The project is to Transform my clients Patient Referral centre, the current service handles GP referrals for patients. Its heavily paper based with legacy process with a team of around 50 administrators. They have had all the current state processes documented and now need somebody that can work with the Stakeholders and the digital team to build a plan to transform to a modern multi-channel contact centre environment.
- Contact centre transformation (any sector) - Essential
- Process re-design (any sector) – Essential
- Experience with Digital contact centres (booking systems, Telephony, patient portals)
- Able to engage with the stakeholder and current team (This is not a Backoffice type role)
- NHS referral management – desired but secondary to above skills/experience
- Ideally candidate could move into a delivery role at the end of this phase but this is not essential.
Please do contact me directly for further information.
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