111 Clinician

Job summary

About FCMS

At FCMS we provide exceptional call handling, dental,planned care and urgent care services across the Fylde Coast and beyond.Working alongside and providing services for the NHS, while retaining our ownsense of identity, enables us to operate with adaptability and openness whilehaving fun.

About our Call Centre

We have an established history ofhandling calls for both clinical and non-clinical services; ensuring that allservices we operate are maintained at the highest level of quality andefficiency. We have been delivering local health care since 1994 during out ofhours periods; taking calls for GP practices when they are closed which enablesus to understand what the local population needs. Our knowledge puts us in theideal position to deliver a range of services that our patients deserve. We areproud to deliver NHS 111 and local booking agent services. Through these challengingtimes, we make a real impact on the communities we serve; ensuring users getthe assessments they need and that patients are booked into local care servicesat same day health centres.

Main duties of the job

What will the role involve?

Our call centre is a highly variedand incredibly busy work environment where no two days are the same. Patientcare is our utmost priority and you will remain calm and professional even whendealing with high call volumes and challenging or distressed customers. Therole of 111 Clinician supports our 111 Health Advisors to provide full clinicalassessments and provide home management advice to callers.

Flexibility to work a varietyof shifts is essential in this role. While the 111 service is 24/7, FCMSprovide the 111 service between 7am 12 midnight 365 days a year. Therefore,you must be able to work some shifts across evenings, weekends, Bank Holidaysand during the festive period. Full-time, part-time and bank shifts areavailable.

The post holder will provide assessment, medication advice, and healthinformation supporting individuals to access the appropriate level of careincluding advice to manage their symptoms at home.

About us

The ethos of FCMS as a not for profit health and well-being services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services. Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.

Job description

Job responsibilities

Job Purpose

The post holder will be responsible for theassessment of health and clinical needs, utilising professional clinicaljudgement, supported by decision support software. This requires generalist andspecialist skills to assess and deliver care to patients across all age groupsin a contact centre environment.

The post holder will provide assessment,medication advice, and health information supporting individuals to access theappropriate level of care including advice to manage their symptoms at home.

Key Duties and Responsibilities

To use professional judgement at all times,and with the support of clinical assessment software, provide skilled andeffective assessment of patients presenting clinical need, through telephoneconsultation

Tobring together, analyze and critically evaluate a range of information duringthe care process to provide accurate advice and health information to patientsin order to empower and enable them to act upon advice given

Tomaintain an up to date awareness of current policies and utilise acquiredskills in mental health, child protection, medication enquiries and all otheraspects of general healthcare

Toliaise effectively between caller and third party in critical situations/areasof concern child abuse, where information is not consistent or may bedisputed

Toidentify and use information sources to support and underpin clinicaldecision-making

Torecognise opportunities for providing health education during the consultationprocess and to supply such information either in person or by referring toappropriate health care professionals as required

Touse knowledge and competence in computer skills, in order to access drives,databases, email and approved internet resources and to appraise sources ofinformation and their evidence base

Torefer to other clinical colleagues as necessary for advice, but to maintainaccountability and responsibility for decisions made in relation to clinicalcalls

Todemonstrate the ability to remain focused on service delivery whilst dealingwith an unpredictable, diverse and challenging workload

Toadhere to and implement national and local policies and procedures and workwithin the NMC Code of Professional Conduct and the Health and Care ProfessionsCouncil (HCPC)

Toact independently within the constraints of professional and organisationalpolicies and structures

To workindependently, taking responsibility and accountability for managing own workload,risk assessment and risk management

To activelyparticipate in clinical supervision to facilitate personal and professionaldevelopment

To share andutilise areas of practice with peers and non-clinical colleagues to inform andenhance patient care

To maintain ahealthy and safe work environment for self and colleagues

To maintain aworking knowledge of emergency procedures and escalate issues affecting servicedelivery as necessary

To informsenior colleagues of any factors affecting delivery of the service as soon asthey arise

