Job Description

About the role:

As an RBMC Team Leader at CHEC, you will be responsible for managing and supporting your designated team while working collaboratively with fellow leaders to oversee the wider RBMC function. You will ensure patients receive an excellent experience from the outset of their journey, with dignity, respect, and care at the forefront of all processes.

This role involves leading, mentoring, and developing team members, monitoring performance to meet service targets, and supporting the mobilisation of new services.

The role ensures that all patient calls are answered promptly, professionally, and in line with service standards, while also supporting efficient referral management and appointment booking processes. You will also work closely with RBMC Management and the Rota team to monitor clinic capacity, address demand issues, and ensure efficient patient bookings. The Team Lead acts as the first point of escalation for complex queries, provides coaching and training to team members, and contributes to the continuous improvement of patient access services.

We are looking for someone who can:

Ensure patients and their care are put at the foremost of what we do. Ensure all patients are treated with dignity, respect and care. That they are listened to, and their individual needs are met be that physical or psychological. Lead and supervise a team of telephone booking patient coordinators, ensuring consistent delivery of a high-quality service. Monitor call queues, waiting times, and performance against service-level agreements (SLAs) through floorwalking and reviewing daily reports to ensure targets are being met. Conduct weekly huddles, team briefings, and regular 1:1s to maintain communication and support staff wellbeing. To oversee the training and development of all team members new and existing; including coaching on soft skills, excellent customer service and providing constructive feedback and development plans if required. Guide, support, and mentor team members in their role Allocate tasks to each team member whilst providing an autonomous working environment for the team. Ensure patient calls are managed courteously, efficiently, and in line with RBMC protocols. Support referral processing and booking in accordance with clinical pathways, national targets, and trust policies. Monitor and review call quality, accuracy of information provided, and correct use of booking systems. Assist with rota management, ensuring adequate telephone cover throughout service hours for both internal team and remote bookings. Regularly attend team and other meetings as appropriate, contributing positively to discussions and debates and participating in shared decision making. Act as an escalation point for complex or sensitive patient enquiries, ensuring issues are resolved in a timely and compassionate manner. Promote a patient-centred approach in all interactions, maintaining professionalism and empathy.

What you'll bring to the role:

Previous experience in a team leader or supervisory role within an contact centre or customer service centre. Ability to manage, motivate, and develop a team to meet service targets. Experience in monitoring performance metrics and providing constructive feedback. Strong communication, problem-solving and decision-making skills in a fast-paced environment. Understanding of NHS policies, procedures, and confidentiality standards (e.g., GDPR). Ability to handle escalations and resolve complex patient or provider queries. Have a good understanding of data management, reporting, and analysis tools Strong computer literacy with the ability to quickly learn and adapt to new administrative software.
Job Type: Full-time

Pay: 28,000.00 per year

Work Location: In person