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Clinical Booking Coordinator

3 months ago

England, UK, United Kingdom HBSUK Full time

OPERATIONS SUPPORT MANAGER





ABOUT THE ROLE



Reporting to the Operations Manager, this role will be a key member of the HBSUK Virtual Lucy Operations Team. The postholder will be highly organised, have a proven track record of excellent performance under pressure and demonstrate excellent leadership and communication skills. The postholder will support the on-going development of operational governance processes, that meet the current and future organisational requirements. They will work collaboratively to embed an operational excellence, compliance and risk culture, and across HBSUK.



MAIN RESPONSIBILITIES


  • Demand and Capacity Model Management Develop and oversee the demand and capacity service model. Collaborate with demand and capacity leads to create and maintain accurate forecasts for virtual services, optimizing demand modelling through data analysis. Develop and maintain demand/capacity models for all new projects. Liaising with demand and capacity lead(s) to monitor and maintain appropriate clinician availability in line with contractual SLAs. Work with teams to gain an understanding of their respective operation and look at ways to improve or streamline the processes.
  • Day-to-day operational management of Virtual Services through constant interactions with Contact Centre, Clinical, and other Operational personnel. Responsible for daily, monthly, and annual monitoring of internal and external organisational operational SLAs to ensure capacity aligns with anticipated demand and all contracts are delivered within SLA requirements. To act as operational escalation and improvement lead for diagnostics network and improve efficiency in matching contractual SLAs. An understanding of all Virtual Lucy system and operational processes. Creation and Maintenance of a Virtual Lucy Operational Access Policy
  • Team Management Responsible for helping team management improve relevant organisational operational SLAs
  • Managing relationships with multiple stakeholders and suppliers, fostering effective communication and collaboration, while proactively identifying and engaging new stakeholders as needed. Point of contact for complaints management and reporting.
  • Problem Solving - A love for problem solving, making sense of something complex and communicating it to others in a way that is easy to understand. The ability to think logically and work under pressure.
  • Designing Processes - To assist in designing processes to ensure they are streamlined, efficient and effective.
  • Compliance & Audits - To develop a good understanding of standard operating procedures, compliance, and audits. Working with Quality team in planning and periodically conducting internal audits and reviews to ensure execution of compliance standards. Supporting internal, external, and client audits. Statutory and regulatory compliance and good practice
  • KPI Reporting - Compiling KPI reports in accordance with predetermined metrics to monitor relevant company operational SLAs. Construct and manage MI reports using provider data, presenting findings to relevant stakeholders. Prepare reports for senior management and clients as appropriate


EXPERIENCE


  • Demand capacity management
  • Customer Service SLA monitoring
  • Complaints Handling
  • Experience in using digital platforms
  • Experience in healthcare operations


KNOWLEDGE AND SKILLS


  • An understanding of the issues surrounding data protection.
  • Excellent communication, interpersonal and organisational skills
  • Excellent written skills
  • Competence in a wide range of IT systems, (Visio, teams, SharePoint, Excel, Word, power point) Ability to deliver to deadlines, work under pressure, manage own time, prioritise workload.
  • Ability to problem solve.
  • Ability to work autonomously and without supervision



EDUCATION QUALIFICATIONS & TRAINING


  • Minimum of 2 A Levels or equivalent and GCSE English and Maths at grade C or above



OUR COMMITMENT TO YOU


We are committed to building a diverse team of HBSUK who are smart, nice, and get things done where everyone at HBSUK is empowered to bring their authentic self to their work. We are all responsible for stewarding a high-performance culture in which all HBSUK employees belong and thrive. We are proud to be an equal opportunity employer and welcome applications from people of all backgrounds and experiences.


If this opportunity is something which appeals to you, get in touch today, so we can ensure you have the best experience throughout your search.