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Form of workJob summary
About FCMS
At FCMS we provide exceptional call handling, dental, planned care and urgent care services across the Fylde Coast and beyond. Working alongside and providing services for the NHS, while retaining our own sense of identity, enables us to operate with adaptability and openness while having fun.
About our Call Centre
We have an established history of handling calls for both clinical and non-clinical services; ensuring that all services we operate are maintained at the highest level of quality and efficiency. We have been delivering local health care since 1994 during out of hours periods; taking calls for GP practices when they are closed which enables us to understand what the local population needs. Our knowledge puts us in the ideal position to deliver a range of services that our patients deserve. We are proud to deliver NHS 111 and local booking agent services. Through these challenging times, we make a real impact on the communities we serve; ensuring users get the assessments they need and that patients are booked into local care services at same day health centres.
Main duties of the job
What will the role involve?
Our call centre is a highly varied and incredibly busy work environment where no two days are the same. Patient care is our utmost priority and you will remain calm and professional even when dealing with high call volumes and challenging or distressed customers. The role of 111 Clinician supports our 111 Health Advisors to provide full clinical assessments and provide home management advice to callers.
Flexibility to work a variety of shifts is essential in this role. While the 111 service is 24/7, FCMS provide the 111 service between 7am 12 midnight 365 days a year. Therefore, you must be able to work some shifts across evenings, weekends, Bank Holidays and during the festive period. Full-time, part-time and bank shifts are available.
The post holder will provide assessment, medication advice, and health information supporting individuals to access the appropriate level of care including advice to manage their symptoms at home.
About us
- The ethos of FCMS as a not for profit health and well-being services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services. Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.
Job description
Job responsibilities
Job Purpose
The post holder will be responsible for the assessment of health and clinical needs, utilising professional clinical judgement, supported by decision support software. This requires generalist and specialist skills to assess and deliver care to patients across all age groups in a contact centre environment.
The post holder will provide assessment, medication advice, and health information supporting individuals to access the appropriate level of care including advice to manage their symptoms at home.
Key Duties and Responsibilities
To use professional judgement at all times, and with the support of clinical assessment software, provide skilled and effective assessment of patients presenting clinical need, through telephone consultation
To bring together, analyze and critically evaluate a range of information during the care process to provide accurate advice and health information to patients in order to empower and enable them to act upon advice given
To maintain an up to date awareness of current policies and utilise acquired skills in mental health, child protection, medication enquiries and all other aspects of general healthcare
To liaise effectively between caller and third party in critical situations/areas of concern e.g. child abuse, where information is not consistent or may be disputed
To identify and use information sources to support and underpin clinical decision-making
To recognise opportunities for providing health education during the consultation process and to supply such information either in person or by referring to appropriate health care professionals as required
To use knowledge and competence in computer skills, in order to access drives, databases, email and approved internet resources and to appraise sources of information and their evidence base
To refer to other clinical colleagues as necessary for advice, but to maintain accountability and responsibility for decisions made in relation to clinical calls
To demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse and challenging workload
To adhere to and implement national and local policies and procedures and work within the NMC Code of Professional Conduct and the Health and Care Professions Council (HCPC)
To act independently within the constraints of professional and organisational policies and structures
To work independently, taking responsibility and accountability for managing own workload, risk assessment and risk management
To actively participate in clinical supervision to facilitate personal and professional development
To share and utilise areas of practice with peers and non-clinical colleagues to inform and enhance patient care
To maintain a healthy and safe work environment for self and colleagues
To maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary
To inform senior colleagues of any factors affecting delivery of the service as soon as they arise
To participate in the continuous quality improvement audit process to develop individual performance and achieve against set delivery targets
To participate in internal audits and support quality improvements to inform practice and improve service delivery
Communication
To actively communicate with other staff to assist service delivery
To actively communicate with other service providers about patient care programs or plans
Reflect the diversity of needs in the local healthcare community by utilising all available resources to facilitate access to the service where there are barriers to communication and understanding
To use advanced listening, probing and facilitative skills across a diverse range of calls, some of which can be highly challenging due to emotive circumstances or caller aggression and to use complex communication skills to negotiate (utilising language support services as necessary), and provide support to callers who may be non-compliant with recommended outcomes, emotive, hostile and or antagonistic
