Phone Hub Team Lead

Job description

Job responsibilities

This position is designed with professional growth in mind. During the first six months, youll be supported through a tailored development plan and will gradually take on the full scope of responsibilities listed below.

Key Responsibilities:

To be responsible for your own continuing self-development, undertaking training as appropriate.

To undertake other duties appropriate to the grading of the post as required.

Must be able to work flexible hours.

Lead:

Assist the Contact Centre Managers to oversee the routine daily activities of all Phone hub staff and ensure individuals are employed to best advantage

Supporting the team in delivery of operational results

Assist the Contact Centre Managers to monitor absence and approve leave requests for all members of the Phone hub team

Responsible for preparing Phone hub rotas for at least 6 weeks in advance

Arrange additional staff cover during leave or sick leave periods to ensure that key staff functions are performed

Ensure that personnel are available to provide sufficient provision for dealing with incoming and outgoing telephone calls

Assist the Contact Centre Managers with 1:1s for all members of the Phone team

Assist the Contact Centre Managers with reviewing training and learning needs for all members of the Phone hub team and update the training matrix

Training:

Assist to identify, through 1:1s and observation, the training needs of Phone hub team members

Assist the Contact Centre Managers to plan and execute staff training sessions as relevant to role, including one to one training and group training

Update guidance as processes change within the organisation and assist to provide training sessions to staff

Support and mentor PAs, both as individuals and team members

Be available as the first point of support for PAs

Report any concerns to the Contact centre managers

Provide coaching and feedback

Appointments Management:

Co-ordinate the cancellations of clinics and rearranging of clinics

Patient and Stakeholder Liaison:

Assist the Contact Centre Managers to deal with patient queries that Phone hub staff have been unable to address

Ensure that online registrations are processed in accordance with practice protocol and published guidance

Assist the Phone hub Mangers to ensure that public areas, including waiting rooms and notice boards, are kept tidy and up to date and that leaflet dispensers are kept stocked with relevant information

Ensure the Groups suggestions and complaints procedure is followed

Assist the Contact Centre Managers to develop and maintain effective communications within the Phone hub team, the Practice, the Group, the Patient Participation Group and with relevant outside agencies

Buildings Management:

Ensure repair and maintenance issues are referred to the appropriate individual in a timely manner

Assist the Contact Centre Managers to allocate staff to stock GP rooms and complete weekly checks of expiry dates for all items within clinical rooms

Information Management and Technology:

Ensure computer and telephone system faults are escalated to the IT lead

Assist the Contact Centre Managers to maintain an up-to-date directory of services to promote care navigation and signposting of services to patients

Organisation and Improvement:

Assist the Contact Centre Managers to identify process improvements and support them to implement change and drive efficiency within the team

Use own initiative in highlighting gaps in processes and implementing changes, where appropriate, to ensure a smooth running of the Phone hub team

Quality:

The postholder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions

Contribute to the effectiveness of the team by reflecting on own and team activities and

making suggestions on ways to improve and enhance the teams performance

Effectively manage own time, workload, and resources

Health and Safety:

Ensure all members of staff comply with the Groups health and safety policy

Carry out risk assessments to comply with current Health and Safety legislation

Ensure any health and safety concerns are reported to the Operations Manager

To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection).

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers, and colleagues

Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues

Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities, and rights

The details contained in this job description are not exhaustive and may change as the post develops.

Governance:

Identify and record risks and issues, developing contingency plans with service and contract leads

Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice

Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement

Confidentiality:

To maintain confidentiality of information acquired in the course of undertaking duties for the practice.

Person Specification

The Groups Values

Essential

• The candidate must demonstrate an understanding of our values.

Skills

Essential

• Robust organisational skills
• Excellent IT skills.
• Good numeracy skills
• Excellent communication skills
• Able to take a welcoming, sympathetic, and patient approach with all patients, visitors and callers
• Able to problem solve and take initiative
• Able to build supportive and productive working relationships across a team
• Self-motivated, reliable, and dedicated
• Able to manage conflict
• Flexible working attitude

Desirable

• Leadership skills across sites
• Able to build supportive working relationships across the group, supporting teamwork between interdepending teams
• Can do attitude and forward thinker demonstrating a range on innovation or improvements to practice

Experience

Essential

• Experience of working within General Practice
• A minimum of 1 year experience working in a high call volume setting
• Considerable experience of delivering an excellent customer service

Desirable

• Experience of managing staff rotas ensuring staffing levels are safe to provide adequate cover for the continuation of Services
• Able to recognise staff training needs and deliver training tailored to individual learner and group learning
• Ability to manage staff individual performance through the one-to-one process

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.

Employer details

Employer name

Beacon Medical Group

Address

Mudge Way

Plymouth

PL7 1AD

Employer's website

https://www.beaconmedicalgroup.nhs.uk/ (Opens in a new tab)