Practice Plus Group

Clinical Lead & Contact Centre Manager

This job is now closed

Job summary

Due to growth, we are now looking for a Clinical Lead & Contact Centre Manager for our sites in Devon. Occasional travel will be required and the successful candidate should be based in a commutable distance to Plymouth and Exeter. This a permanent full time role, working 37.5 hours per week including weekends and on call duties.

Responsible for safe, caring, responsive, effective and well-led operational and clinical delivery of the Practice Plus Group Integrated Urgent Care NHS 111 providing services 24/7/365. Ensuring that best value is incorporated into all areas of leadership and working practices through a well-trained and engaged leadership team.

Main duties of the job

We are looking for someone who has the following skills and experience:

RGN/ Paramedic Registered with NMC or HCPC
Registered CQC Manager for the Devon 111 service.
Up to date with revalidation
Current and relevant clinical practice

Experience of working in a fast paced clinical environment and leading other clinicians
Ability to read, analyse, and interpret technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardisation exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Understanding of call centre metrics and resource planning methods.
Experience of working with sophisticated IT and telephony supported applications, programming call flows and maintaining agent skill sets.
Experience in a senior nursing/ paramedic role and management experience.
Experience of identifying the need for change & effectively leading and implementing it
Experience of working collaboratively with other agencies & disciplines

About us

Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. Were proud to be at the forefront of developing new and exciting ways to support the nations health too, helping patients to maximise their wellbeing and live life to the full. When youre part of the Practice Plus Group team, you dont just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. Well help you be the best you can be. We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance so we always try to be flexible, helping you fit your working life around your home life. If you'd like a copy of the full job description then please email Hayley at hayley.applewhaite@practiceplusgroup.com Please note that offers of employment are subject to receipt of satisfactory references and a DBS check. Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.

Date posted

21 February 2024

Pay scheme

Other

Salary

£57,638 a year �57,638 per annum

Contract

Permanent

Working pattern

Full-time

Reference number

7671_1

Job locations

Stratus House

Emperor Way

Exeter

EX1 3QS

Job description

Job responsibilities

We are currently seeking aClinical Lead & Contact Centre Managerto join our team in Devon. This role involves overseeing our sites in the region, with occasional travel required. The ideal candidate should be based within a commutable distance to both Plymouth and Exeter.

This is apermanent full-time position, requiring 37.5 hours of work per week, including weekends and on-call duties.

Primary Objectives of the Role:

As aClinical Lead & Contact Centre Manager, you will oversee the delivery of contact centre performance and uphold quality standards aligned with national, commissioner, and organizational guidelines. Your key responsibilities include:

1.Patient Safety and CQC Compliance:Ensuring patient safety and adherence to Care Quality Commission (CQC) regulations.

2.Financial Management:Efficiently managing the contact centre within the annual financial plan.

3.Effective Leadership:Motivating and compassionately leading the team to achieve operational targets.

4.Attendance and Conduct:Managing attendance and conduct in accordance with company policies and standards.

5.Retention and Recruitment Strategies:Actively driving retention and recruitment strategies, collaborating with local input to maintain optimal staffing levels.

6.National Coordination:Coordinating the contact centre as part of the national call centre infrastructure, optimizing quality and cost-effectiveness on a national scale.

Your role plays a crucial part in ensuring seamless operations and excellent service delivery.

Key Responsibilities:

Operational Excellence: As the Clinical Lead & Contact Centre Manager, you will be responsible for ensuring safe, caring, responsive, and effective delivery of services. This includes managing the Practice Plus Group Integrated Urgent Care NHS 111 services, which operate 24/7/365 days a year.

Leadership:You will lead a well-trained and engaged team, emphasizing best practices and value-driven approaches across all aspects of our operations.

We are seeking an individual with the following qualifications and expertise:

Registered Nurse (RGN) or Paramedic:Registered with the Nursing and Midwifery Council (NMC) or the Health and Care Professions Council (HCPC).

Registered CQC Manager:Experience managing the Devon 111 service and familiarity with Care Quality Commission (CQC) regulations.

Revalidation:Up-to-date with revalidation requirements.

Clinical Practice:Current and relevant clinical experience.

Leadership Skills:Ability to thrive in a fast-paced clinical environment and lead other clinicians.

Analytical Skills:Proficiency in reading, analysing, and interpreting technical procedures and governmental regulations.

Effective Communication:Skill in writing reports, business correspondence, and procedure manuals, as well as presenting information to diverse audiences.

Problem-Solving:Ability to address practical challenges and navigate situations with limited standardization.

Interpretation:Capability to interpret written, oral, diagram, or schedule-based instructions.

Call Center Metrics:Understanding of call center metrics and resource planning methods.

IT Proficiency:Experience working with sophisticated IT and telephony applications, including programming call flows and maintaining agent skill sets.

Senior Role Experience:Background in senior nursing or paramedic roles, coupled with management expertise.

Change Leadership:Experience identifying the need for change and effectively implementing it.

Collaboration:Ability to work collaboratively with other agencies and disciplines.

If you possess these qualifications, we encourage you to apply for this rewarding opportunity!

Were proud to be at the forefront of developing new and exciting ways to support the nations health too, helping patients to maximise their wellbeing and live life to the full.

When you're part of the Practice Plus Group team, you don't just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go.

Well help you be the best you can be. We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance so we always try to be flexible, helping you fit your working life around your home life. If you'd like a copy of the full job description then please email Hayley at hayley.applewhaite@practiceplusgroup.comPlease note that offers of employment are subject to receipt of satisfactory references and a DBS check. Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.