Hours: 30 hoursper week over a 4-week rota
Base:Doncaster Urgent Treatment Centre and/or Same Day Health Centre
Welcome to FCMS!
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.
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 Yorkshire Place Operations Manager, 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
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
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 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
* Experience of working with IT systems / Ability to train on relevant systems
* Understanding and awareness of Information Governance
* Experience and knowledge of safeguarding
* Experience using Adastra & NHS pathways
Personal Qualities
* 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
* Approachable with warm personality and good sense of humour!
Qualifications
* Car Driver
* 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.
£14.21 an hourOvernight, Weekend and Bank Holiday Enhancements
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