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Role: Shift Leader Doncaster
Hours: Full time or Part Time hours considered (Covering 22 hours per week on a 4-week rota) Various working shift pattens to cover duties on Monday to Friday plus weekends.
Pay: £13.72 plus evening / weekend/bank holiday enhancements
Reports to: Operational Specialist at Doncaster SDHC and Doncaster UTC.
Accountable to: Yorkshire Operations Manager
Base: Doncaster Urgent Treatment Centre and/or Same Day Health Centre,
Devonshire House, Cavendish Court, Doncaster
Interviews: Week commencing 26th May 2025
About: We are a dynamic organisation, committed to sustaining our organisational longevity and doing the very best for the people that we serve (both patients and staff). This means not accepting the status quo and questioning whether we can do things differently and better at every opportunity.
Ideally you will already have a knowledge of Healthcare systems and services alongside the ability to lead and implement projects with enthusiasm, maintain effective working relationships both internally and externally via strong communication skills and be able to maintain a calm and balanced outlook whilst under pressure.
Role Purpose
Our Urgent & Emergency Care services in Doncaster continue to grow and this appointment will support Operations in maintaining and developing high quality urgent care services in Doncaster. Working closely with the Deputy Head of Urgent Care Operations, your role will be the front facing manager of the Emergency care services in Doncaster. You will be the first point of contact for all staff including receptionist, drivers, call handlers and clinical staff including Emergency Care Practitioners and GPs during your shift
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
Our key expectations are:
Self-awareness Living authentically
Adaptability- Being ready to adjust depending on the situation
Openness What you see is what you get
Positivity with a real sense of being able to strive for the impossible
Generosity of spirit- Everyday should be an opportunity to act with kindness
Ability to have fun Taking the role seriously, whilst being yourself
Our Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.
Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:
Fun: People rarely succeed unless they are having fun. Happiness is healthy!
Awesome: We arent here to be average, were here to be awesome!
Humble: Were here to make a difference to the lives of others, NOT to see how important we can become
Brave: We challenge the norm. We have the courage to get the difficult jobs done
Oompf: We have natural oompf! Its infectious!
Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity
Come and be a part of our amazing team!
We offer NHS Pension
Cycle to Work Scheme
Career Development Opportunities
Attendance Bonus
Staff Benefit Scheme
Free Tea & Coffee
Eye Care Contributions
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
DBS - The role is subject to a DBS check which 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).
Person Specification
Skills, Knowledge & Competencies - Essential
Excellent verbal and written communication skills, including presentation skills
Operational management
Able to work on own initiative and prioritise workload
Able to manage and prioritise multiple projects and tasks
Excellent IT skills and able to use multiple software packages
A genuine interest in people and a positive mind-set
Able to deal with diversity & challenge from patients
Desirable
Knowledge of the local area and needs of local population
Knowledge of NHS complaints procedure
Knowledge of the wider Doncaster Health economy e.g. Community services
Specific Job Requirements - Essential
Remaining calm under pressure
Able to manage varying workloads
High emotional intelligence
Car driver
Qualifications - Desirable
Diploma or equivalent experience at manager level.
Healthcare related qualification
5 GCSEs A*-C or equivalent including English & Mathematics
Experience - Essential
Operational management experience
Experience of working with IT systems including Adastra & NHS Pathways/ Ability to train on relevant systems
Desirable
Line management experience
Understanding and awareness of Information Governance
Experience and knowledge of safeguarding
Other - Essential
Remaining calm under pressure
Able to manage varying workloads
High emotional intelligence
Car driver
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.
