Job summary
LCW are looking for two Operational Team Leaders to join their clinical operations team.This role will support the Service Manager and Deputy Service Manager in the planning, day-today delivery,
and development of the non-clinical components of the Integrated Urgent Care Service.
The post holder
will require flexibility for the hours and be able to travel between the various locations of work across the LCW sites to meet the needs of the
service. This includes a 3-week rolling shift pattern which includes some weekend work and OOH cover.
Main duties of the job
The Operations Team Leaders will work closely with the Service Manager / Deputy Service Manager to
ensure the delivery of a safe, high-quality, cost-effective service. They will have ultimate accountability for
ensuring the areas within their specific responsibility (Hub, Fleet and Drivers / PCC Receptionists) are fit
for purpose, safely resourced, and well managed.
They will be expected to work with other functions to
ensure that the service delivered is of a high-quality. This will include ensuring policies and procedures are
adhered to and the relevant KPIs are monitored and achieved.
Areas of concern will be addressed and/or improved as necessary.
Where LCW has additional or secure
service lines such as extended access, or other similar functions procured in their locality they will assume
responsibility and oversight of the same to drive forward efficiencies and optimise the workflow.
About us
London Central & West is a clinically led, social enterprise provider of integrated urgent care services to the NHS. We are proud that every penny we are paid to deliver services is reinvested in our people and in developing innovative models of urgent and unscheduled care. We work in partnership with NHS Trusts across northwest, north central, and northeast London, caring for up to 4.5 million patients each year.
LCW have an extensive background in providing high quality and patient centred care services across London. In addition, we work with NHS Trusts to provide Urgent Care at hospitals, from GPs to frontline receptionists.
As part of our benefits package, we offer the ability to join the NHS pension scheme and offer an extensive range of NHS discounts. We also have an Employee Assistance Programme and are keen to support staff in their continued professional development.
Our staff make a real difference in the lives of local communities, join us to see for yourself.
Job description
Job responsibilities
The Operations Team Leader will be responsible for:
- Supporting the Service Manager and Deputy Service Manager in the delivery and performance
management of the Integrated Urgent Care service.
- Deputising for the Service Manager or Deputy Service Manager as required.
- Assisting with daily monitoring and delivery of access targets and KPIs.
- Supporting the Service Manager and Deputy Service Manager to deliver the Services to agreed quality
standards ensuring that processes and systems are compliant with external requirements (CQC)
- Being responsible for the day-to-day performance of all staff across the service.
- Line management of a team of operational staff, including the recruitment and retention of staff and performance management.
- Supporting the Service Manage and Deputy Service Manager with the completion of relevant parts of
the monthly LAG Report as directed.
- Ensuring issues relating to GPs providing services to LCW are addressed in real time, such as
timekeeping, professional conduct and non-clinical grievance matters. Escalate concerns to the
Clinical Director and rota team as appropriate.
Job description
Job responsibilities
The Operations Team Leader will be responsible for:
- Supporting the Service Manager and Deputy Service Manager in the delivery and performance
management of the Integrated Urgent Care service.
- Deputising for the Service Manager or Deputy Service Manager as required.
- Assisting with daily monitoring and delivery of access targets and KPIs.
- Supporting the Service Manager and Deputy Service Manager to deliver the Services to agreed quality
standards ensuring that processes and systems are compliant with external requirements (CQC)
- Being responsible for the day-to-day performance of all staff across the service.
- Line management of a team of operational staff, including the recruitment and retention of staff and performance management.
- Supporting the Service Manage and Deputy Service Manager with the completion of relevant parts of
the monthly LAG Report as directed.
- Ensuring issues relating to GPs providing services to LCW are addressed in real time, such as
timekeeping, professional conduct and non-clinical grievance matters. Escalate concerns to the
Clinical Director and rota team as appropriate.
Person Specification
Experience
Essential
- Previous experience working within IUC or previous experience working within a health care setting, or other customer services/patient facing environment.
- Experience of managing data collection and report writing.
- Experience of team supervision or line management.
Desirable
- Experience of working in primary care.
- Knowledge of local primary care services including key stakeholders.
Qualifications
Essential
- Qualified to GCSE level
- Functional skills in literacy, numeracy and IT.
Skills
Essential
- Ability to effectively work on and manage many priorities at one time.
- Exceptional communication skills
- Competent in the use of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
- Understands the principle of confidentiality and can work accordingly to maintain
- confidentiality.
Person Specification
Experience
Essential
- Previous experience working within IUC or previous experience working within a health care setting, or other customer services/patient facing environment.
- Experience of managing data collection and report writing.
- Experience of team supervision or line management.
Desirable
- Experience of working in primary care.
- Knowledge of local primary care services including key stakeholders.
Qualifications
Essential
- Qualified to GCSE level
- Functional skills in literacy, numeracy and IT.
Skills
Essential
- Ability to effectively work on and manage many priorities at one time.
- Exceptional communication skills
- Competent in the use of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
- Understands the principle of confidentiality and can work accordingly to maintain
- confidentiality.
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.
