Job responsibilities
Duties and
Responsibilities
To be the first line contact,
whilst on shift, for all staff, including receptionists, drivers, care
coordinators and clinical staff such as GPs, advanced practitioners and
pharmacists, with the ability to escalate any issues as and when needed.
To liaise closely with the BV
UTC Shift Manager, especially during the OOHs period to coordinate booking
face to face appointments for patients.
Monitor and support
surrounding services within the Fylde Coast Integrated Urgent Care Service
during the OOHs period such as Fleetwood Urgent Treatment Centre and Extended
Access/Hours and be the point of call for any operational issues.
Prioritise, organise and
manage own workload in a manner that maintains and promotes quality
Develop an in-depth knowledge
around the running of the shifts to allow you to identify needs of service
delivery and make decisions when needed.
Deliver care according to
local and national guidelines
To
have knowledge of the service Key Performance Indicators (KPIs) and
actively monitor service activity in order to support the service in
meeting those KPIs
Work within all relevant
policies and procedural guidelines at all times, including service policies,
procedures and processes which have fallen out of investigations and
complaints.
Contribute to infection
control measures by adhering to infection control policies/procedures
Adhere to all pharmacy
protocols and to be trained to support the clinicians in these protocols
Cooperate with the Clinical
Governance and management team when investigating complaints and incidents
Inform the Clinical Manager /
Service Coordinator of any untoward incidents, complaints, safeguarding concerns,
shift activity and staffing issues via a shift report at the end of each shift
- To
initiate business continuity plans (BCPs), major incidents and escalation
plans in conjunction with the on call manager
- To
carry and respond to the bleep which is used to contact FCMS by other
organisations and to inform us of major incidents
- Support
the implementation of new services and further development of existing
services.
To have an understanding of
the frontline navigation system and other processes at the Urgent and Emergency
Care gateway to provide support and guidance to the frontline reception team
To have an understanding of
the Care Coordination service and its processes to provide support and
guidance to the care coordination team
To have an understanding of
the Urgent Treatment Centre reception and its processes to provide support and
guidance to the UTC reception team
To have an understanding of
the driver/clinical visit processes to provide support and guidance to the
drivers.
To have an understanding of
the CAS (Clinical Assessment Service) and the referral pathways to provide
support and guidance to the clinicians working on that service.
- To
take, record and process information received accurately and concisely
using nationally recognised software.
In a part of the service, you will be using a phone with a headset
to allow you to type relevant information on to a computer.
- To be
the first line contact for any incidents, conflict or complaints you may
receive whilst on shift and resolve if possible and escalate when needed.
To be able to gather essential information in the least possible time
while remaining polite and courteous
- To
work effectively under pressure in a calm and confident manner whilst
remaining sensitive to the callers and presenting patients needs.
- To
undertake any clerical work, administrative, data inputting and any other
duties relevant to activities.
General
- To
engage and work with other stakeholders such as the Ambulance Service and
Trust personnel to ensure an integrated approached around patients care
and delivery.
Maintain good relationships
with other members of the staff team and stakeholders across all disciplines.
To follow safe working
practices and to comply at all times with local Health and Safety Policies and
Procedures
To ensure confidentiality on
all matters relating to patients and information obtained during the course of
employment and not to release such information to anyone other than those
acting in an official capacity as instructed
To recognise the importance of patient
experience and value patient feedback and closely monitor and continually seek
improvement to all areas of patient/customer satisfaction to ensure the highest
attainable standards are met at all times
Education
Contribute to the identification of own
training needs and participate in relevant in-service training
Train and support new members
of staff in the role
Undertake mandatory training
and complete in the timescale required
To attend staff meetings as
required
Where necessary relevant
training in the operation of new or unfamiliar equipment, software or
procedures will be provided or arranged. The post holder will be expected to
attend any necessary courses that provide relevant training.
This Job Description
will be periodically reviewed in light of developing work requirements. The
individual in post will be expected to contribute towards that revision.
The Service Lead may
also ask for other duties to be carried out to the benefit of the organisation.
Interviews are scheduled for 18th November 2022.
The organisation is committed to safeguarding and
promoting the welfare of children, young people and vulnerable adults and
expects all staff to share this commitment. You will be expected to fulfil
your mandatory safeguarding training at the level applicable to this role.
This
post is subject to the Rehabilitation of Offenders Act (Exemption 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. This will require three forms of valid ID to be
produced and verified. The onboarding process is also subject to an
Occupational Health check, suitable professional references and eligibility to
work in the UK (with the requirement to provide relevant documentation as
evidence).
