Telephony Supervisor

Integrated Care System; Gravesend; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare provider in Gravesend seeks a Telephone Team Supervisor. In this role, you will oversee teams, manage staff performance, and ensure high standards of administration and customer service. Previous experience in a healthcare setting is beneficial, but training will be provided. Strong leadership, IT skills, and a friendly demeanor are essential. The position offers a dynamic environment focused on patient care.

Qualifications

• Experience of working with the general public.
• Experience of admin duties.
• Experience of working in a healthcare setting.

Responsibilities

• Supervise the telephone and admin teams.
• Manage staff attendance and performance.
• Provide support and guidance to the practice team.

Skills

Leadership

Communication

IT skills

Customer care

Organizational skills

Education

GCSE English and Maths at grade C or equivalent

Job description

The practice has a centralised telephone service for 3 general practice sites, covering 16200 patients, a vacancy has arisen due to the previous job holder moving on, to act as a supervisor and team leader for the telephonists and administration staff. This is an exciting role, which will allow the right candidates to show their leadership and supervisory skills.

Main duties of the job

Day to day supervision of the telephone and admin teams. This will invlove telephone answering along with rota provision, direct personnel management, ensuring the team work within the standards and KPI's set down by the practice/wider NHS.

About us

3 sited general practice (training practice) located in semi rural Gravesham (2 sites) and outskirts of Bexley (1 site) . 16200 patients split across the practice. Large clinical and non clinical support team centred on our head office site at Istead Rise Gravesend.

Job responsibilities

The Telephone Team Supervisor role is primarily toprovide supervision to the practice telephone and administration team.

The post holder will work closely with (and underthe direction of) the Operations Manager to provide the continualimprovement of standards across a wide range of clinical and administrativeactivity, as well as providing an element of cover or source of advice in theevent of their absence.

The successful candidate must be able to work ontheir own initiative and have some supervisory experience, along with strong ITand telephone skills. You must be organised and confident, have a friendly andapproachable manner and can work under pressure.

Previous primary care experience is not essentialas training will be provided.

The post holder will:

• Be an experienced supervisor/leaderof staff, providing leadership to the telephone and administration team.
• Have excellent service,leadership, communication and project management skills.
• Be suitably proficient withIT systems and software applications, preferably in a clinical setting(although training will be provided for the suitable candidate).
• Exhibit safe, professionaldecision-making and high level of care for patients within the Practice.
• Work collaboratively withthe wider Practice team to meet the needs of our diverse range of patients.
• Undertake rota planning ofboth telephone and admin staff
• Support the delivery of requiredpolicy and procedures.

In order to work at this level a standard DBSclearance must be met.

Key Responsibilities

The following are the core responsibilities of the TelephoneTeam Supervisor. There may be on occasion, a requirement to carry out othertasks; this will be dependent upon factors such as workload and staffinglevels:

To provide day-to-day support,leadership, first line management and guidance for the practice telephone andadministration team, ensuring an efficient and professional manner ismaintained and to provide cover to the telephone team when needed.

Ensure all telephone and administrationduties are completed to the highest standard.

Monitor staff attendance, sicknessabsence and annual leave.

To provide communications betweenpatients, doctors and other staff.

Support the Practice Manager in therecruitment and induction of all new telephone and administration staff.

Ensure cover and suitable contingencyplans are in place for all leave, including unforeseen absence.

Support the Practice Manager in therunning of elements and/or services within the practice e.g. compliance withCQC, Health and Safety audits etc.

Support the PracticeManager in thereviewing and updating of practice policies and procedures.

Work with the Practice Manager and othermembers of the practice to identify areas for improvement and assist in changemanagement where appropriate.

Ensure the promotion, monitoring anddocumentation of performance and quality outcomes targets within the practice(including QOF), and using IT systems and software.

To undertake specific assigned tasks,project support, or development work which may arise during changes tothe NHS.

To introduce new policies and proceduresin line with current regulations

Manage and deal with day to day needs,difficulties and requirements of the partners and other clinical staff.

To work closely with telephone andclinical staff to ensure adequate cover and the smooth running of the practice,reporting any problems encountered to the relevant person.

To be a point of contact for staff andpatient queries and concerns.

• The greeting of patients,dealing with their enquiries in a courteous and polite manner.
• Provide direct support toteam members dealing with difficult patient interactions.

Oversee and delegate daily tasks e.g. clinicadmin task lists, booking of hub and home visit team appointments.

