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Performance and Quality Coach, Harlow
4 months ago
As a Performance and Quality Coach, you\'ll play a pivotal role in elevating patient experiences by coaching and training our team to achieve excellence. You will be responsible for assessing and enhancing the quality of call interactions, providing constructive feedback, and developing tailored training programs to address areas of improvement. Your role will also involve handling patient complaints with the utmost care and professionalism, ensuring that every concern is resolved efficiently and effectively.
What you'll do:
Call Monitoring & Coaching:
- Regularly review call interactions to ensure quality.
- Provide actionable feedback and personalised coaching.
- Highlight strengths and areas for improvement.
- Lead engaging training sessions and call calibration meetings.
Complaint Handling:
- Quickly acknowledge and address patient complaints.
- Investigate and resolve issues efficiently.
- Maintain accurate records of all complaints and actions taken.
- Communicate resolutions clearly and empathetically to patients.
- Compliance & Process Improvement:
Analyse call data to identify trends.
- Recommend and implement process improvements.
- Ensure all interactions meet regulatory standards.
- Stay informed about industry regulations and best practices.
- Data Analysis & Reporting:
Use analytics tools to gather quality assurance data.
- Create insightful reports to guide improvements.
- Share recommendations for enhancing training and operations.
Why LloydsPharmacy Clinical Homecare?
We have a lot to offer to not only the 100,000 patients we support, but also to our valued employees. LloydsPharmacy Clinical Homecare has a wide range of exciting opportunities for passionate professionals across nursing, patient services, compounding, pharmacy and warehousing. These roles come with fantastic benefits including:
- 25 days annual leave plus bank holidays
- Company bonus scheme
- Outstanding training & development programmes
- Up to £1200 refer a friend bonus
- Full support from our employee assistance programme including a health and well-being app
- Savings and discounts at multiple retailers through our rewards portal
- Proven experience in coaching within a contact center.
- Hands-on experience with call center technologies.
- Strong data analysis skills.
- Deep understanding of patient care standards.
- Exceptional empathy, patience, and emotional intelligence.
- Excellent organizational skills.
- Strong problem-solving and influencing abilities.
At LloydsPharmacy Clinical Homecare, with over four decades of experience supporting patients since 1975, we are dedicated to delivering exceptional clinical homecare services to more than 100,000 patients in their own homes, workplaces, or communities across the UK. Our comprehensive range of treatments spans from medication delivery to specialised nursing for complex conditions such as home parenteral nutrition, chemotherapy, IV antibiotics, enzyme replacement therapy, rheumatoid arthritis, multiple sclerosis, and beyond. Working in collaboration with the NHS, pharmaceutical companies, and private medical insurers, we prioritise patient care and are guided by our values of Delivering together, Being Accountable, Giving it our all and Continually Improving to provide the highest standards of service delivery and patient outcomes.
We pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our resourcing team
