Shift Leader

FCMS

The closing date is 14 May 2025

Job summary

Welcome to FCMS!We are a dynamic organisation, committed to sustaining our organisational longevity and doing the very best for the people that we serve (both patients and staff). This means not accepting the status quo and questioning whether we can do things differently and better at every opportunity.

We are looking for an enthusiastic and dedicated Shift Leader to join our Doncaster team. Ideally you will already have a knowledge of Healthcare systems and services alongside the ability to lead and implement projects with enthusiasm, maintain effective working relationships both internally and externally via strong communication skills and be able to maintain a calm and balanced outlook whilst under pressure.

Hours:Full time or Part Time hours considered (Covering 22 hours per week on a 4-week rota) Various working shift pattens to cover duties on Monday to Friday plus weekends.

Pay: £13.72 plus evening / weekend/bank holiday enhancements

Main duties of the job

Our Urgent & Emergency Care services in Doncaster continue to grow and this appointment will support Operations in maintaining and developing high quality urgent care services in Doncaster. Working closely with the Deputy Head of Urgent Care Operations, your role will be the front facing manager of the Emergency care services in Doncaster. You will be the first point of contact for all staff including receptionist, drivers, call handlers and clinical staff including Emergency Care Practitioners and GPs during your shift.

About us

The ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services.

Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.

Come and be a part of our amazing team!

We offer NHS Pension

Cycle to Work Scheme

Career Development Opportunities

Attendance Bonus

Staff Benefit Scheme

Free Tea & Coffee

Eye Care Contributions

Date posted

30 April 2025

Pay scheme

Other

Salary

£13.72 an hour plus evening / weekend/bank holiday enhancements

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

U0051-25-0053

Job locations

Same Day Health Centre

South Parade

Doncaster

South Yorkshire

DN1 2DJ

Job description

Job responsibilities

RESPONSIBILITIES - Key areas of responsibility will include:

Service Delivery - Operations

Monitor and support the Operational team during the Out of Hours period

Develop in depth operational knowledge around running of shifts to enable identification of service delivery needs and support required

Monitor and co-ordinate staff breaks

Understand relevant Key Performance Indicators (KPIs) applicable to services

Monitoring service activity to ensure compliance with KPIs

Provide a clear handover at the end of the shift to Operational teams highlighting any area needing immediate action or follow up

Provide a professional and high-quality call management service on behalf of local health care services including district nurses and GP practices

Management of patients face to face in any of our services and ensure that they are correctly registered using nationally recognised software alongside identifying the appropriate care setting

Receiving, recording and processing information accurately utilising nationally recognised software. You may utilise a telephone with headset to facilitate input of data whilst managing a call

Adhere to pharmacy protocols and attend relevant training to be able to support clinicians

Initiate Business Continuity Plans (BCPs) and other major incident plans where required

Act as first line contact for any complaints which you may receive on shift and resolve if possible or escalate where required. To be able to gather essential information quickly and accurately whilst remaining polite and courteous

Follow policies and procedures at all times and ensure any revisions as a result of investigations or complaints are adopted

Engage and work with external stakeholders e.g. Yorkshire Ambulance Service and Trust personnel to ensure an integrated approach around patient care

Attend regular training and staff meetings

Support and train any new staff members

Administrative duties as required

To work across a variety of shift patterns from daytime, evenings, overnight, weekends and Bank Holidays 365 days per year, being flexible to provide support cover in the event of holidays and sickness

Information Systems:

Understand all systems relevant to Operations including understanding of data fields and sources. Ensure escalation and resolution of issues affecting the running of services where required

Work with IT support team and Adastra to improve understanding

Protect confidentiality of records transmitted to external stakeholders and operate within the principles of Data Protection and relevant local guidelines (Caldicott Principles)

Ensure confidentiality on all matters relating to patients and do not release any information to anyone other than those acting in an official capacity

Patient Engagement & Satisfaction:

Understand patient satisfaction measures and encourage patients to provide feedback around service

Clinical Governance:

Work with the Deputy Head of Urgent Care Business Quality & Improvement, Head of Urgent Care and clinical leads to ensure compliance with CQC standards and quality standards within commissioned contracts

Have knowledge and understanding of all FCMS policies and procedures to ensure compliance across the services

Training and Support

Participate in any relevant training and continuously identify training needs to assist your personal development with your line manager.

GENERAL:

Be credible at all times whilst upholding our values

Build trust with all relevant stakeholders, always acting as an ambassador for the business

Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

DBS - The role is subject to a DBS check which will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.