Job summary
BANK Out of Hours Supervisor - Band 4
£29,460 - £31,909 Inc HCAS per annum pro rata
Working overnight sessions 23:30-08:00, Evenings 18:30-23:30, Weekends 0700-16:00 and 16:00-23:30
The post holder will work closely with the Team Leader in the Urgent Community Response division working within the Care Coordination Centre (CCC) ensuring that effective administration support is provided to GPs, nursing services and Bromley Borough residents out of hours. The post holder will also work closely with drivers and the other Team Coordinators working within the CCC.Using data will be key and the successful candidate/s will need to ensure that information is accurately recorded on our patient record system, supporting Bromley Healthcare to achieve its service specific KPIs. Having good communication skills and a proactive and positive attitude will be key to success within this role.
We are looking for bank supervisors who can cover a variety of shifts but predominately overnight shift which is 11.30pm - 8.00am Monday to Sunday. Evening shifts Monday and Friday 1830-2330 and weekend shift 0700-1600 1600-2330. As well as public holidays 0800-1300. 1300-1830.
Proposed Interview week commencing 8th July 2024
Main duties of the job
- Responding to calls and enquiries from patients, doctors, 111 and other healthcare professionals
- Adding referrals to the system, ensuring all visits are completed and referrals are prioritised
- Working alongside the OOH doctor and driver to review competing priorities and to ensure the doctor is at the right visit at the right time
- Escalating any concerns through the correct pathways and using the datix incident reporting system to document any incidents
- Working collaboratively with other Bromley Healthcare health care professionals to ensure that highest standards of care are delivered OOH to patients in the borough of Bromley
About us
Bromley Healthcare is a community interest company providing a wide range of services including community nursing services such as district nursing, health visiting to specialist nurses, as well as therapy services for children, young people and adults.
Bromley Healthcare is a great place to work. The unique way we deliver services and offer everyone who works here a voice, means that your career with us will be rewarding. Social Enterprises are a fairly new and exciting way to deliver healthcare, offering many of the traditional advantages of the NHS (such as excellent training and development) with the freedom for innovation by being able to reinvest any surpluses we make into the community.
Salary is dependant on NHS experience and current banding/pay point, applicants from outside the NHS will receive the start point of the salary scale in line with NHS terms & conditions.
Excellent benefits package available including various pension schemes, discounted gym membership, cycle to work scheme, discounted electronics, access to EAP, high street discounts, Blue Light Card eligibility, opportunity to apply for low interest personal loans and an excellent lease car scheme and we are constantly looking to expand our staff benefits.
Job description
Job responsibilities
Management
To provide day to day management of the OOHs Team within UCR, including but not limited to:
- Supervising the drivers on shift, in line with Bromley Healthcares policies and its expectations of OOH Supervisors.
- Identifying any potential gaps in administrative support and attempting to rectify them using alternative resources where necessary.
- Effectively managing changes within the team and promoting a positive working approach.
Service Delivery
Responsibility for day to day service delivery, including but not limited to:
Call Management
- Managing, prioritising and delegating workload to the team on a daily basis to meet the competing demands of the clinical teams and service
- Responsibility for ensuring all telephone calls are answered and voicemails processed in line with standardised process
- Responsibility for ensuring standardised processes are followed on a daily basis
- Ensuring all recorded information is accurate, up to date and factual i.e. outcomes and activity codes are recorded in a timely manner on EMIS and Malinko.
- Ensuring adherence to information governance policy, including but not limited to the storage of patient information, and the safeguarding of patient information
- Responsible for effective administrative caseload management on a day to day basis.
- Ensuring a personal understanding of care pathways and points of access for Health Care Professionals.
- Acting as the first point for formal complaints, identifying the complaint, documenting on Radar and starting a preliminary investigation.
Service Development and Improvement
- Successfully embedding new processes with team members, following direction from the Team Leader.
- Reviewing day to day processes and identifying potential efficiency savings and escalating to Team Leader.
- Supporting the Team Leader with the creation and future development of SOPs.
Management Information and Reporting
- Responsibility for proactively trying to avoid and if unable to, highlighting any potential breaches in waiting times, DNAs and UTAs alongside other KPIs to the Team Leader.
- Responsibility for ensuring the completion of service specific administrative functions such as but not limited to monitoring of lab reports on EMIS, management of workflow manager errors, opening appointment books on EMIS and updating district nursing visit information on Malinko.
- Monitoring day to day service statistics to react as/when required in terms of allocating workload and changing tasks/priorities across the team.
