Back Office Service Delivery Manager Homebased - Newcastle Upon Tyne, United Kingdom - Everpool

Description

Back Office Service Delivery Manager

• This is full time GCM 4 role

Practical requirements:

This is a full-time role working 37.5 hours per week, working Monday to Friday.
Home based

The Health Practitioners based on site within the office or at home will undertake Initial Review of the claim, contacting relevant health care professionals for supporting evidence and moving claim onto the next stages or completing a paper based review inline with their training and will require support to from their line manager to consolidate their training and to ensure they are able to effectively perform their role to high quality standards.

The business has grown rapidly over the first 12 months with continued adjustments required.

The role will develop and flex to suit the business needs and will require a high degree of commitment and flexibility.

The role within the organisation although new is based on a successful business model which has been proved to be extremely valuable to the business.

To manage and lead a remote team of Health Practitioners, responsible for Initial Review, SRTIs, FE, Advice and Audit, ensuring quality standards are met, reports are completed and cases moved on in a timeous fashion in line with SLAs.

We strive to be best in class, to achieve external recognition, attracting and retaining the best people.

We strive daily to add value and achieve excellence, to be pro-active and power sustainable progress for ourselves and our clients.

Your main responsibilities will involve:

• Responsibility for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in the team.
• Effective management and deployment of employees to ensure that deadlines and targets are met within agreed timescales
• Producing and making active use of statistical data and work management reports to effectively manage workloads
• Provide performance reports/ data as and when required
• Support Service Delivery Teams in building and maintaining positive customer relationships
• Manage multiple teams with a variety of job content and performance targets
  Essential / Minimum Criteria expectations:
• You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.
• Proven track record in managing service delivery teams in multidisciplinary ITenabled business operations.
• Experience managing a complex service delivery structure with a proven successful track record in meeting SLA/ KPI requirements.
• IT literate, competent MS Office, Word and Excel skills
• Influencing skills: able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
• Organisation skills: demonstrate the ability to prioritise workload when multitasking in a rational manner both individually and for the team as a whole.
• Problem solving skills, analytical, logical thinker
• Ability to manage change positively, effectively and efficiently to achieve best outcomes
• Positive attitude, personal drive to achieve and exceed targets and support others in achieving targets
• Ability to work unsupervised and use initiative
• Adapts to changing circumstances and new information that affects goals and plans; can play several different roles simultaneously according to the specific situation; smoothly adapts to ways of working within a new (customer) environment; experiments withnew ways of doing things; takes a positive approach to dealing with change
• Flexible and adaptable attitude: willing to undertake other ad hoc duties as required e.g. supporting other teams / cover team leader duties etc
• Innovative thinking and ability to inspire team members

Desirable Criteria:

• Previous experience in the Healthcare sector
• Experience in managing remote teams