Shift Coordinator

Job description

Job responsibilities

The shift coordinators will work as part of a team to ensure the smooth running of GP Care Wakefield clinics, acting as the link between the delivery team and the management team. The shift co-ordinators will have excellent communication and relationship-building skills and will be the first point of contact for the team on shift, escalating issues to the on-call manager, where needed.

Working with the reception team the shift coordinator will ensure effective utilisation of the service; by monitoring available clinical capacity and supporting any team members who are under pressure. The shift co-ordinator will also work closely with partners such as Local Care Direct (LCD), NHS (National Health Service) 111 and Mid Yorkshire Hospital Trust (MYHT) to provide patients in the district with a safe and high-quality urgent care service.

The shift coordinator will supervise the reception team on duty, support the induction of new workers and provide training when new processes are introduced. As a highly motivated individual the shift coordinator will have excellent organisational skills, be able to work under pressure and adapt quickly to ensure service continuity and responsiveness.

The shift coordinator will be required to work on a rota to ensure that there is adequate shift coordination during the service opening times. The shift coordinator will be supported by an on-call rota provided by the wider Conexus management team.

The post holder will be required to work flexibly and attend any of the sites where our services are provided from. The sites we currently deliver services from are Trinity Medical Centre, Wakefield; Elizabeth Court Surgery, Castleford; Kings Medical Centre, Normanton; Ossett Surgery, Ossett; Northgate Surgery, Pontefract; Church View Health Centre, South Kirkby.

Internal

Close working relationships with all members of the Conexus Healthcare team, the Chair of the Board, the Board of Directors and staff in our member practices & primary care networks.

External

Excellent working relationships required with Conexus Healthcare partners and shareholders.

The post will evolve as we develop our services but the postholder will be required to undertake the following duties:

Shift coordination and management support:

Provide a first point of contact for front line workers & external parties, dealing with and effectively responding to issues, enquiries, alerts & notifications.

Monitor and control service capacity

Cascading relevant information to appropriate team members in a timely way.

Provide on the day support and supervision for sessional reception staff who work in the service.

Support the induction of new receptionists.

Train receptionists on entry to service and on changes to processes.

Carry out/supervise receptionists completing clinical admin tasks.

Communicate sensitively and clearly with patients and the public

Ensure staff working in the services have access to the correct equipment, resources and materials to perform their consultations. Ensure that any issues with premises/equipment are resolved or escalated as appropriate.

Provide a robust handover to the on-call manager and service management team following a session on duty.

Ensure that incidents are reported and contribute to the investigation of incidents and complaints as appropriate.

Be familiar with and able to use the GPCW (GP Care Wakefield) Business Continuity Plan to address/manage issues

Ensure the environment the service is delivered from meets legislative requirements.

Administrative Duties:

Positively and pro-actively engage with administrative duties.

Manage clinical admin tasks & secretarial work involving the reception team in delivery where appropriate.

Support the clinical services team by collecting service quality and performance data

Plan and carry out activities to agreed timescales, respond to, and follow up actions as required by email, telephone, and to provide the necessary documentation.

General:

To carry out the duties and responsibilities of the post to the best of your ability and in accordance with organisational policies.

To maintain personal professional competency including appropriate development.

Promote and develop the culture of a learning organisation committed to high quality of care and continuous improvement.

Make a positive contribution to excellent communications across Conexus Healthcare, ensuring effective communication with staff, member practices and stakeholders.

Maintain and develop an environment and culture that improves health, safety and security of its staff, and its partners and to comply with all relevant national and local statutory and mandatory requirements including Health & Safety and Information Governance.

Demonstrate commitment to developing a culture that promotes equality and values diversity. To maintain appropriate security and confidentiality of information and data, both within Conexus Healthcare and all of its partners.

To ensure compliance with Conexus Healthcare corporate messages and approach at all times, particularly when liaising with external stakeholders and customers.

Other duties may be required to meet the responsibilities of the post and the requirements of the organisation.

The organisation also supports multiple events throughout the year, you may be required to attend these should they need on the day support.

Person Specification

Qualifications

Essential

• GCSE of A to C, equivalent to 4 or above including Maths, English and ICT or Functional Skills Level 2
• A good level of understanding for writing and speaking Business English
• Willingness to undertake training and learning programmes and apply these within the workplace

Other

Essential

• Hold a full UK driving licence with the relevant car insurance to cover travel for business purposes or have the ability to be independently mobile and travel across the Wakefield district.
• Able and willing to work evenings and weekends to cover service delivery.

Experience

Essential

• Experience of working in General Practice.
• Experience and competent in using SystmOne.
• Experience of working positively and productively with a range of professional colleagues within a relevant setting.

Desirable

• Experience of working in a General Practice Extended hours setting.
• Experience of supervising teams.

Knowledge, Skills & Abilities

Essential

• Good level of knowledge of clinical service delivery in a primary care setting.
• Knowledge of information governance standards around data security and confidentiality.
• Delivery focused and able to work at pace.
• Able to coordinate and schedule competing priorities for a range of staff and external parties.
• Has a strong commitment to team working and demonstrate excellent interpersonal team working skills.
• Pragmatic and intuitive approach to problem solving.
• Multitasker, able to follow instructions but also show initiative.
• Good communication skills written and verbal.
• Good IT skills with some knowledge of Microsoft programmes, Excel, Word and Outlook.

Desirable

• Knowledge of the Primary Care delivery landscape and how it sits within the wider Health Care system.
• Understanding of the regulations that Primary Care operates within including CQC requirements.

Personal Attributes

Essential

• Has a can-do attitude and enjoys developing solutions to problems or issues encountered in day-to-day work.
• Ability to work effectively both as a team member and independently
• Highly organised and methodical with a focus on detail and quality.
• Ability to manage multiple priorities under pressure, trouble-shoot, and to effectively balance meeting short- and long-term deadlines
• Recognises when the limits of own competence are exceeded and able to identify how and from whom to seek support.
• Has a can-do attitude and enjoys developing solutions to problems or issues encountered in day-to-day work.
• Ability to work effectively both as a team member and independently
• Highly organised and methodical with a focus on detail and quality.
• Ability to manage multiple priorities under pressure, trouble-shoot, and to effectively balance meeting short- and long-term deadlines
• Recognises when the limits of own competence are exceeded and able to identify how and from whom to seek support.
• Excellent time keeping.
• Polite and professionally focused even when under pressure.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Conexus Healthcare CIC

Address

Sandal Castle Medical Centre

Asdale Rd

Wakefield

West Yorkshire

WF2 7PJ

Employer's website

https://conexus-healthcare.org/ (Opens in a new tab)