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Resource Planning and Scheduling Manager

Published on 25 November 2021

Resource Planning and Scheduling Manager

Willington, South Derbyshire

Bionical Solutions are a UK and US based pharmaceutical and healthcare business based in Willington, South Derbyshire. At Bionical we pride ourselves on giving the very best care to our patients and clients. We’re super proud of our 95% satisfaction score for our nurse-led services!

But what do we actually do?
You could be working for a business that's utilising augmented reality to support patients in the community, providing nursing services that allow patients to live to their full potential and advising healthcare professionals to prescribe the best medication on the market. 
We are a growing healthcare business that has quadrupled our headcount since last year. We are passionate about delivering a world class service, with patients at the heart of everything we do.

At Bionical Solutions, we value having a diverse workforce and welcome applications from anyone able to demonstrate their suitability for the role. We recruit without regard to age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

Job Profile: Responsible for the efficient planning and scheduling of patient visits across the company’s Health Outcomes division, and for effective communication with patients using the Bionical Solutions Single Point of Access (“SPA”).        
Reporting to: Director of Resource Planning
Manages: 6 x Senior Patient Care Advisors and [xx] Patient Care Advisors
Number of roles: 1, full-time role (pending the absence of the Head of SPA)

Key Responsibilities: 

  • Leading and managing a team of Senior Patient Care Advisors and Patient Care Advisors who are accountable for providing a Single Point of Access Service (“SPA”) to the Health Outcomes business, including its patients, customers and staff.
  • Delivering the efficient and effective planning and scheduling of Health Outcomes’ field-based resource to ensure that the needs of Health Outcomes’ patients, customers and staff are met.
  • Delivering high levels of customer service and high-quality, engaging and effective communication with Health Outcomes’ patients, customers and staff.
  • Driving an understanding and passion for improving patient outcomes within the SPA Team.
  • Driving an understanding of, and compliance with, all contractual and regulatory requirements within the SPA Team.
  • Working closely with the Director of Resource Planning and the Clinical Senior Management Team, support the implementation and monitoring of a strategic plan to achieve the improved resourcing and scheduling of patient visits.
  • Ensuring the achievement of contractual key performance indicators for the SPA Team related to the planning and scheduling of patient visits and high levels of customer service (eg, call-handling), quality and compliance within the SPA.
  • Reporting on key metrics of the SPA Team designed to inform stakeholders, demonstrate and monitor performance, quality and compliance.
  • Providing the SPA Team with clear direction and coaching.  Set expectations and monitor the performance and quality of output of the Team and individual Team members.
  • Ensuring effective collaboration with the Operations Teams within Health Outcomes and Head Office Functions recognising the importance and value of Team work across the business in order to ensure timely service delivery and drive improved ways of working.
  • Driving continuous improvement and leading on the implementation of new business processes and the optimisation of existing technologies (such as H360 and 8x8) within the SPA.  
  • Inviting and acting upon feedback and views from all relevant stakeholders.
  • Motivating and inspiring the SPA Team to excel in their roles, supporting their progress and development. Displaying and promoting the company’s values, establishing a culture of professionalism, integrity inclusivity, transparency, compliance and continuous improvement.

The above-listed tasks are not exhaustive.  They provide a general indication of the tasks involved.  However, the nature of the business is such that roles are likely to expand and develop over time.  In addition, exposure to other roles and areas of the business is likely to be required in order for the post holder to gain experience of the business and to support the business where required.  All of the business’s employees must be flexible in their work, in order to meet business needs. 

Competency/skill requirement and personal attributes for role:

  • Exceptional hands-on resource planning and scheduling skills (essential)
  • Strong people management skills – ability to inspire, motivate and bring people with you (essential)
  • Experience of delivering high levels of internal and external customer service (essential)
  • Health industry and patient-scheduling experience (preferred)
  • Track record of meeting key performance indicators (essential)
  • Hands-on ability to identify and implement business process improvements (essential)
  • Emotional intelligence to successfully collaborate with a wide range of stakeholders (essential)
  • Strong technical knowledge of scheduling systems and related IT platforms (essential)
  • Excellent communication skills, verbal and written (essential)
  • Good problem-solving and decision-making skills (essential)
  • Ability to work under pressure and within time constraints (essential)
  • Commercial awareness (essential)
  • Compliance-focussed - ability to work well within a Quality Management Framework and in a regulated environment (preferred)
  • Pro-active, shows initiative (essential)
  • Attention to detail (essential)
  • Flexible, ability to adapt and thrive (essential)

To apply please email emily.shattock@bionical.com
 

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Author: Alison Conaghan

Categories: Jobs, Planning & Resourcing Jobs

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