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111 - Clinical Supervisor

Employer
Care UK
Location
Southall
Salary
Competitive
Closing date
26 Dec 2018

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Job Details

Job Summary

As a Clinical Supervisor for our Southall branch, you will provide line management to Clinical Advisors within the 111 call centre and provide training, coaching and monitoring of Clinical Advisors. You will also provide training and maintain communication links between different operational staff and other managers, as well as support our Clinical Lead in the day to day running of the service.

Responsible To

111 Clinical Lead

Key Responsibilities

1. To provide clinical leadership and demonstrate clinically appropriate decision making in supporting both clinical advisors and health advisors within the 111 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 Care UK NHS 111. 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 Care UK governance, NQR and NHS Pathways CQI requirements. 7. Performance manage Clinical 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 Care UK activities outside the Call Centre. 18. Adhere to Care UK 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 Care UK. 21. Provide 24/7 cover. During the hours of 2am-7am daily, Clinical Supervisors will need to assume the following responsibilities: 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

Qualifications and Knowledge

• Registered General Nurse or Health and Care Professions Council Registered Paramedic • Be Pathways trained • Evidence of recent study • Understand the role of a 111 Clinical & Health Advisor • Understanding of patient management in a variety of settings setting • Sound understanding of legal / professional implications of independent practice

Additional Information

For more information, visit www.careuk.com Please note that offers of employment are subject to receipt of satisfactory references and a DBS check. At Care UK, we actively promote diversity and equal opportunities. Applicants must have the right to work in the EU.

• Provide effective clinical leadership and management of the 111 clinical advisors and the clinical aspect of the 111 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 111. • Provide line direct management to Clinical Advisors within the 111 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 111 service • Contribute to the delivery of the organisations objectives • At times deputise for the Clinical Lead.

Company

At Care UK, we treat everyone as individuals so they can live fulfilling, rewarding and happy lives and we recognise that taking the first step on the journey into care can be daunting.

We are proud to be the most awarded care home provider for the last three years, and we have more outstanding rated homes than any other provider. Independence is not about where you live, but how you live, so if you’re considering care for yourself or a loved one,  discover why we’ve been trusted to care for over 40 years.

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