Patient Service Coordinator

Founded in 2002; ShannonDoc continues to deliver a high standard of Urgent Out of Hours Family Doctor service to patients in the Midwest over the last 20 years.

Due to the continued development of the organisation, we are now seeking Patient Services Co-ordinators (PSCs) to join our Central Call Centre team in Limerick City. This is an exciting and challenging opportunity for candidates who excel in a fast-paced, people-focused environment.

The Role

The Patient Services Co-ordinator (PSC) plays a critical role in ensuring the effective coordination and delivery of out-of-hours medical services. Operating within a communications command-and-control environment, PSCs manage patient flow, coordinate appointments and resources, and act as a central point of communication across the service.

This role requires flexibility, strong decision-making skills, and the ability to remain calm and professional under pressure.

Reporting to:

Duty Manager / Operations Manager

Contract:

• Permanent (after completion of successful probationary period).
• Flexibility required.
• 20 hour contract available; working shift rotas: evening, overnight, weekend and public holidays.

Location:

Central Call Centre, Limerick city

Pay & Benefits:

• Attractive salary scale.
• Paid on an hourly basis every fortnight.
• 32 days paid holidays per annum (pro rata and inclusive of 10 public holidays).
• Paid training
• Sick Pay Scheme.
• Paid Maternity leave & paternity leave.
• Flexible & short working week.
• Paid lunch breaks while on duty.
• Blended working.
• Free parking.
• Permanent contract.
• Full training and induction program provided.
• Career progression opportunities.

Patient Services Co-ordinator (PSC) responsibilities include:

• Operate in a communications command-and-control centre environment, utilising key resources efficiently and effectively to ensure a responsive and timely service is delivered to patients.
• Playing a key role in providing an effective response to patients’ needs, within established performance indicator response times.
• Participating in the role of Central Dispatcher and Appointment Co-ordinator.
• Responsible for the efficient and effective call handling to meet patients’ needs in a timely manner and within the call handling protocols.
• Managing and monitoring the Call Centre Patient Flow Process with emphasis on patient case and nurse triage queue management.
• Multi-tasking, taking appropriate action when presented with demanding situations, remaining calm under all circumstances.
• Monitoring and overseeing treatment centre and doctors’ appointment schedules and the dispatching of cases as per policies, procedures and guidelines.
• Scheduling and re-arranging (where necessary) patient appointments: treatment centre, home visit and virtual consultation appointments.
• Responding to incidents as they arise to ensure the nearest available resource responds to patient needs.
• Maintaining fluid communication lines between treatment centres, mobile units and the call centre.
• Playing a lead role in improving communication within the service and performing their duties in line with the ethos of a patient focused service.
• Working and liaising with members of the Team both in the central call centre and the outlying treatment centres, including doctors, triage nurses and support staff.
• Assisting in the resolution of operational issues or complaints from service users.
• Basic IT and telephony troubleshooting for staff (training will be provided).
• General data processing and administration tasks, always adhering to Data Protection regulation, Privacy and Confidentiality policies
• Operating the Telephone Consultation Payment System
• Daily reporting and monitoring KPIs.
• Participating in Call Handling duties when required.
• Assisting management with contingency and crisis plan implementation.
• Adherence to the organisation’s ethos of flexibility and cooperation.
• When fully competent, assisting with the training of new PSCs as directed by the Duty Manager
• Promoting a positive image of ShannonDoc at all times.
• Carrying out any tasks in addition to the normal duties and responsibilities that are reasonable and within the capabilities of all personnel.

Qualifications/Skills:

• Excellent PC and IT skills required, at least ICDL level. A typing speed of at least 40 wpm by touch typing.
• Essential communication skills (Verbal, Written and Listening).
• Diligence, accuracy and strong attention to detail required.
• Exceptional organisation and communication skills.
• Ability to take control and to be calm in stressful situations.
• Must possess critical thinking and decision-making skills.
• Is patient oriented and communicates in a professional, courteous and personable manner.
• Has the ability to prioritise multiple requests, adjust workflow, and to provide real-time feedback to internal and external stakeholders.
• Good geographical knowledge
• Maintains the organisation’s strict code of confidentiality in all dealings.
• Always Reliable and Trustworthy.
• Ability to work independently and as part of a team.

Job Type: Part-time

Benefits:

• On-site parking
• Sick pay

Ability to commute/relocate:

• Limerick, County Limerick: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have excellent PC and IT skills required at least ICDL level with a typing speed of 40wpm by touch typing?
• Are you able to work out of hours, days, evenings, weekends and bank holidays?

Experience:

• Call centre: 1 year (required)

Work Location: In person