Administrative Operations Lead (Secondment)

Job Description:

Administrative Operations Lead
Basinghall Clinic, London EC2V 5BQ .
Fixed Term until end of July
From £38,000 + Excellent benefits
Full time hours - 40 Hours Monday to Friday - Saturdays may be required

We make health happen.

Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each day.

Role Overview

As an Administrative Operations Lead, you will be responsible for the management of administrative operations within secondary care at Basinghall Clinic. The post holder will provide leadership and line management for the dedicated secondary care administration team. They will be an integral part of the leadership also supporting where the Clinic General Manager is offsite and contribute to support change and improvement processes.

You'll help us make health happen by :

• To lead the secondary care admin team ensuring an efficient and high-quality service to patients, Consultants and external referrers.
• Effectively contribute to the operational management of the clinic, ensuring environmental standards are maintained to a high standard and world class first impressions.
• Operational management of the patient administrative journey and associated administration services. To analyse customer and patient satisfaction results, complaints and immediate feedback. Work with the Centre General Manager and other peers towards understanding the root cause. Use insights from the Net Promoter System and patient feedback by any other means to continually drive improvements to the patient and customer experience across the service.
• To monitor the level and standard of work produced by the administration team , and guide, coach and advise them as appropriate.
• Provide reports using relevant systems such as BOSS and SECTRA PACS/RIS to the Centre General Manager in order to review and develop the service or any Business cases managed by the Operational Strategic Management.
• Be responsible for monitoring the administrative function performance including bookings, enquiry response and reporting turnarounds times.
• Ensure systems and processes are in place to capture relevant charges, working with the Centre General Manager and Clinical Heads of Department to map the applicable charges in clinic.
• Lead on the delivery of a world class working culture and drive engagement within the team through strong visible leadership.
• Be able to effectively liaise and communicate with Consultants, secretaries, GPs, users and referrers.

Key Skills / Qualifications needed for this role:

• Management experience - ideally in a healthcare setting
• People management experience
• Direct facing Patient/Client interaction
• Team player
• Excellent communication skills
• Excellent customer service skills
• Excellent attention to detail and organisational skills
• Assertive, articulate and polite.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Support with travel costs via a season ticket loan or cycle2work
• Various other benefits and online discounts
• Free onsite massages as a recognition for your hard work
• Opportunity to participate in our annual awards ceremony

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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