Referral Management Centre Team Leader - Leyland, United Kingdom - NHS Midlands and Lancashire Commissioning Support Unit

NHS Midlands and Lancashire Commissioning Support Unit

Verified Company

Leyland, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Due to the development and expansion of the service an exciting and challenging opportunity has arisen for a Team Leader in our telephone call centre based at Leyland House, Leyland.

We are looking for an enthusiastic, self-motivated, and highly organised individual who will thrive on the challenge of working in this demanding and developing environment.

You will manage a team of RMC administrators, which will include allocating work to the team, quality checking and reviewing performance of individuals and providing feedback on a regular basis.

You will be responsible for personnel functions such as sickness/absence returns, appraisals, 1-2-1s & the identification of training needs and career development for staff.

The NHS is the biggest employer in Europe. It's a world-renowned institution and an exciting place to work, full of challenges and opportunities.

NHS Midlands and Lancashire Commissioning Support Unit (MLCSU)is one of the biggest and best-performing commissioning support units in the country, with among the highest levels of staff and customer satisfaction.

We work together as a team of over 1,800 expert staff based across the Midlands and North West to make a difference - for our customers, patients and communities.

Offering a full range of professional services to clinical commissioning groups (CCGs), hospital trusts, local authorities, integrated care systems (ICSs) and other public bodies across the country, our NHS values underpin everything we do.

In return, we provide a supportive environment in which to learn and develop, with the opportunity to further your skills and career within an exciting and evolving environment.

Joining our inclusive and innovative team comes with a range of benefits including flexible & agile working arrangements, pension scheme and generous annual leave allowance.

With our training schemes and support networks, you will be empowered to play a leading role in the future of healthcare, whatever your specialism or interest.

And as a member of NHS staff you will receive plenty of discounts too.

Manage a team of administrators.
Support the RMC Office Manager to ensure the efficient operation of all aspects of the department's business and will deputise in their absence.
Provide managerial cover on a rota basis to enable the RMC to open for extended hours as the service demands dictate.
Coordinate staff rotas to ensure there is always adequate cover for calls volumes likely to be received on a particular day at a particular time and to deliver other identified service specifications.
Monitor staff absence on a daily basis and proactively manage staff rotas to ensure that adequate cover is provided across all parts of the service
Communicate with upset or irate patients who the RMC administrators cannot deal with e.g. patient has been informed that they are not clinically eligible for transport
Provide high quality call handling response to all calls from patients and NHS staff as laid down in national guidance
Review the telephone response rates for individual areas on a regular basis and act upon the information displayed on the call information wall boards.
Provide high quality call handling response to all calls from patients and NHS staff as laid down in national guidance
Ensure that all patients are managed in accordance with national and local waiting list agreements relating to patient cancellations, patient suspensions and did not attends
Promote, monitor and maintain the health, safety and security of team members.