About this role
Job summary
We are seeking an experienced operational leader to join HUC as an Unscheduled Care Shift Manager. This pivotal, non-clinical role provides real-time leadership across our out-of-hours services, maintaining oversight of patient flow, demand, capacity, workforce and operational risk across multiple locations.
Working with USC Coordinators, Clinical Navigators, clinicians, Drivers/Receptionists and senior managers, you will set priorities, anticipate pressures and make timely decisions to maintain safe, responsive and coordinated services. You will also lead the operational response to incidents, staffing disruption and business continuity events.
Two fixed four-week rota patterns are available. The day shown is the shift start day.
Pattern 1
Week 1: Fri and Sat 22:45-07:14; Sun 22:45-08:14Week 2: Tue-Thu 15:15-23:14Week 3: Fri and Sat 22:45-07:14; Sun 22:45-08:14Week 4: Tue-Thu 15:15-23:14
Pattern 2
Week 1: Mon and Wed 15:15-23:14; Sun 14:45-23:14Week 2: Mon and Fri 15:15-23:14; Sat and Sun 14:45-23:14Week 3: Mon and Wed 15:15-23:14Week 4: Mon and Fri 15:15-23:14; Sun 14:45-23:14
Applicants must be able to work the relevant fixed rota. Full role-specific training will be provided.
Main duties of the job
The Unscheduled Care Shift Manager provides real-time operational command and leadership across HUC's out-of-hours services. Key duties include:
Maintaining oversight of demand, capacity, staffing, patient flow, performance and operational risk. Setting priorities and directing USC Coordinators and operational teams. Overseeing Home Visiting and Treatment Centre activity, including delayed, unallocated and at-risk patients. Deploying and redeploying clinical and non-clinical resources in response to changing pressures. Working with Clinical Navigators and clinicians to support safe patient prioritisation and flow. Responding to staffing gaps, incidents, system disruption and business continuity events. Monitoring performance and taking timely corrective action where delivery or patient safety is at risk. Maintaining accurate records and providing clear operational updates and handovers. Escalating clinical, workforce or operational concerns through the appropriate routes. Supporting staff development, service improvement and consistently safe working practices. This is a non-clinical role and does not include providing clinical advice or changing clinical priorities.
About us
At HUC, we're proud to invest in our people by offering a wide range of exciting benefits that support your personal, professional, & financial wellbeing:
Exclusive Discounts: Unlock savings on shopping, travel, and more, through, Blue Light Card, Tickets for Good, & more. From everyday essentials to special experiences, we've got your wallet covered!
NHS Pension Scheme: Secure your future with the NHS Pension, offering peace of mind & long-term financial benefits for all our staff.
Wellbeing Support: Your health matters! Enjoy access to counselling services, personalised health plans, meditation guides, energising fitness routines, & delicious recipes to keep you thriving every day.
Recognition and Rewards: Your hard work won't go unnoticed! Celebrate your achievements with peer shout-outs, special awards, & exclusive event vouchers that show how much we appreciate you.
Financial Perks: Take the stress out of money matters with free financial advice, a healthcare cash plan to cover everyday expenses, & smart savings options through our Credit Union.
Career Growth: Build the future you deserve with our My Academy training programs, exciting internal vacancies, & regular updates to keep you in the loop with HUC news & opportunities.
Office Comforts: Stay refreshed with unlimited tea & coffee, enjoy the ease of free parking, and recharge in our dedicated relaxation areas. Plus, join in on engaging team events that make every workday more enjoyable!
Job description Job responsibilities
The Unscheduled Care Shift Manager is responsible for maintaining safe, effective and coordinated operational delivery across HUCs Unscheduled Care services throughout the shift.
