Job summary
The Shift Leader plays a key role in
overseeing and coordinating service delivery across all NEMS sites during Out
of Hours periods.
This role ensures that service delivery
meets contractual and quality standards by overseeing operational and clinical activity,
managing demand, and maintaining clear communication between teams, clinical
colleagues, and external partners.
The Shift Leader will take a proactive
approach to workload management, staff deployment, and patient safety
throughout the shift. This is a dynamic
and varied role requiring strong leadership, sound decision-making, and
excellent communication skills.
Main duties of the job
Main Duties of the Job:
Operational Management
- Oversee demand and workflow across all four NEMS sites during the shift.
- Manage home visits and patient transport to ensure timely and safe service delivery.
- Maintain oversight of service demand, responding proactively to peaks by reallocating staff or adjusting priorities as needed.
- Liaise closely with the Clinical Team Coordinator (CTC) to ensure safe and effective patient care.
- Adhere to instructions and guidance from the On-Call Manager and Clinical Management Team.
- Ensure the appropriate and consistent use of telephony and IT systems across the service.
Staff Leadership & Support
- Mobilise staff resources effectively in response to fluctuating demand.
- Provide leadership, guidance, and operational support to all staff on duty.
- Offer assistance and mentorship to new or less experienced members of the team.
- Promote teamwork, clear communication, and a calm, supportive working environment.
Communication & Liaison
- Maintain regular communication with the On-Call Manager, promptly reporting any issues or circumstances that may affect service quality or performance standards.
- Liaise with external partners including NHS 111, EMAS, and other healthcare organisations to facilitate smooth patient flow and care coordination.
- Receive and assist service users and visitors in a professional, compassionate manner.
About us
About
NEMS
NEMS CBS is a high
quality, high performing; not-for-profit organisation which delivers integrated
urgent care and urgent primary care services to over 1 million patients.
Responsive, adaptable and continually evolving, we have a reputation for
delivering locally-tailored, safe, effective and cost efficient services with
high levels of patient satisfaction.
We are committed to
investing in our people and have an established programme of learning and
development, successfully developing our own Urgent Care Practitioners and
Advanced Clinical Practitioners.
NEMS currently operates 3
main services: (1) Integrated Urgent Care across Nottinghamshire serving a
patient population of over 1 million, including home visiting, remote
consultation and clinical assessment services; (2) Urgent Primary care
provision located within the A&E Department at QMC, (3) A 24-hour walk-in
urgent primary care service adjacent to Kings Mill Hospital A&E, Mansfield.
NEMS is committed to the
NHS Values (as set out in the NHS Constitution March 2015).
NEMS CBS is a registered
society under the Co-operative and Community Benefit Societies Act 2014.
Job description
Job responsibilities
Main Duties of the Job:
Operational Management
- Oversee demand and workflow across all four NEMS sites during the shift.
- Manage home visits and patient transport to ensure timely and safe service delivery.
- Maintain oversight of service demand, responding proactively to peaks by reallocating staff or adjusting priorities as needed.
- Liaise closely with the Clinical Team Coordinator (CTC) to ensure safe and effective patient care.
- Adhere to instructions and guidance from the On-Call Manager and Clinical Management Team.
- Ensure the appropriate and consistent use of telephony and IT systems across the service.
Staff Leadership & Support
- Mobilise staff resources effectively in response to fluctuating demand.
- Provide leadership, guidance, and operational support to all staff on duty.
- Offer assistance and mentorship to new or less experienced members of the team.
- Promote teamwork, clear communication, and a calm, supportive working environment.
Communication & Liaison
- Maintain regular communication with the On-Call Manager, promptly reporting any issues or circumstances that may affect service quality or performance standards.
- Liaise with external partners including NHS 111, EMAS, and other healthcare organisations to facilitate smooth patient flow and care coordination.
- Receive and assist service users and visitors in a professional, compassionate manner.
Quality & Governance
- Ensure compliance with all NEMS policies, procedures, and quality standards during the shift.
- Monitor and report incidents, escalating concerns as appropriate in line with governance processes.
- Take immediate action where required to protect patient safety or service integrity.
- Contribute to continuous service improvement by identifying and sharing learning opportunities from each shift.
Job description
Job responsibilities
Main Duties of the Job:
Operational Management
- Oversee demand and workflow across all four NEMS sites during the shift.
- Manage home visits and patient transport to ensure timely and safe service delivery.
- Maintain oversight of service demand, responding proactively to peaks by reallocating staff or adjusting priorities as needed.
- Liaise closely with the Clinical Team Coordinator (CTC) to ensure safe and effective patient care.
- Adhere to instructions and guidance from the On-Call Manager and Clinical Management Team.
- Ensure the appropriate and consistent use of telephony and IT systems across the service.
Staff Leadership & Support
- Mobilise staff resources effectively in response to fluctuating demand.
- Provide leadership, guidance, and operational support to all staff on duty.
- Offer assistance and mentorship to new or less experienced members of the team.
- Promote teamwork, clear communication, and a calm, supportive working environment.
Communication & Liaison
- Maintain regular communication with the On-Call Manager, promptly reporting any issues or circumstances that may affect service quality or performance standards.
- Liaise with external partners including NHS 111, EMAS, and other healthcare organisations to facilitate smooth patient flow and care coordination.
- Receive and assist service users and visitors in a professional, compassionate manner.
Quality & Governance
- Ensure compliance with all NEMS policies, procedures, and quality standards during the shift.
- Monitor and report incidents, escalating concerns as appropriate in line with governance processes.
- Take immediate action where required to protect patient safety or service integrity.
- Contribute to continuous service improvement by identifying and sharing learning opportunities from each shift.
Person Specification
Qualifications
Essential
- Educated to a minimum of GCSE or equivalent standard, including English at Grade C or above.
Desirable
- Training in urgent or primary care systems/processes
Experience
Essential
- Experience working in a fast-paced operational or healthcare environment
- Demonstrated ability to prioritise workload and make decisions under pressure
- Experience supporting or coordinating a team during busy shifts
Desirable
- Previous experience in a team leader or supervisory role
- Previous experience working in an Out of Hours, urgent care, or similar healthcare setting
Person Specification
Qualifications
Essential
- Educated to a minimum of GCSE or equivalent standard, including English at Grade C or above.
Desirable
- Training in urgent or primary care systems/processes
Experience
Essential
- Experience working in a fast-paced operational or healthcare environment
- Demonstrated ability to prioritise workload and make decisions under pressure
- Experience supporting or coordinating a team during busy shifts
Desirable
- Previous experience in a team leader or supervisory role
- Previous experience working in an Out of Hours, urgent care, or similar healthcare setting
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.
