The Business Intelligence (BI) Control Team Manager will be responsible for the management and performance of the Business Intelligence control team, as a single point of access to patients, Trust service users, carers, and members of the public.
The post holder plays a key role in helping improve patient experience from a transport perspective and will resolve enquiries wherever possible to the satisfaction of the end user.
The BI Control Team Manager will provide expert contribution in relation to methods and approaches of gathering and responding to the reported experience of patients and carers, and their involvement in service development and delivery.
The post holder is responsible for managing a diverse team of staff across the various sites, paying particular attention to ensuring that all staff adheres to our Safety, Comfort and Care values always.
Responsibilities
They will be responsible for overseeing the:
* Managing all day-to-day aspects of the Switchboard, using initiative and discretion to forward plan and improve the quality and efficiency of the services and to escalate any disruptions to service to the Health Records Services Manager.
* Managing a team of controllers/call handlers ensuring staff have the necessary skills and technical abilities required to provide an excellent customer-focused service.
* Providing short notice Operator cover, as and when necessary to cater for staff absence, service demands, breaktime relief and bank holidays to cover any shift of the 24/7 service.
* Day-to-day management of the staff, including assisting with recruitment, welfare, sickness, and annual leave, and maintaining accurate records. Supporting the staff outside of working hours with any urgent queries or disruption to service and escalating where necessary.
* Providing training to new members of staff on the operation of the telephony system, and the protocols and procedures associated with running a large telecommunications system.
* Developing and delivering training to the Operators on new and emerging technologies.
* Delivering all PTS communication, ensuring that all patient transport services are provided to only patients that are eligible for the service in line with our contract requirements.
* Analysing and interpreting datasets, highlighting data driven results to senior managers, and emphasizing the significance of insights and findings to the relevant parties.
* Ensuring data accuracy for all data management for the department, including data cleansing, information storing, being a super user of the Transport booking system (Cleric), and managing/rolling out training of all Transport IT related infrastructure for the department.
* Supporting in designing and preparing training rollout plans for all staff.
* Selecting the most appropriate analytical techniques and applying these to large and complex datasets. Bringing excellent analytical skills grounded and appropriate to the service – Non-Emergency Patient Transport Service (NEPTS).
* Providing input on existing projects as needed, offering advice on methodologies on data and analysis.
* Conducting analysis to a high methodological standard.
* Providing advice to other team members about how methods can be applied and supporting the development of other team members.
* Ensuring a close working relationship with the other regional functions e.g., Finance, Strategy & Compliance, ensuring a joined-up approach across our various hospital sites teams.
* Working with other department teams and their staff, to ensure that all aspects of patient care/transport are aligned to support organisational values.
* Providing input to help control teams understand Transport peaks and trends and develop the planning guidance.
BEARS operate an independent ambulance service specialising in higher acuity patient transport (Paramedic, High Dependency, Mental Health, Critical Care and Emergency Retrieval/Response services) for various NHS Trusts in London and nationwide under contract. We are looking for resourceful and enthusiastic Trainee Ambulance Care Assistants to help us achieve our mission to transport patients with the highest standards of Safety, Comfort and Care. Please join us on our innovative and successful journey and be part of our aspirational growth plans.
* Company Pension Scheme
* Access to company gym
* Clearly defined progression paths with training and support
* E-car scheme (Salary sacrifice/subject to eligibility)
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