Clinical Operations Manager

Job summary

Medicare EMS are welcoming applications for a full-time Clinical Operations Manager for each of our frontline ambulance stations to support our contract with an NHS Ambulance Services.

As part of our local management team you will be responsible for overseeing the operational and clinical performance of your ambulance station. You will be responsible for managing and overseeing a team of ambulance clinicians including Emergency Care Assistants, Emergency Medical Technicians, Newly Qualified Paramedics and Autonomous Paramedics.

We are recruiting one manager for each of our frontline ambulance stations based in:

Braintree (Essex) Chelmsford (Essex) Norwich (Norfolk)

Main duties of the job

As the Clinical Operations Manager for your station you will be responsible for, but not limited to:

Operational and clinical performance of your ambulance crews. Ensuring the fleet is maintained to a safe standard and compliant with the load list. Maintaining oversight of the operational rosters and addressing any vacancies in conjunction with the scheduling team. Maintaining operational and clinical compliance with the contractual KPIs for the NHS contract. Supporting all newly qualified clinicians during their first operational months. Supporting our Newly Qualified Paramedics through their NQP programme. Completing clinical supervision shifts with all grades of clinician working at your station. Undertaking annual appraisals with your teams. Ensuring your operational base remains compliant at all times including, but not limited to, safe disposal of clinical waste, IPC, communal area maintenance, risk assessments, medical gas supply and storage, vehicle deep cleans. Undertaking clinical duties to maintain credibility, knowledge and skills. Organising CPD events and team building activities.

About us

Established in 2003 Medicare have become one of the leading private ambulances provides in the UK. We have exciting opportunities for pre-hospital clinicians to take the step into a managerial position within the private sector whilst remaining part of a frontline team.

In addition to our frontline duties, you would have the opportunity to develop your managerial and/or clinical experience on our event contracts at iconic venues such as Wembley Stadium, The O2 Arena, Tottenham Hotspur Football Stadium, Chelsea Football Club, Wembley Arena, Windsor Racecourse, Lingfield Racecourse, Newmarket Racecourse, Epsom Racecourse, Goodwood Racecourse and more.

Our Academy will be available should you wish to further your education and career or progress into education as an educator.

You would be joining of team of over 150 fulltime pre-hospital clinicians and over 400 self-employed clinicians to deliver over 30 emergency vehicles a day into the NHS.

Our Executive Team are practicing paramedics with strong NHS backgrounds and drive the company forwards.

Job description

Job responsibilities

Clinical Responsibilities

Provide responsive and pre-planned clinical leadership and supervision to all grades of clinician. Develop and maintain a close working relationship with the recruitment and compliance team to support the onboarding of new clinicians, undertake interviews, clinical assessments, contract specific induction courses and corporate induction courses for new clinicians joining the company. Participate in open days and recruitment days as required. Maintain a robust understanding of the individual scopes of practice for all grades of clinician. Assist and support the medicine management process including but not limited to the restocking of medicine bags, stock oversite, incident management, control drug audit compliance, and follow up action with the workforce when the internal processes have not been followed. Undertake patient report form auditing on a monthly basis to ensure that the contract KPI target is always achieved. Undertake patient report form auditing using the Medicare auditing system to provide feedback to the clinical workforce. Act immediate on any clinical concerns identified during a routine or targeted audit of a patient report form and work with the clinician to address any concerns, form an achievable and realistic action plan as required and ensure any feedback is followed up. Provide face to face feedback to the clinician work force during a clinical supervision shift. Ensure that each clinician has two clinical supervision shifts per annum at your station and support the Clinician Operations Managers as a team to achieve this target. Request and review statements from the workforce in relation to any reported incident, clinician incident, near miss, complaint, NHS Datix, or serious incident in accordance with the incident management investigation training and process. Ensure all clinicians are adequately supported through any incident investigation and recognise when further welfare and support is required from a second manager. Develop, plan and deliver CPD sessions for the workforce based on interest and/or feedback from patient report form auditing, incidents, complaints or other themes that arise during the course of your role. Working alongside the Education Team to ensure that all clinical mentors have the correct level of support, development and education to progress as mentors. Ensure all clinicians on your station have undertaken an annual resuscitation refresher. Ensure the timely escalation of serious concerns or matters to the Executive Leadership Team. This includes but is not limited to, control drug audit discrepancies, clinical concerns that have not been rectified with local development or support, significant welfare concerns, station compliance issues etc. Ensuring clinical updates relevant to the NHS contract are communicated clearly to the workforce checking understanding the confirmation of receipt of the information provided. Ensuring that clinical updates relating to changes in practice, JRCALC etc are communicated clearly to the workforce checking understanding the confirmation of receipt of the information provided. Undertake clinical shifts.

