Remote Assessment Centre Manager

The Remote Assessment Manager is a Management position within CHDA Operations, reporting directly into the Performance Manager.

The Remote Assessment Manager is accountable for the delivery of volume, quality, and applicable service level performance targets of a team of Health Care Practitioners located remotely.

The Remote Assessment Manager is responsible for the Leadership and Management of the Health Care Practitioner Operations, including all customer assessments, administrative activities, customer service delivery and health & safety.

Performance and Continuous Improvement

Ensure that volumes, quality, and applicable service levels are delivered to agreed target levels. Deliver team objectives and performance against targets, through robust performance management methods. Work with the Performance Manager to drive continuous improvement and disseminate through the team.

Quality and Customer Service

Work collaboratively with the Clinical Standards Lead(s) to identify trends and seek effective solutions to mitigate any risks and/or quality concerns identified. Ensure the Team Performance Leader(s) and/or Clinical Standards Lead(s) follow appropriate processes to escalate all clinical questions and communicate resolution. Investigate and efficiently resolve any customer complaints and escalate serious complaints as necessary.

Remote Management and Service Delivery

Create a culture of direct, open communication by gaining ongoing colleague feedback to assess and evaluate the impact of remote based delivery; review trends and best practice; seek to remove barriers and ensure colleagues are engaged and have the right tools and resources to successfully achieve required key customer metrics. Ensure visibility and approachability in a remote management setting; establish and clearly communicate rules of remote engagement and set clear expectations of regular online meetings, reviews, and check-ins.

Professional Colleague Development

Promote and support the continuous professional development of colleagues and encourage shared learning. Ensure the Team Performance Leader(s) and/or Clinical Standards Lead(s) have appropriate healthcare-related mentorship and coaching in place to effectively support the delivery of quality targets. Clinical Remote Assessment Managers should retain and maintain approval for all areas they are trained in, and as and when required by the operation will be expected to carry out assessments and other clinical duties.

Administrative Management

Monitor high level administrative workflow to ensure administrative teams have all processes in place to enable successful assessment delivery. Work with local leadership teams to ensure that administrative processes are adequate and fit for purpose.

Communication

Effectively facilitate communications which support delivery. Communicate changes in both healthcare assessment and administrative procedures and best practice to colleagues (with the support of Team Performance Leader(s) and Clinical Standards Lead(s) if required.

Shaping Future Operational Models

To liaise with key stakeholders on shaping future approaches to delivering a remote operational model. Work closely with the Flexible Working Transformation Lead in outlining and evolving the optimum remote working approach for Managers and Teams, to include flexible working models.

• Experience of leading and developing teams;
• Experience of delivering challenging performance targets;
• Experience of managing a diverse and remote team;
• Clinical experience is beneficial (but not essential);
• Proven experience in influencing senior stakeholders and making key decisions;
• Strong team leadership skills;
• Effective communicator and influencer;

Individual Competencies

• Effectively use technology to be able to remotely lead and support colleagues;
• Able to balance both the needs of the business with needs of the customer. Seek feedback and refine approaches to anticipate and deliver better customer service;
• Deliver high quality work; manage and monitor the quality of work by the team and take action to ensure standards are met;
• Able to meet workload requirements and to manage, allocate and monitor team workload to meet output expectations;
• Able to build good working relationships and promote cooperation within and across departments/locations to deliver results;
• Ability to effectively and proactively manage colleague absence to minimise ad hoc and ongoing absences;
• Able to champion direction set by senior management and inspire team buy-in and delivery of results;
• Ability to build a community amongst a remote working team to ensure they feel connected with each other and the wider organisation.

EEO Statement

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

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