Job Title: RBMC Team Leader
Location: Fulwood, Preston
Contract Type: Permanent
Hours: 37.5 hours a week, Monday to Saturday (hours between 9-6pm)
Salary: £28,000
About the role:
As an RBMC Team Leader at CHEC, you will be responsible for managing and supporting your designated team while working collaboratively with fellow leaders to oversee the wider RBMC function. You will ensure patients receive an excellent experience from the outset of their journey, with dignity, respect, and care at the forefront of all processes.
This role involves leading, mentoring, and developing team members, monitoring performance to meet service targets, and supporting the mobilisation of new services.
The role ensures that all patient calls are answered promptly, professionally, and in line with service standards, while also supporting efficient referral management and appointment booking processes. You will work closely with RBMC Management and the Rota team to monitor clinic capacity, address demand issues, and ensure efficient patient bookings. The Team Lead acts as the first point of escalation for complex queries, provides coaching and training to team members, and contributes to the continuous improvement of patient access services.
We are looking for someone who can:
1. Ensure patients and their care are put at the forefront of all we do.
2. Ensure all patients are treated with dignity, respect, and care, listening to their individual physical or psychological needs.
3. Lead and supervise a team of telephone booking patient coordinators, ensuring consistent delivery of high-quality service.
4. Monitor call queues, waiting times, and performance against service-level agreements (SLAs) through floorwalking and reviewing daily reports to ensure targets are met.
5. Conduct weekly huddles, team briefings, and regular 1:1s to maintain communication and support staff wellbeing.
6. Oversee training and development of all team members, including coaching on soft skills, customer service, and providing constructive feedback and development plans.
7. Guide, support, and mentor team members in their roles.
8. Allocate tasks to team members while fostering an autonomous working environment.
9. Manage patient calls courteously, efficiently, and in line with RBMC protocols.
10. Support referral processing and booking in accordance with clinical pathways, national targets, and trust policies.
11. Monitor and review call quality, accuracy of information, and correct use of booking systems.
12. Assist with rota management to ensure adequate telephone coverage during service hours.
13. Attend team and other meetings, contributing positively and participating in shared decision-making.
14. Act as an escalation point for complex or sensitive patient inquiries, resolving issues timely and compassionately.
15. Promote a patient-centered approach in all interactions, maintaining professionalism and empathy.
Qualifications and experience:
* Previous experience in a team leader or supervisory role within a contact centre or customer service centre.
* Ability to manage, motivate, and develop a team to meet service targets.
* Experience in monitoring performance metrics and providing constructive feedback.
* Strong communication, problem-solving, and decision-making skills in a fast-paced environment.
* Understanding of NHS policies, procedures, and confidentiality standards (e.g., GDPR).
* Ability to handle escalations and resolve complex patient or provider queries.
* Good understanding of data management, reporting, and analysis tools.
* Strong computer literacy with the ability to quickly learn and adapt to new administrative software.
Why work for us?
* 25 days annual leave plus bank holidays
* Buy and sell annual leave scheme
* Refer a friend scheme
* Company pension
* Company sick pay scheme
* Life assurance scheme
* Bluelight Card - discounts and cashback options
* Career development opportunities with a dedicated reward framework and learning options
Founded in 2012, CHEC is a leading provider of community-based ophthalmology services in the UK, dedicated to delivering high-quality, patient-focused care.
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