Job summary
Living Well Partnership is made up of 7 GP
surgeries working innovatively to change the way we deliver great patient care
and fast, effective patient communication. The days of sitting behind a
Reception desk are gone our Reception function is bucking the trends and
working in smarter and more resourceful ways in order to meet the ever-changing
needs of our patients during these unprecedented times.
Our Reception teams are undergoing huge
changes in preparing to become the most effective, quality, service-driven
teams they have ever been. As part of this mission, were now looking to
recruit a motivated Team Manager for our call handling function.
Main duties of the job
Our call handling team are a busy,
multifaceted team answering calls to our 40,000+ patients every day. Your team
will be first port of call for answering
patient queries and successful signposting to online services. They are
administrators of appointment booking, maintaining accurate patient records,
and actioning daily tasks on our clinical systems. Working to call and waiting
length time targets, youll be the driver of KPI delivery in a team who have
evolved from front desk, administration and generalist backgrounds.
Change management, process implementation and
service improvement will all be evidenced in your experience and background.
Youll be an energised people manager; ready to face the daily challenges
arising in your diverse team. Youll love to coach and train new employees,
adopting the strategies implemented by our Patient Services Management team,
whilst developing new ideas of your own.
About us
You should have at least 3 years experience
in a supervisory or managerial role within a call centre, or dedicated call
handling team, with prior experience of working as a Call Handler yourself. Youll
be comfortable working with data, collating information, analysis, and
compiling reports. Key Performance Indicator management wont be new to you and
youll know how to motivate your team to achieve the best results.
This is a full-time role, worked across 5
days. Youll predominantly be based at St Lukes Surgery but there will be some
requirement to travel across sites for management meetings, training, and
absence cover.
Our Call Handling team are an integral
function within the Partnership. You should be ready to hit the ground running
and work with your team to drive quality and results from day one.
To apply, please email your CV with a
covering letter detailing how you meet the requirements of the role to soccg.livingwell-recruitment@nhs.net
Job description
Job responsibilities
Job
Title: Call Handling Team Manager
Department: Patient Services
Reports
to: Deputy Patient
Services Manager
Salary: £13.00 -
£14.00 PH / £25,419 £27,375 PA
Overall Aim
The Team Lead for the Patient Service
Advisors is responsible for the delivery of a professional, efficient and
effective call handling service by coaching and motivating the team to
effectively deal with inbound calls to the practice in line with documented
processes.
Key Responsibilities
1.
Team Management
Focus
- Managing the call handling team; motivating,
coaching and supporting
them to deliver quality and positive KPI results
- Manage
and be accountable for day-to-day activities, prioritising workload where
needed
- Act as point of contact for all
on-site staff with regards to local issues management, passing queries up
to DPSM or liaising with appropriate department e.g. facilities, IT or HR
- Ensuring
telephone communications are effective and appropriate and dealt with in
line with documented processes
- Reporting to the
Deputy Patient Services Manager and escalating any service impact issues
or incidents
- Ensure
agreed Key Performance Indicators are achieved, for example wait times and
call to answer times
- Cultivate a positive and motivated team culture, and
promote cross site working and collaboration
- Lead
and inspire the team of Patient Service Advisors to deliver excellent
levels of patient care and satisfaction
- Work with the
Deputy Patient Services Manager to identify and deliver positive change
and business efficiencies
- Work with
other relevant teams / colleagues to support effective workflow and task
management
- Effective management of verbal complaints and
application of the Partnership complaints policy
- Investigate, record and identify learnings for
significant events related to the team of Patient Service Advisors, in
line with the Significant Event Policy
- Working closely with other Patient Service Team
Leads across the Partnership; attending regular on / off-site meetings to
ensure best practice is shared and good working relationships across the wider
Patient Services Team are maintained
- Complete
audits, as required, to a high standard e.g. Information Governance, IT,
CQC, etc
- Support the
Partnership in preparation of area of focus for CQC or other external
inspections
- Participation
and support with variable Patient Services projects and initiatives as
required by the business
- Provide emergency cover for call handling team
if/when necessary due to employee absences
2.
