Deputy Call Centre Supervisor

6 days ago

WestcliffonSea, United Kingdom Mid and South Essex NHS Foundation Trust Full time

The post holder will work closely with the outpatient call centre supervisor to ensure the effective and efficient management of processing patient referrals from registration to booking appointments in accordance with national and local policy.

Ensure tasks are distributed amongst the team and completed within set timeframes

Assist with taking and making telephone calls with patients during busy periods

Monitor electronic referral systems and undertake any necessary actions with regards to clinic templates, service mapping, slot polling and general housekeeping

Update electronic staff files

Deputise for the Call Centre Supervisor by undertaking staff return to work interviews, processing annual leave requests, performance reviews and recording sickness

Undertake any other duties that may arise from time to time as agreed with the service delivery manager for outpatients

The call centre is a team of 15 staff responsible for the registering of new patient referrals and outpatient appointment bookings.

We work closely with all specialties across the Trust to ensure their appointment booking requirements are met.

In addition to the incoming telephone calls, there is a large aspect of administration duties in regards to processing patient referrals, updating patient records and reporting which is shared out amongst the team.

We are based on the main Southend Hospital site.

1. Communication

First point of contact with new patients over the telephone booking appointments

Liaise with clinical staff, other departments and referring organisations to ensure a patient focussed service

Deputise for the call centre supervisor and attend call centre meetings on their behalf

Undertake clinic template amendments and clinic changes as required by departments

1. Analytical and Planning

Assist with the workflow management of the outpatients appointment booking team

Assist in the production of performance and activity reports

In association with the call centre supervisor help with the setup of any new booking processes and related procedures

1. Clinical Duties (If Applicable)

None

1. Policy and Service Development

Undertake a range of clerical and telephone duties to facilitate partial and direct bookings in accordance with national and local waiting time targets

Assist with ensuring referral registration and processing are undertaken in line with national and Trust policy

In association with the call centre supervisor help with the setup of any new booking processes and related procedures

1. Financial and Physical Resources

Ensure the department is adequately stocked with stationery to meet printing and postage demands

1. Staff Management

Day to day supervision of the appointment booking team, allocating duties, assisting with queries and escalating any concerns

Maintain standards for staff performance on all aspects of activity within the call centre

Act as training co-ordinator and mentor for new staff within the call centre

Support the call centre supervisor with the management of human resource issues particularly in relation to sickness and annual leave

1. Information Resources

Monitor worklists on the e-Referral Service system taking appropriate action where required in regards to housekeeping

Updating staff attendance records on the eRostering system
1. Effort, Skills and Working

Physical Skills

Standard keyboard skills

Physical Effort

A combination of sitting, standing and walking with little requirement for physical effort

Mental Effort

There is occasional requirement for pro-longed concentration.

Emotional Effort

Very occasional exposure to distressing or emotional circumstances.

Working Conditions

VDU use

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