• Making appointments andbooking patients in for surgeries and clinics.
• Answering the telephonewithin a reasonable time, dealing with requests and enquiries courteouslyand politely.
• Making appointments:offering and arranging the appointments for doctors, helping to arrangeclinics.
• Responding to and resolvingall local IT issues where appropriate liaising with NHIS the CCG ITsupport/or others to resolve hardware and software issues.
• Ensure the effective use ofclinical systems, IT programmes and other systems used throughout thepractice.
• Providing support and ensuretraining for current and new staff is carried out.
• Training of staff onpractice IT systems as necessary.

To promote Equality and Diversity andHealth and Safety in themselves.

TRAINING ANDDEVELOPMENT

• Takingresponsibility for own development with relevant evidence-based knowledgeand competence in all aspects of the role to meet clinical governanceguidelines for Continuing Professional Development (CPD) and a PersonalDevelopment Plan (PDP).
• Stay up to datethrough attendance at any courses and/or study days necessary to ensurethat professional development requirements are met, demonstrating skillsand activities to others who are undertaking similar work.
• Subjectto a performance review, including taking responsibility for maintaining arecord of own personal and/or professional development.
• Work closely withother clinical staff and administrative managers in the setting up and/orimproving of practice systems for monitoring/measuring performance againstClinical Governance and Quality Indicator targets
• Work to deliverthe NHS contract requirements related to the practice (including the termsof the Quality and Outcomes Framework and locally enhanced services)

GOVERNANCE

• Take part in themaintenance of quality governance systems and processes across thePractice and its activities.
• Utilise the auditcycle as a means of evaluating the quality of the work of self and theteam, implementing improvements where required.
• Work with otherteams on improving the quality of service and patient care, in response tolocal and national policies and initiatives as appropriate
• Support andparticipate in shared learning across the practice and wider organisation
• Manage, reviewand identify learning from complaints, incidents and near-miss eventsrelating to the practice, team and self.
• Awareness ofstatutory safeguarding, notification processes and local guidance forchildren/vulnerable patients, applying relevant policies and legislation toprotect them
• Ensure compliancewith policies, procedures and guidelines for self and others, by acting oralerting senior management team if the practice appears to contravenepolicy, or if there are concerns over any aspect of patient care.

CONFIDENTIALITY

• Maintainconfidentiality of information, acting within the terms of the DataProtection Act and Caldicott guidance on patient confidentiality at alltimes.
• Maintainan awareness of the Freedom of Information Act.
• Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the Practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data

HEALTH & SAFETY

• The post-holderwill manage their own and others health & safety and infectioncontrol as defined in the Practices Health & Safety Policy, thePractice Health & Safety Manual, and the Practices Infection ControlPolicy and published procedures.
• Complywith Practice health and safety policies by following agreed safe workingprocedures
• Activelyreporting of health and safety hazards and infection hazards immediatelywhen recognised
• Keeping work andgeneral areas clean and tidy, and using appropriate infection controlprocedures to keep work areas hygienic and safe from contamination.
• Undertakingperiodic infection control training (minimum annually)
• Awareness andcompliance with national standards of infection control, hygiene,regulatory / contractual / professional requirements, and good practiceguidelines.
• Correct personaluse of Personal Protective Equipment (PPE) and ensuring correct use of PPEby others, advising on appropriate circumstances for use by clinicians,staff and patients.
• Reportingincidents using the organisations Incident Reporting System
• Using personalsecurity systems within the workplace according to Practice guidelines
• Making effectiveuse of training to update knowledge and skills

EQUALITY AND DIVERSITY

The post-holder will support, promote and maintain the PracticesEquality & Diversity Policy.

No person whether they are staff, patient or visitor should receive lessfavourable treatment because of their gender, ethnic origin, age, disability,sexual orientation, religion etc.

The jobholder must comply with all policies and procedures designed toensure equality of employment and that services are delivered in ways that meetthe individual needs of patients and their families.

OTHER DELEGATED DUTIES

This job description is not intended to be exhaustive - it may bechanged after consultation with the post holder. The employee shares with theemployer the responsibility for review and modification of duties.

Person Specification

Qualifications

• GCSE English and Maths at grade C or equivalent or above

Experience

• Experience of working with the general public
• Experience of admin duties
• Clear and respectful telephone style
• Good customer care
• Experience of working in general practice
• Experience of working in a healthcare setting

Quality, Attributes and Other

• Value and appreciate the worth of others
• Positive, forward thinking attitude
• Commitment to a DBS check (standard)
• UK Driving licence

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.