Job summary
Full Time Roles (40 Hours per week).
Salary:
40 hours flexibly according to shift pattern
working between 8am and 7pm Monday Friday and regular 10-2 Saturdays.
To provide a critical leadership role within
the Groups health services, based at the Hinckley offices of Everyone Health.
Our single and multi-component services provide public health services
including prevention and early intervention services, specifically targeting
those at high risk.
The key functions of the role are:
Leading a team to ensure all aspect of the
contact centre are covered, providing a critical role within the Groups health
services, based at the Hinckley offices of Everyone Health. Our single and
multi-component services provide public health services including prevention
and early intervention services, specifically targeting those at high risk.
Main duties of the job
The successful candidate will:
Previous line management
experience preferred,
Direct line management of clinical contact
centre colleagues including training and PDR.
Have experience using IT systems including
Microsoft word and excel.
Emotionally sensitive and empathetic to
members of the public accessing our service.
Methodical and highly organised approach to
work. Understand and adhere to confidentiality and safeguarding protocols.
Have a flexible approach to service delivery
with strong problem solving skills
About us
Everyone Health Ltd supports people to live healthier lives. We offer advice and guidance and our evidence based prevention and treatment solutions enable individuals to take action to make a positive change. Our behaviour change dynamic services are co-designed by our service users as we continually strive to make a difference.
Mostly we are a company full of passionate individuals who love to help people achieve their health goals.
Job description
Job responsibilities
JOB DESCRIPTION
SPA (single point of access) Team Leader
MAIN PURPOSE
To provide an important role within the Clinical Contact centre team.
This post will:
Full time role ensuring SPA opening hours are covered
Based in Everyone Health Head office (Hinckley)
Include direct line management of contract centre team members including training and PDR development.
Working closely with service manager and other members of Senior team to achieve service KPIs.
Support service manager in delivery and continuous service improvement.
Support patients with an initial triage into appropriate services, providing empathetic and motivational support, to ensure a professional entry into the service.
Provide day to day triage support within Everyone health contracts including. handling telephone calls/messages, electronic communication, appointment management and updating patient records
Use clinical systems, to manage patient data for accurate record keeping.
Flexible approach to working to support service delivery.
SUMMARY OF RESPONSIBILITIES AND DUTIES
- To support the service manager to deliver the service within contractual remits.
- Provide leadership support for clinical contact centre advisers, to motivate and inspire colleagues to deliver service excellence.
- To be the main point of contact throughout patients journey of care, from initial access to signoff, support navigation and access into interventions within the service as well as support to access wider community services.
- Provide day to day triage support. handling telephone calls/messages, electronic communication, appointment management and updating patient records
- Provide addition support for everyone health contracts where needed.
- Administration tasks including postal duties.
- Escalate patient issues and concerns to specialist teams when needed, using agreed mechanisms to document need, action and result, recognising skills boundaries. when needs exceed the skills and competencies of the virtual behaviour change team
- Utilise a range of communication methods including digital technologies, telephone, email and text to ensure patient-led support is proportionate to individual need
- Be compliant with all relevant policies, procedures and guidelines, including the appropriate code(s) of conduct associated with this post; maintain awareness of safeguarding issues, report and acting on concerns in accordance with Everyone Health and Local Authority policies and procedures.
- Take responsibility for own CPD and participate in Everyone Healths induction, training and continual professional development as required; recognise and work within own competence and professional code of conduct.
- Prioritise, organise and manage own workload in a manner that maintains and promotes high quality.
- Ensure that commitment to equality and diversity is reflected at all stages of project planning, delivery and evaluation, in line with agreed service standards.
- Understand and adhere to strict confidentiality and safeguarding protocols.
PERSON SPECIFICATION
1. SKILLS & ABILITIES
- The ability to set objectives and prioritise, provide sound judgement and decision making often within tight timescales.
- Excellent communication skills written, verbal and non-verbal, and listening skills.
- Sound management and interpersonal skills with proven ability to work effectively with all levels of colleague, staff representatives, managers, external agencies, and service providers.
- Keep accurate records to provide data and monitoring information.
