JOB DESCRIPTION. to support the Bupa Cromwell Hospital s Service Vision Every Patient is a VIP.

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1 JOB DESCRIPTION Post: Directorate: Reports to: Contact Centre Manager Contact Centre General Manager Support Services Role Summary: To lead the transformation and ongoing continuous improvement of Bupa Cromwell Hospital s organisation, processes and performance within the areas of:- Medical Reservations Patient Appointments to support the Bupa Cromwell Hospital s Service Vision Every Patient is a VIP. Role Responsibilities and Duties: Key Accountabilities Use Systems Thinking principles and experience to translate the Service Vision Every Patient is a VIP into a clear Vision for the BCH Contact Centre and create a Transformation programme to deliver this Vision. Direct and deliver the Service Transformation Plan. Develop an organisation that embraces Systems Thinking principles and embraces continuous improvement by improving work processes. To actively manage the Contact Centre, ensuring all Supervisors and staff have objectives aligned to the Company strategy and deliver performance to meet their objectives (using performance management techniques). To actively seek feedback from internal and external customers, referrers and stakeholders to ensure the Contact Centre is providing the right services in the ways that customers want. To identify additional services whose integration within the Contact Centre will improve the overall customer experience and develop a framework to facilitate the smooth integration of these services. Be responsible for providing resourcing forecasts based upon historical and current activity to ensure the maintenance of effective staffing levels. Page 1 of 6

2 Build flexibility into the Contact Centre so that it can respond tactically to any planned marketing initiatives. To plan and deliver the services required by BCH for the Contact Centre in the most cost effective and efficient manner. Be responsible for oversight of processes and systems to ensure they are reviewed at regular intervals and are fit for purpose. To communicate regularly with stakeholders throughout BCH reporting on performance and identifying development opportunities. To ensure effective communication with staff at all BCH sites/departments promoting a culture of excellent customer service in contacts with internal and external customers and to be a strong advocate of the service provided by the Contact Centre. To engage with senior stakeholders within BCH on the strategic development of the service. To be responsible for developing a culture of ongoing improvement with the Contact Centre and helping to implement this throughout BCH. To be responsible for creating project plans and implementing strategy whilst ensuring projects are completed on time. To keep up to date with developments in the wider marketplace to take advantage of any that would be of benefit to the Contact Centre. Preparation of and management of spend against the departmental budget. 6. Confidentiality and Disclosure of Information In the course of the normal work with the organisation you will come into possession of confidential information concerning patients, the Bupa Cromwell and its staff. This information should be treated confidentially and in accordance with the Bupa Cromwell Hospital s policy. 7. Health & Safety Comply with all Hospital policies in line with the Health and Safety at Work Act, (1974). Report all incidents/accidents immediately. Complete the required documentation form. 8. Data/Security The post holder is responsible for ensuring that he/she maintains the integrity and quality of both computerised and manual data Page 2 of 6

3 This job description is intended as a basic guide to the scope of the duties and responsibilities. It will be subject to regular review and amendment as necessary, and in line with the development of this post The tasks and responsibilities and the hours of duty may be subject to change to accommodate the changing needs of the Hospital and Department therefore this description is intended as a basic guideline. Health & Safety Work closely with the Health & Safety Advisor on all matters related to Health & Safety. Be aware of, and conversant with, the Health and Safety at Work Act and comply with the regulations set down to ensure safety to patients, visitors and colleagues. Record all accidents and untoward occurrences according to Hospital policy. Attend fire lectures and fire drills in accordance with the law and to be fully aware of the position of fire alarms, emergency equipment and exits. Attend all mandatory training as required. Infection Control Infection prevention and control is an essential aspect of patient care. All post holders have a personal obligation to act to reduce Healthcare Associated Infections (HCAIs). They must attend mandatory training in infection prevention and control and be compliant with all measures required by the Hospital to reduce HCAIs. Post holders must be familiar with the Hospital s Infection Control Policies, including those that apply to their duties, such as the Hand Hygiene Policy, the Uniform Policy and Personal Protective Clothing Policy. Post holders who have clinical responsibilities must incorporate into their clinical activities up-to-date evidence that supports safe infection control practices and procedures, for example the use of aseptic techniques and the safe disposal of sharps. Confidentiality and Disclosure of Information In the course of your normal work you will come into possession of confidential information concerning patients, the Cromwell and it staff. This information should be treated confidentially and in accordance with the Cromwell Hospital s policy and the Data Protection Act (1998) and European Union regulations. Data/Security The post holder is responsible for ensuring that he/she maintains the integrity and quality of both computerised and manual data. This job description is intended as a basic guide to the scope of the duties and responsibilities. It will be subject to regular review and amendment as necessary, and in line with the development of this new post. Page 3 of 6

4 Signed:.. Date:. (Post-holder) Signed:. Date:. Qualifications /Experience Candidates should be able to demonstrate: Experience delivering service transformation and identification and incorporation of new services within a contact centre environment using Systems Thinking principles Qualified to A level standard Management Qualification Experience of working in a revenue generating Contact Centre environment at a senior level.. Management of 30+ staff Budgetary management in excess of 1m Essential Skills / Competencies Core skills and competencies that the Contact Centre Manager should have: a systems thinking mindset and a proven ability to apply this through previous achievements proactive, tenacious and creative approach to problem solving ability to work on detail and identify discrepancies diligent and conscientious approach to carrying out work strong written and oral communication skills comfort around senior management well-developed customer service skills Proven experience of delivering customer services to a high standard and to tight deadlines Page 4 of 6

5 Utilisation of change management methodologies in organisations that have undergone major change programmes. Implementation of customer focused initiatives to deliver enhanced customer loyalty Experience of operating at a strategic level, providing strategic direction and delivering against challenging targets. Experience of performance management techniques Experience of implementing all levels of disciplinary and grievance procedures Experience of developing and delivering against key performance indicators (KPI s), Development of reward and recognition systems that embed and continually improve outcomes. An understanding of a variety of contact centre technologies e.g. resource forecasting, agent management tools, call recording, supervisor consoles, agent skills grouping, call prioritisation. An understanding of call centre metrics and reporting Experience of working in a highly pressurised environment Strong networking skills Commercially focused Strong relationship management experience Person Specification Characteristics that the candidate should have: a strong desire to make a difference in a challenging and rewarding environment the ability to combine a can-do mindset with an ability to ensure that structure and discipline is maintained focused and goal driven comfortable with ambiguous situations and the ability to make clear, pragmatic recommendations in the face of uncertainty confident and assertive manner, comfortable at all levels, asking sometimes unwelcome questions bright, outgoing personality with a mature, positive outlook ability to gain immediate credibility with Senior Management Team and Clinical Stakeholders ability to quickly gain an in-depth understanding of the Bupa Cromwell Hospital Page 5 of 6

6 hands-on approach with the ability to manage several tasks at once willingness to work outside of contractual hours on some occasions to complete tasks able to prioritise tasks and delegate where applicable Page 6 of 6