Centre Lead inMiddlesbrough inMiddlesbrough PUBLISHED 22 OCT 2024

An exciting opportunity has arisen to join ELM Alliance LTD. We are a GP federation that promote a high level of patient care and respect within the team. We have an excellent opportunity available for enthusiastic and motivated Centre Lead/Leads to work as part of our large team delivering the GP Extended & OOHs Hours service on behalf of all the member GP practices of ELM Alliance. Do you enjoy working directly with people, dealing with a variety of needs and challenges, as well as delivering actual benefits and making a true difference to the lives of entire communities? Previous experience of working within primary care is essential as well as experience in Systm One. If this sounds like the next step in your career, we would love to hear from you.

Various contracted hours available. (Up to 25 per week)

The purpose of the role is to:

Support the Service Coordinator in coordinating the day to day management of one of the Clinicalhubs during the GP Extended and Out of Hour Service during their opening hours.

The Centre Lead will work closely with the clinical team to ensure the delivery of a high quality service within both the Extended and Out of Hours Services.

The centre lead will plan ahead and work with the service coordinators to ensure the smooth running of the services and respond to problems as they arise during the GP Extended Hours and the Out of Hours period.

About us

Duties and Responsibilities:

The Centre lead will support the Service Coordinator in managing the day to day activities across the four clinical hubs. This includes the coordination of clinical and non-clinical staff and acting as a first point of contact for problems or queries occurring during the service hours.

• Contribute to the training and Induction of locum and new staff within the hubs. Coordination of equipment, supplies and other resources.
• Day to day problem solving including, IT, home visiting cars and premises and escalating to Head of Operational Management as appropriate
• Handling of queries regarding premises and escalating as necessary to the Head of Operational Management as appropriate
• Circulating information about operational policies, ensuring these are accessible to all non-clinical and clinical staff
• Liaising with the other Centre leads and Service Co-ordinators to ensure services run efficiently across the four Clinical hubs.
• Actively contributing to the implementation of escalation/emergency plans at service level
• Support the training of staff in operational procedures and IT systems usage/problem solving
• Provide emergency cover for Receptionist shifts at GP Extended hours and Out of hours hubs including overnights.
• Maintaining accurate records of each staff members hours worked including overtime and staff sickness, liaising with the Rota manager when difficulties occur
• Support the Head of Operational Management in ensuring the services run within budget and meet National Quality Requirements.
• Support the Service Coordinator to continuously monitor demand and patient flows to ensure that patients are dealt with appropriately and in a timely manner.
• Produce and disseminate accordingly for updating/action to Practices sensitive confidential patient information reports on Frequent Callers and Special Notes.
• Support the ongoing development of Operational Policies and Procedures
• Ensure local implementation of all Operational Policies and procedures
• Gather data for regular audits and to support service delivery and review.
• Support the Head of Operational Management and Clinical Directors in investigating complaints and incidents.
• Retrieve appropriate voice recordings
• Obtain required information from non-clinical staff
• Ensure information for patients is available and is handed out in line with GP Extended hours and Out of hours service policies.
• Maintain up to date patient information leaflets in all clinical hubs
• Advise patients of procedures of accessing GP Extended & Out of hours services
• Have specialist knowledge of all IT and telephone systems that are used in the service in order to be able to trouble shoot and resolve problems including Systm1,[SC1] Voice Recording Equipment, general IT equipment housekeeping.

• Support the receptionists to processes personal and telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional
• Ensure that all doctors bags and emergency drugs are fully stocked each shift and the replacement stock list is sent off to the nominated email address at the end of each week.
• Ensure that the emergency trolley is fully stocked and any items used are replaced and that the emergency stock list is completed
• Offer general assistance to all Clinical and non-clinical staff and project a positive and friendly image to patients and other visitors, either in person or via the telephone
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter