Business Manager, Patient Solutions

2 days ago


AshbydelaZouch, United Kingdom Ashfield Healthcare, part of UDG Healthcare plc Full time

Ashfield is currently recruiting for a Business Manager to manage a team of Patient Schedulers based out of our digital Hub in Ashby De-La Zouch. This role is aligned to our Patient Solutions business unit and will manage and support the Lung Health CheckScheduler team to deliver a gold standard service for our Targeted Lung Health Screening Programme.

This includes training, monitoring of KPI, driving call volumes to ensure the most effective/efficient ways of delivering the service, all with the goal of improving patient access to Lung Screening Services and improving early diagnosis of Lung Cancer.

**Role and Responsibility**:
People:

- Daily 1st Line management of Contact Centre teams to effectively manage, motivate and lead direct report performance and development.
- Training and onboarding of the team to the relevant systems
- Ensure quality call delivery through coaching and monitoring
- Welcoming and integrating new employees into the Ashfield Patient Solutions call centre.
- Consistently demonstrate our values and as a leader of the company.
- To deliver the company's employee engagement strategy.
- To implement a talent management strategy with associated succession plans.
- Performance:

- Clearly and consistently communicate business goals, targets and KPIs to direct reports.
- Daily monitoring of call volume against KPI
- Analysing performance data alerting drop in performance
- Develop strategies to deliver LHC KPIs.

Quality:

- To ensure the highest level of service and productivity is consistently delivered by your direct reports.
- Frequent and regular employee coaching and performance monitoring with each direct report.
- To identify, in conjunction with the Training Department and Project Director training and development needs of direct reports to promote a culture of continuous improvement.
- Effectively implement HR policies and processes across the team, including probationary and mid-year reviews, appraisals and performance management where appropriate.
- To ensure that company and group, policies and standard operating procedures, are adhered to within your area of responsibility.
- To ensure an ethical and compliant working environment considering all relevant industry or client requirements (SOPs, ABPI etc.).

Client Responsibilities:

- Represent Ashfield to the highest standards at all times
- To consistently look for additional ways to provide added value to our clients.
- Ensure all communication provided to our clients is timely, clear and accurate.
- To fully understand our clients brands, direction and deliver their strategy.

Business Understanding:

- Demonstrates a strong understanding of the commercial aspect of the role and that of the team's.

Professional Conduct:

- Ability to demonstrate the standards of behaviour and professionalism that distinguish Ashfield
- Healthcare Limited. Continually seeks opportunity to enhance Ashfield Healthcare Limited external reputation. At all times work within the Nursing and Midwifery Council (NMC) Code and the current Association of British Pharmaceutical Industry Code of Practice(ABPI).

Communication:

- Able to express self both orally, visually and in written communication.
- Understands the importance of communication and leads by example.
- Ensure effective and appropriate communication is maintained to patients and other healthcare professionals.

Essential Skills:

- Degree level education (or equivalent)
- Ambition to join an innovative part of the business driving productivity through the digital channel
- Strong planning and organisational skills
- Desire to develop people through regular coaching interventions
- Drive to succeed and to provide innovative solutions for our Clients
- Strong client and customer focus
- Problem solving and analytical skills
- Working knowledge of the NHS

**Background**

Ashfield is a fast-paced place to work where you will be highly valued. We'll give you all the support, training and encouragement you need to deliver first-class results for our clients. With an international reach and great support, the opportunities hereare wide and diverse.

It's our people that have made us successful, and we are committed to our values.

Quality, Partnership, Ingenuity, Expertise and Energy.

Thank you for your interest in Ashfield.



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