At a Glance
- Tasks: Lead real-time management of patient demand and ensure timely access to care.
- Company: Join InHealth, the UK's largest specialist provider of diagnostic and healthcare solutions.
- Benefits: Enjoy 27 days annual leave, private medical insurance, and fantastic learning opportunities.
- Other info: Be part of a people-focused organisation committed to high-quality patient experiences.
- Why this job: Make a real impact on 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 28000 - 32000 £ per year.
Make every patient interaction count. 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.
Responsibilities
- Lead the real-time management of patient demand across all contact channels.
- Ensure safe, timely access to care by aligning resources 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.
- Monitor real-time contact volumes, queues, wait times, and backlogs.
- Manage intraday resource allocation and staffing adjustments.
- Program agent activities such as breaks, admin, and training to maintain coverage.
- Respond to demand surges, service disruption, and unexpected pressure.
- Ensure clinically appropriate queue prioritisation.
- Lead contingency plans during incidents such as system outages.
- Provide clear, real-time updates to stakeholders and leaders.
- Capture and report intraday trends and performance insights.
- Feed 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.
Ideal Candidate Profile
- Love the energy of live operations and fast decision-making.
- Confident balancing competing priorities.
- Creative thinking 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.
Benefits
- Free parking.
- Subsidised restaurant and café.
- Free hot drinks.
- Opposite large retail park with a vast amount of food outlets.
- 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.
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 whom 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 in Rochdale employer: theforum.social - jobboard
InHealth is an exceptional employer located in Rochdale, offering a dynamic work environment where every team member plays a crucial role in enhancing patient care. With a strong focus on employee well-being, we provide generous benefits such as 27 days of annual leave, private medical insurance options, and extensive learning and development opportunities. Our culture promotes collaboration, integrity, and resilience, making it an ideal place for those passionate about making a meaningful impact in healthcare.
Contact Details:
theforum.social - jobboard Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Manager in Rochdale
✨Tip Number 1
Get to know the company inside out! Research InHealth, their values, and how they impact patient care. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your decision-making skills! Since the Real-Time Manager role is all about making quick, confident choices, try simulating scenarios where you have to balance competing priorities. This will prepare you for those tricky questions in interviews.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights into the company culture and the role. They might even share tips that could give you an edge during the hiring process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and contributing to patient access and safety.
We think you need these skills to ace Real Time Manager in Rochdale
Some tips for your application 🫡
Show Your Passion for Patient Care:When writing your application, let us see your genuine commitment to patient access and safety. Share experiences that highlight how you've made a difference in patient interactions or improved processes in previous roles.
Be Clear and Concise:We love a well-structured application! Make sure to keep your language clear and to the point. Use bullet points where necessary to make it easy for us to see your key skills and experiences at a glance.
Highlight Your Decision-Making Skills:As a Real-Time Manager, you'll need to make quick decisions under pressure. In your application, provide examples of situations where you’ve successfully navigated challenges and made impactful decisions, even with limited information.
Tailor Your Application:Make sure to tailor your application specifically for this role. Use keywords from the job description to demonstrate that you understand what we’re looking for and how your experience aligns with our needs. And remember, apply through our website!
How to prepare for a job interview at theforum.social - jobboard
✨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.
✨Showcase Your Decision-Making Skills
Prepare examples of how you've made quick, effective decisions in high-pressure situations. Highlight your ability to balance competing priorities and how you’ve successfully managed demand versus capacity in previous roles.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since the role involves liaising with various teams, demonstrating excellent communication skills during the interview will be crucial. Think about how you can convey complex information simply.
✨Demonstrate Your Passion for Patient Care
Express your commitment to patient access and safety. Share any experiences where you’ve gone above and beyond to ensure a positive patient experience, as this aligns perfectly with the values of the company.
