Shift Manager Blackpool Victoria UTC

2 weeks ago

Blackpool, Blackpool, United Kingdom FCMS Full time

Job summary

Welcome to FCMS

We are looking for a Shift Manager to be the first line contact at Blackpool Victoria Urgent Treatment Centre

Hours: The service operates 7 days per week, 365 days per year.

Flexible hours may be required over 24hrs to meet the needs of theorganisation, but generally: and 7 days per week

Pay: £ per hour Mon Fri

£ per hour Mon Fri and 24/7 Weekend and Bank Holidays.

Enhancements are paid between , weekends and bank holidays.

Main duties of the job

The post holder willbe the front facing manager for Blackpool Victoria Urgent Treatment Centre andwill act as an ambassador for FCMS.

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.

Job description

Job responsibilities

To be the first line contact whilst on shift, for all staff, including receptionists and clinical staff such as GPs, advanced practitioners, nurses and pharmacists with the ability to escalate any issues as and when needed.

To liaise closely with the OOHs/CAS shift manager, especially during the OOHs period to coordinate booking face to face appointments for patients.

To work alongside the BV UTC nurse in charge to ensure the day-to-day management of the shift

Maintain a good relationship with ED colleagues to aid the referral of patients between the 2 departments

Maintain a good relationship with NWAS colleagues to aid the referral of patients from NWAS and the UTCs

Prioritise, organise and manage own workload in a manner that maintains and promotes quality

Develop an in-depth knowledge around the running of the shifts to allow you to identify needs of service delivery and make decisions when needed.

Deliver care according to local and national guidelines

To have knowledge of the service Key Performance Indicators (KPIs) and actively monitor service activity in order to support the service in meeting those KPIs

Work within all relevant policies and procedural guidelines at all times, including service policies, procedures and processes which have fallen out of investigations and complaints.

Contribute to infection control measures by adhering to infection control policies/procedures. Ensure all areas are kept clean and tidy.

Adhere to all pharmacy protocols and to be trained to support the clinicians in these protocols

Cooperate with the Clinical Governance and management team when investigating complaints and incidents

Inform the Clinical Manager / Service Coordinator of any untoward incidents, complaints, safeguarding concerns, shift activity and staffing issues via a shift report at the end of each shift

To initiate business continuity plans (BCPs), major incidents and escalation plans in conjunction with the on-call manager To carry and respond to the bleep which is used to contact FCMS by other organisations and to inform us of major incidents Support the implementation of new services and further development of existing services.

To have an understanding of the frontline navigation system and other processes at the Urgent and Emergency Care gateway to provide support and guidance to the frontline reception team and to cover breaks.

To have an understanding of the Urgent Treatment Centre reception and its processes to provide support and guidance to the UTC reception team and to cover breaks.

To be the first line contact for any incidents, conflict or complaints you may receive whilst on shift and resolve if possible and escalate when needed. To be able to gather essential information in the least possible time while remaining polite and courteous. To support the reception teams to do the same. To work effectively under pressure in a calm and confident manner whilst remaining sensitive to the patients needs and support the reception teams to do the same.

To have an understanding of the CAS (Clinical Assessment Service) and the referral pathways to provide support and guidance to the clinicians working on that service.

To take, record and process information received accurately and concisely using nationally recognised software. In a part of the service, you will be using a phone with a headset to allow you to type relevant information on to a computer. To undertake any clerical work, administrative, data inputting and any other duties relevant to activities. Monitor consumable stock levels and equipment.

General

To engage and work with other stakeholders such as the Ambulance Service and Trust personnel to ensure an integrated approached around patients care and delivery.

Maintain good relationships with other members of the staff team and stakeholders across all disciplines

To follow safe working practices and to comply at all times with local Health and Safety Policies and Procedures

To ensure confidentiality on all matters relating to patients and information obtained during the course of employment and not to release such information to anyone other than those acting in an official capacity as instructed

To recognise the importance of patient experience and value patient feedback and closely monitor and continually seek improvement to all areas of patient/customer satisfaction to ensure the highest attainable standards are met at all times

Education

Contribute to the identification of own training needs and participate in relevant in-service training

Train and support new members of staff in the role

Undertake mandatory training and complete in the timescale required

To attend staff meetings as required

Where necessary relevant training in the operation of new or unfamiliar equipment, software or procedures will be provided or arranged. The post holder will be expected to attend any necessary courses that provide relevant training.

This Job Description will be periodically reviewed in light of developing work requirements. The individual in post will be expected to contribute towards that revision.

The Service Lead may also ask for other duties to be carried out to the benefit of the organisation.

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.

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).

Person Specification

Communication

Essential

Excellent oral and written communication skills Excellent interpersonal skills with the ability to deal with difficult situations

Qualifications

Desirable

GCSE English & Maths at a grade C or above (or equivalent)

Experience

Essential

Experience of dealing with the General Public Evidence of good organisational skills IT skills Excellent customer service skills Empathetic to staff and patient needs Act with dignity and respect Be emotionally intelligent Management/supervisory experience

Desirable

Knowledge of Adastra clinical system Understanding and awareness of CQC compliance and essential standards of quality and safety Understanding and knowledge of Information Governance Experience or knowledge of safeguarding Working in line to KPIs and service priorities

Other

Essential

Enthusiastic and positive Approachable Team Player Always aims for the best possible outcome for both staff and patients Ability to produce creative solutions to issues Evidence of drive for improvements Ability to work calmly Adherence to the organisations Policies and Procedures Flexible Highly observant Commitment to personal and professional development

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