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 This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This 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). For Driver positions you will also be required to undertake a Driver check [remove if not applicable] 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.