Job responsibilities
Job Title: Hub Services Supervisor
Team: Contact Centre Hub
Base Location: Unit 2, Bradley
Line Manager: Contact Centre Operations Team Manager
Staff Group: Non Clinical Contact Centre
DBS Check Level Required: Basic Check
Vaccination Requirement Statement:
- Covid19 double vaccination not required but recommended.
- This job has been rated as Low Risk for requiring Hepatitis B immunisation.
- Flu jab recommended and will be offered.
Job Purpose:
1. To provide real time supervisory support to Hub services, in order to meet relevant contractual and performance standards - within both organisational and financial frameworks - at all times. To undertake duties as necessary and ensure that all necessary activities have been completed by the end of the Supervisor shift.
2. To ensure that all diaries are maximized and that appointments are filled, via real time management
3. To ensure that rota sessions are defined and staffed accordingly, as required.
4. To ensure that all services comply with the Care Quality Commission framework and Local Care Direct quality standards at all times, in order to promote continuous improvement and development.
5. To take appropriate and immediate action where work performance falls below the defined standard, ensuring that relevant Key Performance Indicators are met wherever possible.
6. To work closely with Duty Managers & Operations Team Manager to deliver a seamless service to patients acting as the main first line contact point relevant services.
7. To monitor referral inboxes and ensure that all referrals and queries are dealt with promptly and appropriately, within relevant target timescales.
8. To provide real time support to the Duty Managers
9. To monitor the workloads of the clinical and non clinical teams to ensure target timescales are met and to escalate to Duty Managers when target timescales are at risk of being breached.
10. Establish and maintain up-to-date and accurate information regarding access to NHS treatment in Yorkshire and Humber. To ensure that such information is made available to patients as appropriate.
11. To be responsible for maintaining all service procedures and ensuring that these are correct and up-to-date. To ensure that hub staff maintain good housekeeping.
12. Training of Contact centre Agents, to include on the job training e.g. SystmOne, Horizon.
13. Regular auditing of Contact Centre Agents and telephone calls, against agreed indicators and real time as necessary.
14. To assist the Operations Team Manager & Duty Managers as required.
KEY PRINCIPLES
General
- To contribute to the development of Local Care Direct and to support managers in the implementation of new or changed services which impact on LCD.
- To help provide cover for other Manager absences and to support other managers as required e.g. in the testing and delivery of business continuity and contingency plans.
Team
- To develop appropriate mechanisms for staff communications plus feedback.
- To involve members of the Hub team in identifying means of improving the service for the benefit of patients and treatment providers, as appropriate.
Organisational
- To uphold and promote Local Care Direct values and ensure these are translated into working practices and service design
- To maintain the highest standards of conduct.
- To contribute to the development of the organisation and ensure it remains fit for purpose at all times.
COMMUNICATIONS & RELATIONSHIPS
- To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.
- To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.
- To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.
PATIENT CARE
- To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
- To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.
FINANCIAL RESOURCES
- To support the Operations Manager as required, in order to ensure that budgets include appropriate funding and that best value for money is achieved.
- To provide input to the production of business cases as required.
- To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.
CONFIDENTIALITY
To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.
TRAINING
- To support with on the job training for members of the Hub team.
- To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.
INFECTION PREVENTION AND CONTROL
Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.
SAFEGUARDING
Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
MANAGING SELF
- Ensure that relevant professional practice is evidence based and current.
- Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.
- Ensure that mandatory training is up to date and participate in training as appropriate.
- Effectively utilise time management, organisational, co-ordination and if required - management skills.
- Identify own professional development needs through the Personal Development Review process (PDR).
The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.
