Call Centre Supervisor

University Hospitals of Derby and Burton NHS Foundation Trust; Litchurch; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Development opportunities

Recruitment and onboarding support

Staff benefits

Job summary

University Hospitals of Derby and Burton NHS Foundation Trust is seeking a call centre supervisor for the Florence Nightingale Hospital's Diabetic Eye Screening Department. You will train and mentor a small administrative team, handling 200–300 patient calls daily to book clinics across Derbyshire.

You will create clinics on Optomise, manage rebookings, respond to queries from GP surgeries and colleagues, and ensure patient pathways and KPIs are met, while supporting the wider team.

Qualifications

• Experience coordinating a small administrative team in a healthcare setting.
• Experience handling high-volume calls (200–300/day) and patient bookings.
• Proficiency with clinic scheduling software (Optomise).
• Strong communication with GPs, ophthalmology and wider team.

Responsibilities

• Create and update new clinics on Optomise.
• Cancellation and rebooking of clinics on short notice.
• Deal with queries from GP surgeries, ophthalmology and programme teams.
• Liaise with voice services to ensure smooth telephone operations.
• Control waiting lists for digital surveillance, OCT and slit-lamp clinics.
• Ensure new patients are registered promptly and meet KPIs.
• Answer calls and book patients into clinics across Derbyshire.

Skills

Team leadership

Communication

High-volume call handling

Organisational skills

Tools

Optomise

Job description

An opportunity has arisen at the Florence Nightingale Hospital within the Diabetic Eye Screening Department. As a call centre supervisor, the successful candidate will work, train and mentor a small administrative team, in the larger Derbyshire Diabetic Eye Screening Programme. The team takes between 200-300 calls per day from patients to book clinic appointments into various venues across Derbyshire. The role also consists of administrative duties to ensure patients are places into the correct pathways so that they receive the appropriate care. They will also be responsible for creating clinics on out screening software called Optomise. The successful candidate will also be expected to support and communicate the wider team, such as managers, screener/graders, consultants, GP's and our failsafe team. The role is based at Florence Nightingale Hospital and the hours will be Mon to Fri 1:30pm - 5pm.

• Create and update new clinics on the software based on information from team leaders in the north and south of the county.
• Cancellation and rebooking of our clinics at short notice either by contacting all relevant patients by phone or letter
• Deal with queries from GP surgeries, Ophthalmology departments and other Programme administration teams.
• Liaise with voice services when necessary to ensure the smooth running of the telephone system
• Control waiting lists for our Digital surveillance, OCT and slit lamp clinics.
• Ensure New patients are registered in a timely manner and expected to meet our key performance indicators.
• Answer phone calls and book patients into clinics of their choice across Derbyshire.
  As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

In return we will offer:

• Development opportunities, both professional and leadership development
• On-going support from recruitment to when you join our team and beyond.
• Staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes

Key Facts:

• We see on average 4810 OP appointments a day.
• We are the 4thbusiest Trauma & Orthopaedic outpatients department in England - an average of 2077 per week.
• An average of 1115 patients are seen in A&E across our network every day - 3rd largest in the country.
• Our hospitals admit an average of 195 emergency patients daily.
• Last year we undertook almost 33,700 planned surgical operations in our 57 operating theatres.
• We are one of only 7 Trusts nationally with more than 50 operating theatres.
• We carry out more than 140 elective procedures each working day.
• UHDB is a research active University Hospital with a large and varied portfolio of clinical trials and research opportunities for all staff.