Patient Central (Call Centre) Co-ordinator/Team Leader
Priory Medical Group
This job is now closed
Are you looking for an opportunity to work within a supportive team at one of the largest and most innovative GP Practices in the country? Do you have people supervisory / management experience? Do you think you would thrive managing and leading a team of call handlers?
We could have just the role for you
You will assist in the successful delivery of a multi-channel contact centre that meets patient needs and exceeds patient expectations. You will actively contribute to the creation of a team culture that demands positivity, a can-do attitude, and excellence in everything we do.
You will also handle complaints on behalf of the Practice, providing a first-class complaints experience for our patients and contribute to the Practice goal of delivering the Best Customer Experience for our patients.
Main duties of the job
Some of the main duties are:
Rota and Workforce Management
Answering queries from both within the team and the wider business
Working with targets/statistics
Assisting with calls where appropriate
Coaching and Mentoring
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.
Priory Medical Group (PMG) provides a broad range of NHS and private clinical services covering the whole of the City of York and the surrounding area. 9 surgery sites but the benefit of being one co-ordinated and supportive PCN.
All our surgeries offer GP and Nurse led routine and urgent appointments throughout the week.
PMG was founded in 1946 and has since grown to become one of the largest GP Groups in the UK. Despite our size our core values are to maintain the Family Doctor ethos.
PMG is also a Training Practice and has strong links with the Hull York Medical School and Yorkshire and Humber Deanery. Our doctors train and educate many new doctors each year.
We offer travel advice and vaccines both with a PMG nurse (NHS vaccines) and also in partnership with MASTA (private vaccines). All our clinics are manned by fully trained and experienced staff who provide the latest travel health information.
We also offer a range of occupational health services including private medical examinations.
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.
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.