Shift Lead

Job description

Job responsibilities

Day to Day Duties to include, but not exhaustive:

Service Delivery - Operations

Monitor and support the Operational team during both the In Hours period and Out of Hours period

Develop in depth operational knowledge around running of shifts to enable identification of service delivery needs and support required

Monitor, co-ordinate and cover staff breaks

Understand relevant Key Performance Indicators (KPIs) applicable to services

Monitoring service activity to ensure compliance with KPIs and respond accordingly to ensure the service is meeting demands and KPIs

Provide a clear handover at the end of the shift to Operational teams highlighting any area needing immediate action or follow up

Work closely with other internal services such as virtual and place based shift leads

Provide a professional and high-quality call management service on behalf of local health care services including district nurses and GP practices

Management of patients face to face in any of our services and ensure that they are correctly registered using nationally recognised software alongside identifying the appropriate care setting

Receiving, recording and processing information accurately utilising nationally recognised software. You may utilise a telephone with headset to facilitate input of data whilst managing a call

Adhere to pharmacy protocols and attend relevant training to be able to support clinicians

Initiate Business Continuity Plans (BCPs) and other major incident plans where required

Act as first line contact for any complaints which you may receive on shift and resolve if possible or escalate where required. To be able to gather essential information quickly and accurately whilst remaining polite and courteous

Follow policies and procedures at all times and ensure any revisions as a result of investigations or complaints are adopted

Engage and work with external stakeholders e.g. Yorkshire Ambulance Service and Trust personnel to ensure an integrated approach around patient care

Attend regular training and staff meetings

Support and train any new staff members

Administrative duties as required

To work across a variety of shift patterns from daytime, evenings, overnight, weekends and Bank Holidays 365 days per year, being flexible to provide support cover in the event of holidays and sickness

Information Systems:

• Understand all systems relevant to Operations including understanding of data fields and sources. Ensure escalation and resolution of issues affecting the running of services where required
• Work with IT support team and Adastra to improve understanding
• Protect confidentiality of records transmitted to external stakeholders and operate within the principles of Data Protection and relevant local guidelines (Caldicott Principles)
• Ensure confidentiality on all matters relating to patients and do not release any information to anyone other than those acting in an official capacity

Patient Engagement & Satisfaction:

• Understand patient satisfaction measures and encourage patients to provide feedback around service

Clinical Governance:

• Work with the Yorkshire Place Operations Manager, Yorkshire Place Lead and Clinical Lead to ensure compliance with CQC standards and quality standards within commissioned contracts
• Have knowledge and understanding of all FCMS policies and procedures to ensure compliance across the services

Training and Support

Participate in any relevant training and continuously identify training needs to assist your personal development with your line manager.

GENERAL:

Be credible at all times whilst upholding our values

Build trust with all relevant stakeholders, always acting as an ambassador for the business

Our key expectations are:

Self-awareness Living authentically

Adaptability- Being ready to adjust depending on the situation

Openness What you see is what you get

Positivity with a real sense of being able to strive for the impossible

Generosity of spirit- Everyday should be an opportunity to act with kindness

Ability to have fun Taking the role seriously, whilst being yourself

Our Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.

Values:Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:

Fun: People rarely succeed unless they are having fun. Happiness is healthy!

Awesome: We arent here to be average, were here to be awesome!

Humble: Were here to make a difference to the lives of others, NOT to see how important we can become

Brave: We challenge the norm. We have the courage to get the difficult jobs done

Oompf: We have natural oompf! Its infectious!

Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity

Person Specification

Experience

Essential

• Experience of working with IT systems / Ability to train on relevant systems

Desirable

• Line management experience
• Understanding and awareness of Information Governance
• Experience and knowledge of safeguarding
• Experience using Adastra & NHS pathways

Personal Qualities

Essential

• Excellent verbal and written communication skills, including presentation skills
• Operational management
• Able to work on own initiative and prioritise workload
• Able to manage and prioritise multiple projects and tasks
• Excellent IT skills and able to use multiple software packages
• A genuine interest in people and a positive mind-set
• Able to deal with diversity & challenge from patients
• Remaining calm under pressure
• Able to manage varying workloads
• High emotional intelligence
• Self-motivated
• Authentic
• Approachable with warm personality and good sense of humour!

Qualifications

Essential

• Car Driver

Desirable

• Diploma or equivalent experience at manager level.
• Healthcare related qualification
• 5 GCSEs A*-C or equivalent including English & Mathematics

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

FCMS

Address

Doncaster Urgent Treatment Centre

Devonshire House, Cavendish Court

Doncaster

Yorkshire

DN2 5LT

Employer's website

http://www.fcms-nw.co.uk/ (Opens in a new tab)