Job summary
Join our Award-winning Mental Health Service as a Shift Manager and Make a Real Difference!

Our Mental Health Integrated Access Partnership is revolutionising mental health crisis care by providing responsive community-based support, significantly reducing hospital admissions. Since February 2021, we have achieved a remarkable 99.9% reduction in NHS111 mental health calls directed to A&E.

As a Shift Manager, you will play a crucial role in ensuring the efficient and effective operation of our service. Your leadership will drive our mission to deliver compassionate, timely, and high-quality care. Join us to lead a dedicated team and make a significant impact on the lives of those in need.

Please note: This role is part time approx 16.5 hours per week this may be supplemented to increase hours by combining Call handler hours. This can be discussed at interview.

Please note the following pay structure for this role:
Weekday daytime: £15.27
Weekday evening: £15.66
Weekday overnight, weekend daytime and overnights: £17.10

Main duties of the job
As a Shift Manager, you will oversee the operational management of our mental health service, ensuring the patient advice queue is managed efficiently.

You will provide clear direction and support to colleagues, ensuring the consistent application of standard operating procedures. Your responsibilities include managing incoming calls with empathy and professionalism, optimising resource deployment, and addressing any resourcing issues promptly.

You will also be proactive in responding to risks within the healthcare system, implementing business continuity plans when necessary. Additionally, you will produce comprehensive shift reports and facilitate effective communication across the service.

About us
BrisDoc is a leading NHS Healthcare provider with over two decades of service in Bristol, North Somerset, and South Gloucestershire. We offer a range of primary care services, including 24/7 Urgent Care, GP Practices, and a Homeless Health Service, serving over a million patients annually.

Our team is dedicated to compassionate, respectful, and timely patient care, advocating for health equality. We foster a supportive and inclusive work environment, emphasising employee growth, work-life balance, and flexible roles. As an Employee Owned Social Enterprise, our staff are co-owners, actively engaged in organisational development.

We provide competitive salaries, generous leave, annual bonuses, and extensive training opportunities, along with benefits like the NHS Pension Scheme and various discounts.

Job responsibilities
Join our Mental Health Integrated Access Partnership, a pioneering service revolutionising mental health crisis care. As a Shift Manager, you will be at the heart of our service, ensuring its efficient and effective operation. Your leadership and dedication will drive our mission to deliver compassionate, timely, and high-quality care to our community.

Key Responsibilities:

• Operational Leadership: Oversee and coordinate the operational management of the mental health service across the region. Ensure our patient advice queue is managed efficiently and to the highest standards. Balance demand and capacity effectively while managing the interface with NHS 111 during shifts.
• Team Direction: Lead by providing clear direction and support to colleagues throughout the shift. Ensure the consistent application of standard operating procedures and produce comprehensive shift reports. Facilitate effective communication and collaboration across all parts of the service and with external providers.
• Call Handling: Manage incoming calls from healthcare professionals and patients with empathy and professionalism, adhering to our safety calling process. Ensure timely, informed, and professional responses to all callers. Accurately enter all referrals into the patient database.
• Resource Management: Optimise the deployment of resources throughout the shift. Promptly address any resourcing issues due to sickness or absence with appropriate contingency plans. Support the Clinical team in delivering suitable care pathways for each patient.
• Risk Management: Proactively respond to key risks within the healthcare system during your shift. Implement business continuity plans in the event of IT or equipment failures. Address any immediate non-compliance or training issues, reporting these to Team Managers.

What We Offer:

• Competitive Salary: Enhanced rates for evenings, weekends, and bank holidays.
• NHS Pension: Employer contributions at 23.7%.
• Generous Leave: 25 days annual leave plus 8 Bank Holidays, increasing with service.
• Annual Bonuses: Up to 3 bonuses per year.
• Training and Development: Paid training time and ongoing development opportunities.
• NHS Discount Scheme: Various discounts available.
• Cycle to Work Scheme: Promotes a healthier commute.

Who We're Looking For:
We seek individuals passionate about delivering outstanding patient care and committed to the NHS. As a Social Enterprise, we value social justice and environmental sustainability. We are looking for team members who respect equality and inclusion and who are eager to contribute to BrisDoc's mission.

Essential skills include good education, computer literacy, effective communication, teamwork, flexibility, initiative, and confidentiality. Previous leadership experience and high customer service standards are desirable.

Person Specification
Qualifications and Experience
Essential

• Good general level of education, including GCSE equivalent qualifications in English and Maths

Desirable

• Experience of working in healthcare / NHS
• Experience in managing people and processes

Knowledge and Experience:
Essential

• Experience of leading others to achieve specified objectives
• Experience of working in a professional environment that requires high standards of customer service

Skills, Abilities, and Attributes:
Essential

• Excellent communication and interpersonal skills
• Evidence of computer literacy and keyboard skills
• Ability to convey information accurately both verbally and in writing
• Maintaining confidentiality at all times with regard to staff and patients
• Ongoing commitment to personal development

Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

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