Job summary
Mastercall Healthcare is social enterprise organisation. Our
mission is to achieve excellence in the care of our patients, providing a safe
and caring high-quality service that is easily accessible. We provide several
innovative out of hospital services, that have patients at the forefront of
every service we provide.
An exciting opportunity has arisen to appoint a part time
Shift Lead. We work on a two-week rota and have the following set shifts
available.
Week 1
Wednesday
1300-1800
Saturday
1800-2200
Week 2
Tuesday
0800-1300
Wednesday
1300-1800
Thursday
0800-1300
Friday
1300-1800
Saturday
1300-1800
Saturday
1800-2200 (1 in 4)
Saturday
1800-2315 (1 in 4)
Sunday
1300-1800
Rate of Pay £15.04 to £19.43 per hour depending on shift
time
You must have right to work in the UK as we are unable to
offer graduate or visa sponsorship, and no visa extensions can be offered for
this role.
Main duties of the job
The overall responsibility of the Shift Lead is to manage and
co-ordinate the operational needs of the call centre services department,
ensuring services are delivered in a safe and efficient manner at all times
including the supervision, training, mentorship and peer support to all
staff/employees and contractors working across all service streams. As Shift
Lead you will act as a senior point of contact on shift, liaise with external
agencies and deal with queries, complaints and incidents.
You will liaise closely with the Head of Operations and Service Leads
to ensure the smooth and efficient supervision of the services during
operational hours.
About us
Mastercall Healthcare has over 29 years experience as an
innovative, highly performing, award-winning Social Enterprise organisation.
We are passionate about providing the very best patient care
at the very best place for the patient.
Our Social Value ethos commits us to ensuring the very best
use of the public pound, maximising the return on investment of our
commissioners, and supporting the NHS deliver affordable, effective, safe
patient centred services.
Our purpose is to ensure that we deliver safe, high quality,
patient centred services that support people to live and age well. We are here
to support our community and our health and social care partners. We provide a
range of highly effective urgent primary care services that support hospital
admission avoidance and early supported discharge from hospital where
clinically safe and appropriate.
Employee benefits include:
Living Wage Employer
NHS Pension Scheme
NHS Blue light card/Discount scheme
Flexible working
Career development
Competitive rates of pay
Generous holiday entitlement, long service enhancements and
the option to purchase additional l eave
Wellbeing schemes
Job description
Job responsibilities
The overall responsibility of the Shift
Lead is to manage and co-ordinate the operational needs of the call centre
services department, ensuring services are delivered in a safe and efficient
manner at all times including the supervision, training, mentorship and peer
support to all staff/employees and contractors working across all service
streams. As Shift Lead you will act as a senior point of contact on shift,
liaise with external agencies and deal with queries, complaints and incidents.
You will liaise closely with the Head
of Operations and Service Leads to ensure the smooth and efficient supervision
of the services during operational hours.
Staffing/People
Line
management responsibility for a team of Operators. Carrying out 1-2-1s,
appraisals, probationary reviews and conducting return to work interviews.
Promote
good working relationships, taking a pro-active role in maintaining effective
and supportive teamwork
Provide
daily supervision, training, mentorship and peer support to all staff within
the CCS services
Assist
with covering the staff rota in the event of absenteeism. Liaise with Rota Lead
and Operations Manager as necessary
Monitor
and assist training progress ensuring that competency on all levels is
achieved. Reporting any concerns to the Service Leads/Learning and Development
Manager
Attend
regular Shift Lead meetings with the Service Leads
Undertake
back to work interviews following periods of sickness and highlight any issues
to Service Leads
Assist
with staff appraisals
Assist
in the measurement of key performance indicators by means of call audit and
raise concerns/ training needs as necessary
Deal
with any staff issues in a professional manner, liaising with Human Resources
and Service Leads as appropriate
Systems/General
To receive & accept calls from
patients and health care professionals accessing the service streams within CCS
and Dental, and ensure their needs are met by appropriate referral to the
correct service.
Ascertain and maintain sound knowledge and understanding of the patient
record systems, communication systems and office/computer/fax equipment.
Escalate and report any incidents, complaints and compliments on
Ulyssess in a timely fashion
Be the first point of contact for complaints on shift and deal with
issues in an appropriate manner. Have an up-to-date knowledge of complaints
procedures and timescales
To oversee and organise the shift in accordance with service
requirements.
To facilitate with any administration and documentation required (eg
controlled drugs key)
Produce statistics and informational data if required.
