Job summary
An exciting opportunity has arisen to join ELM Alliance LTD. We are a GP federation delivering NHS services to the patients of Redcar, Cleveland and Middlesbrough. We have an excellent opportunity available
for enthusiastic and motivated Centre Leads to work in our services, to include GP Extended Access and Contraception Services.
If you enjoy working directly with
people, dealing with a variety of needs and challenges and have worked in similar roles, we would like to hear from you. Experience of working with Systm One is beneficial.
There are various contracted hours available in both daytime and evening services.
Main duties of the job
The purpose of the role is to:
Support the Service Coordinator/Clinical team in coordinating the day to day management of the delivery hubs during the
GP Extended Access as well as evening and day time work in sexual health services.
The Centre Lead will be an integral member of the team, contributing to the
delivery of a high quality service to our patients.
The Centre Lead will plan ahead to ensure the smooth running of the services and respond to problems as they
arise during delivery hours.
About us
ELM
Alliance Ltd was formed by the GP Practices in 2017 and has approximately 200
people working for us and with us. We deliver NHS services to the patients of
Redcar, Cleveland and Middlesbrough and are wholly owned by the local GP
Practices. Our services include primary care general practice, services to care
homes and community services. From 1st August we will also be delivering a Sexual Health Service. It is an
exciting and dynamic time to come and join our team in delivering a range of services.
Job description
Job responsibilities
Duties and Responsibilities:
The Centre lead will support the Service Coordinator in managing the day to day activities across the four clinical hubs. This includes the coordination of clinical and non-clinical staff and acting as a first point of contact for problems or queries occurring during the service hours.
- Contribute to the training and Induction of locum and new staff within the hubs. Coordination of equipment, supplies and other resources.
- Day to day problem solving including, IT, home visiting cars and premises and escalating to Head of Operational Management as appropriate
- Handling of queries regarding premises and escalating as necessary to the Head of Operational Management as appropriate
- Circulating information about operational policies, ensuring these are accessible to all non-clinical and clinical staff
- Liaising with the other Centre leads and Service Co-ordinators to ensure services run efficiently across the four Clinical hubs.
- Actively contributing to the implementation of escalation/emergency plans at service level
- Support the training of staff in operational procedures and IT systems usage/problem solving
- Provide emergency cover for Receptionist shifts at GP Extended hours and Out of hours hubs including overnights.
- Maintaining accurate records of each staff members hours worked including overtime and staff sickness, liaising with the Rota manager when difficulties occur
- Support the Head of Operational Management in ensuring the services run within budget and meet National Quality Requirements.
- Support the Service Coordinator to continuously monitor demand and patient flows to ensure that patients are dealt with appropriately and in a timely manner.
- Produce and disseminate accordingly for updating/action to Practices sensitive confidential patient information reports on Frequent Callers and Special Notes.
- Support the ongoing development of Operational Policies and Procedures
- Ensure local implementation of all Operational Policies and procedures
- Gather data for regular audits and to support service delivery and review.
- Support the Head of Operational Management and Clinical Directors in investigating complaints and incidents.
- Retrieve appropriate voice recordings
- Obtain required information from non-clinical staff
- Ensure information for patients is available and is handed out in line with GP Extended hours and Out of hours service policies.
- Maintain up to date patient information leaflets in all clinical hubs
- Advise patients of procedures of accessing GP Extended & Out of hours services
- Have specialist knowledge of all IT and telephone systems that are used in the service in order to be able to trouble shoot and resolve problems including Systm1,[SC1] Voice Recording Equipment, general IT equipment housekeeping.
- Support the receptionists to processes personal and telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional
- Ensure that all doctors bags and emergency drugs are fully stocked each shift and the replacement stock list is sent off to the nominated email address at the end of each week.
- Ensure that the emergency trolley is fully stocked and any items used are replaced and that the emergency stock list is completed
- Offer general assistance to all Clinical and non-clinical staff and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Job description
Job responsibilities
Duties and Responsibilities:
The Centre lead will support the Service Coordinator in managing the day to day activities across the four clinical hubs. This includes the coordination of clinical and non-clinical staff and acting as a first point of contact for problems or queries occurring during the service hours.
- Contribute to the training and Induction of locum and new staff within the hubs. Coordination of equipment, supplies and other resources.
