Job summary
Mastercall Healthcare is social enterprise organisation. Our
mission is to achieve excellence in the care of our patients, providing a safe
and caring high-quality service that is easily accessible. We provide several
innovative out of hospital services, that have patients at the forefront of
every service we provide.
An exciting opportunity has arisen to appoint permanent part
time Trafford Shift Lead, to work at Trafford General hospital. We work on a
two-week rota, and we have approximately 30 hours per week available on the
following set shift available
Every Week
Tuesday 13.00- 18.00
Wednesday 13.00 -18.00
Friday 07.30 -13.00
Friday 13.0018.00
Week 1
Thursday 13.00-18.00
Sunday 13.00-18.00
Week 2
Thursday 07.30-13.00
Thursday 13.00- 18.00
Rate of Pay £16.04 to £18.58 per hour
Main duties of the job
The overall
responsibility of a Shift Lead is to manage and coordinate the operational
needs of the Trafford Primary Care Centre, ensuring services are delivered in a
safe and efficient manner at all times. Including the supervision of staff,
training, mentoring and peer support to all staff/employees and contractors.
Daily you will
work in collaboration with the management team to ensure patient flow is
streamlined and efficient and that we are operating within key performance
indicators, as well as any necessary administration duties.
You will liaise
closely with the Shift Leads at Stockport and The Management Team at Trafford
as well as the Operations Manager and Assistant Managers to ensure the smooth
and efficient supervision of the services during operational hours.
About us
Mastercall Healthcare has over 29 years experience as an
innovative, highly performing, award-winning Social Enterprise organisation.
We are passionate about providing the very best patient care
at the very best place for the patient.
Our Social Value ethos commits us to ensuring the very best
use of the public pound, maximising the return on investment of our
commissioners, and supporting the NHS deliver affordable, effective, safe
patient centred services.
Our purpose is to ensure that we deliver safe, high quality,
patient centred services that support people to live and age well. We are here
to support our community and our health and social care partners. We provide a
range of highly effective urgent primary care services that support hospital
admission avoidance and early supported discharge from hospital where
clinically safe and appropriate.
Employee benefits include:
Living Wage Employer
NHS Pension Scheme
NHS Fleet
NHS Blue light card/Discount scheme
Flexible working
Career development
Competitive rates of pay
Generous holiday entitlement, long service enhancements and
the option to purchase additional l eave
Wellbeing schemes
Job description
Job responsibilities
Trafford Shift Lead duties will include, but are not limited to:
Systems/ General
- Be the first point of contact for queries on shift, from staff and patients. Frontline supervision of staff and organisation of rooms/staffing/ patient flow etc (oversee and organise the shift in accordance with service requirements)
- Be the first point of contact for complaints on shift and deal with issues in an appropriate manner. Have an up-to-date knowledge of complaints procedures and timescales
- Liaise with clinicians to ensure all patients are dealt with in an appropriate manner and timeframe
- Act as a point of contact for signposting patients to other services as necessary
- Ascertain and maintain sound knowledge and understanding of the communication systems and office/computer/fax equipment.
- Report any incidents, complaints and compliments on the incident reporting system and to the management team in a timely fashion
- Take a proactive position, working flexibly to help facilitate any future/necessary changes within the department
- To facilitate with any administration and documentation required
- Take responsibility to resolve issues and undertake the first stages of disaster recovery procedures/escalation as necessary- contacting Managers in the event of a crisis
Staffing/People
- Promote good working relationships, maintaining a professional manner at all times.
- To give a full and concise handover/report to colleagues
- Report sickness absenteeism in line with policies and procedures
- Assist with covering the rota in the event of absenteeism
- Attend regular group meetings with the management team
- Report/raise any staffing issues in a professional manner, liaising with Human Resources and Managers as appropriate
Organisational/ Policies and Procedures
- Work in accordance with IG principles
- To keep up to date of all Mastercall policies and procedures.
- To uphold and promote Dignity in Care for colleagues and patients alike
- Undertake any other duties that are within your skills and capabilities
Continuous Professional Development. The post holder will be expected to undertake ongoing personal, clinical and professional development in line with the responsibilities of the post. Responsible for developing and sustaining own knowledge, management, and skills (as appropriate) and professional awareness and maintain a professional profile. Accountable for and maintain own competence to practice along with compliance of mandatory training.
