Job Description

Responsibilities:

• Ensure that the volumes, quality, and applicable service levels are delivered to agreed target levels
• Deliver team objectives and performance against targets through robust performance management methods
• Facilitate communications which support delivery
• Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery
• Work with Area Manager to drive continuous improvement and disseminate though team
• Investigate and resolve customer complaints and escalate serious complaints as required
• Communicate changes in assessment procedures and best practices (healthcare-based and administrative) to teams (with support of Team Performance Leader(s) Clinical Standards Lead(s) if required)
• Ensure Team Performance Leader(s) or Clinical Standards Lead(s) have in place appropriate healthcare-related mentorship and coaching to support delivery of quality targets
• Ensure Team Performance Leader(s) or Clinical Standards Lead(s) follow appropriate processes to escalate clinical questions and communicate resolution
• Support the continuous professional development of staff and encourage shared learning
• Responsible for effectively and proactively managing absences to minimise ad hoc and ongoing absence
• Other ad hoc duties as required

Required Knowledge, Skills, and Abilities

• Experience leading and developing teams • Experience of delivering challenging performance targets • Clinical experience helpful but not essential • Able to balance needs of the business and customer/client. Seeks feedback and reviews and refines approaches to anticipate and deliver better customer/client service • Delivers high quality work; manages and monitors the quality of work by team and takes action to ensure standards are met • Able to meet workload requirements and to manage, allocate and monitor team workload to meet output expectations • Able to build good working relationships and promote cooperation within and across departments/locations to deliver results • Able to communicate clearly; able to employ a variety of media to communicate effectively with, understand and influence a range of audiences • Able to champion direction set by senior management and inspire team to deliver results • Able to drive continuous improvement