Hospital2Home Lead Co-ordinator (Call/Contact Centre Junior Team Leader)

Job description

JOB DESCRIPTION:

We are currently recruiting for a Hospital2Home (H2H) Lead Co-ordinator to oversee the operational and service management needs of the assigned Abbott Nutrition customer contracts, to be based in Maidenhead. The H2H Lead Co-ordinator will ensure their section of the H2H department is operating to the highest service levels and standards.

MAIN ACCOUNTABILITIES

• Work with the Team Leaders to allocate daily workload across the co-ordinator team prioritising as required
• Managing the area to ensure all time-dependent SLAs are met
• Liaise with other Lead Co-ordinators to manage resources across the department and be flexible in supporting other areas
• Pro-actively find opportunities to add value to the contracts and ensure consistency in their areas
• Use H2H CRM system to generate reports and relevant data to support the performance of their section of H2H department
• Liaise with H2H management and Leadership team to ensure the H2H service is aligned to contractual requirements and help deliver an optimal service
• Contribute to the success of the dual site H2H team ensuring a seamless service across both sites
• Ongoing patient liaison, dealing with all escalations and acting as the first line of complaint/query resolution
• Answer incoming telephone calls taking timely and appropriate action, acting as overflow in the event that incoming calls are at a high volume
• Ensure backlog of contacts is kept to a minimum, completing patients contacts on a daily basis
• Placing orders accurately for feed, plastics and ancillaries as required
• Agreeing delivery dates with patients
• Updating patients' records, both paper and systems as required
• Taking action with GPs, pharmacists , patients and carers to ensure patients prescriptions are received on time
• Uplifting pumps and associated equipment as required at end of use, or at designated service intervals
• Assisting patients/carers with pump queries through troubleshooting
• Liaising with H2H Pharmacy Team and H2H Customer Service teams.
• Processing correspondence to patients, GPs and dietitians as required
• Participation in Saturday morning rota as required and according to business needs
• Participation in overnight, weekend and evening on-call,covering a minimum of three weekends and weekday evenings per calendar year. The number will vary depending on the needs of the business.

BACKGROUND/EDUCATION

• Strong organisational skills
• Demonstrate positivity and motivation to team when implementing change to team or task
• Competent use of MS Office (Word, Excel, Outlook and Powerpoint) and CRM system
• Ability to prioritise workload to balance tasks and responsibilities
• Flexible attitude
• Aptitude for management, incorporating team motivation, and ability to address service issues with professionalism
• Ability to share and distribute work tasks, using initiative and meeting set KPIs
• Strong interpersonal skills – with previous experience in dealing with different types of customers, both internal and external
• Ability to produce high quality work with particular attention to detail
• Ability to work in a very busy and varied environment - thinking ahead and prioritising

This is a relatively new and progressive role, within a fast-paced environment, so we are looking for candidates with leadership attributes, with prior experience of recommending improvements to current ways of working in a collaborative manner.

As you'd expect from a global healthcare company, we offer a broad range of benefits including competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme.

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