The Real Time Analyst is responsible for the overall real-time management of front end resource, as well as the escalation and movement of those resources based on an agreed escalation plan and a point of contact to call centres for operational / service delivery risks and issues.
To take an active role within the cross-disciplinary, multi-skilled team to ensure service quality in line with corporate goals and strategy and to assist in the development of new models for service delivery that have a positive impact on the health economy.
The Real Time Analyst will be a key member of the real time team and during periods of peak demand will be responsible for the real-time management of the network with the support of the Clinical Network Manager (CNM). Additionally, you will provide dynamic call centre management expertise and in combination with the CNM on shift will ensure that the most optimised performance delivery against all service levels and for all Practice Plus Group NHS 111 contracts 24/7.
Roles and Responsibilities
- Provide advice and guidance to network call centre sites as required.
- Working closely with the on duty CNM to maintain a safe service for our patients.
- Be a point of contact for all matters regarding the running of the network operation and operational resource during live service delivery.
- Be responsible for live, dynamic KPI monitoring such as KPI answered within 60 seconds, abandoned > 30 seconds and reacting as appropriate to the demand.
Skills & Experience
- Patient / customer and quality focused.
- Sound understanding of staffing roles and call centre functions.
- Ability to work effectively under pressure and support others.
- Good communication, organisational & administration skills.
- Experience of working with software packages such as Excel, Verint (Work Force Management), CMS Avaya and Adastra desirable.
- Ability to work collaboratively with people from different professional backgrounds.
Qualifications
Management / leadership
NHS 111 Pathways trained is an advantage
Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. We’re proud to be at the forefront of developing new and exciting ways to support the nation’s health too, helping patients to maximise their wellbeing and live life to the full.
When you’re part of the Practice Plus Group team, you don’t just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. We’ll help you be the best you can be.
We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance – so we always try to be flexible, helping you fit your working life around your home life.
If you'd like to learn more, please contact Valentin on Valentin.Baciu@practiceplusgroup.com
Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.
Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.