Contact Centre Team Lead - Carlisle - NHS

Job Position - Contact Centre Team Lead NHS

Department - Corporate HQ

Band: 5

To start: ASAP

Duration: 6 months

Hours: 37 -

Days: Mon-Fri

Site: Carlise

CANDIDATES MUST HAVE PREVIOUS NHS EXPERIENCE

Main Duties:

We have approval to go out for a Band 4 Contact Centre Team Lead, to work in Carlisle, to start asap for a period of 6 months.

We are looking for someone full time, Monday to Friday, who can work on site in Carlisle and must have previous NHS experience in this capacity.

To Manage the Patient Engagement Portal

To manage rescheduling and cancellation requests within the PEP portal.

To provide an accessible, responsive patient focused service that reacts quickly to their identified need, and act as a point of contact for the patient throughout the process.

To provide a first line Supervisory service taking calls and liaising with distressed or anxious patients and carers, including those wishing to make complaints about the service. Answering basic Clinical queries from patients and giving advice, such as where to obtain test results, who the patient needs to speak to. Or other departments they have been referred onto as a result of their initial appointment.

To support and provide patients and staff with a wide range of information, i.e. hospital visiting hours, parking, directions to hospitals, what patients should bring with them to clinic (medications, urine samples, etc.)

Provide a responsive Emergency GP Bed Referral Service by taking accurate patient clinical information and medical condition details, inputting them onto Operation Access Database, forwarding e mail and faxed details to A&E, Bed manager and Medical Records on relevant Trust site ready for emergency admission.

To adhere to the principles of patient, carer and public involvement in the work area, in line with Section 11 of the Health and Social Care Act 2001 and the Trust's strategy for Patient, Carer & Public Involvement; to ensure that patients are the focus of everything they do and follow good practice shared in line with the Trust's policies and procedures, such as learning from complaints and concerns.

To arrange Transport for patients when necessary.

Ability to demonstrate an understanding of issues relating to confidentiality when dealing with sensitive issues.

Responsible for organising own workload and planning of team's day to day work, prioritising and delegating work as necessary to team, working under pressure and dealing with non-routine situations, to meet NHS target deadlines.

To analyse information relating to clinic capacity and demand within outpatient Services to meet NHS waiting time targets, using this information to make judgements where there is a range of options to resolve the situation, e.g. arranging extra clinics, overbooking clinics,

resolving any clinic capacity problems highlighted by the team.

Meets with Operational Services Managers to discuss and plan necessary capacity needed to meet NHS targets.

Responsible for planning and organising the setup of any additional clinics needed. Requesting the appropriate staffing and rooms i.e.x-ray departments, out-patients sisters, ECG, technicians, receptionists, secretaries and consultants.

These jobs have a very quick turnaround on them so please ensure that you apply as quickly as possible attaching a full and updated copy of your CV. Please contact Danny Evans for any further questions.