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Patient Service Centre Team Leader

Location:
Head Office (North London)
Job Overview

Main Duties and Responsibilities

The Patient Service Centre Team Leader will be responsible for leading a team of up to 6 Patient Service Advisors. The role will be responsible for ensuring we have a fully skilled and motivated patient services team that offer a first class service and first point of contact for all inbound enquiries and outbound calls. A key focus of this role will be to motivate, inspire and lead the team by example to achieve all sales targets and KPIs.

Our contact centre is open Monday to Saturday and the role will be contracted to work 5 days over these working days. The contact centre hours are 9am to 8pm Monday to Thursday, 9am to 5:30pm on Friday and 9am to 4pm on Saturdays. The job holder will be required to work a flexible working pattern around these days and hours.

Specific Responsibilities:

Leadership & Relationship Management

  • Planning rotas to ensure full cover at the right times and ensuring there are robust contingency plans in place

  • Continuous development of the Patient Services Centre Team to deliver and achieve service excellence and conversion targets (call coaching, formal and informal 121’s)

  • Working with each hospital Patient Liaison team to ensure a seamless and professional service is delivered to our patients and hospitals at all times

  • First point of contact for resolving escalated patient queries or concerns effectively and to the patient’s satisfaction (either working with the PL team, HD or UKMD)

  • Ensure each team member has the right level of knowledge for their job role and ensure the team are kept well informed on new technologies, procedures, equipment, consultants and pricing

  • Driving improved sales conversion by call monitoring and coaching to effectively feed back to the team their strengths and improvements areas of their sales calls.

  • Conducting daily, weekly, monthly team updates and 121s and communicating department performance and KPIs to the wider business.

  • Delivering the patient Services Centre Balanced Scorecard.

Management Information

  • Being inquisitive is a staple requirement as you will need to find innovative ways to improve processes, systems and team management

  • Recruitment, hiring and training for Patient Service staff

  • The job holder will be required to support the marketing team with analysing data and trends and making proposals to ensure all sales opportunities are maximised

  • Continuous daily monitoring and analysis of all marketing led initiatives to ensure a fully response service is delivered 

  • Preparing reports and analysis as requested by your line manager.

Strategy & Planning

  • Effective workforce planning with your line manager, for Patient Service Centre business continuity

  • Identifying opportunities for efficiencies in processes ensuring the patient experience remains the number 1 priority

Requirements

Competency

Essential Criteria

Desirable Criteria

Technical and Professional Competence

This area is all about having all the technical/ specialist skills to perform the job effectively.

 

  • Experience in a Contact Centre environment including management of data
  • Strong IT skills ie good working knowledge of Microsoft Office including: Outlook, Excel, Word, PowerPoint and ability to easily adapt to proprietary packages
  • GCSE grades A-C in English and Mathematics or equivalent

 

Service Excellence

This is about doing all you can to satisfy and where possible exceed the expectations of the wide range of both internal customers and external patients and customers you deal with. (Internal customers means everyone at work to whom you provide a service and includes your colleagues and people in other Departments. External customers are all external suppliers, partners and members of the public.)

 

  • Represent the brand and all its’ Shared Values
  • Experience of delivering Service Excellence
  • Caring and empathetic nature
  • Cheerful, outgoing personality

 

 

Communication

This is all about everybody making the effort to communicate with patients and employees at all levels in an appropriate, thoughtful and timely manner.

 

  • Effective written and oral communication skills
  • Confident working with and influencing senior colleagues

 

 

Problem solving and decision making

This is all about looking for ways to overcome and learn from problems and challenges that arise.

 

  • Flexible and open to change
  • Demonstrates a proactive, positive and optimistic attitude using common sense approach

 

 

Planning and organising

This is all about making the best use of the time you have available to you to do your job, working in an organised manner and planning to ensure you achieve your agreed work goals.

  • Ability to work under pressure
  • Excellent organisational skills with the ability to multi task and prioritise
  • Excellent attention to detail
  • Problem solving and analytical skills

 

 

Leadership

This is all about taking full responsibility for leading others to achieve the goals and objectives of Optegra.

 

  • Good personal presentation
  • Change management experience
  • Proven Assertiveness skills

 

  • Demonstrable line management and coaching skills

 

Teamwork

This is all about people working together effectively to achieve more than they possibly could working individually.

 

  • Strong team focus
  • Ability to work within and lead a multicultural environment

 

 

Developing self and others

This is all about being prepared to continually learn to better yourself and being prepared to help others to learn and develop to achieve their full potential.

 

  • Self-motivated and capable of motivating others
  • Able to set key goals and objectives and work towards these
  • Willingness to learn