Quality Monitoring Advisor

Job Description

Quality Monitoring Advisor

Location: Springfield Hospital Chelmsford or Woodthorpe Hospital Nottingham

Hours: 37.5 hours per week Full-time

Salary: Depending on experience Benefits

Summary:
Springfield Hospital opened in 1987 and is one of Essex leading private hospitals. It is a 68 bedded hospital all with en-suite facilities three of which are two bedded parent and child rooms and a high dependency unit with three beds. There are six operating theatres a physiotherapy department and on-site private GP services.

The Woodthorpe Hospital is a 42 bedded private hospital on 2 wards offering multi-speciality surgery for day cases and inpatients stay for both private and NHS patients. It is a very busy Hospital with patients seen by many different speciality consultants including Orthopaedics spinal gynaecology urology gastroenterology dermatology and ENT.

The role:

We currently have a great new opportunity for a Quality Monitoring Advisor to join our team at either our Springfield hospital in Chelmsford or Woodthorpe Hospital in Nottingham.

Duties will include:

• Audit enquiries end-to-end by listening to calls and checking the quality against a values-based criteria to identify training needs and feedback to improve customer experience.

• Produce reports/scorecards on individual advisors call quality to be distributed to team leaders. Using findings to influence improvements to training material.

• Analyse performance data and trends and support the translation of these into recommended operational actions

• Taking a proactive approach using real-time analytics you will be collating and interpreting data regarding Advisor Customer and Business-related activities to provide insight and analysis to key stakeholders through clear visual written and verbal communication.

• Identifying patterns and trends in data sets.

• Oversee the design and delivery of reports and insights that analyse business functions and key operational metrics

• Create and maintain a database with outcomes of quality scoring to allow for call quality analysis at a departmental level.

• Validating potential training needs within the department and reporting these trends to the Training and Development Co-Ordinator and Quality Assurance and Training Manager.

• Identifying root causes of errors that are received to establish patterns and areas of improvement for the contact centre.

• Highlighting any urgent findings from the QA process to the operational team to be amended and reported as necessary.

• Completing Ad-hoc audits to validate trends identified by internal and external stakeholders.

• Working with leadership team to influence continual improvements of processes within the department.

Skills and Attributes:

• Experience of call centre process

• Proven ability to analyse and present data and findings effectively to manage stakeholders

• Excellent knowledge of customer service and sales.

• Excellent written and verbal communication skills.

• Proficient with Microsoft Word Excel and PowerPoint (advanced excel skills are a plus)

• Fast learner able to understand new ideas and processes quickly.

• Flexible and adaptable with a proactive and innovative approach to the role.

• Ability to work at pace and adapt quickly to changing needs.

• Proven ability to work independently and manage own workload.

Benefits:

25 Days Leave Bank Holidays (pro-rata)

Buy & Sell Flexi Leave Options

Private Pension where Ramsay will match up to 5% after a qualifying period

Enhanced Competitive Parental Leave Policies

Private Medical Cover with option to add partner & dependants

Life Assurance (Death in Service) x3 base salary

Free Training and Development via the Ramsay Academy

Employee Assistance Programme

Cycle2Work scheme available in partnership with Halfords

The Blue Light Card Scheme

About Us

Ramsay Health Care UK is a well-established global hospital group with over 60 years experience. We are a global provider operating in 8 countries with 88000 staff who treat 8 million patients each year. It is well respected within the healthcare industry and is one of the leading providers of independent hospital services in England. We are well known for our strong long-standing relationship with the NHS.

We love people with a positive can do attitude who want to make a difference in their work. Our employees are Ramsay. The skills and commitment of our employees forms the basis for our success.

We care.

Its more than what we do its who we are. Everything we do is about striving to deliver the best care. And its a belief thats as true today as it was when we welcomed our first patients in 1964.

The Ramsay Way culture recognises that our people are our most important asset and this has been key to our ongoing success.

We are proud to support the UKs Armed Forces and Reservists and have already achieved the Silver Award as part of the MODs Armed Forces Covenant Employer Recognition Scheme. The scheme recognises employers who actively support Defence while encouraging other organisations to adopt the same behaviours in their workplace. As a company we are committed to supporting the wider Armed Forces community and this includes our staff as well as our patients.

We are committed to equality of opportunity for all. This position is subject to background and DBS checks.