Phone Hub Team Lead

This position is designed with professional growth in mind. During the first six months, youll be supported through a tailored development plan and will gradually take on the full scope of responsibilities listed below. Key Responsibilities: To be responsible for your own continuing self-development, undertaking training as appropriate. To undertake other duties appropriate to the grading of the post as required.

Must be able to work flexible hours. Lead: Assist the Contact Centre Managers to oversee the routine daily activities of all Phone hub staff and ensure individuals are employed to best advantage Supporting the team in delivery of operational results Assist the Contact Centre Managers to monitor absence and approve leave requests for all members of the Phone hub team Responsible for preparing Phone hub rotas for at least 6 weeks in advance Arrange additional staff cover during leave or sick leave periods to ensure that key staff functions are performed Ensure that personnel are available to provide sufficient provision for dealing with incoming and outgoing telephone calls Assist the Contact Centre Managers with 1:1s for all members of the Phone team Assist the Contact Centre Managers with reviewing training and learning needs for all members of the Phone hub team and update the training matrix Training: Assist to identify, through 1:1s and observation, the training needs of Phone hub team members Assist the Contact Centre Managers to plan and execute staff training sessions as relevant to role, including one to one training and group training Update guidance as processes change within the organisation and assist to provide training sessions to staff Support and mentor PAs, both as individuals and team members Be available as the first point of support for PAs Report any concerns to the Contact centre managers Provide coaching and feedback Appointments Management: Co-ordinate the cancellations of clinics and rearranging of clinics Patient and Stakeholder Liaison: Assist the Contact Centre Managers to deal with patient queries that Phone hub staff have been unable to address Ensure that online registrations are processed in accordance with practice protocol and published guidance Assist the Phone hub Mangers to ensure that public areas, including waiting rooms and notice boards, are kept tidy and up to date and that leaflet dispensers are kept stocked with relevant information Ensure the Groups suggestions and complaints procedure is followed Assist the Contact Centre Managers to develop and maintain effective communications within the Phone hub team, the Practice, the Group, the Patient Participation Group and with relevant outside agencies Buildings Management: Ensure repair and maintenance issues are referred to the appropriate individual in a timely manner Assist the Contact Centre Managers to allocate staff to stock GP rooms and complete weekly checks of expiry dates for all items within clinical rooms Information Management and Technology: Ensure computer and telephone system faults are escalated to the IT lead Assist the Contact Centre Managers to maintain an up-to-date directory of services to promote care navigation and signposting of services to patients Organisation and Improvement: Assist the Contact Centre Managers to identify process improvements and support them to implement change and drive efficiency within the team Use own initiative in highlighting gaps in processes and implementing changes, where appropriate, to ensure a smooth running of the Phone hub team Quality: The postholder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Effectively manage own time, workload, and resources Health and Safety: Ensure all members of staff comply with the Groups health and safety policy Carry out risk assessments to comply with current Health and Safety legislation Ensure any health and safety concerns are reported to the Operations Manager To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection). Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers, and colleagues Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities, and rights The details contained in this job description are not exhaustive and may change as the post develops. Governance: Identify and record risks and issues, developing contingency plans with service and contract leads Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement Confidentiality: To maintain confidentiality of information acquired in the course of undertaking duties for the practice.