Clinic Supervisor

Location: Bupa Clinic (Wimbledon) (SW20 0LW)

Full Time (Permanent) 40 hours a week

Salary: Competitive + Fantastic Benefits

We make health happen. In this role, you will support the Practice Manager to drive and improve the operational performance across the Dermatology service and ensure customers receive the highest standards of customer service and satisfaction.

How you’ll help us make health happen:

• You will take accountability for quality improvements and people management.
• You will drive a culture of continuous improvement by reviewing demand, understanding customer’s needs (adults and children) and deliver process improvements.

Duties & Responsibilities include:

• To drive and manage operational efficiencies across the service through effective utilisation and efficient scheduling of resources.
• Continually strive for profitable growth, driving innovation and keeping the customer at the centre of everything we do.
• Support the collection of the right management information and interpretation of the data using the expertise of the clinical team around you.
• To support in analysing failure demand, customer satisfaction results, complaints, and immediate feedback.
• Work towards understanding the root cause and put in place speedy remedial actions.
• To support the Practice Manager in supporting the Service Delivery Manager with new business and service lines developments.
• Ensure all incidents, concerns, complaints, and risks are managed in line with SLAs and Clinical Governance.

Quality:

• Ensure compliance by your team with all policies, procedures and protocols issued by The Dermatology Partnership.
• Ensure that clinical governance processes are in place as required by The Dermatology Partnership Governance policy.
• Ensure your team complies with internal and external standards and passes any internal and external inspections including the First Line Audits, ISO compliance audits.

Financial:

• Understand the service finances so you can support the Practice Manager to respond quickly to changes within the external environment which impact on the services profitability.
• Measure financial performance and understand any variation.
• Take ownership on capacity management and come up with innovative solutions to maximise capacity and seek opportunities for getting increased revenue into the service.

People:

• Directly manages and influences operational to ensure roles are staffed appropriately and in line with Bupa values.
• Develop clear communication strategies to ensure your team is up to date with all business updates and changes in conjunction with the Practice Manager.
• Be the role model for appropriate management and leadership practices and ensure all your direct reports understand their role and responsibilities.

Key Skills / Qualifications & Experience:

• Excellent interpersonal skills and the ability to communicate with employees, colleagues, and customers.
• Strong experience of leading teams and people management including evidence of the ability to engage and motivate people.
• Previous experience in a customer service environment and understanding of drivers of customer service excellence.
• Experience of the health and care and/or wellbeing industry.
• Good track record of driving business performance and delivering business results.
• Organisation and time management skills.
• Good presentation skills.
• Ability to interpret a wide range of data, assessing the relevant messages to deliver to the customer, tailoring these based on individual requirements.
• Strong empathy & communication skills – listen to the key messages, seek to understand the colleague’s and customers perspective.
• Prioritisation skills – make decisions in order to effectively manage own time.
• IT proficiency including the use of Microsoft office systems.

Benefits:

• Payment of Professional Registration fees.
• 25 days annual leave and our flexible holiday scheme allows you to buy or sell up to 5 days each year in the flexible holiday window.
• Bupa health insurance as a benefit in kind.
• An enhanced pension plan and life insurance.
• Support with travel costs via a season ticket loan or cycle2work.
• Discounted access to online gym sessions through Gympass.
• Various family friendly benefits.
• Opportunity to participate in our annual awards ceremony.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.

We encourage all our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

Time Type: Full time

Job Area: Administration

Locations: Stratum Clinic Wimbledon