Operations Manager – Occupational Health
Location: Trigg House, Prestatyn
Full time 37.5 hours per week
Permanent
Salary: Competitive
We’re looking for a Specialist Bookings Manager within our Occupational Health team, based in our Prestatyn facility. As part of your role, you will be part of the wider Revenue Cycle Shared Service (RCSS) function.
Reporting directly into the Head of Contact Centre Operations within our Primary Care structure, you’ll play a pivotal role in managing the Bookings team based within our Occupational Health team within the Contact Centre, utilising your strategic leadership qualities with a hands-on approach.
What you’ll do:
* Monitor and manage daily operations of the contact centre, ensuring operational SLAs and KPIs are achieved.
* Oversee and maintain appropriate technology and systems to facilitate smooth and efficient appointment booking processes.
* Measure, monitor and manage individual contributions ensuring colleagues understand how the work they do impacts productivity, outcomes and quality.
* Lead, mentor, and develop a team of Advisors, fostering a positive and performance-driven culture.
* Drive team engagement and motivation, ensuring high levels of morale, productivity, and customer service, emphasizing team collaboration and support.
* Manage recruitment and training for a team of Advisors ensuring the availability of competent, knowledgeable and skilled people.
* Undertake performance reviews, attendance and disciplinary meetings, addressing any concerns or challenges with meaningful conversations.
* Identify and lead continuous improvement initiatives to enhance appointment booking processes, operational workflows, and patient experience.
* Drive change management initiatives, leading systems development and best practice working.
* Regularly audit and assess operational processes for adherence to work instructions and inefficiencies, managing and implementing any corrective actions.
* Implement and oversee quality control measures and reporting, such as identifying exception reporting data to monitor.
* Establish and maintain strong relationships with internal and external stakeholders.
What you’ll bring:
* Management or professional qualification in a related field.
* Extensive experience in managing a contact centre service team in a complex, dynamic, fast-paced environment.
* Expertise in managing relevant specialist service teams, fostering a performance-driven culture, colleague engagement and developing talent.
* Proven experience in developing and executing operational and tactical plans that align with departmental goals.
* Proven ability to lead, inspire, and develop high-performing teams, fostering a positive and engaged work environment.
* Exceptional decision-making, communication and problem-solving skills, especially under pressure.
* Ability to manage in a dynamic operational setting with multiple competing priorities.
* Capability to use data and analytics to understand and manage performance improvement and operational decision making.
Why HCA UK?
Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication, and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.
By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Specialist Bookings Manager, you’ll be eligible for:
* 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave.
* Private Healthcare Insurance for treatment at our leading hospitals.
* Private pension contribution which increases with length of service.
* Season Ticket Loan and Cycle to Work scheme.
* Group Life Assurance from day one.
* Critical illness cover.
* Enhanced Maternity and Paternity pay.
* Corporate staff discount for all facilities including Maternity packages at The Portland.
* Comprehensive range of flexible health, protection and lifestyle benefits to suit you.
* Discounts with over 800 major retailers.
Diversity and Inclusion
Patients first. Colleagues always. That’s the guiding philosophy behind our approach to Diversity, Equity, Inclusion and Belonging. We believe healthcare is built on a foundation of inclusion, compassion, and respect for our patients and for each other. By working together with our colleagues we’re creating a truly inclusive environment, where individual differences are celebrated, and everyone can achieve their potential.
We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. That’s why we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.
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