Service Manager / Ops Manager

• To lead the team of patient service coordinators to ensure the business delivers against the needs of patients as part of their patient experience from initial calls to on-going patient management. It is a critical part of the company and requires interaction with the pharmacy, clinical teams, support teams, marketing and digital.

This role is right for you if you: Are passionate about and committed to delivering exceptional service to patients and have exceptional problem solving, line manager and communication skills. You will be passionate about hitting targets and motivating a team to work together to achieve a common goal.

This role is not right for you if you: Cannot use your personal style to influence and impact change, make decisions in the moment and be accountable for a team, patient success and stakeholder management.

Key responsibilities:

The job holder will do all things within their skill and ability; specific examples are (but not limited to):

• Team management
• Ensure all areas of the clinic are staffed effectively and safely by effective resource management and planning with a day to day and longer-term view of business requirements.
• Ensure the department is set up and the team are clear on and delivering against KPI’s.
• Ensure the team are clear on business deliverables, cascade information on BAU and the company’s strategic goals.
• Performance manage all members of the team to include training, feedback 121 and day to day employee journey (sickness /absence etc.)

Operations and Service management

Ensure that the different elements of the patient journey are managed efficiently and professionally including

but not limited to:

• Patient comms – oversee all areas of patient comms, ensuring a pro-active approach, that patients are informed at every step, oversee live chat and key templates and ensure this is delivered professionally and in line with regulatory requirements. Check online reviews and contact patients with negative reviews to resolve their issues and improve their experience. Run regular workshops to discuss current issues and create improvements.
• Quality assurance – keep up to date with process changes and procedures to avoid errors that may affect our patients; oversee quality assurance to ensure delivery against the SLA’s, working across departments where necessary. Escalate any safeguarding concerns immediately and without delay and take responsibility in reporting colleague errors to ensure everyone can learn from mistakes. Maintain thorough and accurate records of all patient data and prescription information, inclusive of notes being added on all platforms.
• Inbound calls –live monitoring on inbound calls including listening in on calls that have exceeded the expected duration to ensure the team are supported.
• Tickets – monitoring all inboxes and allocating tickets to staff; Ensuring that all tickets are within SLA.
• Resolution management– assist the team with live escalation/complaint resolution while they are in contact with the patient via phone, providing guidance and leading on formal complaints. Ensure due diligence is managed (complaint logs / incident reports).
• Prescriptions - liaising with the prescription team to ensure all doctors are within the SLA for receiving prescriptions.; review the volume of repeat requests received and allocate extra staff if required (due to increased volume and/or staffing issues); respond to the prescription team issues with doctors and stepping in to chase Doctors; monitoring audit outcomes and ensuring all outstanding prescriptions are chased/uploaded.
• Pabau – point of contact for any Pabau issues ie updating templates, treatment notes, permissions for team members, pulling/creating reports, assisting doctors with Pabau issues.

Leadership

Service improvements - Monitor the figures associated with each area to establish areas for improvement; Speak to all stakeholders and arrange workshops to understand the difficulties in each area; review possible improvements with patient experience in mind; Implement the improvement across any platforms required and monitor the results.

General assistance/guidance – point of contact for anyone who has an issue or needs guidance relating to the clinic. This can be from SLT, outbound team, DG pharmacy, DG admin, Doctor liaison team, clinical/medical teams.

In addition to the duties and responsibilities listed, the post holder is required to perform any other reasonable duties from time to time.

Qualifications & Experience

Degree or equivalent experience

Leadership or Management Quals

Clinical Qualification or Healthcare Management Experience.

RA or QA experience

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Salary: £35,000.00-£55,000.00 per year

Benefits:

• Additional leave
• Free parking
• Wellness programme
• Work from home

Schedule:

• Day shift
• Monday to Friday
• No weekends

Work Location: Remote

Application deadline: 17/03/2023