Education, Training & Development
To take responsibility and plan for own personal development requirements to meet individual education and developmental needs in line with service requirements
To support a learning environment in which quality, performance and development can flourish and to contribute on nursing development issues
To participate in an annual development review (PDP) and with the line manager, identify areas of need for professional development in order to meet service and personal objectives
General duties and Responsibilities
Enhance own performance through continuously developing own knowledge, skills and behaviours to meet the current and future requirements of the job
Act within acceptable parameters as an employee, having regard to the applicable Code of Conduct for your role and ensuring own practice is in accordance with company policies
Maintain own CPD and contribute to own personal development by participating in annual appraisal with line manager, developing a PDP, and actively participating in agreed learning activities and evaluating effectiveness of learning in relation to role
Regularly review own practices and makes changes in accordance with current and/or best practice, makes suggestions for improved practice and identifies where other activities affect own practice
To achieve and demonstrate agreed standards of personal and professional development within agreed timescales
To contribute positively to the effectiveness and efficiency of the teams in which he/she works
To contribute to a healthy, safe and secure working environment by adhering to health and safety regulations, policies, procedures and guidance. Take necessary action in relation to risks in the workplace including supporting others to manage risks and reporting incidents as necessary
To act in ways that support equality and diversity and the rights of individuals, ensuring own practice is in accordance with policies. Identify and take action when own or others action undermines equality and diversity
To raise concerns around risk, malpractice or wrongdoing at work, which may affect patients, staff or the organisation, at the earliest reasonable opportunity
The post holder will be required to adapt to and undertake different or new duties in line with professional and service developments This Job Description is intended as a general guidance to the duties and responsibilities of the post and is not, therefore, exhaustive. It will be subject to review, in light of changing circumstances and in consultation with the post-holder
The role is subject to a DBS check which will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).
Job description
Job responsibilities
Job Purpose
The post holder will be responsible for the assessment of health and clinical needs, utilising professional clinical judgement, supported by decision support software. This requires generalist and specialist skills to assess and deliver care to patients across all age groups in a contact centre environment.
The post holder will provide assessment, medication advice, and health information supporting individuals to access the appropriate level of care including advice to manage their symptoms at home.
Key Duties and Responsibilities
To use professional judgement at all times, and with the support of clinical assessment software, provide skilled and effective assessment of patients presenting clinical need, through telephone consultation
To bring together, analyze and critically evaluate a range of information during the care process to provide accurate advice and health information to patients in order to empower and enable them to act upon advice given
To maintain an up to date awareness of current policies and utilise acquired skills in mental health, child protection, medication enquiries and all other aspects of general healthcare
To liaise effectively between caller and third party in critical situations/areas of concern e.g. child abuse, where information is not consistent or may be disputed
To identify and use information sources to support and underpin clinical decision-making
To recognise opportunities for providing health education during the consultation process and to supply such information either in person or by referring to appropriate health care professionals as required
To use knowledge and competence in computer skills, in order to access drives, databases, email and approved internet resources and to appraise sources of information and their evidence base
To refer to other clinical colleagues as necessary for advice, but to maintain accountability and responsibility for decisions made in relation to clinical calls
To demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse and challenging workload
To adhere to and implement national and local policies and procedures and work within the NMC Code of Professional Conduct and the Health and Care Professions Council (HCPC)
To act independently within the constraints of professional and organisational policies and structures
To work independently, taking responsibility and accountability for managing own workload, risk assessment and risk management
To actively participate in clinical supervision to facilitate personal and professional development
To share and utilise areas of practice with peers and non-clinical colleagues to inform and enhance patient care
To maintain a healthy and safe work environment for self and colleagues
To maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary
To inform senior colleagues of any factors affecting delivery of the service as soon as they arise
To participate in the continuous quality improvement audit process to develop individual performance and achieve against set delivery targets
To participate in internal audits and support quality improvements to inform practice and improve service delivery
Communication
To actively communicate with other staff to assist service delivery
To actively communicate with other service providers about patient care programs or plans
Reflect the diversity of needs in the local healthcare community by utilising all available resources to facilitate access to the service where there are barriers to communication and understanding