HR Focus
Line
manage team of Patient Service Advisors
Manage
rotas for team to ensure appropriate call handling cover at all times
Ensure effective cascade of communication
to whole team through multiple avenues including verbal, email, in-house
systems and other appropriate communication systems
- Use team input and own initiative to
ensure attendance and retention targets are achieved
- Host and record
probations, 1-2-1s, appraisals and team meetings in line with protocol; follow
up on and take ownership for agreed actions and next steps, where
necessary
- Take
accountability for the on boarding and training of all new staff into the
team
- Support the recruitment process for new call
handlers
- Deliver ongoing training
and development plans and ensure they are maintained for all team members,
utilising TARGET sessions where possible
Manage
the fair and consistent application of performance management and disciplinary
measures as necessary
3. IT Focus
Ensure IT is being used effectively
and consistently to support call handling function
Oversee local
training for new IT applications
Support call handling team in the use and local maintenance
of IT systems, including communication systems, ensuring all employees are
competent and confident in the use of such systems
Report IT issues to IT
Coordinator via internal spiceworks system
4. Health & Safety Focus
Comply
with Health & Safety requirements of the Partnership
Undertake regular Health and Safety audits across all sites
Report health & safety
issues to Facilities Coordinator via internal spiceworks system
5. Other Duties
- Lead assigned
Task & Finish projects as requested
- Act as a
representative of the organisation
- Keeping up to
date with business development
- Work with other Patient Service Teams Leads in
the resolution of patient tasks
- Participate and support variable projects and
initiatives as required by the business
Key Results
- Set Key
Performance Indicators are met
- Efficient access
for patients into the surgery via the telephone
- Effective and
efficient management of Patient Service Advisors
Please also be aware
of and follow the Partnerships policies and procedures, with particular
attention to patient confidentiality, health and safety, equality and diversity
and customer service excellence. To further your development and knowledge you
will be expected to attend training as necessary.
The Partnership reserves the right to amend
this role profile as necessary, after consultation with the post holder, to
reflect changes in or to the job.
Job description
Job responsibilities
Job
Title: Call Handling Team Manager
Department: Patient Services
Reports
to: Deputy Patient
Services Manager
Salary: £13.00 -
£14.00 PH / £25,419 £27,375 PA
Overall Aim
The Team Lead for the Patient Service
Advisors is responsible for the delivery of a professional, efficient and
effective call handling service by coaching and motivating the team to
effectively deal with inbound calls to the practice in line with documented
processes.
Key Responsibilities
1.
Team Management
Focus
- Managing the call handling team; motivating,
coaching and supporting
them to deliver quality and positive KPI results
- Manage
and be accountable for day-to-day activities, prioritising workload where
needed
- Act as point of contact for all
on-site staff with regards to local issues management, passing queries up
to DPSM or liaising with appropriate department e.g. facilities, IT or HR
- Ensuring
telephone communications are effective and appropriate and dealt with in
line with documented processes
- Reporting to the
Deputy Patient Services Manager and escalating any service impact issues
or incidents
- Ensure
agreed Key Performance Indicators are achieved, for example wait times and
call to answer times
- Cultivate a positive and motivated team culture, and
promote cross site working and collaboration
- Lead
and inspire the team of Patient Service Advisors to deliver excellent
levels of patient care and satisfaction
- Work with the
Deputy Patient Services Manager to identify and deliver positive change
and business efficiencies
- Work with
other relevant teams / colleagues to support effective workflow and task
management
- Effective management of verbal complaints and
application of the Partnership complaints policy
- Investigate, record and identify learnings for
significant events related to the team of Patient Service Advisors, in
line with the Significant Event Policy
- Working closely with other Patient Service Team
Leads across the Partnership; attending regular on / off-site meetings to
ensure best practice is shared and good working relationships across the wider
Patient Services Team are maintained
- Complete
audits, as required, to a high standard e.g. Information Governance, IT,
CQC, etc
- Support the
Partnership in preparation of area of focus for CQC or other external
inspections
- Participation
and support with variable Patient Services projects and initiatives as
required by the business
- Provide emergency cover for call handling team
if/when necessary due to employee absences
2.
