Job summary
Please note, the hours for this role must be performed on evenings and weekends.
This is the perfect opportunity to lead a team of Out of Hours Drivers and be part of a diverse team providing an efficient and comprehensive administration and reception service.
As a Lead UTC Driver, you will be considered a key person to help in day-to-day administrative tasks within the UTC Out of Hours along with driving the doctors to their visits, without you the UTC would not function efficiently. This is a genuine opportunity to be a part of a team in South-East London, with a real opportunity for personal growth and to influence UTC in your area. We are looking for Bank drivers. The service is 365 days per year which means a range of shifts will be available.
Main duties of the job
The UTC operates 24 hours a day, 365 days a year. During the week, the department is supported on site by the UTC Lead, UTC Service Lead, Deputy Service Lead, Lead GP and Lead Nurse. At weekends, the service needs the same level of operational support, so that issues with staffing, flow, equipment and transport are resolved quickly and locally rather than being escalated to senior management.
This role brings together two functions. The first is weekend supervision: a visible, non-clinical lead on site who takes ownership of the running of the department during weekend shifts. The second is leadership of the UTC driver team, including rotas, HR compliance, fleet management and monthly reporting.
About us
Greenwich Health is the GP Federation for the Greenwich Borough and have a not-for-profit ethos. This means we reinvest all our surplus into developing our staff, our organisation and to support our Practices in being sustainable for the future. We are committed to providing quality of care to our patients whilst building resilience for General Practice and providing services and programmes of work to deliver care at scale to the Greenwich Population. This role will be part of an exciting opportunity to work with leading specialists of an innovative Urgent Treatment Centre.
We are local organisation owned by our local GP Practices we care what happens in Greenwich and want to make a difference to our patients and our partners.
We have a not-for-profit ethos, meaning any surplus is reinvested into developing the business, developing our staff, and supporting our Practices in being sustainable for the future. Through our partnerships in our local healthcare environment, we can develop shared posts for example, with the hospital trust and our GP practices.
We are linked to the local VTS and have support from Greenwich University to develop specific development pathways. You will have ongoing support and mentorship.
We have developed an Urgent Treatment Centre (UTC) model, which aims to develop a stress-free and supportive working environment.
We have developed a working culture which harnesses openness and togetherness which has resulted in high staff retention rates.
Job description
Job responsibilities
Weekend supervision
Act as the operational lead for the UTC while on shift at the weekend, taking ownership of the overall running and flow of the department.
Monitor the UTC patient case list, waiting times and department flow, working with the Shift Lead / Senior Nurse to identify pressure points and take timely action.
Coordinate the non-clinical team on shift, delegating tasks so that the front door, reception, streaming support and administrative functions run safely and efficiently.
Support departmental escalation and surge plans, helping to maintain flow during periods of high demand and liaising with the QEH Emergency Department and site team.
Be a visible presence for colleagues in A&E, supporting the partnership aims of the service so that patients are supported across the department.
Resolve operational issues as they arise, including IT and system failures, equipment and estates problems, supplies and security issues, reporting faults to the appropriate department.
Recognise, prevent and defuse potential areas of conflict, using de-escalation skills and following organisational policy on violence, aggression and security.
Handle complaints and concerns from patients and visitors at a local level where possible, escalating in line with company clinical governance processes.
Report incidents and significant events, and make sure they are logged accurately and handed over.
Refer any clinical concern immediately to the Shift Lead / Senior Nurse or GP on duty. The post holder will not undertake clinical triage or give clinical advice of any kind.
Act as the first point of escalation for staff on shift, dealing with staffing gaps, operational problems, vehicle and transport issues and any other matters affecting the running of the service.
Escalate to senior management only where an issue cannot be resolved within the scope of the role, in line with the UTC escalation policy.
Keep an accurate log of issues arising during the weekend, actions taken and decisions made.
Provide a written weekend handover to the UTC Service Lead on Monday morning, covering staffing, incidents, complaints, fleet issues and any outstanding actions.
Weekend staffing and rotas
Manage the weekend rota, making sure all shifts are filled in advance and that gaps are identified and covered.
