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Clinical Team Manager

Employer
Practice Plus Group
Location
Gloucestershire, UK
Salary
Competitive
Closing date
30 Jan 2021

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Sector
Healthcare
Contract Type
Permanent
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Job Details

Due to internal promotions, we are now recruiting for several Clinical Team Managers. This is a great opportunity for Clinicians who are looking for more responsibility and a step up from their current role. As the Clinical Team Manager you will provide line management to Clinical Advisors and Health Advisors within the 111 Call Centre. This is a full time position of key responsibility for the effective delivery of Care UK NHS 111 services. Annual Salary: £42,531.55

Job Summary

• Provide effective clinical leadership and management of the IUH clinical advisors and the clinical aspect of the IUH contact centre whilst on shift. • When required, participate in providing clinical advice and direction to staff, also participate in the safe and appropriate clinical re-validation, signposting and assist with clinically appropriate triage of patients contacting NHS IUH. • Provide line direct management to Clinical Advisors and Health Advisors within the IUH contact centre and provide training, coaching and monitoring of Clinical Advisors. • To ensure their own competencies are maintained in line with the NMC/HCPC defined competency frameworks. • Promote and monitor safe and effective practice • Enhance the patient/clients experience of using the IUH service • Contribute to the delivery of the organisations objectives • At times deputise for the Clinical Lead. • The dynamic assessment of the Clinical hub queue and clinical risk assessment of cases awaiting call backs • Responsible for the escalation and movement of clinical resources between 111 and the CAS based on an agreed escalation plan. • Point of escalation for clinical risk during live service delivery.

Key Responsibilities

• Provide effective clinical leadership and management of the IUH clinical advisors and the clinical aspect of the IUH contact centre whilst on shift. • When required, participate in providing clinical advice and direction to staff, also participate in the safe and appropriate clinical re-validation, signposting and assist with clinically appropriate triage of patients contacting NHS IUH. • Provide line direct management to Clinical Advisors and Health Advisors within the IUH contact centre and provide training, coaching and monitoring of Clinical Advisors. • To ensure their own competencies are maintained in line with the NMC/HCPC defined competency frameworks. • Promote and monitor safe and effective practice • Enhance the patient/clients experience of using the IUH service • Contribute to the delivery of the organisations objectives • At times deputise for the Clinical Lead. • The dynamic assessment of the Clinical hub queue and clinical risk assessment of cases awaiting call backs • Responsible for the escalation and movement of clinical resources between 111 and the CAS based on an agreed escalation plan. • Point of escalation for clinical risk during live service delivery.

Professional and Educational Responsibilities

1. To work within the professional Code of Conduct and other directives as defined by the NMC/HCPC 2. To undertake appropriate personal and professional development to meet the requirements of Re-Validation/NMC/HCPC Registration. 3. To successfully complete training specifically around the NHS Pathways System, or other decision support software as directed. 4. Using the system provided, keep accurate and contemporaneous records of each enquiry, including assessment and advice regarding care. 5. Allow patients to carry out self-care as appropriate, through effective communication and health care advise 6. Attend training and professional development programmes identified as appropriate 7. Participate in the delivery of induction and on-going in house training programmes 8. To regularly participate in clinical supervision. 9. Participate in individual's performance appraisals activities. 10. To demonstrate a clear understanding of the accountability and legal implications of the Clinical Advisor triage role. 11. To participate in regular performance review with Clinical Lead using agreed competency framework appropriate to the individual's scope of practice. 12. Promote an environment of learning and evidence based practice 13. Ensure systems and processes are in place to support effective mentoring of staff Other responsibilities 1. Working with other key individuals maintain a safe and clean environment for staff and visitors ensuring compliance with legislation, policies and procedures including health and safety, risk management and incident reporting 2. Ensure near misses, incidents and faulty equipment are recorded reported and investigated correctly with learning being disseminated to all. 3. Assist in the recruitment of new staff Relationships • This post holder will report to the Clinical Lead and Deputy Contact Centre Manager • Reporting to the post holder - Clinical Advisors - Health Advisors

Skills & Experience

• Registered General Nurse or Health and Care Professions Council Registered Paramedic • Evidence of recent study • Management / Clinical Leadership experience • Demonstrable experience relevant to the role • Experience of working within a multi-professional / multi-agency environment • Experience of working in more than one environment which may include: - Assessing patients in primary care - Working with children / infants - A&E or Medical /Surgical Assessment Unit - Assessment of Mental Health needs • Evidence of Professional Development of staff and staff appraisal • Understand the role of a IUH Clinical & Health Advisor • Understanding of patient management in a variety of settings setting • Sound understanding of legal / professional implications of independent practice
1. To provide clinical leadership and demonstrate clinically appropriate decision making in supporting both clinical advisors and health advisors within the IUH contact centre. 2. Maintain communication link between different operational staff and other Managers/Supervisors. 3. At times deputise for the Clinical Lead. Activities may include attendance at external meetings/stakeholder engagements acting as a representative for Practice Plus Group NHS IUH. This also may include but is not limited to; Data analysis and writing accurate reports for both internal and external parties, participating in service development projects and investigations, assuming the role of "on-site" responsible clinical leader at times of pressure, escalation measures and business continuity emergencies to the level of Operational (Bronze) lead 4. Provide a full induction and training for the new Clinical Advisors. 5. Create and maintain full training records for all Clinical Advisors. 6. To conduct audits in line with Practice Plus Group governance, NQR and NHS Pathways CQI requirements. 7. Performance manage Clinical Advisors and Health Advisors to support the achievement of NQR's and other service requirements or KPI's and their own professional development 8. To participate with investigation of complaints as requested by the Clinical Lead. 9. Undertake regular one to one reviews and staff meetings 10. Ensure overnight health assessments are monitored 11. Develop and manage the rota to ensure the call centre is appropriately staffed at all times 12. Monitor sickness, annual leave and staff attendance 13. Participate in on call commitment with other Managers/Supervisors as required. 14. Ensure Clinical Advisors are updated regularly regarding changes to policy/procedures or new business. 15. Ensure Operational Manuals (procedures and training) are kept up to date. 16. Act as a role model at all times for more junior staff. 17. Participate when required in external meetings, stakeholder engagements, and Practice Plus Group activities outside the Call Centre. 18. Adhere to Practice Plus Group Policies and Procedures at all times 19. Support the investigation of complaints and serious untoward incidents 20. Provide training for Clinical Advisors in the use of NHS Pathways or other software as agreed by Practice Plus Group. 21. Provide 24/7 cover within the contact Centre. Clinical Team Managers will be trained in the following responsibilities to assist the Clinical Network service delivery if required: a. Providing a point of contact for all matters regarding the running of the Clinical Network during live service delivery. b. Live, dynamic Key Performance indicator (KPI) monitoring such as the answered in 60 second KPI , Warm Transfer, Call Back <10, 999 and ED validation and referral rates and Combined Clinical Contact, reacting as appropriate to Network demand. c. Providing continual dynamic assessment of the clinical queues and management of clinical high risk patients using our clinical prioritisation model and risk matrix tools d. Navigating or re-directing cases to appropriate resources in line with currently available clinical skillsets and case demand e. Using your clinical acumen to make clinically appropriate risk assessments f. Implementing escalation strategies in line with company policy and guidance, alongside providing clinical situation reports during any escalation phase. g. Implementing BCP strategy for all sites to maintain service provision and overseeing the management of service delivery during times the BCP is in effect. h. Monitoring of PEMs message queues for interlinkage failures (bolt-on task as nowhere else for this to go at time of issue)
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