Lea Vale Medical Group have a fantastic opportunity to join our team as a Call Centre Supervisor. We are a CQC outstanding-rated GP practice dedicated to delivering high-quality, patient-centred care. We foster a supportive team culture and encourage continuous learning and innovation.
You will support our dedicated call handling team and lead by example to ensure our patients receive the best possible service from the Practice.
You will ensure patients receive prompt, courteous, and efficient service by overseeing appointment bookings, handling complex queries, and supporting staff development. This role is suitable for someone with previous primary care management experience, or someone looking for their first step up in to a management role as we are very willing to train and develop someone with the appropriate passion and drive for this role.
If you are someone who likes a varied role and you are enthusiastic, caring and compassionate then apply now!
We can offer:
A comprehensive induction
Competitive Salary
NHS Pension
Support to guide your personal and professional development
Excellent training opportunities
Salary
Depending on experience Equivalent to Band 4 or 5 - AFC
Main duties of the job
Work in collaboration with senior staff to ensure workflow processes are safe and robust
Work with the Patient Services Manager to ensure all call centre rotas are covered throughout the week
Lead by example in the navigation centres depending on cover required
Be available to answer patient calls when required, especially during peak times or to provide cover in the absence of team members
The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the call centre supervisor to support staff in their development plans and to deliver on progression objectives
Patient appointments and advice (navigation)
Become the champion and knowledgeable expert of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided
Training staff on the above
First line patient communication
Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work
Admin process management
Work with the Patient Services Manager to ensure call centre staff are covering all aspects of navigation admin, including Klinik and tasks
Person Specification
Skills and Abilities
Essential
Passion for developing self and colleagues
Evidence of innovation in previous roles
Strong communication skills with evidence of multi-layer communication in the past
Multi-tasking
Organisation skills
Ability to exercise sound judgement when faced with conflicting pressures
Experience
Essential
Primary care experience
Line management experience
Involvement in patient or customer services
Teamworking environments
Desirable
Complaints management
Qualifications
Desirable
Degree level or equivalent
Please see NHS Jobs for Full and Person Specification
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
About us
We are a 10 partner practice located in Luton and Ampthill, across 4 sites, serving the needs of around 45,000 patients.
We are looking for staff who share the same teamworking ethics to join our team. The successful candidate will be joining an innovative and proactive practice.
We learn from the past but are always looking to the future. This is true for when we look for new staff as well, your skills and experience will be what make you suitable for this role but we are more interested in your ideas for the future. How you want to develop yourself and how that will improve our practice and the service we offer to our patients.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.
Job Types: Full-time, Part-time, Permanent
Pay: 24,159.24-27,705.61 per year
Expected hours: No more than 37.5 per week
Benefits:
Company pension
Cycle to work scheme
Employee discount
On-site parking
Work Location: In person