HR Focus
Line
manage team of Patient Service Advisors
Manage
rotas for team to ensure appropriate call handling cover at all times
Ensure effective cascade of communication
to whole team through multiple avenues including verbal, email, in-house
systems and other appropriate communication systems
- Use team input and own initiative to
ensure attendance and retention targets are achieved
- Host and record
probations, 1-2-1s, appraisals and team meetings in line with protocol; follow
up on and take ownership for agreed actions and next steps, where
necessary
- Take
accountability for the on boarding and training of all new staff into the
team
- Support the recruitment process for new call
handlers
- Deliver ongoing training
and development plans and ensure they are maintained for all team members,
utilising TARGET sessions where possible
Manage
the fair and consistent application of performance management and disciplinary
measures as necessary
3. IT Focus
Ensure IT is being used effectively
and consistently to support call handling function
Oversee local
training for new IT applications
Support call handling team in the use and local maintenance
of IT systems, including communication systems, ensuring all employees are
competent and confident in the use of such systems
Report IT issues to IT
Coordinator via internal spiceworks system
4. Health & Safety Focus
Comply
with Health & Safety requirements of the Partnership
Undertake regular Health and Safety audits across all sites
Report health & safety
issues to Facilities Coordinator via internal spiceworks system
5. Other Duties
- Lead assigned
Task & Finish projects as requested
- Act as a
representative of the organisation
- Keeping up to
date with business development
- Work with other Patient Service Teams Leads in
the resolution of patient tasks
- Participate and support variable projects and
initiatives as required by the business
Key Results
- Set Key
Performance Indicators are met
- Efficient access
for patients into the surgery via the telephone
- Effective and
efficient management of Patient Service Advisors
Please also be aware
of and follow the Partnerships policies and procedures, with particular
attention to patient confidentiality, health and safety, equality and diversity
and customer service excellence. To further your development and knowledge you
will be expected to attend training as necessary.
The Partnership reserves the right to amend
this role profile as necessary, after consultation with the post holder, to
reflect changes in or to the job.
Person Specification
Personal Style & Behaviour
Essential
- Personal commitment to the values, vision and objectives of the Partnership
- Ability to work under pressure
- Energetic and motivated individual
- High expectation of self and others
- Motivated to work for the benefit of team, Partnership and patients
- Self-starter, able to work on own initiative
Desirable
- Ability to be creative as well as reactive or methodical
Other
Essential
- Evidenced commitment to equality and diversity
Experience
Essential
- Evidenced experience of working as a call handler team lead (e.g. >3 years+)
- Evidenced team and people management experience
- Experience in a customer service environment
- Experience of handling complaints and feedback
- Experience of working to set KPIs
- Experience of extracting, analysing, and compiling data e.g. trends, patterns and reporting
Desirable
- Demonstrable ongoing professional development
- Experience in coaching and communication skills
- Experience in employee training and on boarding
Knowledge
Essential
- Knowledge of quality systems and key performance indicators
Desirable
- Knowledge of General Practice Reception processes and systems (eg. EMIS and Docman)
Skills
Essential
- Excellent attention to detail
- Excellent interpersonal skills
- Excellent organisational skills
- Excellent leadership skills
- Excellent verbal and written communication skills
- Computer literate
Desirable
- Ability to deal with demanding patients and escalations
- Strong coaching and people-development skills through call listening, quality feedback
Person Specification
Personal Style & Behaviour
Essential
- Personal commitment to the values, vision and objectives of the Partnership
- Ability to work under pressure
- Energetic and motivated individual
- High expectation of self and others
- Motivated to work for the benefit of team, Partnership and patients
- Self-starter, able to work on own initiative
Desirable
- Ability to be creative as well as reactive or methodical
Other
Essential
- Evidenced commitment to equality and diversity
Experience
Essential
- Evidenced experience of working as a call handler team lead (e.g. >3 years+)
- Evidenced team and people management experience
- Experience in a customer service environment
- Experience of handling complaints and feedback
- Experience of working to set KPIs
- Experience of extracting, analysing, and compiling data e.g. trends, patterns and reporting
Desirable
- Demonstrable ongoing professional development
- Experience in coaching and communication skills
- Experience in employee training and on boarding
Knowledge
Essential
- Knowledge of quality systems and key performance indicators
Desirable
- Knowledge of General Practice Reception processes and systems (eg. EMIS and Docman)
Skills
Essential
- Excellent attention to detail
- Excellent interpersonal skills
- Excellent organisational skills
- Excellent leadership skills
- Excellent verbal and written communication skills
- Computer literate
Desirable
- Ability to deal with demanding patients and escalations
- Strong coaching and people-development skills through call listening, quality feedback
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
