Call Centre Supervisor - Outpatients
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Job summary
We are looking for a motivated individual with excellent communication, interpersonal and organisational skills who is dedicated to working as part of our friendly team.
We take pride in nurturing a supportive environment in which to work while ensuring we deliver a high quality service.
You will work closely with Service Managers in establishing and running an effective and efficient Call Centre for booking outpatient appointments in line with the Trust Waiting List Policy.
Manage the day to day running of the outpatients call centre and admin team.
Ensuring referrals are processed timely and efficiently and appointment booking guidelines are followed.
Assist to train staff on handling calls, following procedures and customer service.
Monitoring and reporting on call statistics.
Main duties of the job
You will take a lead role in running the call centre for outpatient appointment bookings both manually and via the electronic booking system.
Manage operationally the call centre on a day-to-day basis and manage call centre staff ensuring that a satisfactory level of service is maintained at all times.
To develop monitoring and reporting procedures to ensure disparity of service does not occur.
Liaise with GP's, medical and nursing staff and other departments to ensure a patient focused service and take a lead role in the setting up and management of all clinics within the department.
Monitor clinic cancellations and amendments ensuring that patients are rebooked in line with the Trust Waiting Trust Policy and deal with any human resource issues in the call centre.
Monitor Patient Tracking Lists for all specialties booked in the call centre ensuring patients are seen within current waiting times (working with Service Managers).
About us
Mid and South Essex NHS Foundation Trust is now one of the largest in the country, with a workforce of approximately 15,000 who serve a population of 1.2 million people.We work together, and in conjunction with MSE Health and Care Partnership, to deliver excellent local and specialist services, to improve the health and wellbeing of our patients in a compassionate way, and provide a respectful, but vibrant place for staff to develop, innovate and build careers.From facilities through to consultant specialists we want to be the best, to achieve this we need to recruit not just those who are the finest in their field but also those who have the potential to be. Yes, experience is important but so is outlook - if you are dynamic, forward-thinking and enthusiastic we want you to join us.
We not only offer you a good working environment with flexible working opportunities, but also the opportunity to develop your career with access to appropriate training for your job and the support to succeed and progress.
Details
Date posted
21 July 2023
Pay scheme
Agenda for change
Band
Band 4
Salary
£25,147 a year Per Annum (Pro Rata for Part Time)
Contract
Permanent
Working pattern
Full-time
Reference number
390-MED-SO-0626
Job locations
Southend
Comet Way
Southend On Sea
SS2 6GE
Employer details
Employer name
Mid and South Essex NHS Foundation Trust
Address
Southend
Comet Way
Southend On Sea
SS2 6GE
Employer's website
https://www.mse.nhs.uk (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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