We are a dynamic organisation, committed to sustaining our organisational longevity and doing the very best for the people that we serve (both patients and staff). This means not accepting the status quo and questioning whether we can do things differently and better at every opportunity.
We are looking for an enthusiastic and dedicated Shift Leader to join our Doncaster team. Ideally you will already have a knowledge of Healthcare systems and services alongside the ability to lead and implement projects with enthusiasm, maintain effective working relationships both internally and externally via strong communication skills and be able to maintain a calm and balanced outlook whilst under pressure.
Role: Shift Leader Doncaster 12 months fixed term contract.End date 31st August 2026
Hours: 24 hours per week on a 4-week rota. Friday - Monday.
Main duties of the job
Our Urgent & Emergency Care services in Doncaster continue to grow and this appointment will support Operations in maintaining and developing high quality urgent care services in Doncaster. Working closely with the Deputy Head of Urgent Care Operations, your role will be the front facing manager of the Emergency care services in Doncaster. You will be the first point of contact for all staff including receptionist, drivers, call handlers and clinical staff including Emergency Care Practitioners and GPs during your shift.
About us
The ethos of FCMS as a social enterprise, health andwellbeing services provider is to be passionate in its drive to ensure thatpatients and callers remain the central focus of all that it does. Coupled withexcellent and well-established clinical governance systems and extremelyeffective operational expertise, it has meant that the company has the abilityto strategically visualise, develop, and implement award winning services.
Over many years we have invested in our staff so that we havea core team of highly trained individuals who can manage the needs of ourpatients and callers. Our staff are able to significantly improve the servicedelivery and user experience due to their considerable experience andcommitment to what they do.
Come and be a part of our amazing team!
We offer NHS Pension
Cycle to Work Scheme
Attendance Bonus
Free Tea & Coffee
Eye Care Contributions
Job responsibilities
RESPONSIBILITIES - Key areas of responsibility will include:
Service Delivery - Operations
Monitor and support the Operational team during the Out of Hours period
Develop in depth operational knowledge around running of shifts to enable identification of service delivery needs and support required
Monitor and co-ordinate staff breaks
Understand relevant Key Performance Indicators (KPIs) applicable to services
Monitoring service activity to ensure compliance with KPIs
Provide a clear handover at the end of the shift to Operational teams highlighting any area needing immediate action or follow up
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
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
Understand patient satisfaction measures and encourage patients to provide feedback around service
Clinical Governance:
Work with the Deputy Head of Urgent Care Business Quality & Improvement, Head of Urgent Care and clinical leads 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
Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy
DBS - The role is subject to a DBS check which 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).
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.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Person Specification
* 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
* Knowledge of the local area and needs of local population
* Knowledge of NHS complaints procedure
* Knowledge of the wider Doncaster Health economy e.g. Community services
Specific Job Requirements
* Remaining calm under pressure
* Able to manage varying workloads
* High emotional intelligence
Qualifications
* Diploma or equivalent experience at manager level.
* Healthcare related qualification
* 5 GCSEs A*-C or equivalent including English & Mathematics
Experience
* Experience of working with IT systems including Adastra & NHS Pathways/ Ability to train on relevant systems
* Understanding and awareness of Information Governance
* Experience and knowledge of safeguarding
Experience
* Experience of working with IT systems including Adastra & NHS Pathways/ Ability to train on relevant systems
* Understanding and awareness of Information Governance
* Experience and knowledge of safeguarding
Other
* Self-motivated
* Approachable with warm personality and good sense of humour!
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.
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