Symphony Healthcare Services Limited

Contact Hub Manager, SSW PCN

This job is now closed

Job summary

This is a new and exciting role for our organisation, which will be part of the Operations team within the South Somerset West PCN footprint and will be based at South Petherton, however you will be required to travel to our other practices regularly, which are within a few miles from each other in South Somerset.

The post holder will need to be able to provide day to day management to the contact hub and supervision of the staff along with high quality administrative and operational support to the SSW PCN.

The successful candidate will be organised, able to work independently and develop working relationships with the staff of the four core PCN practices. With good communication skills and understanding of NHS primary care, they will shape and develop the role in response to evolving requirements.

Part time: 37.5 hours per week.

NHS or NEST Pension

Interviews will take place on the 22nd April 2024

Main duties of the job

Contact Hub

Day-to-day management of contact hub operations in accordance with Symphony operating policies and procedures to ensure service standards and KPIs are met.
Ensure daily huddles are held with the clinical lead and care co-ordinator to ensure any urgent patients are safety netted.
Proactive review of KPI standards and implementation of plans to further improve the service whilst identifying best practice.
Responsible for ensuring all calls into the contact hub are answered in a courteous, professional and efficient manner.
Responsible for ensuring that KPIs are met by providing support, coaching, training, and performance management to the contact hub staff.
Data analysis work closely with the Data and Performance Manager to identify trends and opportunities in call flows.
Manage rotas and ensure these are disseminated 6 weeks in advance ensuring optimal level of cover in contact hub and at sites.
Responsible for overseeing and developing SOPs in conjunction with governance and operations team.
Responsible for the identification and implementation of contingency processes for the contact hub and testing of the processes.
Responsible for ensuring all staff working in the contact hub have a good level of awareness of CQC guidelines.
Supervision of the Patient Services Advisors, including mentoring and training.

About us

South Somerset West PCN works with primary care practices in Martock, South Petherton, Stoke Sub-Hamdon, Crewkerne, Somerton and Ilchester.

Our PCN benefits from its association with Symphony Healthcare Services, providing a centralised management support structure and efficiencies of scale. As one of the leading Primary Care provider organisations in the Southwest, Symphony offers opportunities for networking and career development, which are not traditionally available.

Date posted

15 March 2024

Pay scheme

Other

Salary

£17.27 an hour

Contract

Permanent

Working pattern

Full-time

Reference number

E0215-24-0059

Job locations

South Petherton Medical Centre

Bernard Way

South Petherton

Somerset

TA13 5EG

Job description

Job responsibilities

Contact Hub

Responsible for ensuring that the contact hub staff receive regular and timely communications about the changes in the processes and overall performance and expectations.
Responsible for ensuring optimal levels of staffing is maintained in the contact hub and on sites, liaising with Operational Managers to deal with any unforeseen issues.
Maintain effective working relationships with the Operational Managers working as a team to provide support and cover for duties as required.
Working with contact hub staff and Operational Managers to ensure consistency and best practice is shared and developed.
Attend appropriate meetings including team meetings, GET meetings and operational meetings, etc.
Responsible for producing regular performance reports and other ad-hoc reports as requested by the Symphony Director Team.
Review and manage high quality responses to appointment queries and other enquiries as appropriate.

Operational Support

Provide administrative support to the PCN Operational Team.

Responsible for carrying out a range of administrative duties and delegated tasks as instructed, working without direct supervision and using own initiative, particularly when planning and prioritising own time to ensure that deadlines are met.

Responsible for arranging and facilitating PCN/Service meetings.

Take minutes or action notes, with actions attributed, reported and followed up in a timely manner.

Support the PCN Operational Team to monitor the contractual requirements of the PCN Directed Enhanced Service (DES) and ensure these are reported in a timely fashion.

Support the PCN Operational Team to monitor practice performance on Impact and Investment Fund targets (IIF)

Extract, collate and summarise data to enable preparation of standard verbal, written or statistical reports or returns. This includes the production of monthly reports for service monitoring.

Work with the PCN Operational Team and Clinical Director to track local delivery and report on local progress to the Symphony Senior Management Team.

Management and delivery of national and local PCN priorities and initiatives by working closely with the PCN Clinical Director and the PCN Operational Team.

Communicate complex and sensitive information across all levels with internal and external stakeholders in a timely manner using emails, telephones and

Contribute to effective information management within the team. This includes the collation, analysis and reporting of data to support PCN projects and the development or ongoing delivery of Symphony services in a timely fashion.

Participate in relevant internal and external stakeholder groups to provide relevant information analysis and support.

Work closely with the PCN Operational Team and Symphony Service Leads to support the collection and tracking of financial expenditure

Job description

Job responsibilities

Contact Hub

Responsible for ensuring that the contact hub staff receive regular and timely communications about the changes in the processes and overall performance and expectations.
Responsible for ensuring optimal levels of staffing is maintained in the contact hub and on sites, liaising with Operational Managers to deal with any unforeseen issues.
Maintain effective working relationships with the Operational Managers working as a team to provide support and cover for duties as required.
Working with contact hub staff and Operational Managers to ensure consistency and best practice is shared and developed.
Attend appropriate meetings including team meetings, GET meetings and operational meetings, etc.
Responsible for producing regular performance reports and other ad-hoc reports as requested by the Symphony Director Team.
Review and manage high quality responses to appointment queries and other enquiries as appropriate.