Patient Services Team Manager

We have an exciting opportunity for somebody to join Oviva as a Patient Services Team Manager. This is a permanent full-time position. 

Why Oviva?

To build a healthier future for all, our mission is to provide the most accessible and effective care to people living with weight-related conditions. Why? Because everyone deserves their healthiest self.

By blending behavioural change therapy with our unique technology, incredible team of passionate individuals, and innovative company culture, we are creating affordable and accessible app-based healthcare programs to tackle diet-related health conditions such as obesity and type 2 Diabetes. Our proven strategy has helped us become the award-winning and largest digital health provider, treating diet-related conditions in Europe. We operate within the healthcare systems to give people access to the medical care they need. We are rapidly expanding across Europe including the UK, Switzerland and Germany. You will be joining an organization that has treated 500.000 people to date and is continuing to scale up.

The role:

This role is a contributor to ensuring our Patient Services Team is set up for success in our Inbound and Admin team and/or Programme teams. 

• You will be an important member of the Patient Services Team and will manage a team of PPCs, Senior PPCs and Patient Support Specialists, ensuring they deliver a fantastic experience to our patients, whilst supporting them in their own development 

• You advocate for the Patient Services Team within the Clinical Services Function, and across the organisation 

• You will support projects to analyse data and identify areas for improvement and

• implement change within the Patient Support Services Team, including improving our 3CX, Freshdesk, NHS Mail, and OCS admin processes

• You will feedback learnings from the Patient Services Team to support the continuous improvement of our programmes and technology platform (the OCS) 

• You will work closely with the Clinical Services, Account Management and Finance & BI Teams to ensure our contract KPIs and payment milestones are met 

• Role scope: Partners with peers in different functions, contributes to cross functional projects/groups

• Role autonomy: Input on general direction from Manager, owns works streams and responsible for the delivery of direct reports

Key responsibilities & deliverables 

Role success includes meeting both: 

• NHS contract KPIs, including the targeted number of attenders 

• Internal business performance metrics including team satisfaction and retention as well as referral to billable percentages 

• Individual team KPIs, including patient facing utilisation metrics and quality assurance scores

You will: 

• Oversee the recruitment, onboarding and training of new team members, supported by our Talent Acquisition, People and Quality Team 

• Be accountable for the implementation of the Oviva quality assurance framework and assess the competency of your line reports in partnership with the Clinical Quality Manager

• Be accountable for teams performance against patient facing utilisation metrics, and performance management of team members where KPIs are not met

• Support appropriate implementation of our Clinical Governance and Safeguarding processes, including acting as duty manager to support patient and clinical services team members with safeguarding incidents when they arise

• Lead your team’s development and career progression as appropriate through regular 1-2-1s and quarterly performance check ins 

• Advocate for all of your team members and building a positive team culture, supporting us with our value of building, developing and retaining winning teams 

Key skills 

Essential: 

• At least 2 years line management experience

• A coaching skill set to support people to develop and achieve performance goals

• Adept at delivering feedback 

• Competent user of IT equipment and essential software (email, word processing, data input and analysis) 

• Excellent communication and interpersonal skills, with the ability to build rapport remotely

• Evidence of strong problem solving and leadership skills as well as excellent verbal and written communication skills

• Data and KPI driven - willing and able to use data to make decisions autonomously (upskilling themselves in interpreting data as needed) 

• Recognises areas for improvement and implements change in order to support us to achieve our mission 

• Experience handling complaints 

• Be able to prioritise when needed and work flexible hours to meet the needs of the service 

Desirable: 

• Experience of managing remote customer service teams in fast paced environments

• Experience interviewing and supporting new starters through induction and onboarding, for example as a buddy

• Experience of developing, implementing and managing projects 

• Previous experience of working in a healthcare environment 

• Understanding of Clinical Governance systems and processes 

• Experience using Rota & Scheduling IT systems

What we offer:

• The opportunity to make a meaningful impact in revolutionizing healthcare, across the UK and beyond in the high-growth environment

• A comprehensive well-being program; including Healthcare Plan & Employee Assistance Program

• We embrace flexibility & remote working

• Equipment allowance to support your home working set up

• Competitive Salary & company pension

• Enhanced Family leave

• Personal learning & training leave allowance to support your development

• You will have the opportunity to develop and attend clinical supervision sessions and training sessions in order to upskill and develop whilst in role.
  

  Please note that due to the popularity of this role, we will only be able to contact shortlisted candidates for the interview.
  

  Having a culture that people want to work in, is very important to us. We do this by keeping our values at the forefront of everything we do:
  

  We place our patients first, We empower our teams and we make it happen. 
  
  

  Oviva is passionate about creating an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. We are a truly inclusive place to work, where everyone can be themselves and everyone is welcome. We welcome and encourage applicants from all backgrounds and identities, including but not limited to race, ethnicity, gender, sexual orientation, age, ability, religion, and socioeconomic status. We actively seek out candidates who bring a unique perspective to help us build a stronger, more inclusive team.
  

  We're Proud to be a Disability Confident Employer
  
  

  Please click ‘Apply’ today and take your next step toward a career with Oviva.