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An exciting opportunity has arisen for patient focused Patient Coordinator/Call Handlers to support our busy National Team, based at our Head Office in Seaton Burn.

As a Patient Coordinator, you will work flexibly across all our services using our system, Insight+, and you will manage all calls and referrals into the service, assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the patient and the clinical team, ensuring that any relevant information is provided promptly to those who need it and all patients receive a positive, high-quality and seamless experience throughout.  Patient Coordinators will ensure that the patient’s journey is managed efficiently, smoothly and in accordance with targets and agreed timescales at every step.

Full time, permanent roles are available working between the hours of 8am – 5pm, Monday to Friday with a salary range of £18,620 – £21,140.

About you

We would love to hear from you, if you possess the following:

  • Have excellent communication skills, are caring and empathetic, and want to help make a real difference to people’s lives
  • Are confident on the phone and willing to train to be able to provide guidance to patients in a calm and logical way
  • Are resilient and resourceful and able to manage calls that may potentially be distressing or an emergency
  • Have excellent customer service skills and confident telephone manner
  • Are an inspirational team player with excellent communication skills and able to work collaboratively
  • Are computer literate and have good understanding of Microsoft Office
  • Are able to deliver required performance targets

Ideally you will have call handling experience and have worked with the public either in a healthcare setting, or in a contact centre environment. We need individuals who have the drive and passion to make a difference to people’s lives, but also the personal resilience to work in a high-pressured environment. Successful candidates will be able to work well within a team, have fast/accurate typing skills and a good standard of education. This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature.

Your will be able to demonstrate the ability to deal with possible exposure to highly distressing or highly emotional circumstances and will be expected to participate on all relevant training courses appropriate to the role.

How to apply

Please download the attached Job Pack is attached which includes an application form, advert and Recruitment Pack.

Please email completed application forms to

You can also request an application pack from the email address above by quoting the job reference number.

All correspondence will be through the email address provided on your application form; to avoid missing our emails, please regularly check your junk mail folder.

For an informal discussion regarding this post, please contact Kayleigh Robson (Administration Manager) via 0300 123 4502 who will be happy to speak to you.

The closing date for applications is 19th September 2021

This post is subject to a DBS check, which we will cover the cost of, and we do reserve the right to close the vacancy early if we receive a high volume of suitable applications.

We are passionate about creating a diverse workforce and positively encourage applications from underrepresented communities.

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