Nexus Access Hub Supervisor - London, United Kingdom - Nexus Health Group

Nexus Health Group

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Nexus Access Hub Supervisor

Nexus Health Group has an exciting opportunity for Access Hub Supervisors to join our organisation.

Your main responsibilities will be to provide support and leadership to the Nexus Access hub team and to assist our patients to access our services in the most effective way possible.

You will be the main contact for access hub queries both internal and external. To meet Nexus Key Access Hub Performance Indicators in the standard of service offered to our patients.

JOB PURPOSE:

It is the role of the Nexus Access Hub Supervisor to provide support and leadership to the Nexus Access hub team and to assist our patients to access our services in the most effective way possible.

To facilitate this the Supervisor will undertake the following:

To be the main point of contact for access hub queries both internal and external
To greet and assist patients in using our services
Patient enquiries are handled courteously, efficiently and with empathy.
Administration tasks are undertaken with due care and attention to details.
To meet Nexus Key Access Hub Performance Indicators in the standard of service offered to our patients

MAIN RESPONSIBILITIES

To provide support and leadership to the Access Hub team
To be the main point of contact for queries relating to access hub for internal and external queries
To monitor live telephone call wait times and call length times and provide support and direction to the team in optimising outcomes for patients
To monitor teams participation in active signposting to patients
To oversee the team's daily delivery of Nexus Access Hub Key Performance Indicators

Access hub duties

Answers the telephones in a prompt and courteous manner
To signpost patients where appropriate (in line with the training and guidance already received)
Addressing patients with respect and dignity
To respond to patient requests for appointments and book with the most appropriate member of the clinical team
Takes and records accurate messages and passes on to relevant people.
Keeps the appointment book up to date and operates the appointment system as directed.
Responds appropriately to patients with specific accessibility needs
Liaise with outside organisations.
Arrange ambulance transport to hospitals
Arrange interpreters, as required
Direct patients wishing to make a complaint to the appropriate practice procedure.
Reviews all incoming econsults in line with the Nexus Ehub Policy and make flow decision for booking into ehub appointment or an administrative outcome

Admin duties

Participate in quality improvement work as required
Ensure all information for patients is recorded accurately and effectively
Participate in data collection for audit work when required
Participate in any project or audit that the practice may do from time to

General duties

Watches for and reports to the Health and safety representative matters affecting safety and security in accordance with the Practice Health and Safety Policy.
To ensure that all our patients are treated with respect, courtesy and dignity at all times.

Person Specification

ESSENTIAL - E

Skill/Qualification/Experience Level

GCSE or NVQ Level 2 or equivalent experience

Computer literate, including MS word, excel, PowerPoint and Outlook
E

Scope to Act

Ability to follow practice policies and procedures and ensure that patient paperwork is accurate and prepared in a timely manner to facilitate the smooth running of the practice and delivery of high quality patient care
E

Staff Management

To provide assurance and leadership to a team and be supportive and decisive

Provide information and advice to patients and support colleagues who need help with practice based tasks in line with established policies and procedures
E

Budgetary Responsibility

Support practice performance by monitoring stock levels and informing line manger when need to order more stock/ items are reaching their end of use date.
E

Organisational Skills

Experience of providing support to patients and work colleagues
E

Knowledge/Capability

Ability to work on own initiative and as part of a team to ensure the smooth running of the reception area HR in line with established policies and procedures
E

Role Complexity

Experience of working a with patients and multidisciplinary staff, ideally within a health care setting
E

Service Development/Implementation

Ability to follow set work programmes to support practice performance e.g. run searches and recall programmes to meet public health targets
E

Communication/Influencing

Experience of managing communication with the public and work colleagues and ability to communicate appropriately at all times ,both verbally and in written communications
E

Decision Making