East Midlands Ambulance Service NHS Trust
An exciting opportunity has arisen for an experienced and motivated individual to join our Non-Emergency Patient Transport Service (NEPTS) team as an Operations Manager within the fast-paced NEPTS Non-Emergency Operations Center (NEOC) at North Hykeham.
Main Duties of the Job
The role is to support the Performance Delivery Managers to deliver a high-quality service which meets both national and local Key Performance Indicators (KPIs) through the effective and efficient management of NEPTS divisional resources. This is achieved through the management and leadership of staff and resources within the NEPTS team. You will work in partnership with other EMAS teams to ensure best practice and business continuity across the whole Trust, supporting healthcare partners in reaching key targets and ensuring the most appropriate level of care is afforded to patients.
Core Responsibilities
* Support the delivery of Contract Performance and response targets ensuring maximum productivity and efficiency of resources.
* Ensure the appropriate resources, including profile of vehicles and equipment, to deliver the NEPTS service.
* Ensure the effective utilisation of people, vehicles, and financial resources throughout the division.
* Support the education, training, and development needs of the NEPTS Operational team.
About Us
The NEPTS control room is a fast-paced and exciting place to work. We are a small team who look after the provision of NEPTS service across Derbyshire, Northamptonshire, and Lincolnshire. Due to the team being small, the atmosphere within the control room is very "can do" with hands-on solutions to problems and challenges. The team and room are always evolving to embrace new technology, systems, and processes.
Job Responsibilities
* Day-to-day management of a team of control center staff.
* Ensure resources are available when required and manage sickness and absence coverage through rota management for the designated team.
* Work with HR to support staff as needed.
* Monitor and report the efficiency and service delivery performance of the control and planning functions.
* Handle escalated calls within the NEPTS control room from stakeholders and staff.
* Provide support on inquiries in relation to eligibility.
* Act as an NEPTS operational commander in the event of a business continuity or major incident.
* Liaise with CCGs to gain authorisation to accept ECJ bookings, completing all required paperwork and inputting data into the Cleric CAD system.
* Liaise with Operations Managers to support patient flow and service delivery across the healthcare community.
* Support the management team in implementing policy, procedure, innovation, and service improvement plans.
* Monitor compliance with the Trust's policies including patient confidentiality.
* Compile data and reports as necessary for the senior leadership team, including KPI compliance, staff issues, investigations, and incidents.
* Maintain patient confidentiality and promote it within the team.
* Ensure the data security of patient identifiable information and staff details within the control room environment.
* Assist the NEPTS Performance Delivery Managers with gathering relevant information to achieve their establishment objectives.
* Manage PALS inquiries and complaints in partnership with the NEPTS quality team.
* Assist with the induction of new staff, advising them on policies and practices within the service as necessary.
* In case of extreme activity, carry out call handling, control, and planning duties as relief cover.
Person Specification
Qualifications
* 3 GCSEs of grade C or above or an equivalent numeracy and literacy qualification.
* Supervisory qualification or equivalent experience.
Personal Attributes
* Understanding and ability to maintain patient confidentiality.
* Ability to remain calm under pressure.
* Displays a courteous and diplomatic approach to customer care.
Experience
* Experience in staff supervision including training and development.
* Experience of working within a control room environment.
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.
Employer Name
East Midlands Ambulance Service NHS Trust
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