Do you believe that everyone makes a difference?
Do you have the passion and dedication to deliver excellent customer service?
If so, look no further, as this could be the job for you!
Key Responsibilities
As a dedicated Bank OOH Manager, you will be a part of an ever-changing work environment looking after our whole North and West region, which consists of Warwickshire, Worcestershire and Gloucestershire. This role will be based in Gloucester.
Our telephone triage services and out-of-hours services provide advice, information and treatment for NHS patients who become unwell during the out-of-hours period, when their own GP surgery is closed.
We are looking for someone that prides themselves on their organisation and willingness to help.
You will manage the operation of Practice Plus Group’s Co-ordinators, Co-ordinator Assistants and Operational Navigators within the region and ensure the highest quality of service delivery for Practice Plus Group patients, whilst maximising resource utilisation. To ensure the call centre & rota functions meet all relevant CQC standards and actively monitor and report on service performance and work with the Operations Manager to review any poor performance against KPIs.
You will be responsible for the efficient and accurate delivery of the Coordination and Navigation functions in the regions OOH service. You will have line management of Co-ordinators, Co-ordinator Assistants, Operational Navigators in conjunction with Practice Plus Group’s Human Resources team. This will include performance management, time-keeping, sickness/leave monitoring and advance adjustments to the rota where necessary. You will have weekly meeting with the Service Manager and Regional operations Manager to discuss current performance