What drew you to babblevoice?
I was initially drawn to babblevoice because I was interested to work with the NHS. My previous role in transformational change for a local council included working on their CQC (Care Quality Commission) project. I knew my skills would transfer well to the NHS and I like the way babblevoice is committed to delivering their telephony specifically for healthcare.
In addition, as a parent to two small children with some health issues, I am very familiar with my own GP surgery’s telephone line! I’m the first to pick up the phone when I need to seek help for one of the children. Knowing that I’m helping people get access to their surgery when they need it is very rewarding.
Tell us about a typical day in the installation team?
One of the best things about the job is its variety. I never quite know what to expect when I get to my desk! I work from home which is brilliant for me juggling my family commitments.
My first job of the day is to check the live tickets. This is where queries/requests/messages from our surgeries get logged. So I start by dealing with these as swiftly as possible. We’re a team of four, but we’re very fluid and work well supporting each other. We all have practices that we nominally ‘look after’ but we help each other out wherever we can.
I spend a lot of my day organising and scheduling a range of suppliers, such as cabling engineers, broadband installers and headset providers. We have some really great supplier partnerships, such as working with Magrathea, our go-to for Broadband.
I often think of my job a bit like a swan. I’m busily organising things behind the scenes ensuring the surgery gets the best new tech and quality of service, while ensuring they don’t experience all the frenetic activity! It’s so important to keep everything business as usual at the surgery so the practice team can focus on caring for their patients.
At 11am each day we break for our installation team meeting. This is all about the spreadsheets! We have several trackers on the go so we can see which engineer is where, what’s the status of each installation, and what’s coming up. We divide up the tasks between us and get the next 24hrs scheduled. We also try to spend a few mins catching up with each other. It’s helpful to be able to share experiences and give each other tips.
After a bit of lunch, I’m back to scheduling. We try to get any on-site work scheduled out of hours to minimise disruption to the surgery. That means arranging with someone to unlock and lock up the practice at the evening or weekends. I’m always careful to be led by the surgery with what works best for them. It’s all about getting the details right.
What’s the highlight of your day?
I do enjoy my post-installation calls with the practice managers. There’s always a big build up to installation day and often some nerves. It’s so rewarding to see people transformed from worried to excited at the new opportunities their babblevoice telephone provides. I love the “oh my goodness I can see my phone on my screen” moments. No more remembering extension numbers, no more reminder lists stuck on walls. Just a simple click to answer/transfer/phone/manage their calls.
The phone system is such a critical element of the workings of a GPs surgery – it’s great to have played a part in helping improve this for them.
What are you most looking forward to next?
I always look forward to meeting and talking to new people and being able to help them out. I like building trusted relationships. People really appreciate that I’m not a robot! I think it’s important as we grow as a company, that we keep this personal touch to everything we do.
I also really like learning and babblevoice are supportive with helping with this. There are a couple of courses I’ve seen on Udemy that I’d like to do, so I’m now figuring out which one to do first – which is a nice problem to have!
Expert project managers are critical to babblevoice’s success. If you’re interested in joining our friendly installation team, please contact us at info@babblevoice.com.