- Day to day problem solving including, IT, home visiting cars and premises and escalating to Head of Operational Management as appropriate
- Handling of queries regarding premises and escalating as necessary to the Head of Operational Management as appropriate
- Circulating information about operational policies, ensuring these are accessible to all non-clinical and clinical staff
- Liaising with the other Centre leads and Service Co-ordinators to ensure services run efficiently across the four Clinical hubs.
- Actively contributing to the implementation of escalation/emergency plans at service level
- Support the training of staff in operational procedures and IT systems usage/problem solving
- Provide emergency cover for Receptionist shifts at GP Extended hours and Out of hours hubs including overnights.
- Maintaining accurate records of each staff members hours worked including overtime and staff sickness, liaising with the Rota manager when difficulties occur
- Support the Head of Operational Management in ensuring the services run within budget and meet National Quality Requirements.
- Support the Service Coordinator to continuously monitor demand and patient flows to ensure that patients are dealt with appropriately and in a timely manner.
- Produce and disseminate accordingly for updating/action to Practices sensitive confidential patient information reports on Frequent Callers and Special Notes.
- Support the ongoing development of Operational Policies and Procedures
- Ensure local implementation of all Operational Policies and procedures
- Gather data for regular audits and to support service delivery and review.
- Support the Head of Operational Management and Clinical Directors in investigating complaints and incidents.
- Retrieve appropriate voice recordings
- Obtain required information from non-clinical staff
- Ensure information for patients is available and is handed out in line with GP Extended hours and Out of hours service policies.
- Maintain up to date patient information leaflets in all clinical hubs
- Advise patients of procedures of accessing GP Extended & Out of hours services
- Have specialist knowledge of all IT and telephone systems that are used in the service in order to be able to trouble shoot and resolve problems including Systm1,[SC1] Voice Recording Equipment, general IT equipment housekeeping.
- Support the receptionists to processes personal and telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional
- Ensure that all doctors bags and emergency drugs are fully stocked each shift and the replacement stock list is sent off to the nominated email address at the end of each week.
- Ensure that the emergency trolley is fully stocked and any items used are replaced and that the emergency stock list is completed
- Offer general assistance to all Clinical and non-clinical staff and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Person Specification
Experience
Essential
- Experience of working in Healthcare setting
- Experience in Systm One
- Experience of communicating and managing people
- Experience of working in teams and able to promote a team spirit
- Working in a computer environment and solving problems
- Experience of working with members of the public
Skills and Knowledge
Essential
- A solutions focused approach
- Intelligent with a fast learning ability
- Excellent communication (oral and written) and inter-personal skills
- Ability to multitask
- Ability to listen and empathise
- Delegation and empowerment of staff
- Excellent IT skills
- Leadership skills, including excellent people management skills
- Good time management
- Computer literate
- Problem solving
- Negotiating and managing conflict
- Able to manage change and cope with pressure
- Networking and facilitation
- The ability to implement and execute
- Good sense of humour, personable, affable
- Self-motivating and self-confident able to work with minimal direction
- Adaptable and innovative
- Enthusiastic, with energy and drive
- Gains respect by example and leadership
- Trustworthy, honest, reliable, caring and sympathetic
- Strategic thinking with vision
- Hard working, reliable and resourceful
- Willing to work flexible hours as necessary
Qualifications
Desirable
- Educated to GCSE level or higher
- NVQ Level 3 or equivalent
Person Specification
Experience
Essential
- Experience of working in Healthcare setting
- Experience in Systm One
- Experience of communicating and managing people
- Experience of working in teams and able to promote a team spirit
- Working in a computer environment and solving problems
- Experience of working with members of the public
Skills and Knowledge
Essential
- A solutions focused approach
- Intelligent with a fast learning ability
- Excellent communication (oral and written) and inter-personal skills
- Ability to multitask
- Ability to listen and empathise
- Delegation and empowerment of staff
- Excellent IT skills
- Leadership skills, including excellent people management skills
- Good time management
- Computer literate
- Problem solving
- Negotiating and managing conflict
- Able to manage change and cope with pressure
- Networking and facilitation
- The ability to implement and execute
- Good sense of humour, personable, affable
- Self-motivating and self-confident able to work with minimal direction
- Adaptable and innovative
- Enthusiastic, with energy and drive
- Gains respect by example and leadership
- Trustworthy, honest, reliable, caring and sympathetic
- Strategic thinking with vision
- Hard working, reliable and resourceful
- Willing to work flexible hours as necessary
Qualifications
Desirable
- Educated to GCSE level or higher
- NVQ Level 3 or equivalent
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
