Job summary
The Call Handling Team Leader will provide team leadership to the CoMET/CenTre/ECMO call handlers. The team leader role will be based within the MCCTS hub based in Castle Donington and will be instrumental in the day-to-day operational running of the service.
The team leader will work within the multi-disciplinary team, overseeing the management of the call handling team and resources which handle the telephone calls for neonates, children and adults who require transfer to neonatal & paediatric intensive care as well as to our local ECMO centre. The will undertake management of the rosters and any staffing issues and be expected to provide report on a daily basis and contribute towards monthly commissioner reports and achievement of KPI. Development of action plans will be required where the services is not meeting service KPI's
Training all staff in the ADTEC telecoms system will also be an essential part of the role, maintaining staff training records and yearly mandatory training and appraisals
Main duties of the job
Manage the call handling team's roster, ensuring this rota is covered 24/7, and ensure that any gaps or difficulties are escalated to the Matrons or General Manager.
Monitor sickness/absence of the call handling team, in accordance with the Trust's sickness absence policy with escalation to the General Manager where appropriate.
Ensure the call handlers are aware of HR policies and relevant Trust policies.
Monitor and manage the annual leave for the call handling team, maintaining entry on the Health Roster.
Responsible for ensuring the effective function of the telecommunications system, liaising with Adtec Communications and the senior management team when issues arise.
Become a competent super-user of the Kinseed system, excel, Power BI and Health Roster.
Responsible for photocopying, preparing and distributing clinical papers, meeting papers or other information as required in relation to monthly transport team meeting and monthly commissioner meetings - maintaining confidentiality at all times.
Manage the call handlers' professional development - including mandatory training and educational courses.
Oversee the call handlers' individual roles and service improvement projects in relation to developing the call handling systems and integrating this into electronic patient records (EPR) that are being developed for all 3 services
About us
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals:
- high-quality care for all,
- being a great place to work,
- partnerships for impact, and
- research and education excellence
And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:
- we are compassionate,
- we are proud,
- we are inclusive, and
- we are one team
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
About the University Hospitals of Leicester NHS Trust:
http://www.leicestershospitals.nhs.uk/aboutus/work-for-us/current-vacancies/
Job description
Job responsibilities
Job Summary
The Call Handling Team Leader will provide team leadership to the CoMET/CenTre/ECMO call handlers. The team leader role will be based within the MCCTS hub based in Castle Donington and will be instrumental in the day-to-day operational running of the service.
The team leader will work within the multi-disciplinary team, overseeing the management of the call handling team and resources which handle the telephone calls for neonates, children and adults who require transfer to neonatal & paediatric intensive care as well as to our local ECMO centre. The will undertake management of the rosters and any staffing issues and be expected to provide report on a daily basis and contribute towards monthly commissioner reports and achievement of KPI. Development of action plans will be required where the services is not meeting service KPIs
Training all staff in the ADTEC telecoms system will also be an essential part of the role, maintaining staff training records and yearly mandatory training and appraisals
The call handling service delivers a key role in the smooth running of the transport services (CoMET, CenTre and ECMO) to ensure timely transfers of our most vulnerable patients.
The team leader will in addition work closely with the senior
Budget
The team leader will contribute to the management of the rota for the call handling team working within budget constraints.
Staff
The team leader will be responsible for the line management of the call handlers, ensuring that all aspects of performance, attendance, training and appraisal are addressed in accordance with Trust Policy.
Policy
The team leader will be responsible for developing implementing and updating the relevant Standard Operating Procedures (SOPs) and call algorithms.
Staff should be aware of all policy and procedures in relation to the services and those that apply to the safe delivery of transport service and specifically in relation to the provision of call handling services and business continuity plans as
these are critical to service delivery.
Ensure that self and team members act at all times to provide a personalised service to patients in accordance with agreed standards and promotes equality, diversity and rights.
Participate in transport service audits and the development and implementation of relevant action plans and implementation of changes as required.
Communication
The team leader will be responsible for implementing and developing SOPs and feedback mechanisms for the network
.Maintain a high standard of written and verbal communication in the line of duty
Takes direct lead in facilitating call conferences between referring and receiving teams
Ensure that self and all nursing staff promote a collaborative working relationship with members of the multidisciplinary team at all times
Ensure effective communications and support is provided to the call handling team at all times
Be a point of contact where service disruption is encoun
Job description
Job responsibilities
Job Summary
The Call Handling Team Leader will provide team leadership to the CoMET/CenTre/ECMO call handlers. The team leader role will be based within the MCCTS hub based in Castle Donington and will be instrumental in the day-to-day operational running of the service.
