Outpatients Contact Centre Tech Leader | Digital Access

Allscreens Nationwide Ltd; Basildon; On-site; GBP 65,000 - 85,000; Full time

Job summary

Mid and South Essex NHS Foundation Trust is seeking an experienced Outpatients Contact Centre Technology Manager to oversee the design, performance and governance of contact centre technology systems supporting patient access.

You will provide specialist expertise in telephony, IVR, digital channels, chatbot technology, Workforce Management, quality monitoring, call recording and reporting to ensure robust, secure, patient-centred services.

Responsibilities

• Acts as the principal link between operational services, Digital teams, Information Governance, IT Services and external technology suppliers, ensuring technology solutions support safe, efficient and patient-centred access to services.
• Responsible for translating highly complex operational requirements into effective technical solutions, leading technology-enabled service improvements, driving adoption of digital technologies and ensuring systems remain robust, secure and fit for purpose.
• Operates as the Trust's subject matter expert for Outpatient contact centre technology and provides specialist advice on the development and optimisation of patient access systems.

Job description

Mid and South Essex NHS Foundation Trust is seeking an experienced Outpatients Contact Centre Technology Manager to oversee the design, performance and governance of contact centre technology systems supporting patient access.

You will provide specialist expertise in telephony, IVR, digital channels, chatbot technology, Workforce Management, quality monitoring, call recording and reporting to ensure robust, secure, patient-centred services.