Patient Services Call Centre Manager
Location: Cramlington, Northumberland
Salary: £28,360
Job type: Full time Permanent.
Would you like to work at the heart of NHS Primary Care as part of a committed, dedicated team? We are looking for enthusiastic, highly motivated people to join us in delivering a high standard of customer service to our patients.
Valens Medical Partnership is the largest family doctor-led GP Practice in the Northeast, looking after the healthcare needs of around 52,000 patients across Northumberland.
Our surgeries are in Ashington, Cramlington, Lynemouth, Morpeth, Newbiggin, Pegswood, Seaton Deleval and Seaton Sluice.
The Role:
Shifts are between 8am – 6.30pm, Monday to Friday with additional shifts to cover our extended access hours up until 8pm and Saturday mornings (on a rota basis).
The role is to manage all patient contact operations; through our navigation call centre, digital and reception services.
You will directly manage a team of Patient Services Officers and Team Leaders, ensuring the effective handling of patient interactions and efficiently administering their care pathway. This role requires daily performance management to an agreed set of KPIs to ensure we maintain a positive patient experience; managing activity through the various communications channels, encouraging self-service and offering appropriate navigation solutions.
Main Duties:
With the support of your Team Leaders, lead, manage and motivate the Patient Services Team to deliver outstanding levels of patient care. This includes:
- Conducting regular one to ones
- Monitoring and giving feedback on service delivery quality
- Staff training and competence
- Setting and monitoring performance and productivity targets
- Coaching staff in a process of continual feedback and personal development
- Keeping appropriate personal development documentation
- Accurate, up to date and timely patient record keeping
- Handling and resolving all first-level complaints and avoiding the need for further escalation.
To monitor and manage patient demand volumes (via telephone and digital solution) ensuring that the right team are in place to deliver the most appropriate care pathways (clinical appointment) to create an outstanding patient experience, minimise complaints/errors and effectively manage cost.
Monitor service levels to ensure all performance standards are met and take corrective action where improvements are required. Specifically ensure that wait times are minimised (ideally operating to the agreed service level) and handle times are appropriate (using reporting and side by side monitoring).
Be readily accessible to support your team members on a real time basis with questions and challenges they may have relating to patient care across all your sites. Encourage a culture of continuous learning and improvement so that your team instinctively know the best way to support the patient.
Ideal candidate:
You will possess a confident and sympathetic nature when dealing with the public, excellent customer care, communication and leadership skills, and the ability to remain calm under pressure.
Previous experience in a leadership role is essential and experience of customer service, call centre environments would be advantageous.
Benefits:
We offer excellent staff benefits and a positive, supportive working environment:
- Starting leave allowance of 4 weeks and 2 days which increases to 6 weeks with length of service
- Contractual sick pay which increases with length of service
- Option to join the NHS Pension Scheme with an employer contribution of 14.38%
- Flexible working opportunities
- Staff wellbeing initiatives throughout the year
- Regular training and CPD opportunities
Please click on the APPLY button to send your CV for this role.
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