Patient Contact Centre Team Leader - Outpatients Department

Washington Source: WhatJobs

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Spire Healthcare are recruiting for a full time Outpatients Team Lead based in their Patient Support Centre in Seaham. This is an exciting opportunity working 37.5 hours per week

Shift patterns will vary between 8am and 6pm Monday to Friday and a half day on occasional Saturdays.

Duties and responsibilities:

To be the team leader within a team of multi-skilled administrators who can adapt to the demands of the business and to drive operational performance
To adhere to HR policies and procedures within the Outpatient Appointments, including managing sickness, annual leave and underperformance management
Ensure all administrators within the team have monthly 1-2-1's and feedback sessions and EE's set
Ensure all calls are answered in a timely manner in line with operational KPI, delivering high standards of customer service at all times. Carry out quality assessments regularly and give feedback to the team
Plan the workforce in line with activity and to ensure the timely management of all administrative tasks associated with bookings, pre-op assessment and admissions
To work through and process KPI's weekly and get to the root of any process issues that will then improve the scores
To ensure all necessary spreadsheets, systems and processes are updated throughout the working day and to provide the Outpatients Manager, Director of Shared Services, SMT and HoDs with any data as required
Attend and contribute to regular departmental meetings and keep up to date on all hospital/support centre matters relating to patient administration.
To deputise for Outpatients in their absence

Who we're looking for:

Support other staff in the performance of the duties and establish good working relationships with colleagues and other Spire Healthcare staff
Promoting effective lines of communication throughout the working environment
Continuously improving both oneself and the team to deliver on the key tasks and objectives identified in Enabling Excellence reviews
Attend training events and meetings in order to acquire the knowledge and skill that have been identified as making the post holder particularly successful
Perform all duties in accordance of hospital policies
Attend all mandatory training sessions and any other training and development courses as required

The successful applicant will:

Have the ability to motivate, empower, and coach team members, providing constructive feedback
Be efficient with effective problem solving skills
Demonstrate understanding and/or experience of a previous leadership role
Have demonstrable IT/Microsoft Office skills
Have the ability to use emotional intelligence for understanding, empathizing, and interacting positively with team members

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