Satellite Office Careers

Description

Duties and Responsibilities:

• Lead the day-to-day operations for a team of Messaging Patient Experience Specialists (MPES) ensuring successful outcomes for campaign
• Answering MPES questions, guiding them through difficult messages or issues, diffusing angry customers, or handling issues that cannot be fielded by a Messaging Patient Experience Specialist
• Hosting 1:1’s and effective team meetings.
• Providing purposeful coaching to MPES to improve performance
• Lead and engage the MPES team to build a strong positive culture within the team.
• Leading the interviewing and hiring process in collaboration with the Messaging lead.
• Liaise with the relevant SMEs in onboarding, training and coaching of both new and existing MPES
• Assisting other management team members in identifying issues/trends from patients.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Taking on other tasks or projects to support employees, other managers, and general operations if required
• Liaising with the Chat / Messaging Lead and Digital Support Optimisation teams to provide insights and feedback for messaging, MPES and patient experiences.
• Ensure that regular team performance is measured and reported
• Work with relevant stakeholders to remove any potential roadblocks for team members to ensure team effectiveness

People Leadership

• Build and lead a high-performing team by providing clear leadership, direction and support to
  employees, ensuring they have a clear understanding of their roles and responsibilities.
• Promote the empowerment and growth of staff by providing mentorship, coaching, and professional development opportunities to team members.
• Delegate responsibilities effectively and manage team performance to achieve individual and
  departmental goals.
• Ensure compliance with company policies and processes, taking timely and fair action in instances of unsatisfactory performance or conduct.
• Support and promote a working environment and services that are inclusive, accessible and celebrate diversity.
• Set team OKRs and KPIs in relation to patient/customer satisfaction, NPS, and monitor metrics to identify areas for improvement and optimisation.

Experience and Skills:

• Previous experience leading, managing and engaging teams in a support environment
• Previous experience in a high volume customer facing environment
• Ability to effectively utilise multiple software solutions
• Demonstrated success in leading through change, giving and receiving feedback.
• Strong stakeholder and process management skills.
• Ability to lead and motivate a team through coaching, mentoring and leading by example
• Excellent communication skills
• Pro-active, personable and highly motivated
• The ability to work autonomously and as part of a cohesive team
• Previous experience in coaching and training