Assistant Patient Services Manager

Brief Job Summary

Support the achievement of SecuriCare’s business targets by leading the delivery of excellent customer service for SecuriCare (Medical) Ltd. You will deputise for the SecuriCare Patient Services Manager and manage the Twilight Patient Services Team. The Twilight Patient Services Team Leader will  report directly to you. In addition you will also cover for the Patient Services Team Leaders during periods of absence and annual leave (approximately 50% of your time).

You will be an energetic and enthusiastic customer service professional with leadership flair and ability to motivate and engage others. As well as experience within a patient services team you will be passionate, highly motivated and dynamic.  

You will have strong communication skills, both oral and written, together with excellent leadership, coaching and mentoring abilities.  You should be efficient, organized, adaptable and capable of working independently in carrying out your day-to-day duties and responsibilities.  You will create a positive and innovative atmosphere that motivates the team to seek opportunities and achieve results. You will behave in a professional manner at all times and you will build professional relationships with customers that will enhance the Company’s quality image.

MAIN DUTIES AND RESPONSIBILITIES

  • Provide excellent customer service in line with departmental standards, procedures and guidelines
  • Day to day running of the Twilight Shift through the management of the Team Leader. This will require a flexible approach to your working hours
  • To manage all assigned patient teams including but not limited to leadership, recruitment, induction, motivation, retention, resource planning, competency framework, reviews and absence and performance management through the Team Leaders
  • Cover for the day-time Team Leaders during periods of absence and annual leave
  • Deputise in the absence of the Patient Services Manager
  • Have full knowledge of all procedures & systems within the department and suggest improvements to processes and procedures
  • To provide reports as required by management
  • Support and effectively communicate company decisions
  • Engender a Continuous Improvement spirit within the Continuous Improvement    department which will encourage initiatives and support improvements
  • Perform any other tasks reasonably requested by the company as required

REQUIRED SKILLS 

  • Management and leadership skills with the ability to motivate and engage others
  • Passionate about customer service, highly motivated and dynamic
  • Previous experience with systems, databases and producing reports
  • Customer service background
  • Flexible and adaptable towards workload
  • Excellent communication, oral and written
  • Highly organised with the ability to work independently
  • Can demonstrate coaching and mentoring abilities
  • Strong influential and persuasive skills
  • Proactive with a ‘can do’ attitude and the ability to work under pressure

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