Contact Centre Team Leader

5 months ago

Carlisle, United Kingdom NISI Staffing Full time

We are seeking a highly motivated and detail-oriented individual to join our team as a **Contact Centre Team Lead** based in **Carlisle**.

** Start ASAP - 6 months**
** Pay rate: £11.44 - £11.75/h plus Weekly holiday pay**
** Must have previous NHS experience in this capacity**

Overall job:

- To manage and monitor a team of specialist patient care advisors: enabling them to support patients through choice pathway to book outpatient services and Emergency GP Admissions; discussing with them choice options within NCIC ensuring patients are seen within NHS waiting time targets in an informed and courteous manner.
- This involves capacity and demand scheduling - analysing, identifying and setting up extra clinics where needed to meet the outpatient waiting time targets.
- Responsible for Management and scheduling of all areas attached to this team

Duties and responsibilities:

- To Manage the Patient Engagement Portal
- To manage rescheduling and cancellation requests within the PEP portal
- To provide an accessible, responsive patient focused service that reacts quickly to their identified need, and act as a point of contact for the patient throughout the process
- To provide a first line Supervisory service taking calls and liaising with distressed or anxious patients and carers, including those wishing to make complaints about the service. Answering basic Clinical queries from patients and giving advice, such as where to obtain test results, who the patient needs to speak to. Or other departments they have been referred onto as a result of their initial appointment
- To support and provide patients and staff with a wide range of information, i.e. hospital visiting hours, parking, directions to hospitals, what patients should bring with them to clinic (medications, urine samples, etc.)
- To arrange Transport for patients when necessary.
- Ability to demonstrate an understanding of issues relating to confidentiality when dealing with sensitive issues
- Responsible for organising own workload and planning of team’s day to day work, prioritising and delegating work as necessary to team, working under pressure and dealing with non-routine situations, to meet NHS target deadlines
- Meets with Operational Services Managers to discuss and plan necessary capacity needed to meet NHS targets
- Notifying the various Medical Records Departments to arrange the transfer of medical files between the originating sites, in line with Caldicott rules
- To escalate any changes to clinics received from clinicians without six weeks’ notice where patients are going to breach waiting times or patient care will be affected
- To book interpreters where necessary for patients attending out-patient clinics and if necessary request appointment letters to be translated.

Person Specification:

- Qualifications:

- 5 GCSEs grade a-c or equivalent and 5 years’ experience in the managing of NHS waiting lists, clinical and administrative booking processes
- NVQ Level 4 or equivalent experience
- Patient Administration Training including Patient Management Information, Out Patient Booking and Audit trail
- Experience and knowledge:

- Knowledge, understanding and skills to run the Trust’s outpatient booking services as required.
- Knowledge of Medical Terminology, Anatomy and Medical Abbreviations acquired through Training and Experience.
- Excellent information technology and keyboard skills acquired through experience, ECDL and/or formal qualifications in order to operate Patient Administration Systems, VIP phone system, local databases, software, Internet and E-mail.
- Skills and aptitudes:

- Excellent communication skills, both written and verbal.
- Ability to persuade and influence.
- Ability to plan and organise own workload
- Good personal judgment skills in order to recognise situations faced each day (such as what to do when a patient cannot be booked an appointment within trust waiting time targets), and to identify appropriate course of action.
- Ability to work under pressure and deal with non-routine situations

**Job Type**: Temporary contract
Contract length: 6 months

**Salary**: £11.44-£11.75 per hour

Expected hours: 37 per week

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: Contact Centre Team Lead - Carlisle

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