Meon Health Practice (The Highlands Practice, Jubilee & Whiteley Surgery)
JOB SUMMARY: The purpose of this role is to assist the Patient Service Advisors to deliver a first-class customer care experience both on the telephone and triage. You will support the Operational Leads and highlight operational risks and areas for improvement.
RESPONSIBLE TO: Operational Leads
ACCOUNTABLE TO: Deputy Operations Manager/Operations Manger
KEY/MAIN RESPONSIBILITIES
* Have good product knowledge of all services, procedures, guidelines and communicate to the team
* Deliver "huddles" to ensure the team know the objectives for their shift
* Work closely with the team motivating and improving the performance of each individual to meet Practice goals
* Carry out 1:1's, appraisals and return to work sickness interviews
* Record sickness and absence on relevant IT system and flag to HR any concerns to the HR Department
* Flag to HR any performance issues
* Ensure training and development plans are maintained for each member of staff and referred to during 1:1's and appraisals
* Support the Operational Leads to highlight operational risks and areas for improvement
* Lead and inspire a team to deliver excellent levels of patient satisfaction
* Ensure telephones and tirage are running effectively and efficiently
* Participate and lead in the daily update calls regarding capacity flagging concerns to the operational leads
* Have the ability to deal with demanding patients and escalations
* Assist in patient engagement and complaints
* Act as a role model/ambassador for Meon Health Practice
* Keep up to date with business development
* To assist in maximising the benefits of digital solutions for patients to access directly for both care and administration
* Act up in the absence of the Operational Leads
* Assist in the development of new services/roles around population health management
* Assist in developing service protocols and procedures, review and update as required
* Assist in the management of safety and property compliance. This will include ensuring building works are carried out when needed and being a named point of contact
* The ability to travel to all 3 sites when requested
* To carry out any other reasonable duties as requested
The role will be working 37 hours per week over 4 days working across our 3 sites.
Monday
Tuesday
Thursday
Friday
Experience Essential
* Previous Supervisory skills
* Excellent communicational skills
Desirable
* Experience of working in Primary Care
Job Types: Full-time, Permanent
Pay: £13.15 per hour
Work Location: In person