to-day management of the Personal Functional Assessment contract and service delivery for your site, including regular liaison with PFAS clinical and non-clinical colleagues to ensure a high quality service is delivered and that PFAS meets their clients’ requirements to their agreed service standards.

KEY TASKS AND RESPONSIBILITIES: (JOB CONTENT)

Main job duties:

• Working alongside the Unit Co-ordinator in overseeing the day-to-day running of the assessment centre and clinic reception.
• Regular liaison with Clinical Delivery Team/Service Delivery Team/Customer Services at various locations.
• Meeting and greeting individuals politely into the assessment centre/clinic and recording their attendance on a bespoke computer system.
• Confirming Data Protection checks with individuals, including reviewing/checking proof of identity documents, recording this information and providing SAEs for completion of expenses.
• Managing booked slots, working with Senior Management Team, CSL and HP’s to ensure that the unit achieves targeted slot numbers and to provide support to HP’s to ensure they build to or maintain the current target of an average of 3.5 completed slots per day.
• Keeping individuals updated of any delays in their appointment start time.
• Using bespoke computer systems to update records accurately and efficiently.
• Liaising with Clinical Colleagues within the assessment centre/clinic to ensure efficient time management and smooth workflow progression.
• Answering and/or redirecting queries, requests for information and complaints from individuals in accordance with company policy and procedures.
• To compile and send reports to PFAS SMT/PIP Admin Team within agreed service standards.
• To work with CSL, HP’s and SMT to ensure that PFAS does not accrue Service Credits.
• To keep a record of IT and site issues that may result in service credit charges.
• To ensure reception is fully covered at all times.
• To help the assessment centre/clinic achieve relevant Key Performance Indicator targets to meet overall business goals and objectives.
• To comply with the Corporate Data Protection Policy which covers all aspects of the organisation’s business in both electronic data and manual filing systems.
• To undertake First Aid and Fire Marshall Training and to comply with the Corporate Health and Safety Policy in all aspects of this role and undertake all required site checks.
• To carry out weekly/monthly H&S checks as designated by appropriate policy.
• Any other delegated duties considered appropriate to the role. 

General/Additional Duties:

• Maintain the appearance of all rooms and tidiness of equipment.
• Answer telephone and address any queries, direct calls appropriately if required/Make outgoing calls as required.
• Arranging additional services for the assessment centre/clinic as required e.g. interpreters.
• There may be an occasion where you are asked to act as a chaperone during a clinical examination.
• Maintain and order clinical and admin supplies when required through SMT/PIP Admin Team.
• Maintain an accurate filing system for all patient records, both paper based and electronically.
• To ensure that professional behaviour, appearance and attitude are maintained and the organisation’s policies and procedures are adhered to.

QUALIFICATIONS, TRAINING AND EXPERIENCE:

• NVQ Level 2 qualification or equivalent in Customer Service (desirable).

• 4 GCSE/O level passes A-C or equivalent, including English and Maths (essential).

• A minimum of two years’ customer service reception experience (essential).

EXPERIENCE AND KNOWLEDGE:

• Experience of working in a customer service reception environment.

• Experience of dealing with medical professionals and patients.

• Experience of using various Microsoft programmes and databases.

SKILLS AND ABILITIES:

• Ability to identify and implement ways to improve customer service functions.

• Clear and concise written and spoken communication skills, in particular a friendly face to face and telephone manner.

• Attention to detail and the ability to record information accurately.

• Ability to communicate effectively with internal and external customers and provide excellent customer service.

• Ability to prioritise and meet relevant Key Performance Indicators in a demanding environment.

• Ability to work on own initiative with minimal supervision in a proactive manner.

• Team worker who is flexible and has a positive attitude to learning and self-development.

• Ability to offer extra hours to provide holiday/sickness cover.

• An understanding, acceptance and adherence to the need for strict confidentiality.

An ability to use own judgement, resourcefulness, common sense and knowledge to respond to claimant’s enquiries and requests.

DBS check required: Yes

BPSS Security Clearance Required: Yes

Job Types: Part-time, Permanent

Salary: £20,250 pro rata per annum