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Post:Care Coordination and Virtual Care Service Operational Specialist
Pay: £15.30 Per Hour
Hours: 32 hours per week This role requires the successful candidate to be flexible as some of the hours will need to be worked during the evenings and weekends
Accountable to: CATs Lead
Base:Newfield House Blackpool
Closing Date: 19th April 2026 (Interviews to be held 24th and 27th April 2026)
*Please note that our roles are not being considered for sponsorship at this time*
Overview of Role:The Care Coordination and Virtual Care Operational Specialist is a new role in FCMS. Using experience and knowledge of service delivery, alongside the Operational Manager, you will be responsible for the smooth running of our services on a routine basis, with visible management and leadership of service delivery teams.
The Care Coordination Hub Operational Specialist will be mainly responsible for supporting the Care Coordination Hub, however, will also be required at times to support the wider services within the Virtual Care services, supporting the Virtual Care Operational Manager in providing our staff the correct environment (physical and non-physical) to deliver exceptional healthcare.
With a focus on day-to-day service provision, you will ensure that the Care Coordination hub is able to meet the demands of commissioners (KPIs and Quality) the volatile, unpredictable nature of Urgent and Emergency Care (capacity & demand Management) and the expectations of patients.
Day to Day Duties to include, but not exhaustive:
* To provide compassionate, effective, and visible management and leadership to the Care Coordination hub team and supporting the wider Virtual care services/
* To ensure good people management practices and that effective & supportive team-working is felt across the Virtual Care business unit.
* To role model a learning and coaching culture based on openness, learning and continuous improvement that supports continuing personal development.
* To encourage staff members to take personal responsibility and ensure they have the necessary autonomy to deliver excellent healthcare services in a busy high-pressure environment.
* To be responsible for the day-to-day support of the Care Coordination hub and wider services.
* To support the Care coordination team on a day-to-day basis with knowledge and expertise of software, system and equipment use.
* To work closely with shift managers to ensure that patients journeys are quick and effective.
* To be part of a network of staff providing senior management on call cover in the out of hours period on a rotational basis, including supporting at weekends & bank holidays on a rotational basis
* To work with the CATs Lead and Virtual Operational Manager to ensure that the Virtual business unit meets (as a minimum) national standards, contractual obligations and KPIs, and where this is not achieved plans are created, actioned and monitored to ensure compliance.
* To work alongside the CATs Lead, Virtual Operational Manager and Place Based Care colleagues to ensure that where commissioned services span both Business Units that delivery is seamless and supportive of each other, and patient journeys are safe, quick and cost effective.
* To contribute and knowledge and skill to staff planning ensuring rotas are appropriately staffed and that on the day and short notice issues that affect capacity are managed in real time to minimise impact on service delivery.
* To contribute knowledge and skill, working with the Virtual Operational Manager and Business Intelligence Team to develop (and use) operational dashboards that can be used to understand the operational activity of the department, that aids operational management and planning.
* To contribute knowledge and skill, working with the Virtual Operational Manager and Business Intelligence Team to ensure KPI and Quality data and reports are produced on time and are an accurate reflection of the work undertaken.
* To continually assess our service processes, policies, and procedures to ensure that improvements or efficiencies are continually identified, and changes are made to improve service delivery or organisational performance where appropriate.
* To work with Virtual Operational Manager and CAS staff so that we can evidence the positive impact, clinical and non-clinical of the work we do.
* To contribute operational expertise and service knowledge to the development of organisational transformation.
* To work with the wider organisation to continually develop our service offer; ensuring patient journeys are continually enhanced, operational efficiencies gained, or clinical quality is improved through technological, operational, or human improvement.
* To work with the wider organisation to implement new technologies or processes, supporting the roll out and mobilisation phase of projects or new business, supporting a smooth transition to business as usual.
* To ensure good communication and coordination with wider health and social care communities, including (but not exclusive) ICB, NWAS, YAS, UCR teams, EDs, SDEC, tertiary centres, PCNs etc, supporting our reputation as a reliable deliverer of care.
* To support the training of new staff and ongoing personal development.
* To actively participate in Clinical Governance processes, including: all clinical audit, complaints SUIs, reporting of incidents and near misses
* To oversee the ordering of inventory, and management of supplies to support the day-to-day delivery of services.
* To be to work with the Virtual Operational Manager in managing the department budget.
* To contribute operational knowledge and expertise in the development of annual budgets.
* To have the ability to flex with an emergent corporate strategy that will constantly be influenced by external factors and political changes.
The above list of duties and responsibilities is not intended to be fully comprehensive and may be amended to take account of changing circumstances or requirements following consultation with the post holder.
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
Come and be a part of our amazing team!
We offer NHS Pension
Cycle to Work Scheme
Career Development Opportunities
Attendance Bonus
Staff Benefit Scheme
Free Tea & Coffee
Eye Care Contributions
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 -This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This 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).For Driver positions you will also be required to undertake a Driver check.
Person Specification
Qualifications
Essential
Equivalent training in administration
Desirable
Evidence of further study
Educated to GCSE/O Level standard including English Language and Mathematics
Experience
Essential
Experience of working with IT systems
Administrative experience
Telephony experience
Experience of working in an office environment
Desirable
Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society.
Experience of Adastra and/or other clinical systems
Experience of working with Clinicians
Skills, Knowledge & Competencies
Essential
Information Governance understanding and awareness.
Effective communication skills, both verbal and written
Sound working knowledge of Microsoft packages including, Word, Excel, and email.
Desirable
Administration qualifications
Other
Essential
Being able to work with our corporate values
Enthusiastic and positive
Approachable
Team Player
Always aims for excellence
Ability to produce creative solutions to issues
The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staffto 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. xsngvjr Therefore, if you are interested, please submit your application as early as possible.