Shift Leader

The Pudding; Doncaster; On-site; Full time

Job summary

Join a dynamic organization dedicated to delivering exceptional healthcare services as a Shift Leader in Doncaster. In this pivotal role, you'll oversee operations, manage a diverse team, and ensure high-quality patient care. With a focus on continuous improvement and adaptability, you'll lead initiatives that enhance service delivery while maintaining a supportive environment for both staff and patients. This position offers the chance to make a real impact in the community while enjoying a range of benefits, including career development opportunities and a supportive work culture. Embrace the challenge and be part of a team that values positivity and innovation.

Benefits

NHS Pension

Cycle to Work Scheme

Career Development Opportunities

Attendance Bonus

Staff Benefit Scheme

Free Tea & Coffee

Eye Care Contributions

Qualifications

• Experience in operational management and working with IT systems.
• Strong communication skills and ability to manage diverse teams.

Responsibilities

• Monitor operational team during shifts and ensure compliance with KPIs.
• Provide high-quality call management service and manage patient interactions.

Skills

Operational management

Excellent verbal and written communication skills

IT skills

Ability to manage multiple projects

High emotional intelligence

Education

5 GCSEs A*-C including English & Mathematics

Healthcare related qualification

Diploma or equivalent experience at manager level

Tools

Adastra

NHS Pathways

Job description

Role: Shift Leader Doncaster

Hours: Full time or Part Time hours considered (Covering 22 hours per week on a 4-week rota) Various working shift pattens to cover duties on Monday to Friday plus weekends.

Pay: £13.72 plus evening / weekend/bank holiday enhancements

Reports to: Operational Specialist at Doncaster SDHC and Doncaster UTC.

Accountable to: Yorkshire Operations Manager

Base: Doncaster Urgent Treatment Centre and/or Same Day Health Centre,

Devonshire House, Cavendish Court, Doncaster

Interviews: Week commencing 26th May 2025

About: We are a dynamic organisation, committed to sustaining our organisational longevity and doing the very best for the people that we serve (both patients and staff). This means not accepting the status quo and questioning whether we can do things differently and better at every opportunity.

Ideally you will already have a knowledge of Healthcare systems and services alongside the ability to lead and implement projects with enthusiasm, maintain effective working relationships both internally and externally via strong communication skills and be able to maintain a calm and balanced outlook whilst under pressure.

Role Purpose

Our Urgent & Emergency Care services in Doncaster continue to grow and this appointment will support Operations in maintaining and developing high quality urgent care services in Doncaster. Working closely with the Deputy Head of Urgent Care Operations, your role will be the front facing manager of the Emergency care services in Doncaster. You will be the first point of contact for all staff including receptionist, drivers, call handlers and clinical staff including Emergency Care Practitioners and GPs during your shift

RESPONSIBILITIES - Key Areas Of Responsibility Will Include

Service Delivery - Operations

• Monitor and support the Operational team during the Out of Hours period
• Develop in depth operational knowledge around running of shifts to enable identification of service delivery needs and support required
• Monitor and co-ordinate staff breaks
• Understand relevant Key Performance Indicators (KPIs) applicable to services
• Monitoring service activity to ensure compliance with KPIs
• Provide a clear handover at the end of the shift to Operational teams highlighting any area needing immediate action or follow up
• Provide a professional and high-quality call management service on behalf of local health care services including district nurses and GP practices
• Management of patients face to face in any of our services and ensure that they are correctly registered using nationally recognised software alongside identifying the appropriate care setting
• Receiving, recording and processing information accurately utilising nationally recognised software. You may utilise a telephone with headset to facilitate input of data whilst managing a call
• Adhere to pharmacy protocols and attend relevant training to be able to support clinicians
• Initiate Business Continuity Plans (BCPs) and other major incident plans where required
• Act as first line contact for any complaints which you may receive on shift and resolve if possible or escalate where required. To be able to gather essential information quickly and accurately whilst remaining polite and courteous
• Follow policies and procedures at all times and ensure any revisions as a result of investigations or complaints are adopted
• Engage and work with external stakeholders e.g. Yorkshire Ambulance Service and Trust personnel to ensure an integrated approach around patient care
• Attend regular training and staff meetings
• Support and train any new staff members
• Administrative duties as required
• To work across a variety of shift patterns from daytime, evenings, overnight, weekends and Bank Holidays 365 days per year, being flexible to provide support cover in the event of holidays and sickness
  
  

Our Key Expectations Are

Self-awareness Living authentically

Adaptability- Being ready to adjust depending on the situation

Openness What you see is what you get

Positivity with a real sense of being able to strive for the impossible

Generosity of spirit- Everyday should be an opportunity to act with kindness

Ability to have fun Taking the role seriously, whilst being yourself

Our Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.

Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:

Fun: People rarely succeed unless they are having fun. Happiness is healthy!

Awesome: We arent here to be average, were here to be awesome!

Humble: Were here to make a difference to the lives of others, NOT to see how important we can become

Brave: We challenge the norm. We have the courage to get the difficult jobs done

Oompf: We have natural oompf! Its infectious!

Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity

Come and be a part of our amazing team!

We offer NHS Pension

Cycle to Work Scheme

Career Development Opportunities

Attendance Bonus

Staff Benefit Scheme

Free Tea & Coffee

Eye Care Contributions

Information Systems

• Understand all systems relevant to Operations including understanding of data fields and sources. Ensure escalation and resolution of issues affecting the running of services where required
• Work with IT support team and Adastra to improve understanding
• Protect confidentiality of records transmitted to external stakeholders and operate within the principles of Data Protection and relevant local guidelines (Caldicott Principles)
• Ensure confidentiality on all matters relating to patients and do not release any information to anyone other than those acting in an official capacity
  
  

Patient Engagement & Satisfaction

Understand patient satisfaction measures and encourage patients to provide feedback around service

Clinical Governance

Work with the Deputy Head of Urgent Care Business Quality & Improvement, Head of Urgent Care and clinical leads to ensure compliance with CQC standards and quality standards within commissioned contracts

Have knowledge and understanding of all FCMS policies and procedures to ensure compliance across the services

Training and Support

Participate in any relevant training and continuously identify training needs to assist your personal development with your line manager.

General

Be credible at all times whilst upholding our values

Build trust with all relevant stakeholders, always acting as an ambassador for the business

Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

DBS - The role is subject to a DBS check which will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

Person Specification

Skills, Knowledge & Competencies - Essential

Excellent verbal and written communication skills, including presentation skills

Operational management

Able to work on own initiative and prioritise workload

Able to manage and prioritise multiple projects and tasks

Excellent IT skills and able to use multiple software packages

A genuine interest in people and a positive mind-set

Able to deal with diversity & challenge from patients

Desirable

Knowledge of the local area and needs of local population

Knowledge of NHS complaints procedure

Knowledge of the wider Doncaster Health economy e.g. Community services

Specific Job Requirements - Essential

Remaining calm under pressure

Able to manage varying workloads

High emotional intelligence

Car driver

Qualifications - Desirable

Diploma or equivalent experience at manager level.

Healthcare related qualification

5 GCSEs A*-C or equivalent including English & Mathematics

Experience - Essential

Operational management experience

Experience of working with IT systems including Adastra & NHS Pathways/ Ability to train on relevant systems

Desirable

Line management experience

Understanding and awareness of Information Governance

Experience and knowledge of safeguarding

Other - Essential

Remaining calm under pressure

Able to manage varying workloads

High emotional intelligence

Car driver

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.