To give a full and concise handover/report to colleagues
Ensure all databases/files are maintained and updated on a daily basis
Assist the Service Leads with general administration duties which arise
and are within your capabilities
Job description
Job responsibilities
The overall responsibility of the Shift
Lead is to manage and co-ordinate the operational needs of the call centre
services department, ensuring services are delivered in a safe and efficient
manner at all times including the supervision, training, mentorship and peer
support to all staff/employees and contractors working across all service
streams. As Shift Lead you will act as a senior point of contact on shift,
liaise with external agencies and deal with queries, complaints and incidents.
You will liaise closely with the Head
of Operations and Service Leads to ensure the smooth and efficient supervision
of the services during operational hours.
Staffing/People
Line
management responsibility for a team of Operators. Carrying out 1-2-1s,
appraisals, probationary reviews and conducting return to work interviews.
Promote
good working relationships, taking a pro-active role in maintaining effective
and supportive teamwork
Provide
daily supervision, training, mentorship and peer support to all staff within
the CCS services
Assist
with covering the staff rota in the event of absenteeism. Liaise with Rota Lead
and Operations Manager as necessary
Monitor
and assist training progress ensuring that competency on all levels is
achieved. Reporting any concerns to the Service Leads/Learning and Development
Manager
Attend
regular Shift Lead meetings with the Service Leads
Undertake
back to work interviews following periods of sickness and highlight any issues
to Service Leads
Assist
with staff appraisals
Assist
in the measurement of key performance indicators by means of call audit and
raise concerns/ training needs as necessary
Deal
with any staff issues in a professional manner, liaising with Human Resources
and Service Leads as appropriate
Systems/General
To receive & accept calls from
patients and health care professionals accessing the service streams within CCS
and Dental, and ensure their needs are met by appropriate referral to the
correct service.
Ascertain and maintain sound knowledge and understanding of the patient
record systems, communication systems and office/computer/fax equipment.
Escalate and report any incidents, complaints and compliments on
Ulyssess in a timely fashion
Be the first point of contact for complaints on shift and deal with
issues in an appropriate manner. Have an up-to-date knowledge of complaints
procedures and timescales
To oversee and organise the shift in accordance with service
requirements.
To facilitate with any administration and documentation required (eg
controlled drugs key)
Produce statistics and informational data if required.
To give a full and concise handover/report to colleagues
Ensure all databases/files are maintained and updated on a daily basis
Assist the Service Leads with general administration duties which arise
and are within your capabilities
Person Specification
Qualifications
Essential
- Educated to GCSE Standard Maths & English
Desirable
- Customer Care or Management Qualification
General Qualities
Essential
- Strong team player, values and makes use of the skills and knowledge of others
- Takes responsibility for decisions and actions taken
- The post holder has the ability to remain calm under pressure, be self-motivated, with a flexible approach.
- Works co-operatively and supportively, remains tolerant and fair towards others, values diversity.
- Self-aware and ensures own behaviour and attitude impacts positively on others.
- Committed to own development and learning
- Passion/commitment to achieving results, providing excellent services.
Experience
Essential
- Experience of working with patients
- Excellent communication skills, is articulate and able to communicate at all levels using good interpersonal skills
- Portrays a positive image of the Company when communicating both inside the company and externally
- Good IT Skills, competent in the use of email systems, Microsoft office. Ability to adapt to other software.
- Able to manage and deliver successful performance indicators
- Strong written communication skills- ability to write clearly, logically.
Desirable
- Successful track record of leading a team working in a call centre environment
- Knowledge of Adastra and Rotamaster
- To have good knowledge of the phone system and be able to log any issues with the phone systems or IT with the service desk and escalate as needed
Person Specification
Qualifications
Essential
- Educated to GCSE Standard Maths & English
Desirable
- Customer Care or Management Qualification
General Qualities
Essential
- Strong team player, values and makes use of the skills and knowledge of others
- Takes responsibility for decisions and actions taken
- The post holder has the ability to remain calm under pressure, be self-motivated, with a flexible approach.
- Works co-operatively and supportively, remains tolerant and fair towards others, values diversity.
- Self-aware and ensures own behaviour and attitude impacts positively on others.
- Committed to own development and learning
- Passion/commitment to achieving results, providing excellent services.
Experience
Essential
- Experience of working with patients
- Excellent communication skills, is articulate and able to communicate at all levels using good interpersonal skills
- Portrays a positive image of the Company when communicating both inside the company and externally
- Good IT Skills, competent in the use of email systems, Microsoft office. Ability to adapt to other software.
- Able to manage and deliver successful performance indicators
- Strong written communication skills- ability to write clearly, logically.
Desirable
- Successful track record of leading a team working in a call centre environment
- Knowledge of Adastra and Rotamaster
- To have good knowledge of the phone system and be able to log any issues with the phone systems or IT with the service desk and escalate as needed
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.
