Nexus Health Group has an exciting opportunity for an enthusiastic candidate with previous supervisory experience to join our Centralised Telephony Team (Access Hub) on a full time basis 37.5hrs per week; working hours Mon- Friday – 7:30 am start;
Your main responsibilities will be to provide support and leadership to the team and to assist our patients to access our services in the most effective way possible.
You will be working closely with the team manager to meet Key Performance Indicators in the standards of service offered to our patients.
We are looking for a candidate with previous supervisory, team leading experience with impeccable telephony skills- customer service skills. If you have demonstrable experience and are focused on service delivery and improving patients’ outcomes – please get in touch with us.
The Supervisor will undertake the following:
I. To be the main point of contact for access hub queries both internal and external
II. To supervise team in ensuring delivery of the agreed KPIs and adherence to all protocols
III. To handle patient enquiries courteously, efficiently and with empathy.
IV. To undertake administration tasks with due care and attention to details
Main duties of the job
To provide support and leadership to the Access Hub team
To be the main point of contact for queries relating to access hub for internal and external queries
To monitor live telephone call wait times and call length times and provide support and direction to
the team in optimising outcomes for patients and delivery of the agreed KPIs
To monitor teams participation in active signposting to patients
To oversee the teams daily delivery of Nexus Access Hub Key Performance Indicators
To adhere to escalation protocol and Access Hub protocols and policies
To answer the telephones in a prompt and courteous manner
To signpost patients where appropriate (in line with the training and guidance already received)
To address patients with respect and dignity
To respond to patient requests for appointments and book with the most appropriate member of
the clinical team
To take and record accurate messages and passes on to relevant people.
To keep the appointment book up to date and operate the appointment system as directed.
To monitor optimal slot usage across all sessions and ensuring unused slots are converted appropriately and effectively.
To respond appropriately to patients with specific accessibility needs
To liaise with outside organisations.
To arrange ambulance transport to hospitals
To arrange interpreters, as required
To organise and participate in team briefings and team meetings
To direct patients wishing to make a complaint to the appropriate practice procedure.
Reviews all incoming online consultations in line with the Nexus Policy and make flow decision for
booking into appropriate appointment or an administrative outcome.
To oversee the team in processing online consultation in line with agreed timelines and standards;
PERSON SPECIFICATION
ESSENTIAL
GCSE or NVQ Level 2 or equivalent experience. Computer literate, including MS word, excel, PowerPoint and Outlook
Ability to follow practice policies and procedures and ensure that patient paperwork is accurate and prepared in a timely manner to facilitate the smooth running of the practice and delivery of high quality patient care
To provide assurance and leadership to a team and be supportive and decisive
Provide information and advice to patients and support colleagues who need help with practice based tasks in line with established policies and procedures
Support practice performance by monitoring stock levels and informing line manger when need to order more stock/ items are reaching their end of use date.
Experience of providing support to patients and work colleagues
Ability to work on own initiative and as part of a team to ensure the smooth running of the reception area HR in line with established policies and procedures
Experience of working a with patients and multi-disciplinary staff , ideally within a health care setting
Ability to follow set work programmes to support practice performance e.g. run searches and recall programmes to meet public health targets
Experience of managing communication with the public and work colleagues and ability to communicate appropriately at all times ,both verbally and in written communications
Ability to meet daily deadlines and prioritise conflicting workload demands to meet patient needs
Application deadline: 22/07/2024
Job Types: Full-time, Temporary contract
Contract length: 6 months
Pay: £12.14 per hour
Expected hours: 37.5 per week
Schedule:
Monday to Friday
Work Location: In person
Application deadline: 22/07/2024