Job summary
Lea Vale Medical Group have a fantastic opportunity for someone to join our team as a call centre supervisor. We are a CQC outstanding-rated GP practice dedicated to delivering high-quality, patient-centred care. We foster a supportive team culture and encourage continuous learning and innovation.
The successful candidate will support our dedicated call handling team and lead by example to ensure our patients receive the best possible service from the Practice.
You will ensure patients receive prompt, courteous, and efficient service by overseeing appointment bookings, handling complex queries, and supporting staff development.
This role is suitable for someone with previous primary care management experience, or someone looking for their first step up in to a management role as we are very willing to train and develop someone with the appropriate passion and drive for this role.
If you are someone who likes a varied role and you are enthusiastic, caring and compassionate then apply now!
We can offer:
- A comprehensive induction
- Competitive Salary
- NHS Pension
- Support to guide your personal and professional development
- Excellent training opportunities
Main duties of the job
To support the patient services manager and the call handler team by communicating with patients, visitors and practice staff to ensure surgeries run smoothly. You will work closely with the patient services manager to ensure workflow processes are safe and robust.
About us
We are a 10 partner practice located in
Luton and Ampthill, across 4 sites, serving the needs of around 45,000 patients.
We are looking for staff who share the same teamworking ethics to join our team.The successful candidate will be joining an innovative and
proactive practice.
We learn from the past but are always looking to the future. This is true for when we look for new staff as well, your skills and experience will be what make you suitable for this role but we are more interested in your ideas for the future. How you want to develop yourself and how that will improve our practice and the service we offer to our patients.
Job description
Job responsibilities
Main duties of the job
- Work in collaboration with senior staff to ensure workflow processes are safe and robust
- Work with the Patient Services Manager to ensure all call centre rotas are covered throughout the week
- Lead by example in the navigation centres depending on cover required
- Be available to answer patient calls when required, especially during peak times or to provide cover in the absence of team members
- The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the call centre supervisor to support staff in their development plans and to deliver on progression objectives
Patient appointments and advice (navigation)
- Become the champion and knowledgeable expert of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided
- Training staff on the above
First line patient communication
- Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work
Admin process management
- Work with the Patient Services Manager to ensure call centre staff are covering all aspects of navigation admin, including Klinik and tasks
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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.
We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.
Job description
Job responsibilities
Main duties of the job
- Work in collaboration with senior staff to ensure workflow processes are safe and robust
- Work with the Patient Services Manager to ensure all call centre rotas are covered throughout the week
- Lead by example in the navigation centres depending on cover required
- Be available to answer patient calls when required, especially during peak times or to provide cover in the absence of team members
- The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the call centre supervisor to support staff in their development plans and to deliver on progression objectives
Patient appointments and advice (navigation)
- Become the champion and knowledgeable expert of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided
- Training staff on the above
First line patient communication
- Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work
Admin process management
- Work with the Patient Services Manager to ensure call centre staff are covering all aspects of navigation admin, including Klinik and tasks
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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.
We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.
Person Specification
Skills and Abilities
Essential
- Passion for developing self and colleagues
- Evidence of innovation in previous roles
- Strong communication skills with evidence of multi-layer communication in the past
- Multi-tasking
- Organisation skills
- Ability to exercise sound judgement when faced with conflicting pressures
Experience
Essential
- Primary care experience
- Line management experience
- Involvement in patient or customer services
- Teamworking environments
Desirable
Qualifications
Desirable
- Degree level or equivalent
Person Specification
Skills and Abilities
Essential
- Passion for developing self and colleagues
- Evidence of innovation in previous roles
- Strong communication skills with evidence of multi-layer communication in the past
- Multi-tasking
- Organisation skills
- Ability to exercise sound judgement when faced with conflicting pressures
Experience
Essential
- Primary care experience
- Line management experience
- Involvement in patient or customer services
- Teamworking environments
Desirable
Qualifications
Desirable
- Degree level or equivalent
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.