Operational command and leadership
Provide visible and authoritative operational leadership across all services and geographical areas within the postholders remit. Maintain a live, system-wide understanding of demand, workforce capacity, patient flow, service performance and operational risk. Set, communicate and maintain clear priorities for USC Coordinators and operational teams. Make time-critical operational decisions during periods of pressure, disruption or escalation. Intervene where operational processes are not working effectively and ensure proportionate corrective action is taken. Act as the designated Lead USC Shift Manager when required, providing a single point of operational accountability for the shift. Patient flow and capacity management
Monitor live activity across Home Visiting, Treatment Centres and associated Unscheduled Care pathways. Oversee the allocation and progression of home visits, taking account of clinical priority, geography and available resources. Maintain oversight of unallocated, delayed and at-risk patients, ensuring timely operational intervention and escalation. Monitor Treatment Centre capacity and support effective use of available appointments. Identify bottlenecks and coordinate the redistribution of workload and resources. Maintain oversight of failed contacts, patients who do not attend and delayed patient pathways. Work collaboratively with Clinical Navigators to ensure operational decisions support clinical prioritisation and patient need. Workforce and resource deployment
Maintain real-time oversight of staffing levels, skill mix and operational coverage. Direct the deployment and redeployment of clinical and non-clinical staff in response to changing demand. Respond to sickness, absence, late arrival and unexpected workforce gaps. Coordinate cross-site and cross-area movement of resources where required. Oversee the availability and effective deployment of vehicles, drivers and mobile clinical resources. Support appropriate break management while maintaining operational continuity. Escalate workforce risks that cannot be safely resolved within the Shift Managers authority. Patient safety and clinical interface
Ensure operational decisions support safe, appropriate and timely patient care. Recognise the boundaries between operational decision-making and clinical judgement. Escalate clinical concerns, deterioration or safeguarding issues promptly to an appropriately qualified clinician. Monitor operational risks affecting patient safety, including delays, access problems and failed contacts. Ensure vulnerable patients and high-risk cases are appropriately considered within operational decision-making. Ensure communication with patients through operational teams is professional, safe and consistent. Performance, risk and incident management
Monitor operational performance, delays, breaches and escalation points across all service streams. Take immediate and proportionate action in response to emerging pressures or service disruption. Provide concise operational intelligence and situational updates to senior managers and on-call colleagues. Take operational command during incidents, system failures or significant service pressure. Activate business continuity and contingency arrangements where required. Coordinate operational recovery and support a safe return to normal service delivery. Ensure incidents, risks, decisions, actions and escalations are accurately documented and reported. Contribute to incident reviews, audits, organisational learning and service improvement activity. Communication and handover
Provide clear, consistent and authoritative direction throughout the shift. Ensure teams remain informed of current priorities, risks and changes to the operational position. Maintain oversight of communication channels and ensure information is shared appropriately and securely. Deliver structured and comprehensive handovers, clearly identifying outstanding risks, actions and service pressures. Build effective working relationships with clinical, operational and managerial colleagues across HUC. Governance and continuous improvement
Ensure operational activity is undertaken in accordance with HUC policies, procedures and service standards. Maintain confidentiality and comply with information governance and data-protection requirements. Identify and escalate deviations from agreed procedures or standards. Promote safe, consistent and accountable working practices. Identify opportunities to improve patient flow, operational efficiency, resilience and patient experience. Support the implementation of new systems, pathways and ways of working. Participate in supervision, appraisal, mandatory training and continuing professional development. Support the induction, coaching and development of USC Coordinators and operational colleagues. The successful candidate will have experience of coordinating, supervising or leading services within healthcare, urgent care, an emergency service or another time-critical operational environment. They will be able to manage competing priorities, lead dispersed teams and make calm, proportionate decisions under pressure.
Strong communication, problem-solving and digital skills are essential, together with the ability to interpret operational information, identify emerging risks and recognise when escalation is required. Experience within primary care out-of-hours services, NHS 111, a Clinical Assessment Service or another urgent care setting would be advantageous.
Person Specification
Minimum Essential Criteria for Shortlisting then interview Essential
See JD
Desirable
See JD
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 HUC
Address Welwyn Garden City, Bedford, Peterborough, Taunton
Welwyn Garden City, Bedford, Peterborough, Taunton
AL74HL
United Kingdom
Employer's website https://hucweb.co.uk/ (Opens in a new tab)