Operations Supervisor - Care UK Health Care - Dorking

Responsible To

Service Delivery Manager

Key Responsibilities

Operations Supervisor is responsible for recruitment, selection and induction including reviews of new Call Centre staff members including their on-going training.

Line management of operational staff in conjunction with our human resources policies. This will include performance management, time-keeping, sickness/leave monitoring and advance adjustments to the rota where necessary.

Ensuring operational staff fully understands the importance of their role in ensuring effective, efficient, caring, and positive delivery of service to the patient.

Carry out annual appraisal, specific staff role, and policy audits on all staff.

Work with the Service Manager, Clinical Lead and other managers/supervisors so that operational matters and clinical issues do not conflict and are understood.

Health and Safety is monitored within the operational areas on a regular basis.

Ensure patient confidentiality is secure at all times

Promotion of an environment of patient focus and ongoing quality improvement.

Ensuring complaints are dealt with promptly and adequately investigated as requested by the senior management team. This will include proactive management to ensure reasons for complaint are eliminated or diminished as far as possible.

Problem solving, and trouble-shooting according to the demands of any particular operational situation.

On call responsibilities for Careuk in rotation with other supervisors. Additional payment is made for this.

Ensuring strict prescription monitoring is maintained.

Arranging quarterly staff meetings and workshops, keeping records of these meetings.

To ensure the care and motivation of all operational staff.

Work with the Rota Team to provide and manage an accurate operations rota for the service.

Identify the need for new policies and procedures where necessary and discussing with the management team.

Ensuring each service has an up to date procedural and policy manual.

To prepare various statistical data for monthly report as requested by the Service Delivery Manager.

To maintain budgetary adherence and attend regular meetings with the Service Manager to review budgets.

To ensure National Quality Requirements are met in a cost effective manner without compromise to quality.

To understand pre determined Key Performance Indicators.

To assist in companywide Business Continuity planning.

To be proactive in developing and co-ordinating any new projects taken on by the organisation.

To demonstrate an accurate and professional attitude to all patients, surgeries and any other professional agencies.

To inform the Service Manager if there is any foreseen ‘risks’ due to staffing with a strategy of ensuring the business needs are met.

To ensure all staff are aware of other OOH providers for onward referral.

To ensure ‘special patients’ are managed following guidelines.

To inform and update operational staff on operational changes and ensure changes are followed.

To ensure all paperwork relating to the OOH service is filed appropriately and stored as per data protection requirements.

To make sure IT security is followed by all personnel.

To ensure that security for the call centre is maintained and monitored.

To ensure the voice recording systems are managed and operational.

Skills & Experience

IT skills – word, excel & IT Ability to prioritise workload & work effectively under pressure

Motivation

Numeracy/Literacy

Performance Management

Managing a team

Minimum 1 year supervisory experience in a similar operational service

Good knowledge of primary care or 111 service

Qualifications

Good general education

Health & Safety (ICOSH)

Additional Information

A positive and professional attitude

Should be flexible in approach to ever changing demands