An exciting opportunity has arisen for an experienced Team Lead to join the Beacon Medical group phone hub team. This role is to support our patients with their medical queries and ensure that they are signposted to the correct care first time.
This role is for 34.75 hours per week
Monday 08:00-18:30 (1-hour unpaid lunch)
Tuesday 13:15-18:30
Thursday 07:45-18:15 (1-hour unpaid lunch)
Friday 13:15-18:30
Please ensure that your application is entirely your own original work. Applications found to be generated by artificial intelligence (AI) will not be considered.
Your role as a Team lead will be to support the Contact Centre Manager with the day-to-day supervision of all Phone hub staff and their associated activities, including supporting the team to hit their KPIs as well as deliver excellent customer service to our patients, through regular 1:1s, observations, quality assurance audits and coaching.
The phone hub is open Monday to Friday between 08:00 and 18:30, where we operate a morning and an afternoon shift between 08:00 to 13:15 and 13:15 to 18:30.The Phone Hub are part of the unseen hard-working team behind Beacon.
Our focus is on improving services and providing high quality care to our patients whilst supporting the local health system to build sustainable integrated services to meet the current and future health and wellbeing needs of the communities we serve.
Main duties of the job
The successful applicant will help provide support to our patients using their excellent customer service skills and ensure that accurate data inputting and general note keeping information into our clinical system is maintained at all times. Our patients have multiple means of contact into our service, and you will be expected to support them over the phone, face to face and via digital format. The right candidate will preferably have experience in these areas, but full training will be provided. Following GDPR guidance, Work with a fast pace to a high quality, in all areas of our phone hub role. Knowledge of medical reception work is preferable, being able to follow all practice guidelines, policies & procedures is essential. The role is varied and will keep any candidate interested day to day. The ideal candidate must have a flexible can do attitude with a passion for excellence and an ability to work well within a team.
About us
Beacon Medical Group Practice is a single practice, Primary Care Network (PCN), providing care to 43,000 patients across Plympton and the South Hams. We are a team of Partners, Salaried GPs, Paramedics, Clinical Pharmacists, Pharmacy Technicians,, Practice and specialist Nurses, HCAs, Phlebotomists, First Contact Physios, Social Prescribers, Advanced Clinical Practitioners, Clinical Practitioners and Administrative support staff. Our mission is to give all our patients the right care, at the right time, in the right place. We are a forward thinking partnership always looking for opportunities to improve services for our patients. We have a good reputation for delivering good healthcare, leading at scale and innovating primary care services. This is a really exciting time to be joining us as we diversify our teams, our partnership and services.
If you join our team; you will receive support, opportunities to grow in your role, training, and work with colleagues who care about you.
Job responsibilities
Key Responsibilities:
To be responsible for your owncontinuing self-development, undertaking training as appropriate.
To undertake other duties appropriateto the grading of the post as required.
Must be able to work flexible hours.
