Phone Hub Team LeadNHS
Job summary
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 to Friday.
Please ensure that your application is entirely your own original work. Applications found to be generated by artificial intelligence (AI) will not be considered.
We are looking for a proactive and organised Phone Hub Team Lead to support the day-to-day running of our busy Contact Centre within Primary Care. Working closely with the Contact Centre Manager, you will lead and support a dedicated team, ensuring patients receive a responsive, efficient and high-quality service.
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
You will play a key role in team leadership, rota management, staff development and service improvement. As the first point of support for the Phone Hub team, you will help drive performance, coordinate resources, manage complex patient enquiries and contribute to the continuous improvement of our services.
Key Responsibilities:
- To be responsible for your own continuing self-development, undertaking training as appropriate.
- To undertake other duties appropriate to the grading of the post as required.
- Must be able to work flexible hours.
Job description
Key Responsibilities:
To be responsible for your own continuing self-development, undertaking training as appropriate.
To undertake other duties appropriate to the grading of the post as required.
Must be able to work flexible hours.
Lead:
Assist the Contact Centre Managers to oversee the routine daily activities of all Phone hub staff and ensure individuals are employed to best advantage
Supporting the team in delivery of operational results
Assist the Contact Centre Managers to monitor absence and approve leave requests for all members of the Phone hub team
Responsible for preparing Phone hub rotas for at least 6 weeks in advance
Arrange additional staff cover during leave or sick leave periods to ensure that key staff functions are performed
Ensure that personnel are available to provide sufficient provision for dealing with incoming and outgoing telephone calls
Assist the Contact Centre Managers with 1:1s for all members of the Phone team
Assist the Contact Centre Managers with reviewing training and learning needs for all members of the Phone hub team and update the training matrix
Training:
Assist to identify, through 1:1s and observation, the training needs of Phone hub team members
Assist the Contact Centre Managers to plan and execute staff training sessions as relevant to role, including one to one training and group training
Update guidance as processes change within the organisation and assist to provide training sessions to staff
Support and mentor PAs, both as individuals and team members
Be available as the first point of support for PAs
Report any concerns to the Contact centre managers
Provide coaching and feedback
Appointments Management:
Co-ordinate the cancellations of clinics and rearranging of clinics
Patient and Stakeholder Liaison:
Assist the Contact Centre Managers to deal with patient queries that Phone hub staff have been unable to address
Ensure that online registrations are processed in accordance with practice protocol and published guidance
Assist the Phone hub Mangers to ensure that public areas, including waiting rooms and notice boards, are kept tidy and up to date and that leaflet dispensers are kept stocked with relevant information
Ensure the Groups suggestions and complaints procedure is followed
Assist the Contact Centre Managers to develop and maintain effective communications within the Phone hub team, the Practice, the Group, the Patient Participation Group and with relevant outside agencies
Buildings Management:
Ensure repair and maintenance issues are referred to the appropriate individual in a timely manner
Assist the Contact Centre Managers to allocate staff to stock GP rooms and complete weekly checks of expiry dates for all items within clinical rooms
Information Management and Technology:
Ensure computer and telephone system faults are escalated to the IT lead
Assist the Contact Centre Managers to maintain an up-to-date directory of services to promote care navigation and signposting of services to patients
Organisation and Improvement:
Assist the Contact Centre Managers to identify process improvements and support them to implement change and drive efficiency within the team
Use own initiative in highlighting gaps in processes and implementing changes, where appropriate, to ensure a smooth running of the Phone hub team
Quality:
The postholder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk
Assess own performance and take accountability for own actions
Contribute to the effectiveness of the team by reflecting on own and team activities and
making suggestions on ways to improve and enhance the teams performance
Effectively manage own time, workload, and resources
Health and Safety:
Ensure all members of staff comply with the Groups health and safety policy
Carry out risk assessments to comply with current Health and Safety legislation
Ensure any health and safety concerns are reported to the Operations Manager
To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection).
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers, and colleagues
Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues
Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities, and rights
The details contained in this job description are not exhaustive and may change as the post develops.
Governance:
Identify and record risks and issues, developing contingency plans with service and contract leads
Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice
Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement
Confidentiality:
To maintain confidentiality of information acquired in the course of undertaking duties for the practice.
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.