The team leader will work within the multi-disciplinary team, overseeing the management of the call handling team and resources which handle the telephone calls for neonates, children and adults who require transfer to neonatal & paediatric intensive care as well as to our local ECMO centre. The will undertake management of the rosters and any staffing issues and be expected to provide report on a daily basis and contribute towards monthly commissioner reports and achievement of KPI. Development of action plans will be required where the services is not meeting service KPIs
Training all staff in the ADTEC telecoms system will also be an essential part of the role, maintaining staff training records and yearly mandatory training and appraisals
The call handling service delivers a key role in the smooth running of the transport services (CoMET, CenTre and ECMO) to ensure timely transfers of our most vulnerable patients.
The team leader will in addition work closely with the senior
Budget
The team leader will contribute to the management of the rota for the call handling team working within budget constraints.
Staff
The team leader will be responsible for the line management of the call handlers, ensuring that all aspects of performance, attendance, training and appraisal are addressed in accordance with Trust Policy.
Policy
The team leader will be responsible for developing implementing and updating the relevant Standard Operating Procedures (SOPs) and call algorithms.
Staff should be aware of all policy and procedures in relation to the services and those that apply to the safe delivery of transport service and specifically in relation to the provision of call handling services and business continuity plans as
these are critical to service delivery.
Ensure that self and team members act at all times to provide a personalised service to patients in accordance with agreed standards and promotes equality, diversity and rights.
Participate in transport service audits and the development and implementation of relevant action plans and implementation of changes as required.
Communication
The team leader will be responsible for implementing and developing SOPs and feedback mechanisms for the network
.Maintain a high standard of written and verbal communication in the line of duty
Takes direct lead in facilitating call conferences between referring and receiving teams
Ensure that self and all nursing staff promote a collaborative working relationship with members of the multidisciplinary team at all times
Ensure effective communications and support is provided to the call handling team at all times
Be a point of contact where service disruption is encoun
Person Specification
Education and Training
Essential
- NVQ 4/5 or Diploma or equivalent experience
- Basic team leadership/supervision certificate or experience
- Understanding of medical terminology.
- Administration 2/RSA/OCR Stage II or equivalent
- Good working knowledge of and computer literate with knowledge and experience of using word, Microsoft outlook and excel.
Desirable
- RSA/OSR stage III
- Experience of using a Patient Administration System
- Experience of using Power BI
Experience
Essential
- Proven administration and secretarial skills experience
- Supervisory skills
- NHS experience
Desirable
- Previous experience in staff management or evidence of ability to deal effectively with people
Communication & Realtionship Skills
Essential
- Good standard of spoken and written English
- Good interpersonal skills
- Excellent verbal and written communication skills
- Ability to motivate others to achieve positive outcome
Skills
Essential
- Highly motivated and enthusiasm for developing the role.
Planning & Organisational Skills
Essential
- Ability to meet strict deadlines
- Good organisational skills
- Flexibility to cover the service and work
Equality, Diversity and Inclusion
Essential
- Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
- All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others
Person Specification
Education and Training
Essential
- NVQ 4/5 or Diploma or equivalent experience
- Basic team leadership/supervision certificate or experience
- Understanding of medical terminology.
- Administration 2/RSA/OCR Stage II or equivalent
- Good working knowledge of and computer literate with knowledge and experience of using word, Microsoft outlook and excel.
Desirable
- RSA/OSR stage III
- Experience of using a Patient Administration System
- Experience of using Power BI
Experience
Essential
- Proven administration and secretarial skills experience
- Supervisory skills
- NHS experience
Desirable
- Previous experience in staff management or evidence of ability to deal effectively with people
Communication & Realtionship Skills
Essential
- Good standard of spoken and written English
- Good interpersonal skills
- Excellent verbal and written communication skills
- Ability to motivate others to achieve positive outcome
Skills
Essential
- Highly motivated and enthusiasm for developing the role.
Planning & Organisational Skills
Essential
- Ability to meet strict deadlines
- Good organisational skills
- Flexibility to cover the service and work
Equality, Diversity and Inclusion
Essential
- Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
- All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
