At a Glance
- Tasks: Lead real-time management of patient demand and ensure timely access to care.
- Company: Join Sandbrook House, a dynamic Patient Engagement Centre focused on patient access.
- Benefits: Enjoy 27 days leave, private medical insurance, and discounts on various services.
- Other info: Unique perks like free parking, subsidised meals, and a mobile rewards platform.
- Why this job: Make impactful decisions in a fast-paced environment that directly affects patient care.
- Qualifications: Experience in real-time management and strong decision-making skills required.
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
As our Real-Time Manager, you will be at the heart of operations, balancing demand, capacity, and patient need in real time.
You will
- 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
You bring
- 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
We would love to see
- 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
- What's in it for you
As well as the below amazing company benefits, we offer some unique benefits here at Sandbrook House, including:
- Free parking
- Subsidized restaurant and café
- Free hot drinks
- Opposite large retail park with a vast amount of food outlets
We offer a fantastic benefits package, which is available through a mobile-enabled rewards platform, called In Joy.
This is your place to access thousands of offers and discounts on a wide range of products and services relating to: fashion, travel, eating out, technology, leisure and more!
In addition to this, we also offer
- 27 days annual leave (plus bank holidays)
- Generous company contribution pension scheme
- Private medical insurance options
- Life assurance
- Fantastic learning and development opportunities
- 24/7 access to a dedicated well-being hub and an Employee Assistance Programme
- Enhanced parental leave
- Monthly award programme and online peer-to-peer recognition
- Long service recognition, with vouchers and additional annual leave
- Refer a friend bonus
- Discounts on In Health’s healthcare services Smart tech,
- Cycle to Work and thousands of discounts and cashback options
• Paid-for professional memberships and more!
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Real Time Manager employer: InHealth
At Sandbrook House, we pride ourselves on being an exceptional employer, offering a dynamic work environment where every team member plays a crucial role in enhancing patient access and safety. Our culture fosters collaboration and innovation, with ample opportunities for professional growth through comprehensive training and development programmes. Located near a large retail park, employees enjoy unique benefits such as free parking, subsidised meals, and access to a wide range of discounts, making it a rewarding place to build your career.
