Job Description

We are looking for a proactive and organised Bank Coordinator Assistant to join our Out of Hours (OOH) team in North West London, based at Stockley Park. This role is integral to supporting our Coordinators and Call Centre Supervisor in delivering high-quality patient services and meeting performance standards across the region. You will work in a dynamic and fast-paced environment, playing a key part in the smooth operation of the OOH call centre.
As a Bank Coordinator Assistant, you will be responsible for managing patient appointment calls efficiently, ensuring that patients are directed to the nearest available Primary Care Centre (PCC) within Practice Plus Group's performance guidelines. Your work will help to balance call volumes with staffing levels, ensuring shifts are managed effectively to reduce pressure points and maintain excellent service levels during busy periods.
Your role will also include the essential task of processing all cases during your shift with careful attention to detail, ensuring thorough handovers to the next session. Being fully aware of emergency procedures, including fire safety and disaster recovery policies, you will be ready to implement manual working processes if required. This role requires flexibility and the ability to respond promptly to the needs of the service, especially during peak times or in response to operational demands, we are ideally looking for weekends to be covered.
What you'll be doing
- Supporting Coordinators and the Call Centre Supervisor to achieve and maintain service performance levels
- Calling patients to arrange appointment times at the nearest available Primary Care Centre (PCC) efficiently and courteously
- Managing and dispatching patient calls within Practice Plus Group's performance standards
- Monitoring and managing shifts by analysing call volumes and staffing levels to identify and address pressure points
- Processing all cases fully during your shift and providing detailed handovers for seamless continuity of service
- Ensuring manual calls are processed and completed in line with relevant policies and procedures
- Being familiar with fire safety procedures, escalation protocols, and disaster recovery policies to maintain a safe working environment
- Participating in designated duties during peak times as requested by the on-call supervisor, manager, or coordinator
- Carrying out courtesy calling in accordance with established policies
- Keeping up to date with new policies, procedures, and attending all mandatory training and call centre meetings
What we'll look for in you
- Good general education with strong organisational and administrative skills
- Ability to work effectively under pressure, managing competing demands in a fast-paced environment
- Excellent telephone manner and the ability to communicate clearly and professionally with patients and colleagues
- Strong attention to detail with the ability to type quickly and accurately
- Good computer skills, with familiarity in using word processing and email software
- A proactive and flexible approach to work, with a commitment to supporting the team and maintaining high standards
- Willingness to keep up to date with ongoing training, policies, and procedures to ensure compliance and quality service delivery
All Locations
North West London Out Of Hours All Locations is a required field
Position
Administration and Business Support
Advertising Salary
12.65 - 18.94 Depending on Shift
Vacancy Type
Casual/Bank
Schedule Type
Part Time
Rewards & Benefits
Flexible working
Physical and mental health support
Refer a friend scheme
Blue Light Card, Boundless card and Costco membership eligibility
Award winning ED&I programme
Training & Development
Tailored CPD training delivered via our bespoke Learning Management System.
Extensive training courses accessible via Practice Plus Group Skills Academy.
Great development and career progression opportunities.
At Practice Plus Group, we currently deliver more than 70 different healthcare services across the UK with some of these services being rated 'outstanding' by the CQC. Our healthcare services include hospitals and surgical centres and we are proud to be the UK's leading independent provider of healthcare services in over 40 prisons. We also lead the way in the design and delivery of Integrated Urgent Care.

Skills Required