Area: Grange Moor Head Office (WF4) postcode
Permanent – Working pattern – Monday to Friday 8-4pm, 9-5pm, 10-6pm on a rota basis
Why Prism Healthcare?
Prism Healthcare Group are a highly reputable healthcare company employing circa 600 colleagues, across various locations within the UK and Europe. We work with a variety of mobility equipment, including patient moving, handling, and bathing devices, committing to the ongoing safety and wellbeing of the people who use our equipment. Through our family of brands, we are best positioned to share our experience and expertise with every client and customer.
Role Description:
Working to business revenue generation targets monitored daily, including number of jobs attended, SLA adherence, engineer productivity
Daily management of your area of WIP – ensuring each job is followed up daily with notes and action. This includes faults, parts fit, servicing, held and quote required jobs
Future planning preventative maintenance work based on historic trends to keep customer compliant and in working order
Scheduling in day and future dated appointments for a team of service engineers, achieving maximum productivity for each engineer by analysing skills, location and KPI for each job
Recording engineer downtime in a labour availability document to be discussed daily, weekly, monthly with Regional Ops Manager.
Highlighting any issues to Regions Ops Manager to minimize downtime and maximize performance (e.g., engineer performance issues, skill set gaps etc.)
Accurate and consistent updating of system databases
Education and Experience
Educated to at least GCSE level, with 3 x A-C passes, 2 of which are in Maths and English.
Experience of working with field-based engineers
Experience of patient lifting, and handling equipment used in the medial healthcare industry
Personal Characteristics
Accurate data entry skills with keen eye for detail
Ability to reprioritise and follow customer SLA requirements
Ability to follow timelines of call history quickly and extract data whilst recognising and understanding previous visit history
Excellent communication skills both written and verbal
Methodical approach to workload and ability to follow instructions
Ability to multi-task and stay calm under pressure whilst targeting backlogs and work to lists
Team player who can work autonomously
Exceptional customer service and interpersonal skills
Problem solving skills with ability to introduce preventative actions
Proactive, results driven
Competent in Microsoft Office Applications (specifically Excel)
Flexible approach to work and working hours
Company Benefits
· Competitive Salary, paid monthly
· Ongoing training and development
· 25 days holiday, plus bank holidays
· Pension Scheme, matched contribution/salary sacrifice
· Medicash health Plan which allows you to claim towards health costs such as dental and optical as well as physiotherapy and chiropody
· Life Assurance Scheme
· Company Benefits Discount and Rewards Scheme which includes shop discounts, hotel discounts and days out
Role Description
Leading a team of invoicing staff to ensure strict business targets are met and accurate invoicing first time. Also ensuring the team are adhering to contract specific requirements and individual SLA`s are met. Ensuring the highest standard of customer service with both Internal and External customers. Providing daily updates to the business.
- Essential Duties
- Ensure team productivity to hit daily, weekly, monthly business targets, ensuring they adhere to agreed KPI’s & SLA’s
- Carry out daily meetings with the team to discuss stats and workload
- Provide daily statistical updates to the business including productivity and backlog
- Attend Internal Onboarding meetings to aid role out of new contracts
- Prep for and attend regular meetings to reduce the overall Work in Progress
- Carry out Quality checks on team members
- Carry out Team Monthly One to Ones
- Take ownership of escalated issues
- Effectively control team overtime budget
- Carry out Annual Appraisals
- Recruitment and training of new staff
- Disciplinary, performance & absence management of BillingTeam
- Problem solving skills
- One on One coaching of the team
- Ongoing development of the team
- Review Aged Debt and Attend regular meetings to review
- Personal Characteristics (Attitude)
- Ability to multi-task and remain calm under pressure
- Ability to identify areas of improvement and implement
- Ability to use own initiative and make considered decisions
- Ability to communicate at all levels
- Ability to flex own management style to support all team members
- Education & Experience (Knowledge & Skills)
- Educated to at least GCSE level, with 3 x A-C passes, 2 of which are in Maths and English.
- Previous experience in a team leader/management role
- Desirable
- Experience of working within a very busy invoicing team
- Experience of patient lifting and handling equipment used in the medial healthcare industry
- Essential
- Exceptional people-management skills
- Exceptional customer service skills with the ability to introduce preventative actions
- Excellent communication skills both written and verbal
- Excellent Organisational skills
- Exceptional motivational skills
- Proactive, results orientated and driven
- Competent in Microsoft Office applications (specifically EXCEL)
- Flexible approach to working hours
- Working within agreed KPI’s & SLA’s
- Excellent eye for detail
- Exceptional Problem Solving skills
