An exciting opportunity has arisen to join ELM Alliance LTD. We are a GP federation that promotes a high level of patient care and respect within the team. We have an excellent opportunity available for enthusiastic and motivated Centre Lead/Leads to work as part of our large team delivering the GP Extended & OOHs Hours service on behalf of all the member GP practices of ELM Alliance. Do you enjoy working directly with people, dealing with a variety of needs and challenges, as well as delivering actual benefits and making a true difference to the lives of entire communities? Previous experience of working within primary care is essential as well as experience in Systm One. If this sounds like the next step in your career, we would love to hear from you.
Various contracted hours available. (Up to 25 per week)
Main duties of the job
The purpose of the role is to:
Support the Service Coordinator in coordinating the day to day management of one of the Clinical hubs during the GP Extended and Out of Hour Service during their opening hours.
The Centre Lead will work closely with the clinical team to ensure the delivery of a high quality service within both the Extended and Out of Hours Services.
The centre lead will plan ahead and work with the service coordinators to ensure the smooth running of the services and respond to problems as they arise during the GP Extended Hours and the Out of Hours period.
Job responsibilities
Duties and Responsibilities:
* Support the Service Coordinator in managing the day to day activities across the four clinical hubs.
* Coordinate clinical and non-clinical staff and act as a first point of contact for problems or queries occurring during the service hours.
* Contribute to the training and induction of locum and new staff within the hubs.
* Day to day problem solving including IT, home visiting cars and premises, escalating to Head of Operational Management as appropriate.
* Handle queries regarding premises and escalate as necessary to the Head of Operational Management.
* Circulate information about operational policies, ensuring these are accessible to all non-clinical and clinical staff.
* Liaise with other Centre leads and Service Coordinators to ensure services run efficiently across the four Clinical hubs.
* Actively contribute to the implementation of escalation/emergency plans at service level.
* Support the training of staff in operational procedures and IT systems usage/problem solving.
* Provide emergency cover for Receptionist shifts at GP Extended hours and Out of hours hubs including overnights.
* Maintain accurate records of each staff member's hours worked including overtime and staff sickness, liaising with the Rota manager when difficulties occur.
* Support the Head of Operational Management in ensuring the services run within budget and meet National Quality Requirements.
* Continuously monitor demand and patient flows to ensure that patients are dealt with appropriately and in a timely manner.
* Produce and disseminate sensitive confidential patient information reports on Frequent Callers and Special Notes.
* Support the ongoing development of Operational Policies and Procedures.
* Ensure local implementation of all Operational Policies and procedures.
* Gather data for regular audits to support service delivery and review.
* Support the Head of Operational Management and Clinical Directors in investigating complaints and incidents.
* Obtain required information from non-clinical staff.
* Ensure information for patients is available and is handed out in line with GP Extended hours and Out of hours service policies.
* Maintain up to date patient information leaflets in all clinical hubs.
* Advise patients of procedures for accessing GP Extended & Out of hours services.
* Have specialist knowledge of all IT and telephone systems that are used in the service to troubleshoot and resolve problems including Systm One, Voice Recording Equipment, and general IT equipment housekeeping.
* Support receptionists in processing personal and telephone requests for appointments, visits, and telephone consultations, ensuring callers are directed to the appropriate healthcare professional.
* Ensure that all doctors' bags and emergency drugs are fully stocked each shift and the replacement stock list is sent off to the nominated email address at the end of each week.
* Ensure that the emergency trolley is fully stocked and any items used are replaced, and that the emergency stock list is completed.
* Offer general assistance to all Clinical and non-clinical staff and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
* Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies.
* Initiate contact with and respond to requests from patients, other team members, and associated healthcare agencies and providers.
* Keep the reception area, notice-boards, and leaflet dispensers tidy and free from obstructions and clutter.
Person Specification
Experience
* Experience of working in a healthcare setting.
* Experience in Systm One.
* Experience of communicating and managing people.
* Experience of working in teams and able to promote a team spirit.
* Working in a computer environment and solving problems.
* Experience of working with members of the public.
Skills and Knowledge
* A solutions-focused approach.
* Intelligent with a fast learning ability.
* Excellent communication (oral and written) and interpersonal skills.
* Ability to multitask.
* Ability to listen and empathise.
* Delegation and empowerment of staff.
* Good time management.
* Problem solving.
* Negotiating and managing conflict.
* Able to manage change and cope with pressure.
* Networking and facilitation.
* The ability to implement and execute.
* Good sense of humour, personable, affable.
* Self-motivating and self-confident, able to work with minimal direction.
* Adaptable and innovative.
* Enthusiasm, with energy and drive.
* Gains respect by example and leadership.
* Trustworthy, honest, reliable, caring, and sympathetic.
* Strategic thinking with vision.
* Hardworking, reliable, and resourceful.
* Willing to work flexible hours as necessary.
Qualifications
* Educated to GCSE level or higher.
* NVQ Level 3 or equivalent.
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.
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