Contact Centre Team Leader - Carlisle, United Kingdom - NISI Staffing

NISI Staffing

Verified Company

Carlisle, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are seeking a highly motivated and detail-oriented individual to join our team as a
Contact Centre Team Lead based in
Carlisle.

Start ASAP - 6 months

Pay rate:
£ £11.75/h plus Weekly holiday pay

Must have previous NHS experience in this capacity

Overall job:

To manage and monitor a team of specialist patient care advisors: enabling them to support patients through choice pathway to book outpatient services and Emergency GP Admissions; discussing with them choice options within NCIC ensuring patients are seen within NHS waiting time targets in an informed and courteous manner.
This involves capacity and demand scheduling analysing, identifying and setting up extra clinics where needed to meet the outpatient waiting time targets.
Responsible for Management and scheduling of all areas attached to this team

Duties and responsibilities:

To Manage the Patient Engagement Portal
To manage rescheduling and cancellation requests within the PEP portal
To provide an accessible, responsive patient focused service that reacts quickly to their identified need, and act as a point of contact for the patient throughout the process
To provide a first line Supervisory service taking calls and liaising with distressed or anxious patients and carers, including those wishing to make complaints about the service. Answering basic Clinical queries from patients and giving advice, such as where to obtain test results, who the patient needs to speak to. Or other departments they have been referred onto as a result of their initial appointment
To support and provide patients and staff with a wide range of information, i.e. hospital visiting hours, parking, directions to hospitals, what patients should bring with them to clinic (medications, urine samples, etc.)
To arrange Transport for patients when necessary.
Ability to demonstrate an understanding of issues relating to confidentiality when dealing with sensitive issues
Responsible for organising own workload and planning of team's day to day work, prioritising and delegating work as necessary to team, working under pressure and dealing with nonroutine situations, to meet NHS target deadlines
Meets with Operational Services Managers to discuss and plan necessary capacity needed to meet NHS targets
Notifying the various Medical Records Departments to arrange the transfer of medical files between the originating sites, in line with Caldicott rules
To escalate any changes to clinics received from clinicians without six weeks' notice where patients are going to breach waiting times or patient care will be affected
To book interpreters where necessary for patients attending outpatient clinics and if necessary request appointment letters to be translated.

Person Specification:

Qualifications:
5 GCSEs grade ac or equivalent and 5 years' experience in the managing of NHS waiting lists, clinical and administrative booking processes
NVQ Level 4 or equivalent experience
Patient Administration Training including Patient Management Information, Out Patient Booking and Audit trail
Experience and knowledge:
Knowledge, understanding and skills to run the Trust's outpatient booking services as required.
Knowledge of Medical Terminology, Anatomy and Medical Abbreviations acquired through Training and Experience.
Excellent information technology and keyboard skills acquired through experience, ECDL and/or formal qualifications in order to operate Patient Administration Systems, VIP phone system, local databases, software, Internet and Email.
Skills and aptitudes:
Excellent communication skills, both written and verbal.
Ability to persuade and influence.
Ability to plan and organise own workload
Good personal judgment skills in order to recognise situations faced each day (such as what to do when a patient cannot be booked an appointment within trust waiting time targets), and to identify appropriate course of action.
Ability to work under pressure and deal with nonroutine situations