Operational Supervisor- Training & Quality. Remote working opportunity!

ABOUT MEDEFER

Medefer is an innovative CQC registered healthcare provider that aims to transform the way that healthcare is delivered by enabling healthcare systems to provide patients with the best healthcare experience - timely, efficient and effective.

Founded by Consultants and GPs working in the NHS, our culture is driven by a deeply held commitment to the NHS and delivering transformational change to the patient experience. We are a passionate, dedicated and patient-focused team striving to make healthcare fit for the 21st century. Our vision is to completely re-frame the way that healthcare is delivered, giving patients the right to choose who will provide their care at the point of a GP referral to a specialist.

Medefer’s technology platform delivers world-class leading safety, whilst delivering a unique approach in delivering a national service to patients, from referral, to treatment and discharge.

Role: Operational Supervisor- Training & Quality. Full Time.

Location: Remote

Salary: £30,600 per annum

Hours: 35 hours per week, working on a shift pattern, Monday to Friday between 8am and 6pm. We work on a rota basis between 8.00am and 4.00pm, 9.00am and 5.00pm and 10.00am and 6.00pm.

Role Overview: 

Join us in our mission to transform patient care and be part of a dynamic and innovative team. We pride ourselves on a supportive, collaborative and inclusive culture and you will have the opportunity to work alongside a team of intelligent, driven and compassionate people who care deeply about transforming the way healthcare is delivered.

Facilitating the delivery of outstanding care by being responsible for the training and quality assessment of the Patient Concierge team; ensuring the team provide exceptional service to our clients at all times. You are responsible for providing a high standard of professional and patient focused services across a range of specialities and modalities.

You will work closely with the Head of Patient Concierge and help to identify training needs, reviewing and revising current training material, as well as creating new training material where required. You will assist in a train the trainer approach and ensure performance metrics are regularly audited, and information cascaded. You will support new staff by delivering induction training guided by relevant training material and standard operating procedures and policies.

As an Operational Supervisor - Training & Quality you will: 

• Lead quality monitoring activities, ensuring ongoing and effective assessment of colleague performance against business needs, internal standards and regulatory requirements.
• Support the Patient Concierge Team to effectively manage patient queries; ensuring they strive to provide a one-call service where all relevant information is captured during the first call.
• Be a highly professional patient centred leader that ensures the smooth running of services from an administrative point of view and will be the first point of escalation for your team.
• Provide operational team support with training and quality, providing expertise, advice, and guidance from a broad knowledge base to improve services by anticipating needs, planning, and implementing change according to service delivery plans and objectives, ensuring the provision of operational resilience and efficiency.
• Work with the service improvement team to identify training needs, ensuring training needs analysis is regularly reviewed, development plans are implemented, and performance metrics are regularly audited, and information cascaded.
• Lead in the creation, maintenance and delivery of Service-specific training and documentation.
• Undertake training of new staff, including soft skills and operational processes and procedures at Medefer.
• Build a standard approach to patient care, ensuring all calls and enquiries are handled in a compassionate and efficient manner, embedding a quality focussed process with the team.
•  Support promoting a healthy team dynamic through assessment, compassion, learning, leading by example, supporting improvement, analysis of person and system related complexities and evaluation of management options.

About You: 

• This role would suit someone with experience of quality & training within a Contact Centre environment.
• Experience of working in a high-volume, fast-paced environment
• Have a reputation for delivering and enjoy working under pressure and within tight timescales.
• At least 1 years’ experience in a customer service facing role within a healthcare environment.
• At least 12 months’ experience delivering training to team members.
• Experience of undertaking quality assurance and people development within a contact centre environment

• Ability to deliver a consistent, responsive, and five-star stakeholder experience and be confident working with senior stakeholders.
• You inspire an open learning culture, never judgmental and always willing to learn personally and teach others.
• Professional manner, self-motivated, resilient, independent, and driven to improve how things work by proactively seeking out solutions to any challenges which arise.
• Ability to manage own workload and work as part of a team.
• Adaptability, flexibility, and ability to multitask.
• Desire to achieve and sustain high standards.

What we offer:

• Workplace pension scheme
• 28 days annual leave in addition to the normal bank holidays (pro-rated for part time hours)
• Private Healthcare Insurance
• Discount schemes
• Employee Assistance Programme
• Health and wellbeing scheme that provides free access to a confidential phoneline, GP and counselling services
• Career development and opportunities for progression and training.

Medefer fully complies with the Equality Act 2010. We are an equal opportunities employer, value diversity and welcome applications from candidates of all backgrounds. 

Medefer is dedicated to ensuring the safety and well-being of everyone who uses the company services or work within the organisation. In this role, you’ll help us to protect vulnerable people from harm and abuse. We require all team members to follow local safeguarding policies and complete necessary training to maintain a safe, respectful and proactive environment. Background checks are mandatory for successful candidates, and a commitment to safeguarding practices is essential.

Medefer contact details are provided for the specific purpose to support potential candidates and are not to be used to market services. The named individual has not consented to unsolicited marketing emails. ‘Direct marketing’ means the communication, by whatever means, of marketing material which is directed at individuals. Privacy and Electronic Communications Regulations (PECR) apply to unsolicited emails, for which the individual has not provided consent. Medefer takes the privacy of individuals very seriously and failure to abide by this notice will result in action taken.