Spire Healthcare
Patient Contact Centre Team Leader - Outpatients Department
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Spire Healthcare - Outpatients Team Lead
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.
Please only apply if you are able to commit to these shifts.
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 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 KPIs 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 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.
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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.
- Promote effective lines of communication throughout the working environment.
- Continuously improve 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 with hospital policies.
- Attend all mandatory training sessions and any other training and development courses as required.
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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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