Job Description

Job Summary:

Responsible for the supervision of a small, dedicated, fast paced inbound team, specialising in patient care. Ensuring all of the team fulfil their duties in line with the direction of the Weekend Office Manager, within a timely manner and to the required standard working with set SLA's.

Essential Duties and Responsibilities:

Subject Matter Expert on the forms of communication between patients (telephone, social media, live chat and email)

Supporting a team working alongside the Office Weekend Supervisor/Manager.

Handle escalated calls with an empathetic ear using proactive problem solving

Supervising the team, ensuring tasks are fulfilled in a timely manner and to the required standard

Oversight and communicating with patients to a high standard, whilst supporting them through queries relating to their current treatment.

Training of new and existing enquiries team members on their duties

A key measure for this role will be patient satisfaction and the accuracy of the advice given

Assisting the Weekend Office Manager in preparation of schedules, assigning tasks and monitoring workflow to maintain adequate coverage

Qualifications and Experience:

Competent and confident with computers but not limited to MS Office, Outlook, Word, and Excel.

Organisation skills and an ability to manage own workload whilst supporting their team.

Excellent telephone skills to handle calls with a variety of unknown subject matters, while maintaining a compassionate yet task-focused approach, even under pressure.

An ability to work on own initiative yet be a key part of a team.

Be a natural problem solver.

Positive outlook and an ability to work well under pressure.

Being flexible to go the extra mile when a patient is in need of more support.

Competencies:

Integrity Dependability Attention to detail Confident Team player Resilience Empathetic

Safeguarding Responsibilities:

ADHD360 is committed to safeguarding and promoting the welfare of children, young people, and adults. Safeguarding is everyone's responsibility, and all employees are required to act in such a way that always safeguards the health and wellbeing of children, young people, and adults that you may come into contact with during your work. To fulfil these duties, you will be required to participate and attend appropriate mandatory training to recognise the signs and symptoms of abuse and how to respond to these signs and symptoms. All employees are required to adhere to local and national safeguarding policies and guidance. All employees must also ensure that they understand and act in accordance with this clause. If you do not understand exactly how this relates to you personally, then you must ensure that you seek clarification from your line manager or refer to the company Safeguarding policy. Equally, all managers have a responsibility to ensure that their team understand their individual responsibilities regarding the safeguarding of children, young people and adults.

Job Types: Full-time, Permanent

Pay: 29,993.60 per year

Experience:

Supervising: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person