Access Hub Supervisor

5 months ago

London, United Kingdom Nexus Health Group Full time

Friday - 7:45 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.
- 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

**Job Types**: Full-time, Permanent

Schedule:

- Monday to Friday

Ability to Commute:

- London, SE5 0BB (required)

Work Location: In person

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