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Clinical Contact Centre Team Leader
| Dyddiad hysbysebu: | 27 Mai 2025 |
|---|---|
| Cyflog: | £26,208.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £26208.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 10 Mehefin 2025 |
| Lleoliad: | Hinckley, LE10 3EY |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | U0129-CCC |
Crynodeb
JOB DESCRIPTION SPA (single point of access) Team Leader MAIN PURPOSE To provide an important role within the Clinical Contact centre team. This post will: Full time role ensuring SPA opening hours are covered Based in Everyone Health Head office (Hinckley) Include direct line management of contract centre team members including training and PDR development. Working closely with service manager and other members of Senior team to achieve service KPIs. Support service manager in delivery and continuous service improvement. Support patients with an initial triage into appropriate services, providing empathetic and motivational support, to ensure a professional entry into the service. Provide day to day triage support within Everyone health contracts including. handling telephone calls/messages, electronic communication, appointment management and updating patient records Use clinical systems, to manage patient data for accurate record keeping. Flexible approach to working to support service delivery. SUMMARY OF RESPONSIBILITIES AND DUTIES To support the service manager to deliver the service within contractual remits. Provide leadership support for clinical contact centre advisers, to motivate and inspire colleagues to deliver service excellence. To be the main point of contact throughout patients journey of care, from initial access to signoff, support navigation and access into interventions within the service as well as support to access wider community services. Provide day to day triage support. handling telephone calls/messages, electronic communication, appointment management and updating patient records Provide addition support for everyone health contracts where needed. Administration tasks including postal duties. Escalate patient issues and concerns to specialist teams when needed, using agreed mechanisms to document need, action and result, recognising skills boundaries. when needs exceed the skills and competencies of the virtual behaviour change team Utilise a range of communication methods including digital technologies, telephone, email and text to ensure patient-led support is proportionate to individual need Be compliant with all relevant policies, procedures and guidelines, including the appropriate code(s) of conduct associated with this post; maintain awareness of safeguarding issues, report and acting on concerns in accordance with Everyone Health and Local Authority policies and procedures. Take responsibility for own CPD and participate in Everyone Healths induction, training and continual professional development as required; recognise and work within own competence and professional code of conduct. Prioritise, organise and manage own workload in a manner that maintains and promotes high quality. Ensure that commitment to equality and diversity is reflected at all stages of project planning, delivery and evaluation, in line with agreed service standards. Understand and adhere to strict confidentiality and safeguarding protocols. PERSON SPECIFICATION 1. SKILLS & ABILITIES The ability to set objectives and prioritise, provide sound judgement and decision making often within tight timescales. Excellent communication skills written, verbal and non-verbal, and listening skills. Sound management and interpersonal skills with proven ability to work effectively with all levels of colleague, staff representatives, managers, external agencies, and service providers. Keep accurate records to provide data and monitoring information. Ability to write down information in clear accurate English. Emotionally sensitive and empathetic to members of the public accessing our service. Able to carry out regular, systematic tasks repeatedly. The ability to work independently and as part of a team. Strong communication skills written, verbal and non-verbal, and listening skills Accurate record keeping of activity to provide data and monitoring information Be able to plan own time effectively and prioritise activities around the needs of the team and individuals in the community. Respond effectively to referrals in line with agreed service protocols. Computer literate ability to maintain and monitor information systems. Flexible and adaptable approach to working. Value and respectful of other people regardless of background or circumstances. Ability to understand stock management for accurate reporting.