To use advanced listening, probing and facilitative skills across a diverse range of calls, some of which can be highly challenging due to emotive circumstances or caller aggression and to use complex communication skills to negotiate (utilising language support services as necessary), and provide support to callers who may be non-compliant with recommended outcomes, emotive, hostile and or antagonistic
Education, Training & Development
To take responsibility and plan for own personal development requirements to meet individual education and developmental needs in line with service requirements
To support a learning environment in which quality, performance and development can flourish and to contribute on nursing development issues
To participate in an annual development review (PDP) and with the line manager, identify areas of need for professional development in order to meet service and personal objectives
General duties and Responsibilities
Enhance own performance through continuously developing own knowledge, skills and behaviours to meet the current and future requirements of the job
Act within acceptable parameters as an employee, having regard to the applicable Code of Conduct for your role and ensuring own practice is in accordance with company policies
Maintain own CPD and contribute to own personal development by participating in annual appraisal with line manager, developing a PDP, and actively participating in agreed learning activities and evaluating effectiveness of learning in relation to role
Regularly review own practices and makes changes in accordance with current and/or best practice, makes suggestions for improved practice and identifies where other activities affect own practice
To achieve and demonstrate agreed standards of personal and professional development within agreed timescales
To contribute positively to the effectiveness and efficiency of the teams in which he/she works
To contribute to a healthy, safe and secure working environment by adhering to health and safety regulations, policies, procedures and guidance. Take necessary action in relation to risks in the workplace including supporting others to manage risks and reporting incidents as necessary
To act in ways that support equality and diversity and the rights of individuals, ensuring own practice is in accordance with policies. Identify and take action when own or others action undermines equality and diversity
To raise concerns around risk, malpractice or wrongdoing at work, which may affect patients, staff or the organisation, at the earliest reasonable opportunity
The post holder will be required to adapt to and undertake different or new duties in line with professional and service developments This Job Description is intended as a general guidance to the duties and responsibilities of the post and is not, therefore, exhaustive. It will be subject to review, in light of changing circumstances and in consultation with the post-holder
The role is subject to a DBS check which will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).
Person Specification
Experience
Essential
- Evidence of consolidating post qualification practice
- Evidence of commitment to ongoing continual personal and professional development
Desirable
- Post registration experience of 2 years in a primary or acute setting
- Knowledge of clinical governance / quality performance
- Some awareness of issues relating to vulnerable people
- Evidence of liaising with multidisciplinary agencies both internal and external to the organisation
Skills & Capabilities
Essential
- Good patient assessment skills
- IT literate with good keyboard skills
- An ability to use personal initiative in working both autonomously and as part of a team within the boundaries of the role
- Excellent communication skills
- Ability to identify own developmental needs
Qualifications
Essential
- Professional clinical qualification and active registration with relevant regulator, e.g. first-level registered nurse with active NMC registration
- Registered Midwife
- Paramedic - Health and Care Professions Council (HCPC).
- Must be educated to degree level in relation to their registered role
Values & Behaviours
Essential
- Commitment to providing service that meets the changing needs of external and/or internal customers
- Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals
- Focus on constructive evaluation and challenge of own and team performance
- Proactive in identifying opportunities for improvement and innovation
Covid Vaccination Status
Desirable
- Proof of all covid vaccinations
Person Specification
Experience
Essential
- Evidence of consolidating post qualification practice
- Evidence of commitment to ongoing continual personal and professional development
Desirable
- Post registration experience of 2 years in a primary or acute setting
- Knowledge of clinical governance / quality performance
- Some awareness of issues relating to vulnerable people
- Evidence of liaising with multidisciplinary agencies both internal and external to the organisation
Skills & Capabilities
Essential
- Good patient assessment skills
- IT literate with good keyboard skills
- An ability to use personal initiative in working both autonomously and as part of a team within the boundaries of the role
- Excellent communication skills
- Ability to identify own developmental needs
Qualifications
Essential
- Professional clinical qualification and active registration with relevant regulator, e.g. first-level registered nurse with active NMC registration
- Registered Midwife
- Paramedic - Health and Care Professions Council (HCPC).
- Must be educated to degree level in relation to their registered role
Values & Behaviours
Essential
- Commitment to providing service that meets the changing needs of external and/or internal customers
- Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals
- Focus on constructive evaluation and challenge of own and team performance
- Proactive in identifying opportunities for improvement and innovation
Covid Vaccination Status
Desirable
- Proof of all covid vaccinations
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.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Additional information
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details
Employer name
FCMS
Address
Newfield House
Vicarage Lane
Blackpool
Lancashire
FY4 4EW
Employer's website
http://www.fcms-nw.co.uk/ (Opens in a new tab)
