Sleep Support Coordinator

    Reporting To: Respiratory Service Team Leader

    Contract Type: Permanent - 37.5 hrs per week, two week rotational shift pattern including weekends

    Closing Date: Sunday, October 31, 2021

    Location: Gatwick

     

    Two-week rotational shift pattern
    Week 1: Tues, Wed, Thurs and Fri 10am - 6pm, Sat 9am - 5pm 
    Week 2: Mon - Fri 10am - 6pm 

     

    JOB PURPOSE

    Respiratory Support Coordinators will be responsible for an essential service to patients, relatives and healthcare professionals. Respiratory Support Coordinators are responsible for the management of the administrative data flow in the internal system of Sintesi and to ensure that accurate information is gathered at any given time. The position holder will also manage follow-up questions, enquiries and problems of patients, prescribers and colleagues both internally and externally at the OSAS level. 

     

    KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

    Please refer to the Person Specification.

     

    PRIMARY DUTIES & AREAS OF RESPONSIBILITY

    • To manage all enquiries from patients in an empathetic and effective manner within company timescales
    • To become a professional in this specialist field and share your knowledge with your peers
    • To analyse data to determine the level of compliance of patients and to ensure non-compliant patients are contacted and encouraged to use their therapy to maximise benefits to them
    • To be flexible with initial training requirements and shift patterns
    • Provide first-line support to all patients requiring assistance whilst ensuring that all patients are receiving optimal OSAS-CPAP therapy
    • Work closely with the ATO within the clinic as well as guiding them with questions around installations, replenishment orders etc
    • Process prescriptions at the time of receipt and ensure the correct equipment given to the patient by the clinic is reflected in the balance of their account
    • Act as an ambassador for this service with all colleagues within Dolby Vivisol
    • Ensure that auto plans are created for future replenishment requirements
    • Liaise with patients as and when required through email, telephone, letter and SMS
    • Report received complaints, observed non-conformities and potential non-conformities
    • Participate in the investigation and resolution of reported complaints, non-conformities and potential non-conformities, if required
    • Perform on behalf of the Sleep Services Team Leader during periods of planned and unplanned absence

    DEVELOPMENT

    • It is expected that all Respiratory Support Coordinators will be multi-skilled across all aspects of OSAS-CPAP within 12 months of employment
    • The post holder will be provided with the appropriate training, coaching and support in each role to ensure they understand the task at hand and are capable of providing an exceptional standard of customer service to our patients
    • Ongoing development plans will be created with the Respiratory Services Team Leader to ensure that all skills and compliance requirements are maintained with the company statutory and mandatory training requirements

    COMMUNICATION & WORKING RELATIONSHIPS

    Patients, their relatives and carers
    Clinicians and other healthcare professionals
    Clinical department
    Commercial team

    SPECIAL WORKING CONDITIONS

    The postholder will occasionally be required to travel to external meetings

    BEHAVIOURAL COMPETENCIES

    PERSON SPECIFICATION

    E or D indicates whether a selection criterion is ‘Essential’ to the job role or ‘Desirable’.

    As a minimum, a candidate must meet the essential criteria for the post to be recruited.

    Contact info

    Registered Office Address:

    Dolby Medical Home
    Respiratory Care Ltd
    North Suite, Lomond Court,
    Castle Business Park, Stirling,
    FK9 4TU

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    Registered in Scotland
    No. 063902

    Gatwick Office Address:

    Dolby Vivisol
    Southpoint, Old Brighton Road,
    Lowfield Heath,
    Gatwick, West Sussex,
    RH11 0PR

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    To find out more about The Vivisol Group and The SOL Group click on the links here: The VIVISOL Group The SOL Group The VIVISOL Group us | The SOL Group