Job Description:

Specialist Service Co-ordinator – Job Description

Every day, thousands of patients around the world are harmed due to care delivery errors, many of which are preventable. At RLDatix, we are on a mission to change that. Our goal is to improve healthcare by creating a world where patients receive the safest and best care possible. Trusted by thousands of clients globally, our connected healthcare operations platform combines software and trusted services to provide organisations with critical data insights across risk, safety, compliance, provider lifecycle, and workforce management. Our user-centric approach provides a holistic, real-time view of healthcare operations, enabling leadership to make better-informed decisions with contextualised data.

RLDatix is a truly global organisation with over 2,000 employees across the UK, Europe, the Middle East, Australia, Canada, and the United States. Our growth strategy is fuelled by both organic expansion and acquisitions, bringing together the brightest minds and the latest technologies, including AI, to deliver market-leading solutions. We are looking for people who are passionate about making a positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.

What You Will Do:

This exciting opportunity involves coordinating and managing patients and professionals through defined pathways, ensuring patients are seen by the right person, at the right time, and in the right place. You will provide a central point for all referrals, information, and advice for Adult and Paediatric Critical Care.

1. Demonstrate RLDatix’s values in everything you do in the work environment.

2. Teamwork: Work as a team player, supporting your colleagues to deliver the best possible service from the Communication Centre. Contribute to a culture of open, honest communication and feedback so that everyone benefits and learns from each other.

3. Equality and Diversity: The post holder must comply with and actively promote RLDatix’s equal opportunities policy.

Delivery of Effective Healthcare

1. Act as a point of contact for incoming referrals, communicating with all relevant personnel in the process.

2. Answer calls from professionals and patients, dealing with queries and administrative tasks.

3. Organise and coordinate activities between different organisations to prevent acute admissions and facilitate discharge, following agreed protocols.

Establishing Effective Leadership and Communication

1. Receive and manage calls, e-referrals, emails, and queries from patients and professionals, coordinating patient care according to agreed pathways (urgent & non-urgent).

2. Make outbound calls to patients and professionals to coordinate care, adhering to agreed pathways and service agreements.

3. Maintain effective communication with various individuals and groups.

Continuing Education, Professional and Personal Development

1. Complete RLDatix’s corporate and local induction and ensure compliance with training requirements for your role.

2. Participate in supervision via agreed review and appraisal mechanisms.

3. Actively engage in professional development as part of clinical supervision (for qualified staff).

4. Full Training will be provided to successfully candidate

Clinical Governance, Risk Reduction, Audit, and Research

1. Comply with and promote RLDatix’s equal opportunities policy.

2. Maintain confidentiality of staff and patient data at all times.

Management and Use of Resources and Information

1. Keep records up to date and maintain them diligently.

2. Update patient records and contribute to the collection of data for audit and research purposes.

Operating with Quality and Maintaining a Safe Environment

1. Contribute to a high-performance, continuous improvement environment by proactively identifying process gaps and escalating them to your manager.

2. Act on patient and professional feedback promptly, addressing any service issues in a timely manner.

This job description is not exhaustive and may be amended after consultation with the post holder. Regular reviews will be held to ensure it reflects the changing needs of the role.

Qualifications and Educational Requirements:

· 5 GCSEs, or equivalent, at grade C or above, including English and Maths.

· Evidence of continuous development, acquiring new skills and knowledge in the past two years.

Preferred Skills:

1. Physical Effort

· Sitting at a desk for long periods (up to 7.5 hours).

· Communicating over the phone using a headset.

· Basic keyboard and visual display unit (VDU) skills.

· Working to tight deadlines regarding admission avoidance protocols and pathways.

2. Mental Effort

· Available during out-of-hours periods.

· Working flexible shifts, covering 7 days a week, 365 days a year.

· Utilising advanced listening and facilitative skills across a diverse range of challenging and emotive calls.

· High levels of concentration required when making and receiving calls, while accurately recording outcomes on the computer.

· Ability to switch between tasks quickly in response to unpredictable workloads.

3. Emotional Effort

· Communicating complex and sensitive information.

· Occasional exposure to challenging behaviour.

4. Working Conditions

· Daily exposure to intense and highly stressful situations.

· Working across service opening hours, coordinating other services, including call handling and referral processing for Single Point of Access, Adult Critical Care, Paediatric Critical Care, and IUT.

· 0800-2000 (37.5 hrs per week) working fixed or rota. TBD during Interview

Additional Information:

RLDatix offers a competitive compensation and benefits package, including health, dental, vision, life, and disability coverage, a generous retirement savings plan, paid time off, and paid holidays. RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, colour, religion, age, gender, national origin, disability, marital status, or any other status protected by law.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status

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