Job summary
To provide a responsive and highly effective relationship management service for GPs and GP practices. This will include liaising with clinical teams to ensure prompt and professional resolution of enquiries and complaints received from GPs and/or practices and contributing to the delivery of GP-focussed programmes.
To be an ambassador for the Wood Green Community Diagnostic Centre (WG CDC) externally and an advocate for GPs internally and work collaboratively with clinical teams and GP localities to identify ways in which clinical teams and services could work together to enhance GP satisfaction with their services.
To support clinical teams to deliver business and income plans by contributing to the design and/or delivery of campaigns which effectively market specific Trust services to GPs and practices.
To undertake market research and collect market intelligence. To draft reports which distil and disseminate useful management information for internal use.
Main duties of the job
To provide a responsive and highly effective customer relationship management service for GPs and GP practices. This will include liaising with clinical teams to ensure prompt and professional resolution of enquiries and complaints received from GPs and/or practices and contributing to the delivery of a proactive, GP-focused CRM programme.
To provide a responsive and highly effective customer relationship management service for GPs and GP practices. This will include liaising with clinical teams to ensure prompt and professional resolution of enquiries and complaints received from GPs and/or practices and contributing to the delivery of a proactive, GP-focused CRM programme.
To support clinical teams to deliver business and income plans by contributing to the design and/or delivery of campaigns which effectively market specific Trust services to GPs and practices.
To undertake market research and collect market intelligence. To draft reports which distil and disseminate useful management information for internal use to raise awareness of GP's needs and requirements
To support the CDC Clinical pathways as they pertain to GPs and the local community.
About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Job description
Job responsibilities
To support the CDC Operational Service Manager and NCL Partnerships to develop and deliver engagement programmes which support and facilitate effective clinical engagement between Trust clinicians, GPs and primary care clinicians.
To support the CDC Operational Service Manager and NCL Partnerships to develop and deliver engagement programmes which support and facilitate effective clinical engagement between Trust clinicians, GPs and primary care clinicians.
Support the CDC Operational Service Manager and NCL Partnerships in providing and continually developing a professional and effective primary care customer relations service for GPs, practices and CCGs.
Act as a professional and responsive key point of contact for GP and practice queries and complaints. Ensure proactive and effective management of responses in line with KPIs, including supervision of staff supporting this work and rapid escalation of any queries not resolved within agreed timescales.
To identify and prepare content for the Trusts GP update newsletter and issues this as required
Job description
Job responsibilities
To support the CDC Operational Service Manager and NCL Partnerships to develop and deliver engagement programmes which support and facilitate effective clinical engagement between Trust clinicians, GPs and primary care clinicians.
To support the CDC Operational Service Manager and NCL Partnerships to develop and deliver engagement programmes which support and facilitate effective clinical engagement between Trust clinicians, GPs and primary care clinicians.
Support the CDC Operational Service Manager and NCL Partnerships in providing and continually developing a professional and effective primary care customer relations service for GPs, practices and CCGs.
Act as a professional and responsive key point of contact for GP and practice queries and complaints. Ensure proactive and effective management of responses in line with KPIs, including supervision of staff supporting this work and rapid escalation of any queries not resolved within agreed timescales.
To identify and prepare content for the Trusts GP update newsletter and issues this as required
Person Specification
Education and Qualifications
Essential
- Educated to a degree level or equivalent qualification/experience
- Project management training or equivalent experience.
Desirable
- Relevant professional qualification/training in customer relations /marketing /business or a clinical profession
Skills & Abilities
Essential
- Professional, customer orientated communication and interpersonal skills, including presentation skills.
- Ability to develop effective, credible and positive working relationships and engage with people at all levels including senior managers, GPs and consultants.
- Ability to prioritise and manage several work streams simultaneously and monitor and report on projects facilitated by other teams/departments.
- Self motivated with a flexible and proactive approach.
- Ability to respond positively to deadlines and diverse workload.
- Demonstrates behaviour consistent with Trust values.
- Ability to use MS Office including Word and Excel.
Knowledge & Experience
Essential
- Experience of responding to and positively addressing customer feedback, complaints or queries both in person, on the telephone and via email.
- Experience of effective proactive customer focussed problem-solving and engaging colleagues in finding effective customer focussed solutions.
- Experience of drafting written/electronic communications or marketing material for customers.
- Use of Excel to produce reports.
- Use of Power Point to produce presentations
- Understanding the role of customer service in achieving
Person Specification
Education and Qualifications
Essential
- Educated to a degree level or equivalent qualification/experience
- Project management training or equivalent experience.
Desirable
- Relevant professional qualification/training in customer relations /marketing /business or a clinical profession
Skills & Abilities
Essential
- Professional, customer orientated communication and interpersonal skills, including presentation skills.
- Ability to develop effective, credible and positive working relationships and engage with people at all levels including senior managers, GPs and consultants.
- Ability to prioritise and manage several work streams simultaneously and monitor and report on projects facilitated by other teams/departments.
- Self motivated with a flexible and proactive approach.
- Ability to respond positively to deadlines and diverse workload.
- Demonstrates behaviour consistent with Trust values.
- Ability to use MS Office including Word and Excel.
Knowledge & Experience
Essential
- Experience of responding to and positively addressing customer feedback, complaints or queries both in person, on the telephone and via email.
- Experience of effective proactive customer focussed problem-solving and engaging colleagues in finding effective customer focussed solutions.
- Experience of drafting written/electronic communications or marketing material for customers.
- Use of Excel to produce reports.
- Use of Power Point to produce presentations
- Understanding the role of customer service in achieving
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