To participatein the continuous quality improvement audit process to develop individualperformance and achieve against set delivery targets

To participatein internal audits and support quality improvements to inform practice andimprove service delivery

Communication

To activelycommunicate with other staff to assist service delivery

To activelycommunicate with other service providers about patient care programs or plans

Reflect thediversity of needs in the local healthcare community by utilising all availableresources to facilitate access to the service where there are barriers tocommunication and understanding

To useadvanced listening, probing and facilitative skills across a diverse range ofcalls, some of which can be highly challenging due to emotive circumstances orcaller aggression and to use complex communication skills to negotiate(utilising language support services as necessary), and provide support tocallers who may be non-compliant with recommended outcomes, emotive, hostileand or antagonistic

Education, Training & Development

To takeresponsibility and plan for own personal development requirements to meetindividual education and developmental needs in line with service requirements

To support alearning environment in which quality, performance and development can flourishand to contribute on nursing development issues

To participatein an annual development review (PDP) and with the line manager, identify areasof need for professional development in order to meet service and personalobjectives

General duties and Responsibilities

Enhance own performance through continuouslydeveloping own knowledge, skills and behaviours to meet the current and futurerequirements of the job

Act within acceptableparameters as an employee, having regard to the applicable Code of Conduct foryour role and ensuring own practice is in accordance with company policies

Maintain own CPD and contribute to ownpersonal development by participating in annual appraisal with line manager,developing a PDP, and actively participating in agreed learning activities andevaluating effectiveness of learning in relation to role

Regularly review own practices and makeschanges in accordance with current and/or best practice, makes suggestions forimproved practice and identifies where other activities affect own practice

To achieve and demonstrate agreed standards ofpersonal and professional development within agreed timescales

To contribute positively to the effectivenessand efficiency of the teams in which he/she works

To contribute to a healthy, safe and secureworking environment by adhering to health and safety regulations, policies,procedures and guidance. Take necessary action in relation to risks in theworkplace including supporting others to manage risks and reporting incidentsas necessary

To actin ways that support equality and diversity and the rights of individuals,ensuring own practice is in accordance with policies. Identify and take actionwhen own or others action undermines equality and diversity

To raise concerns around risk, malpractice orwrongdoing at work, which may affect patients, staff or the organisation, atthe earliest reasonable opportunity

The post holder will be required toadapt to and undertake different or new duties in line with professional andservice developments This Job Description is intended as a general guidance tothe duties and responsibilities of the post and is not, therefore,exhaustive. It will be subject toreview, in light of changing circumstances and in consultation with thepost-holder

The role is subject to a DBS checkwhich will require three forms of valid ID to be produced and verified. Theonboarding process is also subject to an Occupational Health check, suitableprofessional references and eligibility to work in the UK (with the requirementto provide relevant documentation as evidence).

Person Specification

Experience

Essential

Evidence of consolidating post qualification practice Evidence of commitment to ongoing continual personal and professional development

Desirable

Post registration experience of 2 years in a primary or acute setting Knowledge of clinical governance / quality performance Some awareness of issues relating to vulnerable people Evidence of liaising with multidisciplinary agencies both internal and external to the organisation

Skills & Capabilities

Essential

Good patient assessment skills IT literate with good keyboard skills An ability to use personal initiative in working both autonomously and as part of a team within the boundaries of the role Excellent communication skills Ability to identify own developmental needs

Qualifications

Essential

Professional clinical qualification and active registration with relevant regulator, first-level registered nurse with active NMC registration Registered Midwife Paramedic - Health and Care Professions Council (HCPC). Must be educated to degree level in relation to their registered role

Values & Behaviours

Essential

Commitment to providing service that meets the changing needs of external and/or internal customers Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals Focus on constructive evaluation and challenge of own and team performance Proactive in identifying opportunities for improvement and innovation

Covid Vaccination Status

Desirable

Proof of all covid vaccinations

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