Operational Shift Manager

Job description

Job responsibilities

MAIN RESPONSIBILITIES

Provide a first point of escalation for operational delivery and keep oversight across services, dealing with any issues as they arise during the worked shift and escalate to Director on Call if unable to resolve.

To operationally manage the operational staff across The OOH Service and Extended/Improved Access Services.

To support the Operations Managers with staff appraisals and 1:1s.

To operationally support patients to move smoothly across Taurus and local services by facilitating appointments and appropriate access to clinical care.

To ensure any resource levels or staffing issues due to unplanned absence or sickness are dealt with in a timely manner and escalated to Operational Manager or Director on Call if unable to resolve. Operational Shift Managers will need to contact staff directly to fill unplanned vacant shifts as they arise and will liaise with Operational Managers if unable to resolve within their working hours.

Responsible for the safe and effective use of equipment and other resources, ensuring equipment is maintained and in good working order, dealing with escalations and reporting any concerns or detected faults.

Trouble shooting IT problems within capability and escalating concerns.

Assisting clinical staff where appropriate with queries.

Ensure that consumables and stocks are in robust supply, in date and with minimal waste.

To utilise available staff correctly during staff shortages or peaks in demand

To manage and allocate breaks for Operational staff

To oversee and ensure the drivers and overnight nurses are available for their rostered shifts, supporting the Clinical Systems Dispatcher in ensuring those staff groups can carry out their role effectively, answering any queries they may have and giving appropriate support.

To provide job role training and support to Drivers and Receptionists as and when required on shift.

To oversee patient flow and work with the Clinical Systems Dispatcher to ensure patient breeches are recorded and liaise with system partners to ensure patients are seen in a timely manner by the appropriate clinician and meet our Key Performance Indicators (KPIs) from an operational perspective.

Escalate allocation and coordination issues rising from clinicians. If urgent to Operations Manager or Director on Call and non-urgent through routine shift reporting.

To provide a shift handover that includes any breaches of KPIs and any issues that have arisen.

To accurately report shift activity indicating key issues and priority actions.

To report incidents on DATIX.

To be responsible for ensuring patients in the waiting area are observed. If timed delays are incurred to communicate the delay to patients. To identify any deterioration in the patients health for escalation to a clinician.

To liaise with staff working in the remote PCCs, to ensure smooth operation and to identify and manage operational issues.

To oversee the medicine bags process supporting drivers with safe handover to clinicians.

To liaise with NHS111 and Mallings Healthcare Team Leader any operational queries e.g. out of area patient. Note: The Operational Shift Manager (or the Clinical Systems Dispatcher) on behalf of a clinician, may escalate inappropriate referrals.

To ensure that patient surveys and questionnaires (electronic and/or paper) are carried out at the service delivery sites when required.

To work with the Operational Management team on agreed work and/or projects as required, this may be during scheduled office based hours.

To work with the Operational Management team in conducting staff supervision and 1:1s and take part in the appraisal process for nominated staff.

To ensure audits and stocktakes of consumables and medical equipment are undertaken, including oxygen and other medical gases.

To use a variety of IT tools/software effectively to support operational working.

To Support notification/post event messaging process to GP practices.

To be able to use clinical systems and software, listed below:

To act as a chaperone if required

Flexibility to undertake other roles as required in line with skills and experience.

ADASTRA tasks in the absence of the Clinical Systems Dispatcher

• Monitor incoming cases from 111 and Malling Health services
• Transfer cases from the ADASTRA system to the EMIS system, including patient details and consultation information
• Undertake patient searches in ADASTRA in the event of missing or incomplete case information
• Close cases in ADSATRA once clinicians confirm they are complete

EMIS tasks in the absence of the Clinical Systems Dispatcher

• Register new patients onto the EMIS system
• Update patients personal details onto the EMIS database when required
• Book patient appointments onto the EMIS appointment book in a timely manner
• Actively monitor clinicians appointment diaries for potential KPI breaches

NHS Portal

• The NHS portal inbox receives palliative care notifications and patient appointments that are blocked from the normal pathway
• Palliative care cases are to be transferred across to the ADASTRA system
• Patient appointments via the portal are checked and verified against the EMIS system

This list is not exhaustive, and roles and responsibilities may be reviewed and extended in line with changing requirements of Taurus and the wider healthcare environment.

Person Specification

Experience

Essential

• Able to effectively manage customers complaints and concerns.
• Able to communicate effectively verbally and written, with representatives of other organisations.
• Experience of supervising or managing others
• Teamwork and co-operation to achieve optimal results.
• Strong organisational skills.
• Ability to use initiative to resolve problems and/or suggest improvements
• Computer literate, including use of word processing, spreadsheets, e-mail, the internet, patient database systems and presentation software.
• Ability to manage competing demands and prioritise these appropriately.
• Strong inter-personal skills with colleagues, clinicians, patients, managers, and other stakeholders.
• Customer Service skills.
• Experience of working in a healthcare environment.
• Access to own vehicle and clean driving license.

Personal Attributes

Essential

• Friendly and approachable
• Reliable individual
• Working effectively with a team
• Ability to troubleshoot and think on their feet

Qualifications

Essential

• Educated to GCSE or O level standard or equivalent (minimum 5 at grade C or above).
• A supervisory/management qualification or evidence of relevant experience within a healthcare environment.

Desirable

• Fire warden qualification / trained.
• First Aid qualification / trained.

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

Taurus Healthcare Limited

Address

Suite 1, Berrows Business Centre

Bath Street

Hereford

Herefordshire

HR1 2HE

Employer's website

https://www.herefordshiregeneralpractice.co.uk (Opens in a new tab)