Penrose Health is recruiting a manager for its patient triage contact centre, where patients first get in touch within an NHS GP practice setting. The post centres on leading the team, auditing calls and booking workflows, tracking KPIs and coaching staff so that patient queries are handled safely and efficiently. It is a leadership role focused on quality and performance, and no healthcare experience is required. The manager also works alongside clinical teams to resolve complex queries and complaints.
What the job involves
- Lead and motivate the contact centre team to deliver consistent, patient-focused service
- Monitor team and individual KPIs such as call handling times, abandonment rates, booking accuracy and patient satisfaction
- Audit calls and booking workflows for accuracy, compliance and quality
- Produce daily, weekly, monthly and quarterly performance reports
- Provide coaching and feedback to improve individual and team performance
- Train new starters and upskill existing staff on systems, processes and patient communication
- Resolve complex patient queries and complaints
- Support staff under pressure and troubleshoot issues with clinical teams and management
- Identify trends and implement workflow and service improvements
- Foster a positive, accountable culture
- Collaborate with clinical and operational teams
- Ensure compliance with NHS standards and safeguarding policies
Experience
- Contact or call centre operations experience
- KPI management experience
- Coaching experience
Skills & knowledge
- Customer service knowledge
- Conflict resolution
- Team management
- Quality of training
- Auditing and giving feedback
- Coaching staff
Other
- Communication skills
- Organisation
- Performance improvement techniques
- Calm, approachable and supportive manner
- Maintains professional boundaries
- Adaptable, reliable and with a problem-solving mindset
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Contact Details:
The Methodist Church in Britain Recruitment Team
