Job summary
Welcome to FCMS!
The
Care
Coordination and Virtual Care Operational
Specialist is a new role in FCMS. Using experience and knowledge of service
delivery, alongside the Operational Manager, you will be responsible for the
smooth running of our services on a routine basis, with visible management and
leadership of service delivery teams.
Main duties of the job
The
Care Coordination Hub Operational Specialist will be mainly responsible for
supporting the Care Coordination Hub, however, will also be required at times
to support the wider services within the Virtual Care services, supporting the
Virtual Care Operational Manager in providing our staff the correct environment
(physical and non-physical) to deliver exceptional healthcare.
With
a focus on day-to-day service provision, you will ensure that the Care
Coordination hub is able to meet the demands of commissioners (KPIs and
Quality) the volatile, unpredictable nature of Urgent and Emergency Care
(capacity & demand Management) and the expectations of patients.
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
Job description
Job responsibilities
- To provide compassionate, effective, and visible management and leadership to the Care Coordination hub team and supporting the wider Virtual care services/
- To ensure good people management practices and that effective & supportive team-working is felt across the Virtual Care business unit.
- To role model a learning and coaching culture based on openness, learning and continuous improvement that supports continuing personal development.
- To encourage staff members to take personal responsibility and ensure they have the necessary autonomy to deliver excellent healthcare services in a busy high-pressure environment.
- To be responsible for the day-to-day support of the Care Coordination hub and wider services.
- To support the Care coordination team on a day-to-day basis with knowledge and expertise of software, system and equipment use.
- To work closely with shift managers to ensure that patients journeys are quick and effective.
- To be part of a network of staff providing senior management on call cover in the out of hours period on a rotational basis, including supporting at weekends & bank holidays on a rotational basis
- To work with the CATs Lead and Virtual Operational Manager to ensure that the Virtual business unit meets (as a minimum) national standards, contractual obligations and KPIs, and where this is not achieved plans are created, actioned and monitored to ensure compliance.
- To work alongside the CATs Lead, Virtual Operational Manager and Place Based Care colleagues to ensure that where commissioned services span both Business Units that delivery is seamless and supportive of each other, and patient journeys are safe, quick and cost effective.
- To contribute and knowledge and skill to staff planning ensuring rotas are appropriately staffed and that on the day and short notice issues that affect capacity are managed in real time to minimise impact on service delivery.
- To contribute knowledge and skill, working with the Virtual Operational Manager and Business Intelligence Team to develop (and use) operational dashboards that can be used to understand the operational activity of the department, that aids operational management and planning.
- To contribute knowledge and skill, working with the Virtual Operational Manager and Business Intelligence Team to ensure KPI and Quality data and reports are produced on time and are an accurate reflection of the work undertaken.
- To continually assess our service processes, policies, and procedures to ensure that improvements or efficiencies are continually identified, and changes are made to improve service delivery or organisational performance where appropriate.
- To work with Virtual Operational Manager and CAS staff so that we can evidence the positive impact, clinical and non-clinical of the work we do.
- To contribute operational expertise and service knowledge to the development of organisational transformation.
- To work with the wider organisation to continually develop our service offer; ensuring patient journeys are continually enhanced, operational efficiencies gained, or clinical quality is improved through technological, operational, or human improvement.
- To work with the wider organisation to implement new technologies or processes, supporting the roll out and mobilisation phase of projects or new business, supporting a smooth transition to business as usual.
- To ensure good communication and coordination with wider health and social care communities, including (but not exclusive) ICB, NWAS, YAS, UCR teams, EDs, SDEC, tertiary centres, PCNs etc, supporting our reputation as a reliable deliverer of care.
- To support the training of new staff and ongoing personal development.
- To actively participate in Clinical Governance processes, including: all clinical audit, complaints SUIs, reporting of incidents and near misses
- To oversee the ordering of inventory, and management of supplies to support the day-to-day delivery of services.
- To be to work with the Virtual Operational Manager in managing the department budget.
- To contribute operational knowledge and expertise in the development of annual budgets.
- To have the ability to flex with an emergent corporate strategy that will constantly be influenced by external factors and political changes.
The above list of duties and responsibilities is not intended to be fully comprehensive and may be amended to take account of changing circumstances or requirements following consultation with the post holder.
Job description
Job responsibilities
- To provide compassionate, effective, and visible management and leadership to the Care Coordination hub team and supporting the wider Virtual care services/
- To ensure good people management practices and that effective & supportive team-working is felt across the Virtual Care business unit.
- To role model a learning and coaching culture based on openness, learning and continuous improvement that supports continuing personal development.
