Customer Service Team Leader

4 weeks ago

Middlewich, United Kingdom InHealth Group Full time

Job summary

InHealth sees more than 4 million patients each year and our Customer Service Teams are focused on providing direct access and support to all of our patients. Our Team Leaders are a vital part of the InHealth team. In your role as Team Leader, your skills and expertise will provide leadership so that we deliver a high-quality, patient-focused service at all times. By adopting an approach of continuous improvement, you will deliver efficiencies in line with KPIs and objectives, while never losing sight of patient and customer satisfaction. You will oversee the day to day duties of your team of Advisors to ensure patient and customer focus is central to the commercial success of the business.

Main duties of the job

This position sits within our Targeted Lung Health Check function a team dedicated to screening patients and identifying early signs of cancer to help save lives. Targeted Lung Health Checks are still a relatively new area for the NHS and InHealth - making it an exciting time to be involved. InHealth currently support the NHS with software, a bookings/triage service and mobile CT scanning. We need someone who has the passion and drive to help shape the future of our services and the creativity to make our services the best in the country for Commissioners but most importantly the patients we serve. If you want to really get stuck in and have a huge impact on both current and future services, this is the role for you

About us

InHealth Intelligence is part of the InHealth Group which is the UKs largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 4 million people in their healthcare journeys, the majority of these are NHS patients and service users.

As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues.

Our mission is to be the preferred provider of high-quality diagnostics and healthcare solutions in hospitals and in accessible community settings, serving 5 million patients from 1,000 locations by 2025.

IND01 Job description

Job responsibilities

InHealth sees more than 4 million patients each year and our Customer Service Teams are focused on providing direct access and support to all of our patients. Our Team Leaders are a vital part of the InHealth team. In your role as Team Leader, your skills and expertise will provide leadership so that we deliver a high-quality, patient-focused service at all times. By adopting an approach of continuous improvement, you will deliver efficiencies in line with KPIs and objectives, while never losing sight of patient and customer satisfaction. You will oversee the day to day duties of your team of Advisors to ensure patient and customer focus is central to the commercial success of the business.

This position sits within our Targeted Lung Health Check function a team dedicated to screening patients and identifying early signs of cancer to help save lives. Targeted Lung Health Checks are still a relatively new area for the NHS and InHealth - making it an exciting time to be involved. InHealth currently support the NHS with software, a bookings/triage service and mobile CT scanning. We need someone who has the passion and drive to help shape the future of our services and the creativity to make our services the best in the country for Commissioners but most importantly the patients we serve. If you want to really get stuck in and have a huge impact on both current and future services, this is the role for you

About the role

The post-holder will be responsible on a day-to-day basis for managing the bookings side for the Lung Health Check Service. The post-holder will be expected to develop close liaison and communication with the relevant the relevant stakeholders to ensure the needs of each pilot project is met. The post holder will develop excellent working relationships with their team members and must be flexible to fit in with the departments weekly working pattern as required.

Key duties

Contribute to the goals and objectives of the Lung Health Check Programmes and demonstrate effective leadership. Responsible for creating and utilisation of appointments for all services. Managing and allocating staff workloads. Oversee patient queries that come into the services via phone or email. Ensure all patients, carers and other stakeholders are treated with dignity and respect and that they are listened to and reasonable requests/adjustments are accommodated, via robust performance monitoring and management procedures. Become an expert level user of Spectra PM, advising on potential improvements to IHIs software and systems, proposing enhancements to the functionality and specify requirements of any development required. Assisting on the phones, booking and making patient appointments as and when demand requires and according to the 8x8 wallboard. Monitor the teams performance against their individual responsibilities, , ensuring returned mail is actioned appropriately, voicemails and emails in a timely, professional manner. Monitor call stats and call handling through the 8x8 application and providing feedback for the team where necessary. Ensure all Health Intelligence policies and procedures are followed, advising the Team when changes are made and monitoring that these are followed. Taking the lead with new recruits - ensuring their IT accounts have been set up

Key Skills and experience

Be experienced in dealing with customers and/or patients and know how to handle their queries effectively and sensitively. Educated to GCSE or equivalent Qualifications and/or training/experience in Patient Care Understand the importance of patient confidentiality and be aware of data protection. Have excellent verbal and written communication skills. Have responsibility for the health, safety and welfare of self and others and to comply at all times with the requirements of health and safety regulations. Maintain and ensure observation of robust internal quality assurance measures to meet national standards. Following suitable preparation, be prepared to undertake new skills/procedures, relevant to patient/service need and in accordance with policy with the ability to pass on anything relevant to your team. Person Specification

Qualifications

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Desirable

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Experience

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Additional Criteria

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Desirable

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