At a Glance
- Tasks: Lead real-time management of patient demand and ensure timely access to care.
- Company: InHealth, the UK's largest specialist provider of diagnostic and healthcare solutions.
- Benefits: Join a people-focused organisation with a commitment to patient care and satisfaction.
- Other info: Be part of a mission to support over 7 million patients by 2030.
- Why this job: Make impactful decisions that enhance patient safety and experience in a fast-paced environment.
- Qualifications: Experience in real-time management and strong decision-making skills under pressure.
The predicted salary is between 40000 - 50000 £ per year.
In our Patient Engagement Centre, we are the front door to care, and every interaction matters. We are looking for a Real-Time Manager who thrives in fast-paced environments and wants to play a vital role in shaping patient access. This is not just about watching dashboards. It is about making smart, real-time decisions that directly impact patient safety, experience, and care delivery. If you love turning live data into action, leading from the front, and keeping operations running smoothly when it matters most, this could be the role for you.
What you will be doing
- Lead the real-time management of patient demand across all contact channels
- Ensure safe, timely access to care by aligning resource with demand
- Guide and support a team of Real-Time Analysts, setting the pace for the day
- Make fast, confident decisions during peaks, incidents, and disruptions
- Work closely with operational and clinical teams to prioritise patient needs
- Drive intraday planning, staffing adjustments, and service level protection
- Act as the key escalation point for risks to patient access or safety
- Translate live performance into clear insights and future improvements
What you will be responsible for
- Monitoring real-time contact volumes, queues, wait times, and backlogs
- Managing intraday resource allocation and staffing adjustments
- Programming agent activities such as breaks, admin, and training to maintain coverage
- Responding to demand surges, service disruption, and unexpected pressure
- Ensuring clinically appropriate queue prioritisation
- Leading contingency plans during incidents such as system outages
- Providing clear, real-time updates to stakeholders and leaders
- Capturing and reporting intraday trends and performance insights
- Feeding real-time learning into workforce planning and forecasting
What we are looking for
- A calm, confident presence under pressure
- Strong decision-making skills, even with incomplete information
- A natural ability to inspire trust and lead others
- Excellent communication across operational, analytical, and clinical teams
- A proactive, solutions-focused mindset
- A genuine commitment to patient access and safety
You will thrive in this role if you
- Love the energy of live operations and fast decision-making
- Are confident balancing competing priorities
- Can think creatively when things do not go to plan
- Hold yourself and others to high standards
- Bring integrity, positivity, and resilience every day
Your experience
- Experience in a real-time or intraday management role within a contact centre
- A strong understanding of demand versus capacity management
- Experience using workforce management and telephony systems
- Ability to analyse live operational data using Excel or reporting tools
- Familiarity with KPIs such as service level, wait time, and abandonment
- Knowledge of patient access pathways, appointment booking, or referral processes
About us
InHealth is the UK’s largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 5 million people in their healthcare journeys, the majority of these are NHS patients and service users. As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues. Our mission is to provide high-quality services within local communities to over 7 million patients by 2030. We are committed to ensuring that patients receive a positive experience, maintaining a 97% patient satisfaction rate.
Real Time Manager employer: InHealth
InHealth is an exceptional employer, offering a dynamic work environment where every team member plays a crucial role in enhancing patient care. With a strong commitment to employee growth and development, we provide opportunities for continuous learning and advancement within the healthcare sector. Our collaborative culture, underpinned by our values of Trust, Passion, Care, and Fresh Thinking, ensures that you will thrive while making a meaningful impact on the lives of millions of patients across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Manager
✨Tip Number 1
Get to know the company inside out! Research InHealth and understand their mission, values, and the role they play in patient care. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your decision-making skills! Since this role is all about making quick, confident choices under pressure, try simulating real-time scenarios with friends or colleagues. This will help you feel more prepared when those tricky situations arise during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and might even lead to a referral, which can boost your chances of landing that interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and ready to make an impact in real-time management.
We think you need these skills to ace Real Time Manager
Some tips for your application 🫡
Show Your Passion for Patient Care:When writing your application, let your enthusiasm for patient access and safety shine through. We want to see how you connect with our mission and values, so share any relevant experiences that highlight your commitment to making a difference in healthcare.
Be Specific About Your Experience:Don’t just list your previous roles; dive into the details! Talk about your experience in real-time management or contact centres, and give examples of how you've successfully balanced demand and capacity. This helps us see how you can hit the ground running.
Highlight Your Decision-Making Skills:Since this role is all about making quick, confident decisions, make sure to include examples of when you've had to think on your feet. We love seeing candidates who can handle pressure and still deliver results, so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do and our team culture!
How to prepare for a job interview at InHealth
✨Know Your Numbers
Familiarise yourself with key performance indicators (KPIs) relevant to the role, such as service levels, wait times, and abandonment rates. Being able to discuss these metrics confidently will show that you understand the real-time management landscape and can make data-driven decisions.
✨Showcase Your Decision-Making Skills
Prepare examples from your past experiences where you had to make quick decisions under pressure. Highlight how you balanced competing priorities and what the outcomes were. This will demonstrate your ability to thrive in fast-paced environments, which is crucial for a Real-Time Manager.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since the role involves liaising with various teams, being able to communicate effectively across operational, analytical, and clinical teams is essential. Consider doing mock interviews to refine your communication style.
✨Emphasise Your Proactive Mindset
Be ready to discuss how you've approached challenges with a solutions-focused attitude in the past. Share specific instances where you identified potential issues before they escalated and took action to mitigate them. This will align well with the proactive nature of the role.
