Call Handling Workstream Lead

Job Title: Call Handling Workstream Lead

Location: Head Office Oswestry

Salary: Depedent on Experience

Job Type: Full Time

Vacancy Details

Physiological Measurements Ltd are looking for the right kind of person, is that you? You need to be hardworking and prepared to join a great team that is at the core of a growing company. We require caring, compassionate people to join our ever expanding fast paced, busy team.

Main responsibilities of the Role:

  • Ensure that call handling targets are met within the work stream
  • Work with other Work Stream Leads within the Patient Management Centre to ensure resources are flexed to respond to peak/down times
  • Provide performance reports and call handling statistics to operational management team

Key duties include:

  • Real time monitoring of hunter group software taking reactive action when required
  • Reducing Abandoned Call Rate
  • Ensuring incoming calls answered within service KPI
  • Undertake telephony audits when required
  • Performing administrative functions associated with booking appointments and dealing with and resolving queries from patients
  • To provide non-clinical advice and information about clinic appointments, procedures and arrangements, for patients
  • To act as a first point of contact for all enquiries, sometimes of a highly confidential nature, screening/filtering enquiries, taking accurate and full messages as appropriate and referring within the office as necessary
  • To ensure that all telephone and personal enquiries are dealt with appropriately, in a confident way and with positive caring and customer focussed approach

We are looking for the right kind of person, is that you?

  • Minimum 2 years experience in call centre/booking centre essential
  • Demonstrate ability to independently supervise/monitor a small team or work flow
  • Experience of working within a Patient Management Centre is desirable
  • Experience of liaising with general public and customers over the telephone is essential.
  • Experience of speaking with persons of various social, cultural, economic and educational backgrounds
  • Excellent communication skills both orally and written.
  • Highly professional with a friendly and emphatic manner
  • Experience of dealing with clients/customers on the telephone
  • Experience of dealing with outbound and inbound telephone calls would be advantageous
  • Excellent time management abilities, and skill in performing repetitive work according to set procedures
  • High levels of accuracy
  • Good understanding of IT and the ability to learn new systems

We will provide all the training you need to be able to fulfil this role.

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Registered in England & Wales company number 05478605. Registered address The Old Malt House, Willow Street, Oswestry, Shropshire, SY11 1AJ
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