Customer Service and Clinical Coordinator

Customer Service and Clinical Coordinator (Static Seating)

Salary: £11.95 per hour + Benefits

Location: East Sussex Wheelchair Services (Eastbourne - BN23 6QF). Free on-site parking

Rewards & Benefits:

• Company Pension Scheme
• 25 days holiday (plus Bank Holidays)
• Free on-site parking
• Life Assurance Scheme
• Company Sick Pay Scheme
• Wellbeing initiatives

Responsibilities:

Customer Service Tasks:

• Inbox Management: Monitor the static seating inbox, action all referrals, handle general information requests, chase quotes from suppliers, and upload email information onto client records in the Best system.
• Referral Processing: Raise referrals on Best, ensuring forms are correctly filled out and the ICES approval process is followed. Identify and prioritize referrals as Urgent or Routine.
• Client and Stakeholder Liaison: Communicate with clients, their families, care settings, external occupational therapists (OTs), and other organizations involved in their care, as well as suppliers.
• Call Handling: Answer incoming calls from static seating clients, external OTs, suppliers, and representatives.
• Repair Coordination: Raise repair requests in the system, allocate repairs to occupational therapist assistants (OTAs), or task them with sourcing parts to book the repair.
• Collection Management: Raise collection requests in the internal data base (Best) and schedule them onto a driver’s round for two-man delivery.
• Driver Round Coordination: Create and monitor driver rounds, ensuring all jobs are closed once completed.
• Documentation: Prepare handover paperwork for clinicians and driver round paperwork for all deliveries, repairs, and collections.

Clinical Tasks:

• Appointment Coordination: Book all static seating appointments for OTs, OTAs, and delivery/collection personnel, considering van schedules, home visits, and double-ups for hoisting.
• Scheduling and Coordination: Schedule, create, and coordinate all clinics, driver rounds, and schedules in Best, adapting to the service’s changing ad-hoc requirements.
• Specialist Clinics: Arrange specialist clinics, chase orders for specialist equipment, liaise with third party admin and production, and schedule specialist handover clinics.
• Waiting List Management: Manage the static seating waiting list, actively monitor clients on hold, referral to treatment (RTT) pause, ordering delays, and book appointments based on waiting list priority. Flag any concerns about long waiters to the clinician or clinical lead.
• Work Orders: Raise work orders for clinicians, add prescriptions to work orders as required, add all orders to the buying sheet, and input relevant documents for weekly buying.
• Quote and Prescription Management: Chase quotes and prescriptions and manage any queries or discrepancies.

Other Tasks

• Equipment Transfers: Source all relevant information on equipment from CES, clients, or suppliers, including original quotes and previous service details. Add this information to clients’ equipment lists on Best to raise reviews/repairs.
• Process Meetings: Identify and arrange static seating process meetings, create agendas from clinician points and personal topics to discuss for service development.
• Meeting Documentation: Take minutes and notes during static seating meetings.
• Process Reviews: Collaborate with the depot operations manager and clinical lead to review and improve current processes. Create flow charts for visibility.
• Stock Management: Address asset number queries related to the transition to Best, create asset numbers for clinic information, initiate returns of incorrect or faulty stock, and identify orders needing booking.
• ICES Operational Meetings: Collect referral data for quarterly reports, support the clinical lead, and attend meetings to address specific static seating queries.
• Training and Shadowing: Arrange external training and shadowing opportunities for the static seating team as needed.
• Ad Hoc Queries: Provide input on the best course of action for other static seating queries related to Best or processes.

Skills:

• Organizational Skills: Strong ability to manage multiple tasks and prioritize effectively.
• Communication Skills: Excellent verbal and written communication skills for interacting with clients and stakeholders.
• Attention to Detail: High level of accuracy in data entry and documentation.
• IT Proficiency: Familiarity with the Best system and other relevant software.
• Problem-Solving: Ability to identify issues and find effective solutions.
• Teamwork: Collaborative approach to working with various teams and departments.
• Adaptability: Flexibility to handle a dynamic work environment and changing priorities.

Interested in this Customer Service and Clinical Coordinator (Static Seating) role? Apply now with your updated CV. 

INDHS