- Ability to write down information in clear accurate English.
- Emotionally sensitive and empathetic to members of the public accessing our service.
- Able to carry out regular, systematic tasks repeatedly.
- The ability to work independently and as part of a team.
- Strong communication skills written, verbal and non-verbal, and listening skills
- Accurate record keeping of activity to provide data and monitoring information
- Be able to plan own time effectively and prioritise activities around the needs of the team and individuals in the community.
- Respond effectively to referrals in line with agreed service protocols.
- Computer literate ability to maintain and monitor information systems.
- Flexible and adaptable approach to working.
- Value and respectful of other people regardless of background or circumstances.
- Ability to understand stock management for accurate reporting.
Job description
Job responsibilities
JOB DESCRIPTION
SPA (single point of access) Team Leader
MAIN PURPOSE
To provide an important role within the Clinical Contact centre team.
This post will:
Full time role ensuring SPA opening hours are covered
Based in Everyone Health Head office (Hinckley)
Include direct line management of contract centre team members including training and PDR development.
Working closely with service manager and other members of Senior team to achieve service KPIs.
Support service manager in delivery and continuous service improvement.
Support patients with an initial triage into appropriate services, providing empathetic and motivational support, to ensure a professional entry into the service.
Provide day to day triage support within Everyone health contracts including. handling telephone calls/messages, electronic communication, appointment management and updating patient records
Use clinical systems, to manage patient data for accurate record keeping.
Flexible approach to working to support service delivery.
SUMMARY OF RESPONSIBILITIES AND DUTIES
- To support the service manager to deliver the service within contractual remits.
- Provide leadership support for clinical contact centre advisers, to motivate and inspire colleagues to deliver service excellence.
- To be the main point of contact throughout patients journey of care, from initial access to signoff, support navigation and access into interventions within the service as well as support to access wider community services.
- Provide day to day triage support. handling telephone calls/messages, electronic communication, appointment management and updating patient records
- Provide addition support for everyone health contracts where needed.
- Administration tasks including postal duties.
- Escalate patient issues and concerns to specialist teams when needed, using agreed mechanisms to document need, action and result, recognising skills boundaries. when needs exceed the skills and competencies of the virtual behaviour change team
- Utilise a range of communication methods including digital technologies, telephone, email and text to ensure patient-led support is proportionate to individual need
- Be compliant with all relevant policies, procedures and guidelines, including the appropriate code(s) of conduct associated with this post; maintain awareness of safeguarding issues, report and acting on concerns in accordance with Everyone Health and Local Authority policies and procedures.
- Take responsibility for own CPD and participate in Everyone Healths induction, training and continual professional development as required; recognise and work within own competence and professional code of conduct.
- Prioritise, organise and manage own workload in a manner that maintains and promotes high quality.
- Ensure that commitment to equality and diversity is reflected at all stages of project planning, delivery and evaluation, in line with agreed service standards.
- Understand and adhere to strict confidentiality and safeguarding protocols.
PERSON SPECIFICATION
1. SKILLS & ABILITIES
- The ability to set objectives and prioritise, provide sound judgement and decision making often within tight timescales.
- Excellent communication skills written, verbal and non-verbal, and listening skills.
- Sound management and interpersonal skills with proven ability to work effectively with all levels of colleague, staff representatives, managers, external agencies, and service providers.
- Keep accurate records to provide data and monitoring information.
- Ability to write down information in clear accurate English.
- Emotionally sensitive and empathetic to members of the public accessing our service.
- Able to carry out regular, systematic tasks repeatedly.
- The ability to work independently and as part of a team.
- Strong communication skills written, verbal and non-verbal, and listening skills
- Accurate record keeping of activity to provide data and monitoring information
- Be able to plan own time effectively and prioritise activities around the needs of the team and individuals in the community.
- Respond effectively to referrals in line with agreed service protocols.
- Computer literate ability to maintain and monitor information systems.
- Flexible and adaptable approach to working.
- Value and respectful of other people regardless of background or circumstances.
- Ability to understand stock management for accurate reporting.
