View Jobs Description

Job summary

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.

Main duties of the job

To act as an operational liaison point for other Taurus services to support transfer of patient care and to escalate concerns or problems that arise on shift, when the Operational Shift Manager is not working, to the Director on Call when required.

About us

Our ethos is to provide high quality and cost-effective health outcomes that are delivered as close as possible to the patients home, whilst ensuring that patients who do require in hospital services are seen as quickly and effectively as possible.

At Taurus Healthcare we strive to create a diverse, inclusive workplace, and welcome applications from candidates from all backgrounds including those from Military Veterans and family members of serving personnel.

Taurus Healthcare offer many employee benefits, such as:

• Access to a generous NHS pension scheme with 20.68% employer contribution
• 33 to 38 days annual leave entitlement, including bank holidays, depending on service (pro rata for part-time staff)
• Access to an extensive Employee Benefits Programme (Vivup) offering:
• 24/7 access to counselling services
• Salary-sacrifice scheme for cars and bikes
• Access to a range of discounts from national retailers
• Access to the Blue Light extensive discount scheme.

Job description

Main Responsibilities:

• To operationally support patients to move smoothly across Taurus and local services by facilitating appointments and appropriate access to clinical care.
• To co-ordinate and supervise the drivers and overnight nurses in the absence of the Operational Shift Manager, ensuring they carry out the role effectively, answering any queries they may have and giving appropriate support.
• To provide job role training and support to drivers and receptionists as required on shift.
• To ensure patients have been allocated and aligned to the most appropriate clinician on shift and co-ordinate face-to-face appointments, triage, and home visits within the appointment/booking system.
• Escalate allocation and co-ordination issues rising from clinicians to Operational Shift Manager when on duty. If urgent and overnight in Out-of-Hours to Director on Call and non-urgent through routine shift reporting.
• To manage patients within ADASTRA and EMIS medical system and effectively dispatch and co-ordinate appointments according to pre-determined priorities from 111 and Mallings.
• Ensure all cases achieve a timely response, meeting our Key Performance Indicators (KPIs) from an operational perspective.
• When there is a 'medic-vehicle tracking system' available, to ensure the most appropriate resource is tasked to the next home visit.
• When timed delays occur, undertake comfort calls with home visit patients to make sure they are aware of the delay and expected arrival time. To check if the circumstances of the patient have changed/worsened and to escalate as appropriate.
• To provide a shift handover that includes any breaches of KPIs and any issues that have arisen.
• To accurately report shift activity indicating key issues and priority actions.
• To report incidents on DATIX.
• To be responsible for ensuring patients in the waiting area are observed. If timed delays are incurred, to communicate the delay to patients. To identify any deterioration in the patient's health for escalation to a clinician.
• To work alongside, and in the absence of, the Operational Shift Manager to help oversee the medicine bags process, supporting drivers with safe handover to clinicians.
• To liaise with NHS 111 and Mallings Healthcare any operational queries e.g., out-of-area patients. Note: the Clinical Systems Dispatcher on behalf of a clinician may escalate inappropriate referrals.
• To ensure that patient surveys and questionnaires (electronic and/or paper) are carried out at the service delivery sites when required.
• To use a variety of IT tools/software effectively to support operational working.
• To support notification/post event messaging process to GP practices.
• To be able to use clinical services and software, listed below.
• To act as a chaperone if required.
• To ensure referrals from clinicians are dealt with according to process.

ADASTRA Tasks:

• Monitor incoming cases from 111 and Malling Services.
• Transfer cases from the ADASTRA system to the EMIS system, including patient details and consultation information.
• Undertake 'patient searches' in ADASTRA in the event of missing or incomplete case information.
• Close cases in ADASTRA once clinicians confirm they are complete.

EMIS Tasks:

• Register new patients onto the EMIS system.
• Update patients' personal details onto the EMIS database when required.
• Book patient appointments onto the EMIS appointment book in a timely manner.
• Active monitor clinicians' appointment diaries for potential KPI breaches.

NHS Portal:

• The NHS portal inbox receives palliative care notifications and patient appointments that are blocked from the normal pathway.
• Palliative care cases are to be transferred across to the ADASTRA system.
• Patient appointments via the portal are checked and verified against the EMIS system.

• Able to effectively manage customer complaints and concerns
• Able to communicate effectively verbally and written, with representatives of other organisations
• Teamwork and co-operation to achieve optimal results.
• Strong organisational skills
• Ability to use initiative to resolve problems and/or suggest improvements
• Computer literate, including use of Microsoft Office, internet, and patient database systems
• Ability to manage competing demands and prioritise these appropriately
• Strong inter-personal skills with colleagues, clinicians, patients, managers and other stakeholders
• Customer service skills

• Experience of supervising or managing others
• Experience of working in a healthcare environment

• Standard DBS clearance

• Educated to GCSE (or equivalent) standard grade 4/C or above.

• Fire warden qualified/trained
• First Aid qualification/trained

• Friendly and approachable
• Reliable individual
• Working effectively with a team

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.

Work authorisation:

• United Kingdom (required)

Application deadline: 06/10/2024