Job summary
To support the Outpatient Contact Centre Manager in the management of the Outpatient Contact Centre. Monitoring and supervising staff response to calls, webchats and emails received from patients and Trust colleagues, ensuring they are actioned appropriately within the agreed timeframes. Liaising with the Outpatient Booking and Request List Supervisor and Outpatient Reception Supervisors to support the Booking and Request list team to support the monitoring of waiting list backlogs for ERS bookings and Request list bookings. The Outpatient Contact Centre Supervisor will directly line manage the Outpatient Contact Centre Agents who are responsible for responding to all calls, emails and webchats received by either patients or Trust staff. The Outpatient Contact Centre Supervisor will be expected to support he Contact Centre Manager provide regular service level reports to track the performance of the department via the Netcall Liberty Converse Call Centre system.
You will have experience of communicating with a wide range of people on all levels, specifically via non face to face mediums. You will be able to work on your own initiative, prioritising your workload and always paying attention to detail whilst working under pressure and to tight deadlines. You will be a good team player with a flexible approach to work, pleasant personality, and positive outlook.
Main duties of the job
The main role of the Outpatient Contact Centre Supervisor is to monitor and supervise the workload and performance of Contact Centre Agents with the aim of providing an efficient and appropriate customer service to patients contacting the Trust for queries relating to appointments for Outpatient supported services. To ensure clerical and administrative support by the Outpatient Contact Centre team to nursing and medical teams in order to maintain an excellent standard of service to patients attending the Outpatient departments at WHTH. To supervise and oversee the distribution of workload and directly line manage the Contact Centre Agents. To support the Contact Centre Manager in producing regular Contact Centre performance reports and introduce new KPI's for the service.
About us
There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust! Major redevelopment works are planned as part of the New Hospital Programme. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.
The trust has recently gained 'teaching hospital' status which reflects the dedicated work of many teams and individuals who have set the standard for delivering high quality training, learning and education at all levels of the workforce.
We encourage and welcome people with disabilities. If you need help, please ask.
We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.
If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
Job description
Job responsibilities
- Supervision of Outpatient Contact Centre workload and performance.
- Ensuring Contact Centre staff are appropriately registering patient details on the patient administration system, ensuring a high level of data accuracy in patient demographic information.
- Acting as a direct line manager to the Contact Centre Agents.
- Supporting the implementation of a range of new KPIs for the Contact Centre team to report against with regard to response times and backlog management.
- Ensuring Management and correct use of Cerner Request lists by all Contact Centre staff to help monitor and manage unbooked appointments or requests to cancel or reschedule appointments
- Reviewing and supporting the development of new pathways to streamline current booking and contact centre processes.
- Being responsible for the effective training of all new staff with support from the Contact Centre Manager.
- Ensuring spot checking is completed on a daily basis, with mini-audits carried out on a regular basis.
- Utilising the Netcall Liberty Converse Call Centre system to actively record evaluations on staff performance.
- Ensuring booking of appointments are completed based according to clinical urgency and RTT targets. Ensuring that all patient referrals received as an Urgent are booked according to WHHT and national policy.
- Dealing with any issues relating to patient or Trust staff emails, calls and webchats that require urgent attention, as highlighted by other members within the team.Seeking support from the Contact Centre manager when required.
- Dealing with patients in a mature manner when speaking to them on the phone for arranging of Outpatient appointments. This may sometimes involve dealing with distressed patients and a sensitive and reassuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
- Having an active involvement in the informal complaint/patient concerns process.
- Actively become involved in any plans to implement digital solutions and service developments within the department.
- Monitoring outpatient clinics on a daily/weekly basis to full utilisation of follow up appointment slots and to ensure daily checks for unutilised slots. Informing service managers of any capacity issues identified.
- Taking personal responsibility for keeping up to date and maintaining a competent understanding of national and Trust targets relating to the booking of outpatient appointments, including RTT, 2 Week Wait and the Trusts Patient Access Policy.
- Ensuring that all Contact Centre staff are up to date and maintaining a competent understanding of national and Trust targets relating to the booking of outpatient appointments, including RTT, 2 Week Wait and the Trusts Patient Access Policy
Job description
Job responsibilities
- Supervision of Outpatient Contact Centre workload and performance.
- Ensuring Contact Centre staff are appropriately registering patient details on the patient administration system, ensuring a high level of data accuracy in patient demographic information.
- Acting as a direct line manager to the Contact Centre Agents.
- Supporting the implementation of a range of new KPIs for the Contact Centre team to report against with regard to response times and backlog management.
- Ensuring Management and correct use of Cerner Request lists by all Contact Centre staff to help monitor and manage unbooked appointments or requests to cancel or reschedule appointments
- Reviewing and supporting the development of new pathways to streamline current booking and contact centre processes.
- Being responsible for the effective training of all new staff with support from the Contact Centre Manager.
- Ensuring spot checking is completed on a daily basis, with mini-audits carried out on a regular basis.
- Utilising the Netcall Liberty Converse Call Centre system to actively record evaluations on staff performance.
- Ensuring booking of appointments are completed based according to clinical urgency and RTT targets. Ensuring that all patient referrals received as an Urgent are booked according to WHHT and national policy.
- Dealing with any issues relating to patient or Trust staff emails, calls and webchats that require urgent attention, as highlighted by other members within the team.Seeking support from the Contact Centre manager when required.
- Dealing with patients in a mature manner when speaking to them on the phone for arranging of Outpatient appointments. This may sometimes involve dealing with distressed patients and a sensitive and reassuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
- Having an active involvement in the informal complaint/patient concerns process.
- Actively become involved in any plans to implement digital solutions and service developments within the department.
- Monitoring outpatient clinics on a daily/weekly basis to full utilisation of follow up appointment slots and to ensure daily checks for unutilised slots. Informing service managers of any capacity issues identified.
- Taking personal responsibility for keeping up to date and maintaining a competent understanding of national and Trust targets relating to the booking of outpatient appointments, including RTT, 2 Week Wait and the Trusts Patient Access Policy.
- Ensuring that all Contact Centre staff are up to date and maintaining a competent understanding of national and Trust targets relating to the booking of outpatient appointments, including RTT, 2 Week Wait and the Trusts Patient Access Policy
Person Specification
Your application will be scored against the JD/ Person Specification
Essential
- 0 - does not meet the person specification 1 - reserved meets some person specification requirements 2 - Meets all person specification requirements
Person Specification
Your application will be scored against the JD/ Person Specification
Essential
- 0 - does not meet the person specification 1 - reserved meets some person specification requirements 2 - Meets all person specification requirements
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