Other
- Escalating any estates or equipment issues to the Team Leader and Head of Care Coordination for resolution.
Job description
Job responsibilities
Management
To provide day to day management of the OOHs Team within UCR, including but not limited to:
- Supervising the drivers on shift, in line with Bromley Healthcares policies and its expectations of OOH Supervisors.
- Identifying any potential gaps in administrative support and attempting to rectify them using alternative resources where necessary.
- Effectively managing changes within the team and promoting a positive working approach.
Service Delivery
Responsibility for day to day service delivery, including but not limited to:
Call Management
- Managing, prioritising and delegating workload to the team on a daily basis to meet the competing demands of the clinical teams and service
- Responsibility for ensuring all telephone calls are answered and voicemails processed in line with standardised process
- Responsibility for ensuring standardised processes are followed on a daily basis
- Ensuring all recorded information is accurate, up to date and factual i.e. outcomes and activity codes are recorded in a timely manner on EMIS and Malinko.
- Ensuring adherence to information governance policy, including but not limited to the storage of patient information, and the safeguarding of patient information
- Responsible for effective administrative caseload management on a day to day basis.
- Ensuring a personal understanding of care pathways and points of access for Health Care Professionals.
- Acting as the first point for formal complaints, identifying the complaint, documenting on Radar and starting a preliminary investigation.
Service Development and Improvement
- Successfully embedding new processes with team members, following direction from the Team Leader.
- Reviewing day to day processes and identifying potential efficiency savings and escalating to Team Leader.
- Supporting the Team Leader with the creation and future development of SOPs.
Management Information and Reporting
- Responsibility for proactively trying to avoid and if unable to, highlighting any potential breaches in waiting times, DNAs and UTAs alongside other KPIs to the Team Leader.
- Responsibility for ensuring the completion of service specific administrative functions such as but not limited to monitoring of lab reports on EMIS, management of workflow manager errors, opening appointment books on EMIS and updating district nursing visit information on Malinko.
- Monitoring day to day service statistics to react as/when required in terms of allocating workload and changing tasks/priorities across the team.
Other
- Escalating any estates or equipment issues to the Team Leader and Head of Care Coordination for resolution.
Person Specification
Qualifications
Essential
- GCSE (or equivalent) passes at Grade C or above
- NVQ4 or equivalent level experience in business administration
Experience
Essential
- Experience of working in a senior administrative role supporting a clinical service.
- Experience of working in a busy environment managing multiple priorities and deadlines
- Experience in a high volume call environment.
- Previous exposure to dealing with confidential information.
Desirable
- Experience of managing a team of 3 or more people.
Specific Skills
Essential
- Knowledge of current local care pathways and referral criteria to specialist teams.
- Ability to use own initiative and knowledge of when to escalate.
- Strong communication skills
- Well-honed planning and organisational skills with the ability to prioritise work.
Desirable
- Supervisory Skills with ability to manage performance and sickness absence.
Personal Qualities
Essential
- Works effectively and flexibly as part of a team to meet the needs of the services.
- Self-motivated, enthusiastic, approachable and accessible.
- Committed to improving services.
- Committed to hitting targets.
Information Technology
Essential
- Strong knowledge of MS Office.
- Experience of EMIS or equivalent clinical systems.
Desirable
- Experience of using Malinko.
Person Specification
Qualifications
Essential
- GCSE (or equivalent) passes at Grade C or above
- NVQ4 or equivalent level experience in business administration
Experience
Essential
- Experience of working in a senior administrative role supporting a clinical service.
- Experience of working in a busy environment managing multiple priorities and deadlines
- Experience in a high volume call environment.
- Previous exposure to dealing with confidential information.
Desirable
- Experience of managing a team of 3 or more people.
Specific Skills
Essential
- Knowledge of current local care pathways and referral criteria to specialist teams.
- Ability to use own initiative and knowledge of when to escalate.
- Strong communication skills
- Well-honed planning and organisational skills with the ability to prioritise work.
Desirable
- Supervisory Skills with ability to manage performance and sickness absence.
Personal Qualities
Essential
- Works effectively and flexibly as part of a team to meet the needs of the services.
- Self-motivated, enthusiastic, approachable and accessible.
- Committed to improving services.
- Committed to hitting targets.
Information Technology
Essential
- Strong knowledge of MS Office.
- Experience of EMIS or equivalent clinical systems.
Desirable
- Experience of using Malinko.
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.