Operational Responsibilities

Oversee crew deployment and readiness for day-to-day operations. This includes but is not limited to: reviewing the weekly deployment provided by the Scheduling Team to ensure that the skill mixes of crews is correct, the number of operational vehicle available are sufficient for the number of shifts being deployed and highlighting vehicle issues that will cause disruption to operational deployment. Ensuring that the weekly deployment at your station is in accordance with the core contractual requirements, reporting any vacancies to the Senior Leadership Team and supporting the scheduling team to manage the vacancies so far as reasonable practical. Maintaining oversite of stock consumables within the storeroom and highlighting when the stock is reaching minimum stock levels. Collecting stock as required from the central stores to replenish the stations. Maintaining an adequate level of medical gases on station and placing orders for delivery when the stock reaches the minimum stock levels. Working with the Head of Fleet to maintain the emergency vehicles on your station. This includes but is not limited to MOT, Tax and Service records are maintained and the fleet management system updated. Ensuring that routine and unplanned maintenance and repairs are reported via the correct channels to the Head of Fleet. Assisting with vehicle movements either due to operational demand or MOTs and/or repairs occurring at off-site garages. Supporting the Make Ready Team to ensure the vehicles are adequately stocked and ready for deployment. Oversite of the deep cleaning reports and compliance across the fleet. Ensuring all company policies, procedures and processes are followed correctly and to take action when they are not. continually reviewing the company procedures to ensure the remain fit for practice and seek alternative solutions to address any procedures identified to no longer be fit for practice. Manage and oversee all operational KPIs for the NHS contract including but not limited to, booking on times, hand over to green times and on scene times. Provide meaningful and constructive feedback to the workforce on their operational KPIs during clinical supervision shifts, stations wide compliance on notice boards and publications to the team. Consider, develop, and implement initiatives to improve operational KPIs across the workforce. This could either be station specific or contract specific. Maintaining sickness levels at a minimum, undertake return to work interviews for every clinician who has had a period of absence, undertake the first stage informal sickness review meeting after the clinician has hit formal absence triggers. Undertake the second stage sickness review meetings if the clinician continues to have high levels of absence from work. Reporting station KPI performance to the Executive Team on a monthly basis. Reviewing the number of dropped shifts by our self-employed and zero hours workforce for patterns, trends or concerns and following these concerns up with the individual.

Welfare and Support

Recognising your own limitations in terms of work and personal stressors and manage these appropriately so as not to negatively impact the workforce. Ensure you are fully familiar with the support programs and referral pathways in place to enable you to fully support the workforce and signpost them to the appropriate help and support if it cannot be provided by yourself. Recognising when a situation must be escalated to the Executive Team for approval of a change that would impact the operational delivery of the company prior to this being agreed with the member of staff. Recognising when a situation must be escalated to the Executive Team for awareness and further support or assistance in providing further support and/or options to the clinician. Maintaining contact with members of staff who are absent from work either short-term or long-term and recoding these contacts and any changes accurately. Be approachable, discreet and trustworthy with information provided by a member of staff or the wider team. Improving and maintain the workforce experience for all our clinicians and managers, to foster a culture of learning and development to make Medicare the first choice of private ambulance providers for clinician to work for. Creating and maintain a supportive and inclusive work environment where staff feel valued and heard. Engaging and promoting the staff recognition program, nominating individuals for excellence awards and recognition.

Additional Requirements

Be part of the on-call rota covering both days and nights on a 24/7 shift pattern. The on-call rota is not included in annual leave. If you are on leave for your turn of the rota you must find another manager to cover your dedicated on call shifts for the duration of your leave. This will remain your responsibility. Attend every daily Tactical Operations Meeting when on duty. If you are ever unable to attend these meetings a written update must be provided to the Chief Operating Officer, the day before the meeting. Attend monthly clinical and operational performance meetings with the Executive Team. These meetings must be prepared for with your data set submitted to the chair of the meeting for circulation 7 days before the meeting for circulation. Be prepared to support the operational requirements of the business as a last resort. This might mean covering an operational shift at short notice therefore you must carry your uniform with you at all times when on duty. You will be responsible for managing your operational and administrative time to maximise efficiency and business need. You will be expected to optimise your shift patterns to ensure that administrative and clinical responsibilities are balanced effectively. In this there is an expectation that you cover the full range of shift patterns at least twice across each month including weekends to ensure that all your teams see you in person on a monthly basis. Maintaining accurate and effective communication between the Executive Team and the workforce. This will be by either sharing information gained in meetings or directly from an executive to ensure that the wider workforce is up to date on the changes, progression, challenges etc taking place at the time. Maintaining accurate and effective communication between the workforce and the Executive Team. This will either by sharing feedback from an individual clinician or the collective view of a group of clinicians. Working alongside the Freedom to Speak Up Champions to ensure they are supported in their role without pressure of breaching the confidentiality of the workforce. Working alongside the workforce arranging and supporting incentives such as journal club, staff directed CPD and study etc. Person Specification

Personal Characteristics

Essential

Ability to develop effective professional working relationships with colleagues and the public. Quality/patient focused. Understand the need for policies and procedures and the importance of following and applying them. Be approachable and supportive in nature. Have a desire and passion to lead a workforce, embed a positive and supportive culture and drive forward change. By an ambassador for the company, supporting and embracing the vision and values of the company.

Experience

Essential

Ability to communicate effectively, verbally and in writing in complex, sensitive and contentious situations. Demonstrate a high level of professionalism, responsibility, and accountability. Maintain confidentiality at all times. Ability to work as part of a multidisciplinary team and using your own initiative. High level of attention to detail and high levels of concentration.

Qualifications

Essential

Registered paramedic with a minimum of two years post registration experience. Emergency driving qualification. Demonstrable mentoring experience. Enhanced DBS with barred list information for adults and children (on the update service)

Desirable

Mentoring qualification TRIM practitioner

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