Job summary
An exciting opportunity has arisen to join the OneCall team as a Lead Coordinator.
We are looking for an enthusiastic and experienced candidateto join our team to provide a lead role in the training, administration, support and development of OneCall staff and ensuring the delivery of an effective, positive & professional service.
TheLead Coordinator isan exciting and autonomous role supported by the Team Lead and the Senior Clinical Assessors.
You will possess a positive and supportive skillset, with the ambition and drive to train, enthuse and support the skills, competencies and knowledge of a team of coordinators and administrators, ensuring they have the tools to deliver the right care at the right time, compassionately and effectively, to the service users of OneCall in West Sussex.
You will possess excellent communication skills to enable you to positively engage with multidisciplinary teams and be able to support, enhance and lead a team of coordinators to achieve success.
Main duties of the job
The Lead Coordinator will be responsible for a wide range of duties, supporting the Team Lead with, including but not limited to; Staff Training, Supervisions, Call Monitoring, Audits, Requests for Information, Record Keeping, Appraisals & Ongoing Training Needs, Monitoring of Staff Activity, Problem-Solving and ensuring that Team Rosters are both complete & compliant, in amongst other duties as required.
As Lead Coordinator, you will also be required to answer the phones in a professional and timely manner as required by the needs of the service, showing leadership by demonstration and you will be a key part of ensuring that there is a positive and supportive culture, with patients at the heart of everything we do in OneCall.
About us
As the largest provider of community healthcare services in Sussex, our teams help people to plan for and manage changes to their health, supporting patients and their families to live more independently. We employ around 5000 staff and provide community services to a population of 1.3 million people.
Our vision is to provide excellent care at the heart of the community and achieving the highest level of service is our top priority.We develop and nurture our staff and recognise that they are our greatest asset.
We give them clear career pathways, support their wellbeing, recognise, and value their diversity and provide them with the leadership, skills, and knowledge they need to deliver the best care for our patients now and in the future.
- Positive staff survey results
- The Care Quality Commission (CQC) rates our quality of services as good with outstanding features
- Ranked in the top 120 best places to work (accredited by HSJ Best Places to Work)
- Ranked outstanding and in top 10 of the national 'Learning from mistakes' league
- Stunning locations in Sussex, surrounded by the South Downs and the coast
- A great working environment in the community, in patients homes and our community hospitals
- Excellent training and development opportunities
- A Living Wage Employer with great rates of pay
- Flexible working options including overtime
- Supportive team environment
- Cost effective and convenient workplace nurseries
- Staff networks: LGBT, BAME, Religion and Belief and Disability
Job description
Job responsibilities
- To act as a key point of contact for the OneCall service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information.
- To provide business support, project management support and specialist administrative services to the Team Lead and team.
- To ensure that the service is supported operationally and clinically managed through the use of appropriate systems, procedures, and processes.
- To ensure the calls are answered promptly, safely and with care, compassion, and professional standards of communication. Awareness of the need to manage call queues is essential, acting promptly to ensure the needs of callers and staff are both met. The successful candidate will work alongside a team of Senior Clinical Assessors, Clinical Assessors, Coordinators and Administrators to ensure this is achieved.
- The post holder will work closely with the OneCall Team Lead and team across both sites. They will need to communicate on a regular basis with the OneCall Team as well as being required to liaise with staff and managers from other Sussex Community NHS Foundation Trust Services including IT, Telecommunications and Purchasing. These discussions will include matters relating to service delivery, in particular activity data and qualitative feedback to provide reasons why service delivery is being or has been challenged.
Job description
Job responsibilities
- To act as a key point of contact for the OneCall service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information.
- To provide business support, project management support and specialist administrative services to the Team Lead and team.
- To ensure that the service is supported operationally and clinically managed through the use of appropriate systems, procedures, and processes.
- To ensure the calls are answered promptly, safely and with care, compassion, and professional standards of communication. Awareness of the need to manage call queues is essential, acting promptly to ensure the needs of callers and staff are both met. The successful candidate will work alongside a team of Senior Clinical Assessors, Clinical Assessors, Coordinators and Administrators to ensure this is achieved.
- The post holder will work closely with the OneCall Team Lead and team across both sites. They will need to communicate on a regular basis with the OneCall Team as well as being required to liaise with staff and managers from other Sussex Community NHS Foundation Trust Services including IT, Telecommunications and Purchasing. These discussions will include matters relating to service delivery, in particular activity data and qualitative feedback to provide reasons why service delivery is being or has been challenged.
Person Specification
Qualifications and/or Professional Registration
Essential
- GCSE level (or equivalent)
Desirable
- Good understanding and evidence of change management through development and implementation of administration and service procedures
- Experience in management of recruitment and local HR issues
Skills and Knowledge
Essential
- Ability to lead, motivate, train and supervise a team of staff
- Excellent communication and interpersonal skills/ telephone manner
- Ability to plan, allocate, prioritise and monitor own and team tasks in the short term and efficiently deal with conflicting demands
Desirable
- Knowledge of NHS Policies and Procedures particularly relating to employment issues
- Knowledge of the work of a Community Trust
Experience
Essential
- Experience in using Microsoft Office packages including Word, Excel, Outlook, Access and PowerPoint at Advanced Level
- Experience of working within a target driven or health setting
Desirable
- Development and management of administrative systems, including complex databases
- Good understanding and evidence of change management through development and implementation of administration and service procedures
Other Requirements
Essential
- Ability to work flexibly within a shift pattern
- There may be requirement to travel to other Trust sites to attend meetings
Equal Opportunities
Essential
- An understanding of the principles of equal opportunities in relation to staff and patients
Person Specification
Qualifications and/or Professional Registration
Essential
- GCSE level (or equivalent)
Desirable
- Good understanding and evidence of change management through development and implementation of administration and service procedures
- Experience in management of recruitment and local HR issues
Skills and Knowledge
Essential
- Ability to lead, motivate, train and supervise a team of staff
- Excellent communication and interpersonal skills/ telephone manner
- Ability to plan, allocate, prioritise and monitor own and team tasks in the short term and efficiently deal with conflicting demands
Desirable
- Knowledge of NHS Policies and Procedures particularly relating to employment issues
- Knowledge of the work of a Community Trust
Experience
Essential
- Experience in using Microsoft Office packages including Word, Excel, Outlook, Access and PowerPoint at Advanced Level
- Experience of working within a target driven or health setting
Desirable
- Development and management of administrative systems, including complex databases
- Good understanding and evidence of change management through development and implementation of administration and service procedures
Other Requirements
Essential
- Ability to work flexibly within a shift pattern
- There may be requirement to travel to other Trust sites to attend meetings
Equal Opportunities
Essential
- An understanding of the principles of equal opportunities in relation to staff and patients
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).
