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Operations Support Lead

4 months ago

Exeter, United Kingdom Chime Social Enterprise CIC Full time

Job summary

The Operations Support Lead roleis fundamental in the daily running of the administrative team as well asensuring that all written protocols, processes, and reference guides are keptup to date to promote efficiency and accuracy.

You will help manage a fun andfriendly team who provide administrative support for the Audiology team by,among other tasks, answering calls, checking in people, responding to emailsand assisting with medically related questionnaires. You will oversee theprocessing of incoming referrals, waiting lists, booking of appointments aswell as communicating with patients, healthcare providers and other departmentswithin the hospital on a daily basis.

We are recruiting for 1 fulltime position to work 5 days a week either > or >

May be required to workoccasional Saturdays to cover any staff shortages.

Salary : BAND 4 £26,530 (prorata)

Interview Date: TBC

Main duties of the job

Main duties of the job

- Overall, it is theresponsibility of the Operations Support Lead to ensure that their teamcommunicates effectively and responds in a timely manner to all incomingqueries as well as internal requests.

- Assess the tasks and processescarried out by their team and improve them where necessary, promoting maximumefficiency;

- Responsible for monitoring allthe waiting lists as well as documenting and cascading new/updated protocols,processes, and reference guides to their team;

- Responsible for ensuring thesmooth running of reception duties across the two sites and the call centreservice

- This post requires the postholder to work on site at all times with the option of working from home oneday/week once fully competent.

About us

Overview of your organisation

Working as a social enterprise offers Chime staff, as owners, the unique opportunity to not only improve their own working environment but to also have significant input into how audiology services are delivered locally. We have the freedom to optimise use of our budget for our patients in a way that ensures the highest quality of service that has longevity in providing audiology services free at the point of delivery for patients of all ages into the future. Chime is passionate about delivering an efficient and innovative service to patients and look forward to expanding our team with audiologists and support staff who share this vision and our values.

We can offer:

A friendly and supportive team. Membership of Perkbox offering a broad range of discounts Free life insurance NHS Pension The opportunity to become part of our employee engagement group contributing to the development of the service The chance to work with a vibrant team in the great location of Exeter

We would really appreciate applications from candidates in line with our company values:

C = Collaboration - working in true partnership to provide the optimal outcome

H = Holistic -caring about and understanding the implications of our interactions

I = Innovative -being open to new opportunities in meeting our purpose and vision

M = Motivated -passionate about bringing our best to every situation

E = Excellence -striving for the highest quality of service

Job description

Job responsibilities

- Line manage the operations support team;

- Create the environment for your team where you are the keypoint of contact and decision maker for all queries reducing workload for theoperations support manager;

- Oversee the day to day workload of the operations supportteam, ensuring that priorities are identified and dealt with appropriately;

- Analyse and develop workflows of how patients enter and movethough the system and to create ongoing efficiencies. Oversee all the waitinglists and be able to report on the current waiting times and issues at any timesupporting the operations support manager to plan an efficient service;

- Responsible for updating all the operations support departmentdocuments - these can be protocols, reference guides, handbooks, policies,posters, handouts, etc;

- Improve the access to the service from the patient perspective(demonstrate a simplification of processes from the patients view);

- Manage your team to achieve a patient satisfaction score of> 95% positive in your area;

- When required be involved in the recruitment and selection ofthe administrative staff when required;

- Conduct appraisals (90 day reviews) and deal with the firststages of any performance manage issues as well as escalating concerns and seekguidance when necessary;

- Ensure measurable outcomes which demonstrate that theoperations support team is meeting its purpose;

- Provide cover for the operations support administrators whenrequired to ensure service continuity and support the operations support teamin any office duty required as and when required;

- Communicate with patients with severe hearing difficultiesusing any method relevant to ensure effective communication;

- Ensure that reception duties are carried out appropriatelyacross 2 hospital sites;

- Monitor the types of requests, queries and complaints comingin from patients and analyse along with the operations support manager whetherany changes to patient processes can help to minimise difficulties thatpatients are experiencing;

- Oversee the booking of all foreign and BSL interpreters whenrequired for patients' appointments;

- Responsible for training of new patient support team members;

- To liaise on a regular basis with the scheduling team toensure clinic needs are met in a timely matter;

- To contribute to a positive, collaborative and holisticworking environment;

- Any other duties to commensurate with the grade as requestedby the line manager, operations directors or managing director;

- This job description is not exhaustive and will in the firstinstance be reviewed, in conjunction with the post holder, after 6 months andthereafter on an annual basis to assess if job content is still consistent withdepartment objectives;

- To be responsible for the health and safety of self and others(in accordance with Chime Health & Safety Policy).

Person Specification

Personal Criteria

Essential

-The ability to remain calm in a busy environment; - Excellent communication and interpersonal skills.

Qualifications

Essential

A good level of education to at least GCSE level (or equivalent).

Desirable criteria

Essential

-Excellent database administration and typing skills; - Experience in analysing data and completion of audits.

Experience

Essential

- Experience in managing a large team; - Adaptability to short notice changes; - Experience of communicating with people from differing lifestyles; -Experience in dealing with the public.