Appointment Centre Manager (Dublin)

Responsibilities

Take ownership for the day to day Management across the Contact Centre, through effective capacity planning, reporting and lead management.
Responsibility for daily & weekly rostering of all appointment centre staff
Develop & maintain effective lines of communication with Affidea centres and Clinical teams.
Co-Ordinate and manage communication to ensure that information flows freely between senior management and front line staff.
Daily and monthly review of performance KPIS’ to ensure that agent utilization and performance is maximised.
Developing, implementing and ensuring delivery of daily bookings targets
Responsible for the development and delivery of daily, weekly and monthly Operational Management Information.
Ensure adequate training programmes are in place and are delivered for new and existing staff. Takes responsibility for ensuring all staff are trained to the correct standard and are fully capable of working within the RIS
Ensure all staff are aware of, trained on and signed off on all company policies.
Manage direct reports performance and development
Manage the change process by taking the lead in delivering change to our customer facing areas by managing new processes, providing resources for testing systems and ensuring employees are trained to make change happen.
Ensure effective daily team management to maximise capacity within the Contact Centre.
Ensure Operating Processes and Procedures are complied with and kept up-to-date.
Ensure all processes have documented and accessible policies
Develop strong relationships with key stakeholders to drive performance and continuous improvement.
Ensure compliance with all clinical requirements
Any other tasks appropriate to the role and as directed by management
Work at all times towards the best interest of the company

Essential:

Excellent Communication Skills
Ability to take ownership and responsibility for managing operations throughout a busy contact centre
Ability to manage to completion patient complaints or issues on a day to day basis and in line with complaints policy timelines
Experience of leading a busy professional team
Track record in the mentoring and development of team members

Desirable:

3^rd level Management Qualification
Demonstrable experience of leading change programs.
Application Process:Please forward your C.V. to recruit.ireland@affidea.com

	The foundation upon which Affidea has been built is trust. Both doctors and patients know that we strive to provide the best standard of care, delivered by the best professionals with the most modern technologies. Patients trust and rely on doctors. Doctors trust and rely on us.
TRUST

	What’s Affidea’s secret to transforming the standards of healthcare service provision? Our people. Healthcare professionals that know what they are doing and care about what they do. They make us who we are today. And who we want to be tomorrow.
PEOPLE

	We implement the highest standards and procedures to ensure safety. Affidea is committed to becoming the first European diagnostic provider to shape a new paradigm in patient safety by introducing a company wide Dose Excellence Programme ensuring the right balance between dose and image quality.
SAFETY

	Affidea has an extensive network of international affiliations with the world’s top medical institutions to ensure that our doctors always have immediate access to the latest medical knowledge, clinical guidelines and medical procedures in all Affidea medical centres in order to ensure the highest quality diagnostics and cancer treatment.
NETWORK

	We know that hospitality is important. We care about how you feel and want to make each visit to an Affidea centre as comfortable as we can. An exceptional patient experience is ensured by delivering a personalised service in modern and comfortable service settings where you feel safe and confident that you are receiving the highest quality medical care.
COMFORT

	Technology has done more for health today than it has ever done and will do even more in the future. Affidea is committed to operating a best in class medical equipment base and maintain it’s long standing relations with major equipment producers to ensure our patients will always have access to the latest, most innovative and effective technology.
TECHNOLOGY

	We develop and exchange best practice. Patients deserve to know what we do, how we do it and why we do it. The continuous improvement of all Affidea care delivery processes is achieved by capitalising on the company’s extensive experience in 14 European countries and an organised effort to share best practice to improve patient safety and patient experience.
SHARING