Site Unit Co-ordinator

Location: On site / Croydon, job type: Permanent / Full-time
Sector and subsector: Medical & Healthcare | Clinical
AnnualFixed salary:£ 31707.00

IPRS PFAS are an independent provider of quality medical assessments using a network of specialist health practitioners based in various clinics, mostly around the Southeast of the UK. We pride ourselves on being professional, caring and having a great knowledge in our field valuing teamwork as one of our greatest strengths. We listen to customers, claimants and our colleagues to help our continual learning and development.

We are looking for a Site Unit Co-ordinator to join our team.

As the Site Unit Co‑ordinator within a PFAS Assessment Centre, you will work in a claimant‑facing and operational coordination role, supporting the effective day‑to‑day running of the site.

The role has a primary focus on reception activity, claimant support, diary management, slot management, and administration, ensuring daily assessment schedules are delivered in line with TPL requirements and agreed service standards. The Site Unit Co‑ordinator works collaboratively with the Rota & Capacity Manager, other Site Unit Co‑ordinators, and Health Professionals (HPs) to manage daily schedules and clinic flow.

• Day‑to‑day coordination of reception and front‑of‑house activity within the assessment centre.
• Meeting and greeting claimants professionally and recording attendance using bespoke systems.
• Completing data protection and identity verification checks, ensuring accuracy and compliance.
• Providing claimant support, including keeping individuals informed of delays or appointment changes.
• Managing daily appointment diaries and clinic schedules, ensuring efficient assessment flow.
• Monitoring and managing assessment slots in line with TPL and leadership requirements.
• Working closely with Health Professionals (HPs) to manage day schedules and appointment flow.
• Liaising with the Rota & Capacity Manager regarding capacity, utilisation, rota alignment, and diary changes.
• Working collaboratively with other Site Unit Co‑ordinators to support consistent service delivery across sites.
• Using bespoke IT systems to update records accurately and efficiently.
• Responding to and escalating claimant queries, requests, or complaints in line with company procedures.
• Supporting the achievement of relevant KPIs through effective coordination and administration.
• Recording and Maintaining the Health and Safety aspects of the allocated Assessment Centre

Operational Monitoring, Logging & Accountability

• Completion and monitoring of CSHU codes and capture.
• GNA logging and accountability, including accurate tracking and resolution.
• Accountability for use of SDM / SUC chat functions, Teams chat, and GNA chat in line with operational expectations.
• OPA accountability, ensuring accuracy and compliance with operational processes.
• Completion and maintenance of Data Variance logging, including AAD and APD variance logging.
• Managing and updating the Daily Cover List, including retractions where required.
• Monitoring and logging Special Request failures, escalating trends or issues appropriately.
• Reporting and logging site issues to the SDM and Radar system in line with agreed procedures.
• Escalating on‑site and HP‑related issues to the appropriate operational leads.
• Supporting overtime booking in relation to slot requirements, in line with capacity and service needs.

*Full training will be given to support the above requirements and tasks.

Key Tasks and Responsibilities

• Site Unit Co-ordinators are required to attend their allocated assessment centre in line with business requirements, namely Monday to Friday.
• On‑site attendance is required to support reception activity, claimant interaction, and real‑time diary and schedule management.
• There may be a requirement for you to work from home (remote), subject to service requirements and agreement with the Rota & Capacity Manager.
• Site attendance days may vary in line with operational and clinic requirements.

General / Additional Duties

• Maintaining the appearance and organisation of reception and clinic areas.
• Answering incoming calls and directing queries appropriately.
• Making outgoing calls as required to support daily operations.
• Arranging additional services for clinics as required (e.g. interpreters).
• Acting as a chaperone during clinical examinations where required.
• Maintaining accurate paper and electronic filing systems.
• Ensuring professional behaviour, appearance, and conduct in line with organisational policies.
• Complying with Corporate Data Protection, Confidentiality, Health & Safety and training requirements at all times.

Qualifications

• NVQ Level 2 qualification or equivalent in Customer Service (desirable).
• 4 GCSE/O level passes A-C or equivalent, including English and Maths (essential).
• A minimum of two years’ customer service reception experience (essential).

Experience

• Experience of working in a customer service reception environment.
• Experience of dealing with medical professionals and patients (desirable).
• Experience of using various Microsoft programmes and databases.
• Experience of managing a team in a target driven environment (desirable).

What We Offer

• 25 days annual leave + Bank Holidays
• Company pension scheme matched up to 6%
• Westfield Health Cash Plan
• Professional subscription subsidies
• Employee Assistance Programme (including confidential counselling)
• Moving Day Leave
• Volunteering days
• Free eye tests every 2 years
• Free annual flu vaccination

At PFAS, we value and promote diversity and are committed to equality of opportunity for all. We are proudly Disability Confident employers and as such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.

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