Quality Assurance Lead

14 Jul 2021
11 Aug 2021
Contract Type
Full Time
About The Role

Key objectives of the role:

To lead and Manage the Quality Assurance team, to coordinate and ensure consistent delivery of quality assurance audits across the Practice Plus Group Network in accordance with the NHS Pathway performance management framework.
Coaching and development and create greater consistency of quality assurance audits , improved feedback and increased productivity and learning.
Build relationships with local leadership teams and through our National Quality Assurance Programme identify and work with the training team and local site leadership to create relevant timely training, support materials and coaching that improves with our quality of call handling, compliance, productivity, reducing errors and increasing staff competence.
Network Quality Assurance Lead to ensure that the standard of audits are consistently maintained and completed in a timely manner to provide feedback and development as required to our experience team both for Clinician Advisors & Health Advisors.
To manage the productivity of the clinical and operational quality assurance team
To complete and distribute all quality assurance reporting for the Practice Plus Group Network.Responsibilities:

Line Management and Leadership of the Clinical and Operational Quality Assurance Team.
Responsible and accountable for the co-ordination of the Network Quality Assurance Team to ensure monthly audits are completed as required by the NHS Pathways Performance Management Framework.
Ensure all audit records are updated and maintained, and that all members of the team are familiar with the audit tools, tracker, logs and files.
In co-ordination with the Network Contact Centre Trainer Coach identify trends and implement corrective measures.
Organise information for Commissioning Groups.
Responsible for the completion of requested audits for SI's, complaints and incidents and be available to join conference calls to give feedback on audits and discuss actions required.
Ensure the auditing of targeted calls for the monthly call review groups, if required, is completed.
To attend National QA Meetings to identify and discuss audit compliancy, trends and to inform of improvements which need to be made within the audit competencies, as well as competencies which are being completed to a high standard.
Prepare and provide monthly audit summaries for local site Quality Assurance meetings.
Attending monthly local site Quality Assurance meetings.
Responsible and accountable for the performance management of the Quality Assurance Team, 1-2-1's, PCR's etc.
Arrange and lead regular audit levelling sessions with the Quality Assurance Team to ensure audit standards are maintained.
Develop a reporting suite that helps identify improvements in audit productivity, competencies, individual/overall improvements in audit scores and ensuring that individuals are recognised for good performance.
Provide development of auditors where a need is identified.
Work closely with the Operational Management team to ensure relevant information is provided in accordance with the capability process, provide additional audits, assist with action plans, in conjunction with National Call Centre Trainer/Coach arrange and training required.
Work with local leadership teams to identify developmental needs of our Senior Health Advisors and create appropriate blended training to help achieve success in this role.
To review the current Quality Assurance requirements and continually develop the framework so that it meets NHS Pathway requirements but identifies and drives improvement in call handling and supports us to identify arising issues, areas for improvement and learning need requirements.
About The Candidate

We are looking for someone who has the following skills and experience:

Ability to read, analyse, and interpret technical procedures
Ability to analyse performance data.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Understanding of call centre metrics and resource planning methods.
Clinical/Call centre Management experience.
NHS Pathways Trainer accreditation
Minimum 6 months experience of working as a Clinical Advisor and meeting all individual key performance indicators
About The Company

Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. We're proud to be at the forefront of developing new and exciting ways to support the nation's health too, helping patients to maximise their wellbeing and live life to the full.

When you're part of the Practice Plus Group team, you don't just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. We'll help you be the best you can be.

We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance - so we always try to be flexible, helping you fit your working life around your home life.

If you'd like to learn more, please contact Hayley on (url removed)

Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.

Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer