About this role
Job summary
Do you have leadership experience in a challenging and changing environment? Primary Care 24 (PC24) is looking for contact centre Deputy Shift Managers who will support the Shift manager in providing leadership, direction and operational management to Integrated Urgent Care services. You will ensure that as a team we deliver the highest standards of patient care in line with the key performance indicators and ensure all available resources are utilised the best effect.
Salary: £32,908.75 per annum (pro rata)
Location: Wavertree Head Office - Onsite
Contract: Full Time Permanent / Fixed Term
Shifts: We operate 24/7, so you must be flexible to work in the call centre for our operating hours. We have a 4 week rolling shift pattern, including early, late, nights, weekend and bank holidays shifts.
Position1 : Full Time, Permanent
Position 2 : Full Time, 3 months Fixed Term
Main duties of the job
Provide guidance and support to staff, ensuring they are appropriately directed in their roles throughout the shift.
Utilise available resources efficiently in line with service needs throughout the shift.
Support the Shift Manager with the interface with NHS111, ensuring demand and capacity align with key performance indicators
Report any urgent cases to the clinical coordinator and collaborate on resource allocation
Track clinical and operational productivity, recommending improvements to the Service Delivery Leadership Team Highlight any issues to the Shift Manager, ensuring relevant teams are informed.
Ensure patients are seen in the correct capacity based on clinical need. Ensure all calls into the service are handled according to relevant procedures and entered into clerical systems.
Ensure effective management of the dispatch queue with adherence to agreed protocols and procedures Support service delivery through robust handover procedures with other shift leads
Take on the role of Urgent Care Coordinator when needed, ensuring smooth operations
positive patient experience and high staff satisfaction.
Ensure all clerical tasks are completed within the managed services Support the Shift Manager with any resourcing issues promptly, putting appropriate contingency plans in place
Maintain accurate shift reports and ensure all administrative tasks are documented Stay updated on and follow all policies and procedures related to the role
About us
About us
Primary Care 24 is a not-for-profit social enterprise established in 1990 delivering NHS contracts exclusively. The majority of our surplus is reinvested in patients and staff. We believe that primary healthcare should be accessible for everyone and are committed to delivering the best quality care we can challenging social exclusion and working locally where and when we can, to support our communities. We combine the best of the NHS with social enterprise innovation developing solutions for NHS primary care and caring for our clinicians so that they can, in turn care for our patients
Please note we operate 24/7so you must be flexible to work our operating hours. We have a 4 week rolling shift pattern, including early, late, nights, weekend and bank holidays shifts.
Come join our proud team!
This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore it is advised to complete your application as early as possible to avoid disappointment.
Job description Job responsibilities
Do you have leadership experience in a challenging and changing environment? Primary Care 24 (PC24) is looking for contact centre Deputy Shift Managers who will support the Shift manager in providing leadership, direction and operational management to Integrated Urgent Care services. You will ensure that as a team we deliver the highest standards of patient care in line with the key performance indicators and ensure all available resources are utilised the best effect.
Salary:£32,908.75 per annum (pro rata)
Location: Wavertree Head Office
Contract: Permanent / Fixed Term
Shifts:We operate 24/7, so you must be flexible to work in the call centre for our operating hours. We have a 4 week rolling shift pattern, including early, late, nights, weekend and bank holidays shifts.
Position 1 :Full Time, Permanent
Position 2 : Full Time, 3 months Fixed Term
What will I be doing?
Support the operational delivery of PC24 Integrated Care services, working in partnership with the shift manager.
Ensure patients are seen in the correct capacity based on clinical need.
Ensure all calls into the service are handled according to relevant procedures and entered into clerical systems.
Ensure effective management of the dispatch queue with adherence to agreed protocols and procedures.
Support service delivery through robust handover procedures with other shift leads.
Provide guidance and support to staff, ensuring they are appropriately directed in their roles throughout the shift.
Utilise available resources efficiently in line with service needs throughout the shift.
Support the Shift Manager with the interface with NHS111, ensuring demand and capacity align with key performance indicators (KPIs).
Report any urgent cases to the clinical coordinator and collaborate on resource allocation.
Track clinical and operational productivity, recommending improvements to the Service Delivery Leadership Team.
Highlight any issues to the Shift Manager, ensuring relevant teams are informed.
Support the Shift Manager by ensuring high operational standards are maintained throughout the shift to ensure a positive patient experience and high staff satisfaction.
Ensure all operational tasks and services are completed effectively, especially at the Wavertree base.
Ensure all clerical tasks are completed within the managed services.
Support the Shift Manager with any resourcing issues promptly, putting appropriate contingency plans in place.
Maintain accurate shift reports and ensure all administrative tasks are documented.
Stay updated on and follow all policies and procedures related to the role.
Take on the role of Urgent Care Coordinator when needed, ensuring smooth operations.
What do I need?
Experience of working in a changing and challenging environment Experience of supervising a team
Excellent communication skills and able to communicate effectively at all levels.
Capability to motivate and develop a team.
Excellent organisational skills with the ability to prioritise effectively.
knowledge of Microsoft office.
What's on offer?
£32,908.75 per annum, (pro rata)
37.5 hours We operate 24/7, so you must be flexible to work shift patterns within our operating hours.
27 days annual leave (pro rata) previous NHS service will be taken into account.
NHS pension scheme
NHS car fleet scheme
NHS home electronics scheme
Cycle to work scheme
Eligible to apply for blue light card
Colleague wellbeing package - which includes a doctor line, access to Westfield rewards, wellbeing support and gym discounts.
Colleague events
About us
Primary Care 24 (PC24) is a not-for-profit social enterprise established in 1990, delivering NHS contracts exclusively. The majority of our surplus is reinvested in patients and staff. We believe that primary healthcare should be accessible for everyone and are committed to delivering the best quality care we can, challenging social exclusion and working locally, where and when we can, to support our communities. We combine the best of the NHS with social enterprise innovation, developing solutions for NHS primary care and caring for our clinicians so that they can, in turn, care for our patients.
Please note we operate 24/7, so you must be flexible to work our operating hours. We have a 5 week rolling shift pattern, including early, late, nights, weekend and bank holidays shifts.
Come join our proud team!
This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore, it is advised to complete your application as early as possible to avoid disappointment.
Person Specification
General Requirements Essential
Please refer to job description above
Desirable
Please refer to job description above
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 details Employer name Primary Care 24
Address
Wavertree
L13 1FB
United Kingdom
Employer's website https://primarycare24.org.uk/ (Opens in a new tab)