Clinical Contact Centre Team Leader

Everyone Health; Hinckley; On-site; GBP 30,000 - 42,000; Full time

Job summary

Everyone Health is looking for an SPA Team Leader to join their Hinckley office. In this full-time position, you will provide critical leadership in the clinical contact center, ensuring high standards of service delivery while supporting both staff and service users. The successful candidate will possess strong leadership and communication skills, along with prior experience in similar roles.

Qualifications

• Minimum 2 years’ experience in a management role.
• Experienced in leading a patient-focused service.
• Familiar with GDPR and patient confidentiality.

Responsibilities

• Lead the clinical contact center team ensuring service excellence.
• Provide triage support and manage patient interactions.
• Ensure adherence to safeguarding protocols.

Skills

Leadership

Communication skills

Organizational skills

Empathy

Problem-solving skills

IT literate

Education

GCSE Standard (A-C) including Mathematics and English

Job description

Full Time Roles (40 Hours per week).

40 hours flexibly according to shift pattern working between 8am and 7pm Monday – Friday and regular 10-2 Saturdays.

To provide a critical leadership role within the Groups health services, based at the Hinckley offices of Everyone Health. Our single and multi-component services provide public health services including prevention and early intervention services, specifically targeting those at high risk.

The key functions of the role are:

Leading a team to ensure all aspect of the contact centre are covered, providing a critical role within the Groups health services, based at the Hinckley offices of Everyone Health. Our single and multi-component services provide public health services including prevention and early intervention services, specifically targeting those at high risk.

The successful candidate will:

• Previous line management experience preferred,
• Direct line management of clinical contact centre colleagues including training and PDR.
• Have experience using IT systems including Microsoft word and excel.
• Emotionally sensitive and empathetic to members of the public accessing our service.
• Methodical and highly organised approach to work. Understand and adhere to confidentiality and safeguarding protocols.
• Have a flexible approach to service delivery with strong problem solving skills

We would like to hear from you if you have the following skills and experience:

• Providing 1:1 support and triage to service users
• Using software systems to document, collate and evidence work.
• Working in a dynamic and challenging environment, able to respond to and relate with, various professionals.
• Direct line management of clinical contact centre colleagues including training and PDR.

To apply: For more information and to download the job description please visit our website. Work With Us - Everyone Health and email your CV and supporting statement

Closing date: Please note: Interview will be held the following week.

All offers are subject to enhanced DBS checks and satisfactory references.

We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

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 patient’s 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 Health’s 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.

2. KNOWLEDGE

• Knowledge of good communications and engagement practice.
• Knowledge and understanding of current GDPR regulations, the Patient Confidentiality and Data Protection Act or a willingness to learn.
• Knowledge and a good understanding of the social determinants of health or a willingness to learn.

3. EXPERIENCE

• Minimum 2 years’ experience working within management role.
• Ability to lead, manage and motivate a team of staff delivering a patient focussed service.
• To be able to manage contractual targets and key performance indicators.
• Providing 1:1 support and triage to service users
• Raising public awareness and provision of consistent healthy lifestyle messaging, on issues relevant to the health of the community – an advantage
• Encouraging participation in activities
• Managing service workload, to ensure tasks are completed on time and to a high standard
• Using software systems to document, collate and evidence work

4. QUALIFICATIONS

Required: Education to GCSE Standard at grades A-C for a minimum of 5 GCSEs (or equivalent) including Mathematics and English language or literature.

Desirable- educated to degree level or relevant experience in similar role.

5. SPECIAL CONDITIONS

• Highly motivated self-starter with resilience, determination, and the ability to see jobs through to completion.
• This post involves working with vulnerable adults and as such the post holder will be required to apply for a disclosure of criminal records at an enhanced level (DBS).

6. SAFEGUARDING

Everyone Health Ltd is committed to safeguarding and promoting the welfare of the adults, young people and children who use the services. All staff have a responsibility to report any identified concerns of abuse or exploitation through the appropriate route in line with the respective policies and procedures.

7. FITNESS TO PRACTISE

Applicants will need to confirm if:

• They’re currently subject to a fitness to practise investigations or proceedings by a regulatory or licensing body
• They’ve been removed from any professional register or licensing register
• They’ve had conditions or sanctions placed on their registration
• They’ve ever had restrictions placed on their clinical practice as part of the revalidation process

Everyone Health delivers multi-component health related and lifestyle services, including prevention and early intervention, on behalf of Clinical Commissioning Groups and Local Authorities in community based localities across the UK.