About The Role
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We have two full time Operational Auditor positions to offer (will also consider part time) - Secondment for 3 months only
Flexible with hours, will discuss further at interview stage.
Located in Ipswich – The ability to work some of audit hours from home would be available after a short period - 1 day must be worked in office per week and 10% of hours to worked as a HA on phone.
Key objectives of the role:
* Under the management of the Network Quality Assurance Lead to ensure consistent delivery of quality assurance audits across the Practice Plus Group Network in accordance with the NHS Pathway performance management framework.
* To work to develop coaching, written and verbal feedback skills and create greater consistency of quality assurance audits, improved feedback and increased productivity and learning.
* To ensure that the standard of audits are consistently maintained and completed in a timely manner to provide feedback to the network team of Health Advisors or the Contact Centre Operational Management team.
* Ensure that the expected productivity for completion of audits is achieved to the required standard.
* The knowledge and understanding of the audit tools/tracker to provide information and reports, if requested.
* To ensure that their Pathway licence is maintained by handling front line calls when required in line with Work-force planning’s requirements.
* To work with the Network Quality Assurance Lead to ensure trends are shared across the business, linking into Local and National QA, New starter and continual training for existing staff driving continuous Improvement and improving our quality and staff competence.
What you'll be doing
* Complete monthly audits to the standard required by the NHS Pathways Performance Management Framework.
* Participate in regular audit levelling sessions.
* Provide ‘compliant written and verbal audit’ feedback to Health Advisors in a constructive and informative format, that enables their Team Manager to discuss in regular 1-2-1’s and coaching sessions.
* This includes ensuring all ‘non-compliant audit’ required feedback are either feedback directly or passed to the appropriate site Contact Centre Team Manager to ensure that feedback is completed in a timely manner.
* To ensure that completed audit tools provide the information required for feedback are clear and areas for development are identified.
* Provide evidence to support audit competencies marking when required and make recommendations for areas for improvement.
* Feed into required reporting – so that trends can be identified and learnings learnt.
* Be able to prioritise audits required.
* Ensure requested audits for SI’s, complaints and incidents are completed daily and be available to join conference calls to give feedback on audits and discuss actions if required.
* Ensure all mandatory LMS training is up to date.
What we’ll look for in you
* Minimum 6 months experience of working as a Health Advisor and meeting all individual key performance.
* High level of knowledge in handling of 111 patient calls.
* Call Centre Management experience.
* Strong people management, development and performance management skills.
* NHS Pathways Trainer accreditation.
* Coaching and Mentoring Experience.
* Ability to read, analyse, and interpret technical procedures.
o To analyse performance data.
o Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
o Understanding of call centre metrics and resource planning methods.
* Positive, flexible and enthusiastic approach to work and challenging situations.
If you'd like to learn more, please contact Nicola on nicola.green@practiceplusgroup.com
Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.
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