Patient Central (Call Centre) Co-ordinator/Team Leader

Job description

Job responsibilities

You are to assist in the successful delivery of a multi-channel contact centre that meets patient needs and exceeds patient expectations. To actively contribute to the creation of a team culture that demands positivity, a can-do attitude, and excellence in everything we do.

You will be able to handle complaints on behalf of the Practice, providing a first-class complaints experience for our patients.

You will contribute to the Practice goal of delivering the Best Customer Experience for our patients.

Main Duties:

1.People Management. You will undertake inspirational and regular 1-1's and annual reviews with all team members. You will manage absences in line with our absence management policy.

2.Rota and workforce management. Production of weekly team rotas, ensuring that the team are provided with their working shifts at least 4 weeks in advance, and that both planned and unplanned absences are managed, mitigating any potential impact upon service delivery. You will be responsible for the recruitment into the team and promptly filling any vacancies that arise.

3.Answering queries from both within the team and the wider business. You should be able to provide prompt and accurate responses to queries. You should also be able to network across the Practice, building relationships to ensure closer working.

4.Performance management. Be confident in addressing any aspect of under-performance, but equally be willing to celebrate success. Address under performance swiftly and with a clear action plan, goals, and timescales to rectify any identified issues.

5.Call stats. You should be able to undertake the production and analysis of regular call performance information for both the individual and the team.

6.Ensure the delivery of essential services and SLAs such as cancellation line, complaints, text magic, and enquiries email. Daily monitoring of service provision and performance against agreed service levels.

7.Accepting escalated calls from call handlers where relevant. Whether this be a complaint call, or a complicated call, you will need to be on hand to assist the team when they need you, ensuring an excellent service is delivered to our patients.

8.Process development and best practise documentation. Given the pace of change and range of processes that we are involved in, it is important to have the ability to gain a thorough understanding of processes, and then be able to document this in a best practise format suitable for dissemination to the team.

9.Subject matter expert. You should already be, or can become, a subject matter expert upon all aspects of the role.

10.Coaching and mentoring. You should be both able and willing to support all team members to become the best they can be. Via implementing effective coaching and mentoring techniques, you will be able to influence and evidence continuous improvement.

11.Complaints handling. You should be able to confidently and professionally manage both verbal and written complaints. You will be the dedicated complaints handler for all incoming complaints into the Practice. You will coordinate complaints centrally and help facilitate relevant business managers complaints responses.

Person Specification

Competencies

Essential

• Can do Attitude
• Be able to work as a team and independently
• Motivational
• Positive Attitude
• Proactive and forward thinking
• Actively seeks beneficial change
• Lead by example
• Confidentiality
• Prioritisation skills
• IT Literate

Experience

Essential

• Have 2 years experience in a people management and customer service environment.

Employer details

Employer name

Priory Medical Group

Address

Priory Medical Centre

Cornlands Road

York

North Yorkshire

YO24 3WX

Employer's website

https://www.priorymedical.com (Opens in a new tab)