Make sure staff arrive on time and are on shift, and act promptly on lateness or non-attendance, including sourcing cover from bank staff where needed.
Record and report lateness, sickness and attendance issues to the relevant line manager in line with company policy.
Support the induction of new staff working at weekends, familiarising them with the department and its processes.
Lead Driver
Lead and manage the UTC driver team, fostering positive communication among drivers, GPs, UTC colleagues and external partners.
Coordinate the driver rota, in compliance with working time regulations.
Manage the teams annual leave and sickness via the digital HR system. Some of this, such as sickness reporting and return-to-work, may need to be dealt with during the week.
Conduct annual appraisals for the driver team.
Make sure the driver team is HR compliant, including licence checks, annual DVLA checks, driver assessments and mandatory training.
Arrange vehicle servicing, MOTs and repairs, including taking vehicles for service, and make sure vehicles and equipment are fit for use.
Make sure vehicle checks are carried out on each shift, and that vehicles are kept clean, secure and maintained.
Make sure drugs and clinical equipment carried in vehicles are handled securely at shift handover, that usage is recorded, and that regular stock checks are carried out.
Make sure timesheets, vehicle log sheets and logbooks are completed accurately.
Monitor daily transport performance and produce end-of-month driver and transport figures for the UTC Leadership Team.
Support the induction and guidance of new drivers, familiarising them with business operations and the geographical area.
Promote lone working safety across the driver team, prioritising personal and collective safety.
Maintain knowledge of the fleets vehicles, and be able to operate any vehicle and cover driving shifts where required.
General
Use Microsoft Outlook and other systems to read and respond to emails and to support the administration of the service.
Contribute to UTC team meetings as well as wider Greenwich Health meetings.
Support the implementation of policies and procedures, and implement Health and Safety and Risk Management appropriate to the area of work.
Undertake any clerical or administrative duties as deemed necessary to support the department.
Maintain the knowledge and skills necessary to perform the role effectively and ensure evidence of competence is provided to the line manager.
Recognise own limitations and seek advice when appropriate.
Person Specification
Experience
Essential
- Previous experience of supervising or managing a team, including rotas, annual leave, sickness absence and appraisals
- Experience of coordinating day-to-day operations in a busy, fast-paced environment
- Understanding of the role and its non-clinical boundaries
- Understanding of the NHS
- Understanding of data protection and confidentiality
- Demonstrate ability to work within the needs of a changing service
- Valid UK driving licence with a clean driving record, provided annually for a DVLA check
- Must be over 25 years old (under insurance policy)
Desirable
- Experience of working in urgent care, primary care or an emergency department
- Experience of acting as an operational point of escalation
- Experience of managing a vehicle fleet or a driving team
- Experience of a clinical or patient administration system (e.g. EMIS, Adastra) and a digital HR / rostering system
- Experience of producing performance reports or activity data
Qualifications
Essential
- GCSE or equivalent in English and Math
- NVQ level 2 or equivalent
- Basic computer skills including windows packages
- - full UK Driver's license
- - Immunisation documentation for DTP, MMR and varicella (or in place of varicella immunity, a signed risk declaration)
Desirable
- Leadership, supervisory or management qualification
- Customer care training
Personal Skils
Essential
- Calm, decisive and able to work under pressure
- Confident to make operational decisions independently, and to recognise when an issue must be escalated
- Able to lead and motivate a team, and to address lateness, attendance and conduct issues fairly and consistently
- Good verbal and written communication skills, with the ability to communicate effectively with a wide range of stakeholders
- Able to maintain confidentiality
- Highly organised, with the ability to prioritise competing demands
- Able to work every weekend, with some flexibility to deal with driver team HR matters during the week
- Commitment to equality, diversity and inclusion
Desirable
- Conflict resolution or de-escalation training
- Ability to speak a second language commonly used in the Greenwich population
Employer details
Employer name
Greenwich Health Ltd
Address
Queen Elizabeth Hospital Nhs Trust
Stadium Road
London
SE18 4QH
United Kingdom
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