Clinical Support Manager inBirmingham inBirmingham PUBLISHED 24 DEC 2023

1. Operational Management:

The HUB:

Take full responsibility and accountability of the HUB and all operations

Ensure all operational tasks are carried out efficiently and effectively during the shift.

Oversee the smooth functioning of all processes and procedures within the HUB.

Address any operational issues promptly and take necessary actions to resolve them.

Be part of the on-call rota to be on call as required by the Company

Service Contracts:

Supervise the completion of service contracts to ensure compliance with terms and conditions.

Verify that services provided align with the defined scope, duration, and pricing.

Confirm authorisation of services as per contractual agreements to ensure correct billing

Customer Service:

Utilize monitoring tools to assess the quality and efficiency of calls.

Provide constructive feedback to team members to enhance performance and customer service.

Offer coaching sessions to develop skills and address areas needing improvement.

Management:

Ensure adherence to HUB policies, procedures, and protocols.

Ensure team compliance with clinical guidelines and best practices.

Address any deviations from established standards and provide guidance for correction.

Schedule shifts and allocate tasks efficiently to ensure optimal coverage.

Monitor attendance and address any issues or gaps promptly.

Generate and analyse performance reports to identify trends and areas for improvement.

2. Leadership

Provide support and guidance to the team:

Offer assistance to team members dealing with complex or challenging calls and services.

Handle escalated calls and complaints with professionalism and empathy.

Serve as a resource for the team, providing guidance and solutions as needed.

Coordinate with other team leaders and stakeholders:

Maintain open communication with other leaders and managers to ensure alignment of goals and strategies.

Collaborate with stakeholders to streamline service delivery and resolve issues efficiently.

Foster a culture of collaboration and teamwork across departments.

Improvement and Innovation:

Proactively seek out areas for improvement in the HUB processes and systems.

Implement innovative solutions to enhance efficiency and effectiveness.

Encourage team members to contribute ideas and participate in improvement initiatives.

Conduct regular team meetings and training sessions:

Organise regular team meetings to disseminate information, updates, and feedback.

Provide training sessions to enhance skills and knowledge relevant to the job.

Cultivate a positive and collaborative team culture that promotes learning and growth.

3. Mental Health Act Management

Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Secure Transport and Complex Care

Provide guidance and information to support to patients, relatives, carers, and staff on the rights and safeguards of the act, such as consent to treatment, appeals, advocacy, and complaints.

Liaise with external agencies and professionals, such as Approved Mental Health Professionals to ensure lawful detention and conveyance.

Maintain accurate and confidential records of the legal status and treatment of patients

Keep up to date with the changes and developments in the legislation, policy, and practice related to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and the Code of Practice.

Participate in training and supervision, and contribute to the development and improvement of the mental health act knowledge and training

UK Applicants only

To ensure high quality care for mental health patients is provided by Prometheus in Mental Health Trusts, Acute Care Trusts, Private Healthcare Providers, Local Authorities and any other settings.

The role must provide leadership and management of all operations in the HUB and coordinate services in the field for frontline staff for Secure Care Transport and Complex Care.

1. Operational Management:

Take full responsibility and accountability of the HUB and all operations

Supervise the completion of service contracts to ensure compliance with terms and conditions.

Provide Customer Service through assessing quality of calls, provide constructive feedback to team members to enhance performance and customer service.

Ensure management of HUB policies, procedures, and protocols

2. Leadership

Provide support and guidance to the team by dealing with complex or challenging calls and services.

Coordinate with other team leaders and stakeholders to ensure alignment of goals and strategies fostering a culture of collaboration and teamwork across departments.

Proactively seek out areas for improvement in the HUB processes and systems.

Conduct regular team meetings and training sessions by cultivating a positive and collaborative team culture that promotes learning and growth.

Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Secure Transport and Complex Care