Location
Manchester
Department
Patient Experience
Advertising Salary
Competitive
Vacancy Type
Permanent

About The Role

The Patient Experience and Real Time Utilisation Team Leader has a hybrid approach to their role, looking after shift management and the real time utilisation of the Dr’s schedule and flow of patient appointments – leading the team by ensuring the Push Dr values are at the forefront of what we do. 
 
This is a great opportunity for someone looking to gain Team Leader experience and further understand the live management of our platform

About You

Responsibilities

  • Improve patient service experience, create engaged patients and deliver a platinum level of experience for all patients, partners and doctors
  • Take ownership of patient issues and follow problems through to resolution, become a point of escalation for the PX Team and resolve any issues escalated to your position.
  • Keep accurate reporting and documenting actions and discussions providing end of shift output and deliverables to management team
  • Support the real time utilisation of the doctors on the platform to ensure that it is appropriate for the supply demands of the patients on the platform – this includes managing the schedule, removing/adding of the Dr’s and communication
  • Make Real Time decisions visible to the wider Operations team via slack and email
  • Ensuring any changes, you make in real time are input to the schedule correctly and in a timely manner
  •  Manage the day to day team queries and escalate any pivotal issues to the Patient Experience Manager/Head of Patient Experience
  • Ensure all methods of communication are always covered  and allocating workloads - Tickets, live chat, calls, Social Media – be responsible and accountable for the shift you are leading
  • Reviewing calls and emails in line with standards, creating a culture of coaching for all staff
  •  Evaluate team members performance through a quality score card measuring telephony, email and chat – providing insight into the Patient Experience Management team

About Us

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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