Head of Patient Contact Centre

3 months ago


Preston, United Kingdom CHEC Full time

**Job Title**:Head of Patient Contact Centre

**Location**: Fulwood, Preston

**Contract Type**: Permanent, 37.5 hours a week

We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of community health and how CHEC can play an innovative part in making this great, with your help.

If you are care focused and looking to join an organisation that is thriving on success, then CHEC is your employer of choice We have an exciting opportunity for a new Head of Patient Contact Centre to support our ambitious growth plans as we continue to expand throughout the UK.

**About the Role**

We are looking for someone to lead the efficient and effective operation of the contact centre, of booking and managing the patient appointments and pathways ensuring that it meets or exceeds departmental goals and delivers exceptional patient service.

The Head of Patient Contact Centre will be involved in strategic planning, team management, performance analysis, and continuous improvement to enhance overall contact centre performance.

**We are looking for someone who can**:

- Manage and develop the team to deliver the objectives of the department year on year to support the growth and diversity of the business.
- Provide leadership and guidance to the team, fostering a positive and collaborative work environment.
- Set performance expectations, conduct regular performance reviews, and implement corrective actions as needed.
- Enable communication and working between the team and the operations to manage bookings effectively.
- Implement and optimise call centre processes and workflows to ensure efficiency and effectiveness.
- Monitor key performance indicators (KPIs) such as call abandonment rate, average handling time, and patient satisfaction, taking proactive measures to address any issues.
- Foster a customer-centric culture within the contact centre, emphasising the importance of delivering exceptional customer service.
- Implement strategies to enhance the overall patient experience and satisfaction.
- Effective collaboration to implement the required patient pathways.
- Analyse contact centre data and generate reports to assess performance and identify areas for improvement.
- Present regular reports to senior management, highlighting achievements, challenges, and recommended actions

**What you’ll bring to the role**:

- Proven experience of a leadership role within a contact centre
- Experience with continuous improvement within a contact centre, including key focus on customer satisfaction
- Experience using data to identify priorities and challenges
- Ability to identify opportunities for growth
- Strong cross-functional communicator
- Strong leader with the ability to work collaborative with multi-disciplinary teams and multiple departments
- Strong understanding of contact centre operations, including telephony systems, CRM software
- Understanding of healthcare and patient referrals is advantageous
- Analytical mindset with the ability to interpret data and make informed decisions.

**Why work for us?**
- 25 days holidays plus bank holidays
- Buy and sell annual leave scheme
- Refer a friend scheme
- Company pension
- Company sick pay scheme
- Life assurance scheme
- Bluelight Card
- 100’s of discount and cashback options
- Performance review with a training and development plan
- Employee discounts portal
- Gym discounts
- Cycle to work scheme
- Tech scheme
- Medicash

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

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Day shift
- Monday to Friday

Work Location: In person



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