Job overview
As an ICC Clinical Assurance Officer (Band 6), you will play a pivotal role in ensuring the highest standards of clinical quality and safety within our Integrated Contact Centre (ICC). Reporting to the Operations & Clinical Governance Manager, you will lead a proactive clinical audit programme to evaluate and enhance the performance of our Clinical Advisors against national call-handling protocols (NHS Pathways, PaCCS, MTS).
You will analyse call data, identify trends and training needs, and collaborate closely with the Clinical Delivery Leadership and Training teams to support the development of targeted action plans and educational materials. Your expert feedback both written and verbal will support continuous professional development, complaint investigations, and coronial processes. You will also maintain your own clinical and audit skills, ensuring compliance with regulatory and corporate standards.
This flexible role, with travel across multiple ICC sites, demands a self-motivated registered Nurse or Paramedic with strong analytical, communication, and IT skills, and a passion for driving tangible improvements in patient care and contact-centre performance.
Main duties of the job
ICC Clinical Assurance Officer
1. Clinical Quality Audits: Undertake monthly quality assessments of clinical calls; meet minimum audit targets to comply with licensing and triage tool requirements.
2. Data Analysis & Reporting: Analyse statistical outputs from call-logging, CAD, Cleric, Adastra and audit software; produce reports highlighting trends, risks and development areas.
3. Feedback & Action Planning: Deliver constructive feedback to Clinical Advisors; jointly develop and monitor performance-related action plans with leadership and training teams.
4. Education Materials: Design and distribute continuous learning resources (pathways updates, reflective practice CPD) in both print and electronic formats.
5. Systems Improvement: Identify and escalate opportunities to enhance call-processing procedures, software functionality, and audit tools.
6. Governance Support: Provide evidence for complaints, investigations and coronial inquests; prepare statements and attend court if required.
7. Professional Standards: Maintain own clinical registration, call-taking proficiency and theoretical knowledge; comply with GDPR, health & safety, equality & diversity, and NHS values.
8. Collaboration: Act as an accessible point of contact within the ICC; foster peer-audit culture; participate in inductions, levelling sessions, and supervisor development.
Working for our organisation
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Person specification
Skills / Competencies
Essential criteria
9. Currently compliant with monthly audit standards and clinical sorting outcome targets
10. Excellent communication skills both written and verbal
11. Assertiveness and willingness to challenge unacceptable practice
12. Self-motivation and initiative, with excellent organisation and time management skills
13. Collaborative approach to team work with the ability to build and sustain effective communications with other key roles
14. Able to communicate difficult/sensitive information tactfully, sometimes in a highly emotive situation
15. Cultural/diversity awareness and evidence of non-discriminatory practice
16. Fair and balanced approach
17. Flexibility to working patterns
18. Positive and enthusiastic approach to work and challenging situations
19. Excellent presentation skills
20. Demonstrable compassionate and inclusive leadership
21. Experience in the application of HR processes
22. Demonstrable experience of line management responsibilities
Qualification and Knowledge
Essential criteria
23. Registered Nurse/Paramedic with post registration experience and current professional registration with NMC or HCPC
24. Experience of using and detailed knowledge of NHS Pathways, Manchester Triage Tool (MTS) or Pathways Clinical Consultation System (PaCCS)
25. In-depth understanding of the Clinical Advisor role and the scope of practice of NHS Pathways, PaCCS or MTS Clinicians
26. Computer literate with good working knowledge of all Microsoft Office Applications, particularly Excel.
Experience
Essential criteria
27. Experience of mentoring and preceptorship
28. Experience of developing and implementing performance related action plans for individuals
29. Ability to interpret statistical data effectively in order to make meaningful judgements
30. Proven ability to give constructive performance related feedback to colleagues
Values and behaviours
Essential criteria
31. Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
32. Being at our best – professional and adaptable and takes pride in work
33. Making a difference – act with compassion, kindness and integrity towards everyone