Job summary
SevernSide has a diverse range of operational roles supporting the delivery of urgent primary care across the 24-hour period.
The core purpose of this role is:
- To oversee, co-ordinate and take responsibility for the operational management of shifts across the Bristol, North Somerset and South Gloucestershire service,
- To ensure that our patients care is managed effectively and to the required standards.
As part of the Shift Manager team, you will play a vital part in delivering our service leading the wider Operational Team. At all times the post holder must act in a manner consistent with our code of conduct.
At all times the post holder must act in a manner consistent with the code of conduct and appearance representing BrisDoc and the NHS
Main duties of the job
Operational Leadership
- To ensure that our patient advice queue, treatment centres and mobile fleet operate effectively and to the required standards,
- To ensure that appointments and home visits are arranged in a timely manner,
- To manage the interface with NHS 111 during the course of the shift and ensure that the demand coming into the service and the capacity available in the Integrated Urgent Care service are managed in line with contracted key performance indicators,
- To give direction and instruction to colleagues during the shift as required,
Call Handling
- To manage incoming calls to the professional line from Healthcare Professionals,
- To manage incoming calls to the patient line,
Resource Management
- To utilise and deploy the resources available to the service to the best effect throughout a shift,
Risk Management
- To agree operational responses to key risks facing the healthcare system during the out of hours period as required
About us
BrisDoc is a proud provider of NHS services and has been delivering 'patient care, by people who care' with passion and commitment for over 20 years.
As an 'employee-owned trust', we are a forward thinking, dynamic and innovative Social Enterprise and run an exciting range of Primary Care services. These include the Severnside Integrated Urgent Care Service, GP Practices, and the Homeless Health Service. BrisDoc therefore provides great patient care 24 hours a day, 365 days a year to over 1 million patients across Bristol, North Somerset & South Gloucestershire.
As an employed member of the BrisDoc team, you are also a BrisDoc co-owner and will be able to contribute to the decisions we make to benefit our patients, workforce and the wider community. This includes seeking to continuously improve the healthcare we provide for patients, while protecting our environment, nurturing our staff and making a meaningful contribution to the communities we serve. The BrisDoc 'Community Fund' is a staff-led team which works closely with health-based charitable causes, both local and international, to invest time and money to improve lives in disadvantaged communities.
Job description
Job responsibilities
Operational Leadership
- To ensure that our patient advice queue, treatment centres and mobile fleet operate effectively and to the required standards,
- To ensure that appointments and home visits are arranged in a timely manner,
- To manage the interface with NHS 111 during the course of the shift and ensure that the demand coming into the service and the capacity available in the Integrated Urgent Care service are managed in line with contracted key performance indicators,
- To give direction and instruction to colleagues during the shift as required,
- To oversee the consistent use of standard operating procedures across the service throughout the shift,
- To ensure use of standard operating procedures across the service throughout the shift,
- To ensure that a detailed shift report is produced for each shift,
- To ensure that excellent communication mechanisms are used to facilitate effective collaboration across different parts of the service during the shift as well as between the service and other providers.
- To ensure all processes detailed in the Shift Manager handbook are followed.
Call Handling
- To manage incoming calls to the professional line from Healthcare Professionals,
- To manage incoming calls to the patient line,
- To follow our safety calling process,
- To ensure a timely, professional and informed response to all callers,
- To ensure that all referrals are accurately entered onto the patient database for Severnside or the hospital trusts, as required,
Resource Management
- To utilise and deploy the resources available to the service to the best effect throughout a shift,
- To address any immediate resourcing issues created by sickness or absence and put appropriate contingency arrangements in place promptly,
- To offer operational support to the Clinical Co-ordinator (where appropriate) ensuring that care pathways are delivered for individual patients as deemed clinically appropriate by the Clinical Co-ordinator.
Risk Management
- To agree operational responses to key risks facing the healthcare system during the out of hours period as required,
- To implement business continuity arrangements in the event of the failure or breakdown of IT, vehicles or equipment,
- To address any immediate non-compliance or potential training issues that occur during the shift and report to Team Managers
Additional Duties
- To assist with any other reasonable duties as required.
Person Specification
Qualifications and Experience
Essential
- Experience of leading others to achieve specified objectives
- Experience of working in a professional environment that requires high standards of customer service
- Good general level of education including GCSE equivalent qualifications in English and Maths
- Able to use own initiative and solve problems quickly
- Evidence of computer literacy and keyboard skills
- Organised and systematic & able to manage systems and processes in line with organisational policy and procedures
Desirable
- Experience of working in healthcare / NHS
- Experience in managing people and processes
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions 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.
Employer details
Employer name
BrisDoc Healthcare Services
Address
Unit 21 Osprey court
Hawkfield Business Park, Whitchurch
Bristol
BS14 0BB