Phone Hub Team Lead

You will play a key role in team leadership, rota management, staff development and service improvement. As the first point of support for the Phone Hub team, you will help drive performance, coordinate resources, manage complex patient enquiries and contribute to the continuous improvement of our services.

appropriate.

To be responsible for your own

continuing self-development, undertaking training as appropriate.

To undertake other duties appropriate

to the grading of the post as required.

Must be able to work flexible hours.

Lead

Assist the Contact Centre Managers to

oversee the routine daily activities of all Phone hub staff and ensure

individuals are employed to best advantage

Supporting the team in delivery of

operational results

Assist the Contact Centre Managers to

monitor absence and approve leave requests for all members of the Phone hub

team

Responsible for preparing Phone hub

rotas for at least 6 weeks in advance

Arrange additional staff cover during

leave or sick leave periods to ensure that key staff functions are performed

Ensure that personnel are available to

provide sufficient provision for dealing with incoming and outgoing telephone

calls

Assist the Contact Centre Managers with

1:1s for all members of the Phone team

Assist the Contact Centre Managers with

reviewing training and learning needs for all members of the Phone hub team and

update the training matrix

Training

Assist to identify, through 1:1s and

observation, the training needs of Phone hub team members

Assist the Contact Centre Managers to

plan and execute staff training sessions as relevant to role, including one to

one training and group training

Update guidance as processes change

within the organisation and assist to provide training sessions to staff

Support and mentor PAs, both as individuals

and team members

Be available as the first point of

support for PAs

Report any concerns to the Contact

centre managers

Provide coaching and feedback

Appointments Management

Co-ordinate the cancellations of

clinics and rearranging of clinics

Patient and Stakeholder Liaison

Assist the Contact Centre Managers to

deal with patient queries that Phone hub staff have been unable to address

Ensure that online registrations are

processed in accordance with practice protocol and published guidance

Assist the Phone hub Mangers to ensure

that public areas, including waiting rooms and notice boards, are kept tidy and

up to date and that leaflet dispensers are kept stocked with relevant

information

Ensure the Groups suggestions and

complaints procedure is followed

Assist the Contact Centre Managers to

develop and maintain effective communications within the Phone hub team, the

Practice, the Group, the Patient Participation Group and with relevant outside

agencies

Buildings Management

Ensure repair and maintenance issues

are referred to the appropriate individual in a timely manner

Assist the Contact Centre Managers to

allocate staff to stock GP rooms and complete weekly checks of expiry dates for

all items within clinical rooms

Information Management and

Technology

Ensure computer and telephone system

faults are escalated to the IT lead

Assist the Contact Centre Managers to

maintain an up-to-date directory of services to promote care navigation and

signposting of services to patients

Organisation and Improvement

Assist the Contact Centre Managers to

identify process improvements and support them to implement change and drive

efficiency within the team

Use own initiative in highlighting gaps

in processes and implementing changes, where appropriate, to ensure a smooth

running of the Phone hub team

Quality

The postholder will strive to maintain quality

Within the practice, and will

Alert other team members to issues of quality

and risk

Assess own performance and take accountability

for own actions

Contribute to the effectiveness of the team

by reflecting on own and team activities and

making suggestions on ways to improve and enhance the teams performance

Effectively manage own time, workload, and

resources

Health

And Safety

Ensure all members of staff comply with the

Groups health and safety policy

Carry out risk assessments to comply with current

Health and Safety legislation

Ensure any health and safety concerns are

reported to the Operations Manager

To be aware of and adhere to applicable

practice rules, regulations, legislation and procedures, national legislation

(Health and Safety, COSHH, Data Protection).

Beacon Medical Group Practice is a single practice, Primary Care Network (PCN), providing care to 43,000 patients across Plympton and the South Hams. We are a team of Partners, Salaried GPs, Paramedics, Clinical Pharmacists, Pharmacy Technicians, , Practice and specialist Nurses, HCAs, Phlebotomists, First Contact Physios, Social Prescribers, Advanced Clinical Practitioners, Clinical Practitioners and Administrative support staff. Our mission is to give all our patients the right care, at the right time, in the right place. We are a forward thinking partnership always looking for opportunities to improve services for our patients. We have a good reputation for delivering good healthcare, leading at scale and innovating primary care services. This is a really exciting time to be joining us as we diversify our teams, our partnership and services.

If you join our team; you will receive support, opportunities to grow in your role, training, and work with colleagues who care about you.

The Groups Values

Experience

Skills