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Clinical Supervisor vacancy

Job details

Job number:
Job location:
Dudley 111
Brierley Hill
West Midlands
Job contract type:
Job schedule type:
Full Time
Job closing date:
Friday, May 24, 2019 - 23:59

Job Summary

• Provide effective clinical leadership and management of the 111 clinical advisors and the clinical aspect of the 111 contact centre whilst on shift.
• When required, participate in providing clinical advice and direction to staff, also participate in the safe and appropriate clinical re-validation, signposting and assist with clinically appropriate triage of patients contacting NHS 111.
• Provide line direct management to Clinical Advisors within the 111 contact centre and provide training, coaching and monitoring of Clinical Advisors.
• To ensure their own competencies are maintained in line with the NMC/HCPC defined competency frameworks.
• Promote and monitor safe and effective practice
• Enhance the patient/clients experience of using the 111 service
• Contribute to the delivery of the organisations objectives
• At times deputise for the Clinical Lead.

This is a position of key responsibility for the effective delivery of Care UK NHS 111 services.

Responsible To

Key Responsibilities

1. To provide clinical leadership and demonstrate clinically appropriate decision making in supporting both clinical advisors and health advisors within the 111 contact centre.
2. Maintain communication link between different operational staff and other Managers/Supervisors.
3. At times deputise for the Clinical Lead. Activities may include attendance at external meetings/stakeholder engagements acting as a representative for Care UK NHS 111. This also may include but is not limited to; Data analysis and writing accurate reports for both internal and external parties, participating in service development projects and investigations, assuming the role of “on-site”
responsible clinical leader at times of pressure, escalation measures and business continuity emergencies to the level of Operational (Bronze) lead.
4. Provide a full induction and training for the new Clinical Advisors.
5. Create and maintain full training records for all Clinical Advisors.
6. To conduct audits in line with Care UK governance, NQR and NHS Pathways CQI requirements.
7. Performance manage Clinical Advisors to support the achievement of NQR’s and other service requirements or KPI’s and their own professional development.
8. To participate with investigation of complaints as requested by the Clinical Lead.
9. Undertake regular one to one reviews and staff meetings.
10. Ensure overnight health assessments are monitored.
11. Develop and manage the rota to ensure the call centre is appropriately staffed at all times.
12. Monitor sickness, annual leave and staff attendance.
13. Participate in on call commitment with other Managers/Supervisors as required.
14. Ensure Clinical Advisors are updated regularly regarding changes to policy/procedures or new business.
15. Ensure Operational Manuals (procedures and training) are kept up to date.
16. Act as a role model at all times for more junior staff.
17. Participate when required in external meetings, stakeholder engagements, and Care UK activities outside the Call Centre.
18. Adhere to Care UK Policies and Procedures at all times
19. Support the investigation of complaints and serious untoward incidents
20. Provide training for Clinical Advisors in the use of NHS Pathways or other software as agreed by Care UK.
21. Provide 24/7 cover. During the hours of 2 am-7 am daily, Clinical Supervisors will need to assume the following responsibilities:
a. Providing a point of contact for all matters regarding the running of the Clinical Network during live service delivery.
b. Live, dynamic Key Performance indicator (KPI) monitoring such as the answered in 60 second KPI , Warm Transfer, Call Back <10, 999 and ED validation and referral rates and Combined Clinical Contact, reacting as appropriate to Network demand.
c. Providing continual dynamic assessment of the clinical queues and management of clinical high risk patients using our clinical prioritisation model and risk matrix tools
d. Navigating or re-directing cases to appropriate resources in line with currently available clinical skill sets and case demand.
e. Using your clinical acumen to make clinically appropriate risk assessments.
f. Implementing escalation strategies in line with company policy and guidance, alongside providing clinical situation reports during any escalation phase.
g. Implementing BCP strategy for all sites to maintain service provision and overseeing the management of service delivery during times the BCP is in effect.
h. Monitoring of PEMs message queues for inter linkage failures (bolt-on task as nowhere else for this to go at time of issue).

Skills & Experience

• Management / Clinical Leadership experience.
• Demonstrable experience relevant to the role.
• Experience of working within a multi-professional / multi-agency environment.
• Experience of working in more than one environment which may include:
- Assessing patients in primary care.
- Working with children / infants
- A&E or Medical /Surgical Assessment Unit
- Assessment of Mental Health needs
• Evidence of Professional Development of staff and staff appraisal.
• Experience of telephone triage / advice service.
• Experience of patient contact services and / or primary care nursing.
• Experience of working independently within Nurse Practitioner / Specialist role.
• Experience of responding to complaints.
• Experience of Operational leadership/”Bronze” working at times of escalation or business continuity events.

• Experience of telephone triage / advice service.
• Experience of patient contact services and / or primary care nursing.
• Experience of working independently within Nurse Practitioner / Specialist role.
• Experience of responding to complaints.
• Experience of Operational leadership/”Bronze” working at times of escalation or business continuity events.
• IT literate and familiarity with standard office programs such as MS Word, MS Excel.
• Sound understanding of telephone advice NHS Pathways and Clinical Module.
• Sound knowledge of local primary care services including key players.
• Evidence of research or study into extended roles for nurses in primary care.


• Registered General Nurse or Health and Care Professions Council Registered Paramedic.
• Evidence of recent study.
• Post basic certificate, e.g. ENB course etc
• Further professional qualification e.g. DN / HV

Additional Information

Professional and Educational Responsibilities

1. To work within the professional Code of Conduct and other directives as defined by the NMC/HCPC.
2. To undertake appropriate personal and professional development to meet the requirements of Re-Validation/NMC/HCPC Registration.
3. To successfully complete training specifically around the NHS Pathways System, or other decision support software as directed.
4. Using the system provided, keep accurate and contemporaneous records of each enquiry, including assessment and advice regarding care.
5. Allow patients to carry out self-care as appropriate, through effective communication and health care advise.
6. Attend training and professional development programmes identified as appropriate.
7. Participate in the delivery of induction and on-going in house training programmes.
8. To regularly participate in clinical supervision.
9. Participate in individual’s performance appraisals activities.
10. To demonstrate a clear understanding of the accountability and legal implications of the Clinical Advisor triage role.
11. To participate in regular performance review with Clinical Lead using agreed competency framework appropriate to the individual’s scope of practice.

12. Promote an environment of learning and evidence based practice.

13. Ensure systems and processes are in place to support effective mentoring of staff.

Other responsibilities

1. Working with other key individuals maintain a safe and clean environment for staff and visitors ensuring compliance with legislation, policies and procedures including health and safety, risk management and incident reporting.

2. Ensure near misses, incidents and faulty equipment are recorded reported and investigated correctly with learning being disseminated to all.

3. Assist in the recruitment of new staff.

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