The Clinical Services Officer's role is to assist the Clinical Services Manager for the delivery of Heartbeat's clinical provisions that operate in hours, evenings and weekends from multiple sites across Hambleton and Richmondshire. Key Responsibilities: Assist in organising and managing the delivery of contracted services across all sites. Ensure that every clinical site is adequately staffed according to the agreed clinical and contractual obligations. Monitor shift coverage, address any shortfalls proactively, and escalate concerns where necessary to maintain uninterrupted and compliant service delivery.
Support in effective communication between Heartbeat, practices and the bank of workers. Help coordinate updates and distribute information to relevant departments/teams. Provide high quality administrative support to the Clinical Services Manager, which may include reports, audits, maintaining accurate records and ad hoc requests. Maintain up-to-date and accurate logs of all service-related feedback, including complaints, learning events, significant events, compliments and incidents using the appropriate reporting systems.
Ensure that each entry is recorded in line with internal policies and regulatory expectations to support transparency, accountability, and continuous service improvement. Monitor and ensure all patient safety alerts are distributed to relevant teams or individuals. Assist in monitoring the clinical services admin mailbox, prioritise urgent queries, flag issues to appropriate team members and ensure communications are responded to within a timely manner. Assist with the purchasing and managing of stock required for the service.
Reconcile the delivery notes against the invoices and query any discrepancies. Operational Responsibilities: Demonstrate strong communication skills to maintain and develop positive, professional relationships with internal colleagues, external stakeholders, PCNs and service users. Develop, maintain and review the rotas to ensure each service/contract delivers on its contracted minutes. Review clinic schedules on clinical system (Systm1) ensuring appropriate use of clinical time.
Identify and flag any discrepancies, communicate with relevant practices or teams to resolve issues promptly, and support ongoing optimisation of clinic planning to maintain service efficiency and patient access. Cancel clinics and patients when necessary and re-book patients in where possible. Set up, update, and remove access for staff who need to use the clinical system (Systm1). Make sure access matches the persons role and follows data protection rules.
Governance: Support the implementation and monitoring of policies and procedures that align with NHS frameworks and Care Quality Commission (CQC) standards. Assist in gathering documentation, maintaining records, and contributing to audits or inspections to ensure the service remains fully compliant with regulatory obligations. Collate monthly MI information to provide an understanding and report on clinical services data. The data will consist of number of appointments offered, utilised and did not attend (DNA).
Maintain outstanding tasks on the clinical system (Systm1) and provide feedback/actions to the clinicians where necessary. Run weekly audits on the clinical system (Systm1) and liaise with practices for, child not brought, vulnerable adults and two week wait referrals. Take part in governance meetings to stay informed about service quality, compliance, and improvement plans. Share relevant updates, contribute to discussions, and support actions agreed during the meetings.
Ensure relevant policies and protocols are kept up to date, accurate, and in line with current regulations and best practices. Regularly review documents, make necessary updates, and support the communication and implementation of any changes across the team.