Clinical Support Manager

6 months ago

Birmingham, United Kingdom Prometheus Safe and Secure Full time

Job summary

UK Applicants only

Toensure high quality care for mental health patients is provided by Prometheus inMental Health Trusts, Acute Care Trusts, Private Healthcare Providers, LocalAuthorities and any other settings.

The role must provide leadership andmanagement of all operations in the HUB and coordinate services in the fieldfor frontline staff for Secure Care Transport and Complex Care.

Main duties of the job

1. OperationalManagement:

Take full responsibility and accountability of the HUB andall operations

Supervise the completion of service contracts to ensurecompliance with terms and conditions.

Provide Customer Service through assessing quality of calls,provide constructive feedback to team members to enhance performance andcustomer service.

Ensure management of HUB policies, procedures, and protocols

2. Leadership

Provide support and guidance to the team by dealing withcomplex or challenging calls and services.

Coordinate with other team leaders and stakeholders toensure alignment of goals and strategies fostering a culture of collaborationand teamwork across departments.

Proactively seek out areas for improvement in the HUBprocesses and systems.

Conduct regular team meetings and training sessions by cultivatinga positive and collaborative team culture that promotes learning and growth.

Monitor, review, provide guidance and direction as to thelegal status of patients who are subject to the Mental Health Act 1983, MentalCapacity Act and Deprivation of Liberty Safeguards (DoLS - new legislationpending) ensure that they are detained or treated in accordance with thelaw and the code of practice in all new and ongoing services in SecureTransport and Complex Care

About us

Prometheus is a leading provider of secure transportationsolutions specialising in the mental health sector and Complex Care EnhancedObservations for Acute Trusts, Mental Health Services and Local Authorities.Our team ensures that patients are transported safely and with dignity,maintaining the highest standards of care.

Offering a range of services tosupport NHS Trusts, Local Authorities, and Independent Providers, we haveestablished strong client relationships and have a good pipeline of business whichwill see the business continue to push for market leader status within thisindustry.

Job description

Job responsibilities

1. OperationalManagement:

The HUB:

Takefull responsibility and accountability of the HUB and all operations

Ensureall operational tasks are carried out efficiently and effectively during theshift.

Overseethe smooth functioning of all processes and procedures within the HUB.

Addressany operational issues promptly and take necessary actions to resolve them.

Be partof the on-call rota to be on call as required by the Company

Service Contracts:

Supervisethe completion of service contracts to ensure compliance with terms andconditions.

Verifythat services provided align with the defined scope, duration, and pricing.

Confirmauthorisation of services as per contractual agreements to ensure correctbilling

Customer Service:

Utilizemonitoring tools to assess the quality and efficiency of calls.

Provideconstructive feedback to team members to enhance performance and customerservice.

Offercoaching sessions to develop skills and address areas needing improvement.

Management:

Ensureadherence to HUB policies, procedures, and protocols.

Ensureteam compliance with clinical guidelines and best practices.

Addressany deviations from established standards and provide guidance for correction.

Scheduleshifts and allocate tasks efficiently to ensure optimal coverage.

Monitorattendance and address any issues or gaps promptly.

Generateand analyse performance reports to identify trends and areas for improvement.

2. Leadership

Provide support and guidance to the team:

Offerassistance to team members dealing with complex or challenging calls andservices.

Handleescalated calls and complaints with professionalism and empathy.

Serve asa resource for the team, providing guidance and solutions as needed.

Coordinate with other team leaders and stakeholders:

Maintainopen communication with other leaders and managers to ensure alignment of goalsand strategies.

Collaboratewith stakeholders to streamline service delivery and resolve issuesefficiently.

Foster aculture of collaboration and teamwork across departments.

Improvement and Innovation:

Proactivelyseek out areas for improvement in the HUB processes and systems.

Implementinnovative solutions to enhance efficiency and effectiveness.

Encourageteam members to contribute ideas and participate in improvement initiatives.

Conduct regular team meetings and training sessions:

Organiseregular team meetings to disseminate information, updates, and feedback.

Providetraining sessions to enhance skills and knowledge relevant to the job.

Cultivatea positive and collaborative team culture that promotes learning and growth.

3. MentalHealth Act Management

Monitor,review, provide guidance and direction as to the legal status of patients whoare subject to the Mental Health Act 1983, Mental Capacity Act and Deprivationof Liberty Safeguards (DoLS - new legislation pending) and ensure that they aredetained or treated in accordance with the law and the code of practice in allnew and ongoing services in Secure Transport and Complex Care

Provideguidance and information to support to patients, relatives, carers, and staffon the rights and safeguards of the act, such as consent to treatment, appeals,advocacy, and complaints.

Liaisewith external agencies and professionals, such as Approved Mental HealthProfessionals to ensure lawful detention and conveyance.

Maintainaccurate and confidential records of the legal status and treatment of patients

Keep upto date with the changes and developments in the legislation, policy, andpractice related to the Mental Health Act 1983, Mental Capacity Act andDeprivation of Liberty Safeguards (DoLS - new legislation pending) and the Codeof Practice.

Participatein training and supervision, and contribute to the development and improvementof the mental health act knowledge and training

Person Specification

Qualifications

Essential

Mental Health Nurse with a valid Nursing and Midwifery Council (NMC) registration

Experience

Essential

Proven track record of 3 years or more UK experience At least 2 years UK post registration in the mental health sector or other healthcare related sector Proven leadership experience and clinical practice and/or quality improvement in acute inpatient, secure or community mental health services in the NHS or Independent Sector. Good knowledge of the Mental Health Act 1983 as amended 2007, Use of Force Act 2018 and Health and Social Care Act 2012 and Health and Care Act 2022 Competence in implementing the provisions and stipulations of the Mental Health Act 1983 as amended 2007 in clinical settings. Delivering and monitoring clinical supervision as well as providing mentorship to clinical staff Experience of managing clinical incidents including safeguarding concerns

Desirable

Proven experience in operations management and leadership Previous experience in Mental Health community stetting or customer service role Experience gained in ambulance services, mental health/acute sector or logistics Evidence of further development such as an Advanced Degree in Mental Health Nursing or another clinical field

Skills

Essential

Proficiency in MS Office, particularly MS Excel and PowerPoint. Excellent listening, negotiation, and presentation skills. Strong analytical and problem-solving abilities. Ability to prioritise workload and meet performance targets

Communication Skills

Essential

Exceptional interpersonal skills. Effective compassionate communication both verbally and in writing. Ability to communicate at all organisational levels. Demonstrated skills in persuasion and influencing.

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