1. Session Management ? Reviewing the booking policy with the SDM on a regular basis ? Responsible for making decisions on appointments when an HP is sick/absent ? Continuous review of slots and either retracting empty slots or ensuring slots are filled where necessary, against booking policies ? Responsible for keeping cancellations to a minimum, contributing to the overall regional and Lot performance 2. Training/Inducting new Site Coordinators ? Train new site coordinators to the required standard and make them aware of their key roles and responsibilities ? Supporting SDM in making site coordinators aware of any new or changes to policies and processes ? Arranging/ordering equipment such as ID cards, refreshments and stationary 3. Covering SDM ? To act as the first point of contact when the service delivery manager is out of the business ? Attend daily/weekly calls in absence of service delivery manager and relay key information back to service delivery manager upon on their return 4. Acting as initial contact for any escalations at AC level, whether that be via a claimant or HP 5. Contribute positively to contractual TPL?s and waiting times. Also ensure that all internal KPI?s are met 6. Ensuring that each claimant receives a great experience, and that each HP is fully utilised in line with their expected capability, Qualifications & Experience Essential ? Strong Initiative and driven, with a pro-active nature, keen to learn, personable, flexible and not afraid to get stuck into a large amount of detail ? Highlighting areas of interest, concerns, future requirements, providing feedback to relevant stakeholders where necessary ? Strong communicator, with skills & experience of leading diverse/disperse teams. Being confident in communicating with peers and stakeholders ? Ability to analyse data and have strong organisational skills with a focus on quality and customer experience. Desirable ? Previous experience of working within the healthcare industry in administration/customer facing roles ? Competent IT skills including Microsoft packages. Individual Competencies ? Able to work well as part of a multidisciplinary team and build positive working relationships with both clinical and non-clinical colleagues. ? Excellent influencing, communication, and collaboration skills, with the ability to adapt communication to the audience and interact constructively with a range of audiences. ? Flexible and adaptable, able to understand, anticipate, and meet immediate and medium-term customer and client needs. ? Able to collaborate effectively with others to drive a performance culture and deliver productivity and quality standards agreed between the us and the DWP. ? Able to apply professional skills and manage own professional competence and accountability in accordance with the appropriate governing body Code of Conduct. ? Complies with all applicable continuous professional development requirement ? Able to ensure that professional practice standards and ?best practice? are maintained in all areas of work. ? A commitment to the principles and practices of diversity, equity, and inclusion. Travel Requirements - Travel may be required to Maximus sites within the North East region or within Lot 1. EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. Your?Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
