IUC Shift Co-ordinator

Help us to deliver the best possible care to our patients!

Various hours (up to full time) at both call centres

Secondment opportunity to 31 January 2025

As an Integrated Urgent Care (IUC) Shift Co-ordinator you will be primarily responsible for the overall real time shift management and day to day supervision of all contact centre front-line staff to ensure the correct number of staff remain available to answer the volume of incoming calls at the desired service level.

You will also undertake calls with dissatisfied patients and look to resolve developing issues, de-escalate challenging behaviours, and provide timeframes for callbacks. responsible for the effective leadership of the IUC call centre staff ensuring the delivery of safe, effective and efficient patient care.

You will provide support and information to IUC Operational Service Managers during a shift in relation to real time operational issues e.g. staff not adhering to their schedule, or patients being referred to an incorrect service.

You will be NHS Pathways trained and have at least six months recent experience working within IUC. You willbe required to liaise with staff in IUC, the wider Trust and externally, particularly with Out of Hours Providers maintaining confidentiality of information to ensure that there is a wider awareness of operational pressures and escalation of issues.

You will be committed to your own development and have the flexibility to meet the needs of the service, requiring availability to work rota patterns including evenings, weekends, nights and public holidays.

You will have the flexibility to travel across both sites when necessary.

Your values will align to those of the Trust.

You will need to demonstrate:

* Ability to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management.

*Ability to communicate with a variety of different people and build rapport

* Educated to GCSE or Functional Skills level in Maths, English and ICT skills.

* Knowledge of Adastra software.

* Trained in NHS Pathways.

* Ability to use initiative and be aware of limitations.

* Ability to relate to others and adapt approach accordingly