- To encourage staff members to take personal responsibility and ensure they have the necessary autonomy to deliver excellent healthcare services in a busy high-pressure environment.
- To be responsible for the day-to-day support of the Care Coordination hub and wider services.
- To support the Care coordination team on a day-to-day basis with knowledge and expertise of software, system and equipment use.
- To work closely with shift managers to ensure that patients journeys are quick and effective.
- To be part of a network of staff providing senior management on call cover in the out of hours period on a rotational basis, including supporting at weekends & bank holidays on a rotational basis
- To work with the CATs Lead and Virtual Operational Manager to ensure that the Virtual business unit meets (as a minimum) national standards, contractual obligations and KPIs, and where this is not achieved plans are created, actioned and monitored to ensure compliance.
- To work alongside the CATs Lead, Virtual Operational Manager and Place Based Care colleagues to ensure that where commissioned services span both Business Units that delivery is seamless and supportive of each other, and patient journeys are safe, quick and cost effective.
- To contribute and knowledge and skill to staff planning ensuring rotas are appropriately staffed and that on the day and short notice issues that affect capacity are managed in real time to minimise impact on service delivery.
- To contribute knowledge and skill, working with the Virtual Operational Manager and Business Intelligence Team to develop (and use) operational dashboards that can be used to understand the operational activity of the department, that aids operational management and planning.
- To contribute knowledge and skill, working with the Virtual Operational Manager and Business Intelligence Team to ensure KPI and Quality data and reports are produced on time and are an accurate reflection of the work undertaken.
- To continually assess our service processes, policies, and procedures to ensure that improvements or efficiencies are continually identified, and changes are made to improve service delivery or organisational performance where appropriate.
- To work with Virtual Operational Manager and CAS staff so that we can evidence the positive impact, clinical and non-clinical of the work we do.
- To contribute operational expertise and service knowledge to the development of organisational transformation.
- To work with the wider organisation to continually develop our service offer; ensuring patient journeys are continually enhanced, operational efficiencies gained, or clinical quality is improved through technological, operational, or human improvement.
- To work with the wider organisation to implement new technologies or processes, supporting the roll out and mobilisation phase of projects or new business, supporting a smooth transition to business as usual.
- To ensure good communication and coordination with wider health and social care communities, including (but not exclusive) ICB, NWAS, YAS, UCR teams, EDs, SDEC, tertiary centres, PCNs etc, supporting our reputation as a reliable deliverer of care.
- To support the training of new staff and ongoing personal development.
- To actively participate in Clinical Governance processes, including: all clinical audit, complaints SUIs, reporting of incidents and near misses
- To oversee the ordering of inventory, and management of supplies to support the day-to-day delivery of services.
- To be to work with the Virtual Operational Manager in managing the department budget.
- To contribute operational knowledge and expertise in the development of annual budgets.
- To have the ability to flex with an emergent corporate strategy that will constantly be influenced by external factors and political changes.
The above list of duties and responsibilities is not intended to be fully comprehensive and may be amended to take account of changing circumstances or requirements following consultation with the post holder.
Person Specification
Qualifications
Essential
- Equivalent training in administration.
Desirable
- Evidence of further study
- Educated to GCSE/O Level standard including
- English Language and Mathematics
Experience
Essential
- Experience of working with IT systems
- Administrative experience
- Telephony experience
- Experience of working in an office environment
Desirable
- Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society.
- Experience of Adastra and/or other clinical systems
- Experience of working with Clinicians
Other
Essential
- Good literacy and numeracy skills.
- Excellent organisational skills.
- Ability to manage and prioritise own workload.
- Ability to work under pressure and remain calm and focussed.
Skills, Knowledge and Competencies
Essential
- Information Governance understanding and awareness.
- Effective communication skills, both verbal and written
- Sound working knowledge of Microsoft packages including, Word, Excel, and email.
Desirable
- Administration qualifications
Person Specification
Qualifications
Essential
- Equivalent training in administration.
Desirable
- Evidence of further study
- Educated to GCSE/O Level standard including
- English Language and Mathematics
Experience
Essential
- Experience of working with IT systems
- Administrative experience
- Telephony experience
- Experience of working in an office environment
Desirable
- Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society.
- Experience of Adastra and/or other clinical systems
- Experience of working with Clinicians
Other
Essential
- Good literacy and numeracy skills.
- Excellent organisational skills.
- Ability to manage and prioritise own workload.
- Ability to work under pressure and remain calm and focussed.
Skills, Knowledge and Competencies
Essential
- Information Governance understanding and awareness.
- Effective communication skills, both verbal and written
- Sound working knowledge of Microsoft packages including, Word, Excel, and email.
Desirable
- Administration qualifications
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.
