Job summary
If you're passionate about making a difference in patient care and thrive in a fast-paced, team-oriented environment, this is a great opportunity to step into a leadership role at the heart of primary care operations.As a Shift Lead in the Doctors Surgery Call Hub, you'll play a key role in supporting patients, guiding staff, and driving service quality all while developing your own leadership and problem-solving skills in a rewarding healthcare setting.
Please note this role is maternity cover for 1 year. Shifts are based between the hours of 07:30am - 18:45pm, Monday - Friday.
Main duties of the job
Lead and supervise the daily operations of the Doctors Surgery Call Hub during assigned shifts, ensuring high-quality patient call handling, effective team coordination, and adherence to clinical and operational protocols. The Shift Lead will act as the first point of contact for staff queries, including speaking to patients/relatives as a channel of escalation in challenging situations, driving performance and supporting continuous improvement with the call hub team leader.
About us
We are a collaborative, innovative organisation committed to high-quality patient care and professional development. You'll be part of acollaborative, fast-paced team that plays a crucial role in supporting patient access, triage, and information flow within the healthcare system.
Job description
Job responsibilities
Team Leadership & Supervision
- Lead and support the call hub team during shifts, providing guidance, motivation, and support to ensure high morale and productivity.
- Manage shift resources effectively, including staffing levels and break scheduling.
- Monitor call handling, response times, and patient experience standards.
- Acting as a point of escalation when patients / relatives want to speak to a superior.
Operational Management
- Ensure all incoming patient calls are managed in line with established protocols and clinical governance standards.
- Coordinate with clinical and administrative teams to resolve complex or escalated calls.
- Maintain accurate records of shift activities and incidents.
Quality & Compliance
- Monitor adherence to safeguarding, confidentiality, and data protection policies.
- Identify and escalate issues impacting service quality or patient safety.
- Support training and development by identifying team training needs and facilitating learning opportunities.
Communication & Reporting
- Serve as the primary point of contact for shift-related queries from team members and other departments.
- Provide timely feedback and reports to management regarding shift performance, challenges, and staffing needs.
- Participate in team meetings and contribute to ongoing service improvement initiatives.
Job description
Job responsibilities
Team Leadership & Supervision
- Lead and support the call hub team during shifts, providing guidance, motivation, and support to ensure high morale and productivity.
- Manage shift resources effectively, including staffing levels and break scheduling.
- Monitor call handling, response times, and patient experience standards.
- Acting as a point of escalation when patients / relatives want to speak to a superior.
Operational Management
- Ensure all incoming patient calls are managed in line with established protocols and clinical governance standards.
- Coordinate with clinical and administrative teams to resolve complex or escalated calls.
- Maintain accurate records of shift activities and incidents.
Quality & Compliance
- Monitor adherence to safeguarding, confidentiality, and data protection policies.
- Identify and escalate issues impacting service quality or patient safety.
- Support training and development by identifying team training needs and facilitating learning opportunities.
Communication & Reporting
- Serve as the primary point of contact for shift-related queries from team members and other departments.
- Provide timely feedback and reports to management regarding shift performance, challenges, and staffing needs.
- Participate in team meetings and contribute to ongoing service improvement initiatives.
Person Specification
Experience
Essential
- Previous experience in a healthcare call centre or patient-facing role, ideally within primary care or urgent care services.
- Proven leadership or supervisory experience in a fast-paced, high-pressure environment.
- Familiarity with medical terminology and patient confidentiality principles
Skills
Essential
- Strong communication, problem-solving, and conflict-resolution skills
- Ability to work independently and as part of a team
- IT proficiency with call management and CRM systems
Person Specification
Experience
Essential
- Previous experience in a healthcare call centre or patient-facing role, ideally within primary care or urgent care services.
- Proven leadership or supervisory experience in a fast-paced, high-pressure environment.
- Familiarity with medical terminology and patient confidentiality principles
Skills
Essential
- Strong communication, problem-solving, and conflict-resolution skills
- Ability to work independently and as part of a team
- IT proficiency with call management and CRM systems
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.