Person Specification
Qualifications
Essential
- Required: Education to GCSE Standard at grades A-C for a minimum of 5 GCSEs (or equivalent) including Mathematics and English language or literature.
Desirable
- Desirable- educated to degree level or relevant experience in similar role.
Experience
Essential
- Minimum 2 years experience working within management role.
- Ability to lead, manage and motivate a team of staff delivering a patient focussed service.
- To be able to manage contractual targets and key performance indicators.
- Providing 1:1 support and triage to service users
- Raising public awareness and provision of consistent healthy lifestyle messaging, on issues relevant to the health of the community an advantage
- Encouraging participation in activities
- Managing service workload, to ensure tasks are completed on time and to a high standard
- Using software systems to document, collate and evidence work
Desirable
- Knowledge of good communications and engagement practice.
- Knowledge and understanding of current GDPR regulations, the Patient Confidentiality and Data Protection Act or a willingness to learn.
- Knowledge and a good understanding of the social determinants of health or a willingness to learn.
Special Conditions
Essential
- 5. SPECIAL CONDITIONS
- Highly motivated self-starter with resilience, determination, and the ability to see jobs through to completion.
- This post involves working with vulnerable adults and as such the post holder will be required to apply for a disclosure of criminal records at an enhanced level (DBS).
- 6. SAFEGUARDING
- Everyone Health Ltd is committed to safeguarding and promoting the welfare of the adults, young people and children who use the services. All staff have a responsibility to report any identified concerns of abuse or exploitation through the appropriate route in line with the respective policies and procedures.
- 7. FITNESS TO PRACTISE
- Applicants will need to confirm if:
- Theyre currently subject to a fitness to practise investigations or proceedings by a regulatory or licensing body
- Theyve been removed from any professional register or licensing register
- Theyve had conditions or sanctions placed on their registration
- Theyve ever had restrictions placed on their clinical practice as part of the revalidation process
- Everyone Health delivers multi-component health related and lifestyle services, including prevention and early intervention, on behalf of Clinical Commissioning Groups and Local Authorities in community based localities across the UK.
Person Specification
Qualifications
Essential
- Required: Education to GCSE Standard at grades A-C for a minimum of 5 GCSEs (or equivalent) including Mathematics and English language or literature.
Desirable
- Desirable- educated to degree level or relevant experience in similar role.
Experience
Essential
- Minimum 2 years experience working within management role.
- Ability to lead, manage and motivate a team of staff delivering a patient focussed service.
- To be able to manage contractual targets and key performance indicators.
- Providing 1:1 support and triage to service users
- Raising public awareness and provision of consistent healthy lifestyle messaging, on issues relevant to the health of the community an advantage
- Encouraging participation in activities
- Managing service workload, to ensure tasks are completed on time and to a high standard
- Using software systems to document, collate and evidence work
Desirable
- Knowledge of good communications and engagement practice.
- Knowledge and understanding of current GDPR regulations, the Patient Confidentiality and Data Protection Act or a willingness to learn.
- Knowledge and a good understanding of the social determinants of health or a willingness to learn.
Special Conditions
Essential
- 5. SPECIAL CONDITIONS
- Highly motivated self-starter with resilience, determination, and the ability to see jobs through to completion.
- This post involves working with vulnerable adults and as such the post holder will be required to apply for a disclosure of criminal records at an enhanced level (DBS).
- 6. SAFEGUARDING
- Everyone Health Ltd is committed to safeguarding and promoting the welfare of the adults, young people and children who use the services. All staff have a responsibility to report any identified concerns of abuse or exploitation through the appropriate route in line with the respective policies and procedures.
- 7. FITNESS TO PRACTISE
- Applicants will need to confirm if:
- Theyre currently subject to a fitness to practise investigations or proceedings by a regulatory or licensing body
- Theyve been removed from any professional register or licensing register
- Theyve had conditions or sanctions placed on their registration
- Theyve ever had restrictions placed on their clinical practice as part of the revalidation process
- Everyone Health delivers multi-component health related and lifestyle services, including prevention and early intervention, on behalf of Clinical Commissioning Groups and Local Authorities in community based localities across the UK.
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.
