Job summary
The Operations Support Lead role is fundamental in the daily running of the administrative team as well as ensuring that all written protocols, processes, and reference guides are kept up to date to promote efficiency and accuracy.
You will help manage a fun and friendly team who provide administrative support for the Audiology team by, among other tasks, answering calls, checking in people, responding to emails and assisting with medically related questionnaires. You will oversee the processing of incoming referrals, waiting lists, booking of appointments as well as communicating with patients, healthcare providers and other departments within the hospital on a daily basis.
We are recruiting for 1 FULL TIME POSITION working 4 days per week - >
This role requires some Saturday work - usually 1/6.
Salary : BAND 4 £25,147 (pro rata)
Interview Date: Wednesday 24th July 2024
Main duties of the job
- Overall, it is the responsibility of the Operations Support Lead to ensure that their team communicates effectively and responds in a timely manner to all incoming queries as well as internal requests.
- Assess the tasks and processes carried out by their team and improve them where necessary, promotingmaximum efficiency;
- Responsible for monitoring all the waiting lists as well as documenting and cascading new/updated protocols, processes, and reference guides to their team;
- Responsible for ensuring the smooth running of reception duties across the two sites and the call centre service
- This post requires the post holder to work on site at all times.
About us
Working as a social enterprise offers Chime staff, as owners, the unique opportunity to not only improve their own working environment but to also have significant input into how audiology services are delivered locally. We have the freedom to optimise use of our budget for our patients in a way that ensures the highest quality of service that has longevity in providing audiology services free at the point of delivery for patients of all ages into the future. Chime is passionate about delivering an efficient and innovative service to patients and look forward to expanding our team with audiologists and support staff who share this vision and our values.
We can offer:
1. A friendly and supportive team.
2. Membership of Perkbox offering a broad range of discounts
3. Free life insurance
4. NHS Pension
5. The opportunity to become part of our employee engagement group contributing to the development of the service
6. The chance to work with a vibrant team in the great location of Exeter
We would really appreciate applications from candidates in line with our company values:
C = Collaboration - working in true partnership to provide the optimal outcome
H = Holistic -caring about and understanding the implications of our interactions
I = Innovative -being open to new opportunities in meeting our purpose and vision
M = Motivated -passionate about bringing our best to every situation
E = Excellence -striving for the highest quality of service
Job description
Job responsibilities
- Line manage the operations support team;
- Create the environment for your team where you are the key point of contact and decision maker for all queries reducing workload for the operations support manager;
- Oversee the day to day workload of the operations support team, ensuring that priorities are identified and dealt with appropriately;
- Analyse and develop workflows of how patients enter and move though the system and to create ongoing efficiencies. Oversee all the waiting lists and be able to report on the current waiting times and issues at any time supporting the operations support manager to plan an efficient service;
- Responsible for updating all the operations support department documents - these can be protocols, reference guides, handbooks, policies, posters, handouts, etc;
- Improve the access to the service from the patient perspective (demonstrate a simplification of processes from the patients view);
- Manage your team to achieve a patient satisfaction score of > 95% positive in your area;
- When required be involved in the recruitment and selection of the administrative staff when required;
- Conduct appraisals (90 day reviews) and deal with the first stages of any performance manage issues as well as escalating concerns and seek guidance when necessary;
- Ensure measurable outcomes which demonstrate that the operations support team is meeting its purpose;
- Provide cover for the operations support administrators when required to ensure service continuity and support the operations support team in any office duty required as and when required;
- Communicate with patients with severe hearing difficulties using any method relevant to ensure effectivecommunication;
- Ensure that reception duties are carried out appropriately across 2 hospital sites;
- Monitor the types of requests, queries and complaints coming in from patients and analyse along with the operations support manager whether any changes to patient processes can help to minimise difficulties that patients are experiencing;
- Oversee the booking of all foreign and BSL interpreters when required for patients' appointments;
- Responsible for training of new patient support team members;
- To liaise on a regular basis with the scheduling team to ensure clinic needs are met in a timely matter;
- To contribute to a positive, collaborative and holistic working environment;
- Any other duties to commensurate with the grade as requested by the line manager, operations directors or managing director;
- This job description is not exhaustive and will in the first instance be reviewed, in conjunction with the post holder, after 6 months and thereafter on an annual basis to assess if job content is still consistent with department objectives;
- To be responsible for the health and safety of self and others (in accordance with Chime Health & Safety Policy).
Person Specification
Qualifications
Essential
7. - Experience in managing a large team;
8. - Adaptability to short notice changes;
9. - Experience of communicating with people from differing lifestyles;
10. - Experience in dealing with the public;
11. -The ability to remain calm in a busy environment;
12. - Excellent communication and interpersonal skills;
13. - A willingness to undertake further training as necessary;
14. - A good level of education to at least GCSE level (or equivalent).
Desirable
15. - Excellent database administration and typing skills;
16. - Experience in analysing data and completion of audits.