Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.
We have various part-time positions available for Controllers who would be based in our Bradley Contact Centre.
The Controller manages the requests for clinical services through SystmOne, using protocols to determine the most appropriate contact for patients. They will be responsible for the smooth running of services in real time.
The role is central to the smooth running of both in hours and out of hours operations. Excellent communication skills are required to be able to liaise with outside agencies, other healthcare providers and patients.
Hourly Rate: £12.95 in hours & £13.95 out of hours
(In Hours = Monday to Friday 08.00 to 18.00 & Out of Hours = Monday to Friday 18.00 to 08.00 and all day Saturday Sunday)
Location: Local Care Direct, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Current Available Shifts (Across a 4 week rolling rota):
* Tuesday weekly 23.59-07.59
* Thursday week 3 18.00-00.14
* Thursday weeks 3&4 23.59-07.59
* Friday week 3 18.00-00.14
* Friday weekly 23.59-06.59
* Saturday weeks 2&4 16.00-00.14
* Saturday weeks 1,2&3 23.59-06.59
* Sunday weeks 1&4 07.00-16.14
Main duties of the job
The Controller will be based in the main Local Care Direct contact centre.
They will manage the requests for clinical services through the clinical management SystmOne, using protocols to determine the most appropriate contact for patients. They will be responsible for the smooth running of services in real time including managing the patient transport services, primary care centre (PCC) appointments and home visiting. At times this may involve direct liaison with our partner Yorkshire Ambulance Service (YAS) to deliver a seamless 111/WYUC service. This role will also be required to operate during any other contract that Local Care Direct enters into.
The Controller will monitor the primary care centre (PCC) diaries in liaison with Receptionists at each centre. They will also liaise with YAS operations staff to monitor activity and notify of any changes to primary care centre services as and when they happen.
This role is central to the smooth running of both In-Hours and Out-of-hours operations. Excellent communication skills are required to be able to liaise with outside agencies, other healthcare providers and patients.
The Controller needs to be able to work to tight timescales in a calm professional manner at all times. They will have a sound knowledge of Local Care Direct operations and be able to make decisions during real time operations.
About us
We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together.
Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.
Benefits of working for Local Care Direct:
* Employee Assistance Programme
* Modern working environment with a positive atmosphere
* NHS Pensions
* NHS Discounts (Blue light card)
* Various hours available in a 24/7 environment
* Health & Wellbeing group to support staff
* Supportive and Friendly teams
* Annual Awards focused on raising money to support a local charity
Job responsibilities
Job Title: Controller
Team: Contact Centre
Base Location: Unit 2, Bradley
Staff Group: Non Clinical Contact Centre
DBS Level Check: Basic Check
* Covid19 double vaccination not required but recommended.
* This job has been rated as Low Risk for requiring Hepatitis B immunisation.
* Flu jab recommended and will be offered.
Job Purpose:
As a Controller you will be based in the main Local Care Direct contact centre. The role involves managing the requests for clinical services through the clinical management SystmOne, using protocols to determine the most appropriate contact for patients. You will be responsible for the smooth running of services in real time including managing the patient transport services, primary care centre (PCC) appointments and home visiting. At times this may involve direct liaison with our partner Yorkshire Ambulance Service (YAS) to deliver a seamless 111/WYUC service. This role will also be required to operate during any other contract that Local Care Direct enters into. This role will include monitoring of primary care centre (PCC) diaries in liaison with Receptionists at each centre. You will also liaise with YAS operations staff to monitor activity and notify of any changes to primary care centre services as and when they happen.
The role is central to the smooth running of both In-Hours and Out-of-hours operations. Excellent communication skills are required to be able to liaise with outside agencies, other healthcare providers and patients. You need to be able to work to tight timescales in a calm professional manner at all times. You will have a sound knowledge of Local Care Direct operations and be able to make decisions during real time operations.
KEY PRINCIPLES
* Arriving at their duty station in time to be briefed by the staff member who they are relieving from duty.
* The input of patient information on to the computer and also the updating of current computer records as and when required.
* Overseeing the workload of all Duty Clinicians to ensure the appropriate dissemination of work, to enable patients to be seen within an appropriate time span and to despatch the calls via the computerised system again liaising with Local Care Direct Duty Manager Taking and passing relevant messages using SystmOne (where applicable) and telephone to other Healthcare Professionals such as ambulance etc. as and when required.
* Supporting the PCCs and mobile units by acting as central point of contact and providing information as and when required.
* Assisting the PCC staff, and clinicians as required.
* Ensuring that policies and protocols are carried out as set down by the Company.
* Assisting in the implementation of any new measures deemed necessary by the management or Board of Directors.
* Completing full written handover to managers/rota/finance as required.
* Making the operational managers aware of any problems or performance/behavioural matters concerning staff or clinicians. Also the documentation and reporting of any potential or real problems which may compromise the smooth and safe running of services.
* Take, and appropriately process, calls from any centre or practice when the call handler rota is not operational, in addition to as and when required to support the wider LCD team and business streams.
* Any other administration/computer work relevant to the operational running of the Service.
In addition, all employees are required to:
* Carry out such duties as may be reasonably required.
* Participate through performance review in matching organisational objectives.
* Take responsibility for the Health & Safety of themselves and others in the working environment.
Teams:
* YAS
* Drivers
* On call Managers
* Duty clinicians GPs and ANPs
COMMUNICATIONS & RELATIONSHIPS
* To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.
* To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.
* To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.
PATIENT CARE
* To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
* To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.
FINANCIAL RESOURCES
* To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.
CONFIDENTIALITY
* To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.
TRAINING
* To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.
INFECTION PREVENTION AND CONTROL
* Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.
SAFEGUARDING
* Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
MANAGING SELF
* Ensure that relevant professional practice is evidence based and current.
* Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.
* Ensure that mandatory training is up to date and participate in training as appropriate.
* Effectively utilise time management, organisational, co-ordination and if required - management skills.
* Identify own professional development needs through the Personal Development Review process (PDR).
The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.
Person Specification
Skills
* Highly developed communication skills verbal and written.
* Highly developed customer service skills.
* Ability to understand the need for, and ability to follow systems and process in place.
* Ability to adapt to change and cope under pressure.
* Ability to proactively build relationships.
* Health and Safety Principles.
* Recognise the areas for service improvement.
Knowledge
* Local Care Direct Services.
* Good geographical knowledge of West Yorkshire.
Experience
* Dealing with customers.
* Excellent I.T skills and proficient with Microsoft Office.
* Working in a 24/7 environment.
* Use of systemone, rotamaster and Vehicle tracking device.
* Knowledge of working in the Health care Environment.
* Previous supervisory experience.
Qualifications
* Administration or Customer Service 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.
£12.95 an hour working in hours (£13.95 an hour working out of hours)
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