Lead a high-performing Patient Liaison team, ensuring efficient workflows, quality calls, and appointment goals are met.
Job Description
Responsibilities:
* Team Leadership: Supervise and motivate a high-performing Patient Liaison team.
* Onboarding: Induct new employees into the team with maximum effectiveness in minimum time.
* Staffing Schedules: Prepare staffing schedules within normal working hours and outside of them.
* Hybrid Working: Manage and implement hybrid working arrangements.
* Team Updates: Ensure team members are updated with relevant information needed to carry out their role.
* Workflows: Organise workflows to ensure efficiency and achievement of appointment goals.
* Quality Monitoring: Monitor quality of calls and appointments, response times, and provide constructive feedback and coaching.
* Staff Management: Manage staff sickness and absence.
* Team Morale: Encourage positivity and achievement within the team.
* Triage Team: Be an active member of the triage team, taking calls and carrying out other team tasks as needed.
* Data Management: Upload data and ensure the team accurately maintains the Clinical Trial Management System.
* Correspondence: Assist with and ensure that all appointment letters and other correspondence is produced to a high standard.
* Liaison: Liaise with Medical Team regularly regarding inclusion/exclusion medications and medical conditions and transfer knowledge and updates.
* Portal Management: Assist with ensuring Join Dementia Research website and any third-party portals is maintained and any other associated tasks.
* Compliance: Ensure compliance with General Data Protection Regulation.
* Performance Management: Assist with performance management and attendance management and coach staff where required in accordance with HR policies in place and with the assistance of the HR Manager.
* Deputy Role: Deputise for the Patient Services Manager in their absence.