NHS 111 Operational Shift Lead

NHS 111 Operational Shift Lead

Division: NHS 111

Location: Derby, Chesterfield, Oldbury

To coordinate the real-time call centre operational shift delivery in a proactive manner, under the guidance of the Operational Performance Management team. To monitor, manage, lead and coach the teams within the call centres to ensure provision of an efficient, high quality and safe service at all times. Ensure adherence to National Quality Requirements and organisational Key Performance Indicators through proactive and innovative management and ensure adherence with all contract requirements. Work online to a safe and effective standard maintaining own skills and competence. To liaise with key stakeholders and represent DHU in a timely and professional manner as and when required.

Key Areas of Responsibility & Accountability

• Hold responsibility for management of the overall call centre performance ensuring pro-active delivery against the NHS 111 service level agreements
• Provide an exception summary of times when performance levels are not achieved via the operational shift lead report.
• Escalate issues and concerns to the operational performance management team promptly or, in their absence, a member of the NHS 111 senior management team/director on call.
• Monitor the telephony answering performance and take immediate corrective action when required in a professional manner.
• Ensure effective and efficient resource management and productivity at all times.
• Provide real-time proactive performance management to support to call centre staff on shift.
• Assist call taking staff with NHS Pathways queries when requested or through proactively identifying staff on shift that may need support.
• Ensure provision of floor walking support when needed and ensure operational shift leads are floor walking to support staff at the site they are currently working on all shifts.
• Maintain up to date knowledge of DHU processes and procedures including for HR issues where individual staff may need real time support in the absence of a NHS 111 Team Manager.
• Raise any issues identified on shift with the individual’s team manager to ensure ongoing and consistent support is provided.
• Instigate and facilitate reflection and/or debriefing of challenging calls when necessary.
• Assist with assessment centres to support recruitment of high quality new employees
• Ensure contact with new employee staff members at earliest opportunity to assist them with queries and to welcome them to DHU.
• To be aware of organisational requirement to maintain good budgetary control and escalate any areas for cost savings identified.
• Escalate any identified risks to the service via organisational policy and appropriate channels
• Ensure the general appearance of the call centre is tidy at all times. Ensure relevant and timely information is available to staff on noticeboards and within call centre pods.
• Demonstrate professionalism and service knowledge when participating in stakeholder engagement and liaison
• Work within and promote the DHU Vision and Values
• Communicate with staff within Derbyshire Health United Ltd and related organisations

Experience

• Accredited NHS Pathways User essential
• Accredited NHS Pathways Coach essential
• Previous leadership experience is desired, preferably at a management level and within a real time service delivery environment
• Previous experience of working within a call centre and/or healthcare environment providing telephone triage/assessment preferred
• Previous experience of working with staff in a busy service environment
• Able to assertively and professionally manage challenge and deliver difficult conversations and feed back
• Management of staff rostering and rota systems

Skills and Knowledge

• Excellent interpersonal/ communication skills with a variety of media and all levels of staff with the company as well as external agencies
• Demonstrable knowledge of how to engage with people and support them to work to high standards
• Able to professionally mange challenge and display competent negotiation skills
• Ability to delegate appropriately
• Knowledge of the skills required in order to effectively manage people
• Ability to interrogate and apply data from a variety of sources to support performance management
• Ability to use initiative
• Problem solving skills
• Ability to maintain strict levels of confidentiality

Diversity

DHU believe our workforce should be as diverse as the range of services we offer, and the communities we serve. We are committed to valuing and encouraging diversity throughout our workforce, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. As part of our mission we are dedicated to eliminating discrimination.