Abbott Hospital2Home Team Leader in Maidenhead, United Kingdom
We are currently recruiting for a Hospital2Home (H2H) Team Leader to oversee the operational and service management needs of the assigned Abbott Nutrition customer contracts, to be based in Maidenhead. The H2H Team Leader will ensure their section of the H2H department is operating to the highest service levels and standards.
Work with the Team Leaders to allocate daily workload across the co-ordinator team prioritising as required
Managing the area to ensure all time-dependent SLAs are met
Liaise with other Lead Co-ordinators to manage resources across the department and be flexible in supporting other areas
Pro-actively find opportunities to add value to the contracts and ensure consistency in their areas
Use H2H CRM system to generate reports and relevant data to support the performance of their section of H2H department
Liaise with H2H management and Leadership team to ensure the H2H service is aligned to contractual requirements and help deliver an optimal service
Contribute to the success of the dual site H2H team ensuring a seamless service across both sites
Ongoing patient liaison, dealing with all escalations and acting as the first line of complaint/query resolution
Answer incoming telephone calls taking timely and appropriate action, acting as overflow in the event that incoming calls are at a high volume
Ensure backlog of contacts is kept to a minimum, completing patients contacts on a daily basis
Placing orders accurately for feed, plastics and ancillaries as required
Agreeing delivery dates with patients
Updating patients’ records, both paper and systems as required
Taking action with GPs, pharmacists , patients and carers to ensure patients prescriptions are received on time
Uplifting pumps and associated equipment as required at end of use, or at designated service intervals
Assisting patients/carers with pump queries through troubleshooting
Liaising with H2H Pharmacy Team and H2H Customer Service teams.
Processing correspondence to patients, GPs and dietitians as required
Participation in Saturday morning rota as required and according to business needs
Participation in overnight, weekend and evening on-call,covering a minimum of three weekends and weekday evenings per calendar year. The number will vary depending on the needs of the business.
Strong organisational skills
Demonstrate positivity and motivation to team when implementing change to team or task
Competent use of MS Office (Word, Excel, Outlook and Powerpoint) and CRM system
Ability to prioritise workload to balance tasks and responsibilities
Aptitude for management, incorporating team motivation, and ability to address service issues with professionalism
Ability to share and distribute work tasks, using initiative and meeting set KPIs
Strong interpersonal skills – with previous experience in dealing with different types of customers, both internal and external
Ability to produce high quality work with particular attention to detail
Ability to work in a very busy and varied environment - thinking ahead and prioritising
This is a relatively new and progressive role, within a fast-paced environment, so we are looking for candidates with leadership attributes, with prior experience of recommending improvements to current ways of working in a collaborative manner.
As you’d expect from a global healthcare company, we offer a broad range of benefits including competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email email@example.com