Lead:
Assist the Contact Centre Managers tooversee the routine daily activities of all Phone hub staff and ensureindividuals are employed to best advantage
Supporting the team in delivery ofoperational results
Assist the Contact Centre Managers tomonitor absence and approve leave requests for all members of the Phone hubteam
Responsible for preparing Phone hubrotas for at least 6 weeks in advance
Arrange additional staff cover duringleave or sick leave periods to ensure that key staff functions are performed
Ensure that personnel are available toprovide sufficient provision for dealing with incoming and outgoing telephonecalls
Assist the Contact Centre Managers with1:1s for all members of the Phone team
Assist the Contact Centre Managers withreviewing training and learning needs for all members of the Phone hub team andupdate the training matrix
Training:
Assist to identify, through 1:1s andobservation, the training needs of Phone hub team members
Assist the Contact Centre Managers toplan and execute staff training sessions as relevant to role, including one toone training and group training
Update guidance as processes changewithin the organisation and assist to provide training sessions to staff
Support and mentor PAs, both as individualsand team members
Be available as the first point ofsupport for PAs
Report any concerns to the Contactcentre managers
Provide coaching and feedback
Appointments Management:
Co-ordinate the cancellations ofclinics and rearranging of clinics
Patient and Stakeholder Liaison:
Assist the Contact Centre Managers todeal with patient queries that Phone hub staff have been unable to address
Ensure that online registrations areprocessed in accordance with practice protocol and published guidance
Assist the Phone hub Mangers to ensurethat public areas, including waiting rooms and notice boards, are kept tidy andup to date and that leaflet dispensers are kept stocked with relevantinformation
Ensure the Groups suggestions andcomplaints procedure is followed
Assist the Contact Centre Managers todevelop and maintain effective communications within the Phone hub team, thePractice, the Group, the Patient Participation Group and with relevant outsideagencies
Buildings Management:
Ensure repair and maintenance issuesare referred to the appropriate individual in a timely manner
Assist the Contact Centre Managers toallocate staff to stock GP rooms and complete weekly checks of expiry dates forall items within clinical rooms
Information Management andTechnology:
Ensure computer and telephone systemfaults are escalated to the IT lead
Assist the Contact Centre Managers tomaintain an up-to-date directory of services to promote care navigation andsignposting of services to patients
Organisation and Improvement:
Assist the Contact Centre Managers toidentify process improvements and support them to implement change and driveefficiency within the team
Use own initiative in highlighting gapsin processes and implementing changes, where appropriate, to ensure a smoothrunning of the Phone hub team
Quality:
The postholder will strive to maintain qualitywithin the practice, and will:
Alert other team members to issues of qualityand risk
Assess own performance and take accountabilityfor own actions
Contribute to the effectiveness of the teamby reflecting on own and team activities and
making suggestions on ways to improve and enhance the teams performance
Effectively manage own time, workload, andresources
Healthand Safety:
Ensure all members of staff comply with theGroups health and safety policy
Carry out risk assessments to comply with currentHealth and Safety legislation
Ensure any health and safety concerns arereported to the Operations Manager
To be aware of and adhere to applicablepractice rules, regulations, legislation and procedures, national legislation(Health and Safety, COSHH, Data Protection).
Equalityand Diversity:
The post-holder will support the equality,diversity and rights of patients, carers, and colleagues
Act in a way that recognises the importance ofpeoples rights, interpreting them in a way that is consistent with groupprocesses and policies and current legislation
Respecting the privacy, dignity, needs andbeliefs of patients, carers, and colleagues
Behaving in a manner that is welcoming,non-judgemental and respects the individuals circumstances, feelings, priorities,and rights
Thedetails contained in this job description are not exhaustive and may change asthe post develops.
Governance:
Identify and record risks and issues, developingcontingency plans with service and contract leads
Ensure the PCN is compliant with health andsafety policies and procedures to reflect current best practice
Ensure that the PCN board and Clinical directoradhere to the governance structure as set out in the network agreement
Confidentiality:
To maintain confidentiality ofinformation acquired in the course of undertaking duties for the practice.
Person Specification
Qualifications
* Experience of working within General Practice
* A minimum of 1 year experience working in a high call volume setting
* Considerable experience of delivering an excellent customer service
* Experience of managing staff rotas ensuring staffing levels are safe to provide adequate cover for the continuation of Services
* Able to recognise staff training needs and deliver training tailored to individual learner and group learning
* Ability to manage staff individual performance through the one-to-one process
The Groups Values
* The candidate must demonstrate an understanding of our values.
Experience
* Robust organisational skills
* Able to take a welcoming, sympathetic, and patient approach with all patients,
* visitors and callers
* Able to problem solve and take initiative
* Able to build supportive and productive working relationships across a team
* Self-motivated, reliable, and dedicated
* Able to manage conflict
* Flexible working attitude
* Leadership skills across sites
* Able to build supportive working relationships across the group, supporting teamwork between interdepending teams
* Can do attitude and forward thinker demonstrating a range on innovation or improvements to practice
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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