Job description
Job responsibilities
Trafford Shift Lead duties will include, but are not limited to:
Systems/ General
- Be the first point of contact for queries on shift, from staff and patients. Frontline supervision of staff and organisation of rooms/staffing/ patient flow etc (oversee and organise the shift in accordance with service requirements)
- Be the first point of contact for complaints on shift and deal with issues in an appropriate manner. Have an up-to-date knowledge of complaints procedures and timescales
- Liaise with clinicians to ensure all patients are dealt with in an appropriate manner and timeframe
- Act as a point of contact for signposting patients to other services as necessary
- Ascertain and maintain sound knowledge and understanding of the communication systems and office/computer/fax equipment.
- Report any incidents, complaints and compliments on the incident reporting system and to the management team in a timely fashion
- Take a proactive position, working flexibly to help facilitate any future/necessary changes within the department
- To facilitate with any administration and documentation required
- Take responsibility to resolve issues and undertake the first stages of disaster recovery procedures/escalation as necessary- contacting Managers in the event of a crisis
Staffing/People
- Promote good working relationships, maintaining a professional manner at all times.
- To give a full and concise handover/report to colleagues
- Report sickness absenteeism in line with policies and procedures
- Assist with covering the rota in the event of absenteeism
- Attend regular group meetings with the management team
- Report/raise any staffing issues in a professional manner, liaising with Human Resources and Managers as appropriate
Organisational/ Policies and Procedures
- Work in accordance with IG principles
- To keep up to date of all Mastercall policies and procedures.
- To uphold and promote Dignity in Care for colleagues and patients alike
- Undertake any other duties that are within your skills and capabilities
Continuous Professional Development. The post holder will be expected to undertake ongoing personal, clinical and professional development in line with the responsibilities of the post. Responsible for developing and sustaining own knowledge, management, and skills (as appropriate) and professional awareness and maintain a professional profile. Accountable for and maintain own competence to practice along with compliance of mandatory training.
Person Specification
Qualifications
Essential
- You must have full right to work in the UK as we are unable to offer visa sponsorship or visa extension for this role.
- Educated to GCSE or other certificates of general education
Desirable
- Customer care or management qualification
Experience
Essential
- Experience of working with patients
- Experience of leading and managing a team
- Excellent communication skills both written and verbal can communicate at all levels using excellent interpersonal skills.
- Competent in use Microsoft office and email ability to adapt to other software
- Good working knowledge of using a phone system
- Experience of managing and delivering successful performance indicators
Desirable
- Working in a call centre environment
- Knowledge of Adastra and Rota master
General Qualities
Essential
- Take responsibility for decisions and actions taken
- Ability to remain calm under pressure demonstration motivation, reliable and Flexible, approach
- Strong team player commitment to team working and development of others
- Passionate and commitment to achieving results and providing excellent service
- Self- aware and ensures own behaviours and attitudes impact positively on others
- Committed and willingness to undergo education/training for self -development and service needs
Person Specification
Qualifications
Essential
- You must have full right to work in the UK as we are unable to offer visa sponsorship or visa extension for this role.
- Educated to GCSE or other certificates of general education
Desirable
- Customer care or management qualification
Experience
Essential
- Experience of working with patients
- Experience of leading and managing a team
- Excellent communication skills both written and verbal can communicate at all levels using excellent interpersonal skills.
- Competent in use Microsoft office and email ability to adapt to other software
- Good working knowledge of using a phone system
- Experience of managing and delivering successful performance indicators
Desirable
- Working in a call centre environment
- Knowledge of Adastra and Rota master
General Qualities
Essential
- Take responsibility for decisions and actions taken
- Ability to remain calm under pressure demonstration motivation, reliable and Flexible, approach
- Strong team player commitment to team working and development of others
- Passionate and commitment to achieving results and providing excellent service
- Self- aware and ensures own behaviours and attitudes impact positively on others
- Committed and willingness to undergo education/training for self -development and service needs
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.
