David Hodgson Email and Phone Number

Responsible for the real time performance management of a multi discipline team up to 100 staff at any one time. My responsibilities include managing staff performance, monitoring scheduled adherence to achieve business KPI’s, complaint resolution . Provide reports for senior managers and clinical leads to ensure performance levels are achieved. Handle, resolve and report on patient complaints in line with organisational procedures. Manage rosters and shrinkage to ensure capacity meets demand. Ensuring safe and appropriate patient care is at the core of the business..

Providing day to day operational management of the Health Information service. Line managing a team of 10-15 Health Information Advisors via call reviews, monthly 1-2-1 meetings and the analysis of performance figures and dealing with any performance, behavioral or attendance issues in line with national policies. Monitoring the national Health Information queue from the perspective of patient safety and allocating staffing resources to deal with demand for the service. Keeping my skills current by dealing with a minimum of 20 calls per month from members of the public requesting information on medicines and social care issues, gathering this information from approved resources to meet the caller’s needs and level of understanding.

Responsible for the direct line management of a team of Call Handlers. Monitoring each individual’s performance in terms of quality and efficiency. Addressing any performance, sickness of disciplinary issues in line with trust policies. Assisting the Shift Manager with the real time operational management of the call centre. Leading in the recruitment and training of new staff.

Managing the performance of a team of savings advisors. Ensuring that individual performance and retention targets were met. Monitoring call quality.

Dealing with customer enquiries regarding savings accounts and products via email and the telephone. Working towards monthly retention targets.