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 impactful care.
- Benefits: Enjoy 27 days leave, private medical insurance, and discounts on various services.
- Other info: Great opportunities for personal and professional growth in a supportive workplace.
- Why this job: Make a real difference in patient care while thriving in a fast-paced environment.
- 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.
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
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
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
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
As well as the below amazing company benefits, we offer some unique benefits here at Sandbrook House, including:
- Free parking
- Subsidised 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 InJoy. 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 InHealth’s healthcare services
- Smart tech
- Cycle to Work and thousands of discounts and cashback options
- Paid-for professional memberships and more!
Making sure our people are happy at work is one of our main priorities, which means giving them as many opportunities as we can to support their personal and professional growth. We also have an innovative approach to personal and professional development, helping you to be the best version of you and giving you a real career pathway.
Real Time Manager employer: InHealthGroup
At Sandbrook House, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee well-being and professional growth. As a Real-Time Manager in our Patient Engagement Centre, you will enjoy unique benefits such as free parking, a subsidised restaurant, and access to a comprehensive rewards platform, all while playing a crucial role in enhancing patient care. With generous annual leave, a strong pension scheme, and continuous learning opportunities, we are committed to supporting your career journey in a fast-paced, rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Manager
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like InHealthGroup.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at InHealthGroup.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like InHealthGroup, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Real Time Manager
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at InHealthGroup.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at InHealthGroup.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to InHealthGroup. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at InHealthGroup. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at InHealthGroup
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research InHealthGroup’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
