Location
Manchester
Advertising Salary
Competitive

About The Role

We are looking for a dynamic and engaging team manager to lead and develop a team of Inbound Patient Experience advisors.  Managing this team you will be responsible for the efficient flow and booking of patient appointments, to various clinicians/Health care advisors.  Ensuring the highest levels of care and patient safety.  You will have a tenacity for service excellence and continuous improvement, developed within an inbound contact centre (or similar) and relish in the challenge to grow and develop your team.
 

Responsibilities

  • Day to day team management of the inbound telephony team
  • Input into the modelling & structure of this telephony team along with salary levels and bonus structures
  • Expert levels of proficiency in the inbound telephony processes, dealing with telephone enquiries from callers/patients
  • Actively contribute to the work of the patient experience, and wider clinical team, to promote the standards of care expected and create energy and enthusiasm for the service.
  • Report areas of concern correctly, engaging with the correct teams to mitigate any risks to patient safety/experience
  • Fostering a environment of service excellence and maintain a culture of continuous improvement.
  • Maximising and maintaining all agreed KPI’s and SLA’s
  • Engagement of the Push Doctor Quality framework, using this to coach and maintain levels of call quality
  • Proving regular updates, using data and insight, to be used by the wider business
  • Manages issues with the staff through assessment and subsequent corrective action, in line with company policy
  • Understanding of risk & clinical flow processes
  • Ensuring compliance with all CQC and GMC regulations
  • Responsible for providing input to other areas of the business in terms of the requirements and output from your team

About You

  • 2+ years team management experience of an inbound telephony team (desirable if within a medical environment)
  • Experience of using NHS systems such as EMIS and S1 would be beneficial, although not essential
  • Ability to handle a fast paced environment & be able to prioritise and make changes as needed
  • Excellent communication & problem-solving skills
  • The ability to work independently and resourcefully
  • An ability to use own judgement, resourcefulness, and common sense to respond to patients enquiries and requests, escalating where necessary
  • Strong team ethos & excellent work ethic – always prepared to go above and beyond for the patient
  • Adaptable to change – fast-moving environment where no two days are the same
  • Positive outlook
  • Problem solving, always looking for a resolution
  • Inquisitive and prepared to speak up to make changes and fix problems
  • Intelligent and driven to provide excellence at all times
  • Able to demonstrate strategic thought and articulate themselves appropriately
  • Excellent team player
  • Hard-working and passionate about the individuals who they work with , our patients and overall business

About Us

Company Overview

At Push Doctor, we have built powerful tools to help clinicians, patients and healthcare leaders achieve their goals. We began life as the UK's first platform to offer video consultations online and via smartphone – offering quick, easy and convenient access to NHS-trained, GMC-registered doctors.

These days our technology does much more than that – helping surgeries manage demand, matching the correct clinician with the right patient and, for the first time, allowing the NHS’s many disparate databases to communicate seamlessly with each other.

We are a technology firm, but we are not disruptors. Instead, we work in partnership with the NHS and its amazing clinicians to serve patients across the UK, helping them access healthcare quickly and easily using smartphones and computers.

We do all of this with a relentless focus on safety and high-quality clinical outcomes for patients. 

Our partnerships with the NHS continue to grow and we now provide services to 5.7 million NHS patients across the UK. At the same time, we are expanding patient access to a wider range of clinicians, from GPs to physiotherapists to pharmacists and offering a private service for those patients who want it. This means we effectively direct patients to the right clinicians at the right time, speeding up treatment times and taking the burden off GPs. 

Push Doctor opens the doorway to a different NHS

 
Push Doctor Values:

Empathy
We are curious, caring and passionate. We have experienced healthcare ourselves and use research and insight to understand the aspects of healthcare we have yet to experience. Whenever empathy seems out of reach, we are proactive in bringing it into focus.

Ambition
We carve the path for others to follow, setting industry standards and transforming healthcare for the better. We are anything but new to this and have so much to be proud of. Together, we are unstoppable.

Resilience
Everything we do should add value to our service. We optimise and occasionally overhaul every aspect of the experience we provide, challenging expectations of what health can (and should) be. This isn’t something that happens overnight, so
 we need to be resilient and never lose faith.

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