Centre Lead

Title:

Centre Lead

To work at our clinical hubs in the Redcar and Cleveland area.

Service Hours:

Mon to Fri, evening shift and night shift

Sat and Sunday, day shift, evening shift and night shift

Bank Holiday, day shift, evening shift and night shift

Accountable to:

Service Co-ordinator

Duties and Responsibilities:

The Centre Lead will support the Service Coordinator in managing the day to day activities across the clinical hubs. This includes the coordination of clinical and non-clinical staff and acting as a first point of contact for problems or queries occurring during the service hours.

• Contribute to the training and Induction of locum and new staff within the hubs. Coordination of equipment, supplies and other resources.
• Day to day problem solving including, IT, home visiting cars and premises and escalating to Head of Operational Management as appropriate
• Handling of queries regarding premises and escalating as necessary to the Head of Operational Management as appropriate
• Circulating information about operational policies, ensuring these are accessible to all non-clinical and clinical staff
• Liaising with the other Centre leads and Service Co-ordinators to ensure services run efficiently across the four Clinical hubs.
• Actively contributing to the implementation of escalation/emergency plans at service level
• Support the training of staff in operational procedures and IT systems usage/problem solving
• Provide emergency cover for Receptionist shifts at GP Extended hours and Out of hours hubs including overnights.
• Maintaining accurate records of each staff members hours worked including overtime and staff sickness, liaising with the Rota manager when difficulties occur
• Support the Head of Operational Management in ensuring the services run within budget and meet National Quality Requirements.
• Support the Service Coordinator to continuously monitor demand and patient flows to ensure that patients are dealt with appropriately and in a timely manner.
• Produce and disseminate accordingly for updating/action to Practices sensitive confidential patient information reports on Frequent Callers and Special Notes.
• Support the ongoing development of Operational Policies and Procedures
• Ensure local implementation of all Operational Policies and procedures
• Gather data for regular audits and to support service delivery and review.
• Support the Head of Operational Management and Clinical Directors in investigating complaints and incidents.
• Retrieve appropriate voice recordings
• Obtain required information from non-clinical staff
• Ensure information for patients is available and is handed out in line with GP Extended hours and Out of hours service policies.
• Maintain up to date patient information leaflets in all clinical hubs
• Advise patients of procedures of accessing GP Extended & Out of hours services
• Have specialist knowledge of all IT and telephone systems that are used in the service in order to be able to trouble shoot and resolve problems including Systm1,[SC1] Voice Recording Equipment, general IT equipment housekeeping.
• Support the receptionists to processes personal and telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional
• Ensure that all doctors bags and emergency drugs are fully stocked each shift and the replacement stock list is sent off to the nominated email address at the end of each week.
• Ensure that the emergency trolley is fully stocked and any items used are replaced and that the emergency stock list is completed
• Offer general assistance to all Clinical and non-clinical staff and project a positive and friendly image to patients and other visitors, either in person or via the telephone
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Person Specification

Essential

Desirable

Experience

· Experience of working in Healthcare setting

· Experience in Systm One

· Experience of communicating and managing people

· Experience of working in teams and able to promote a team spiriit

· Experience of working in a computerised environment and solving problems

· Experience of working with members of the public

Skills and Knowledge

· A solutions-focussed approach

· Adaptable to changing circumstances

· Excellent communication (oral and written) and inter-personal skills

· Ability to multitask

· Ability to listen and empathise

· Delegation and empowerment of staff

· Excellent IT skills

· Leadership skills, including excellent people management skills

· Good time management

· Ability to negotiate and manage conflict

· Able to manage change and cope with pressure

· Networking and facilitation skills

· Ability to implement and execute plans

· Good sense of humour, personable, affable, Self-motivating and self-confident

· Able to work with minimal direction

· Innovative

· Enthusiastic, with energy and drive

· Gains respect by setting a good example

· Trustworthy, honest, reliable, caring and sympathetic

· Strategic thinking with vision

· Hard working, reliable and resourceful

· Willing to work flexible hours as necessary

Qualifications

Educated to GCSE level or higher NVQ Level 3 or equivalent

Job Type: Part-time

Pay: From £12.80 per hour

Benefits:

• Company pension
• On-site parking
• Sick pay

Experience:

• line management: 1 year (required)

Work Location: In person

Application deadline: 22/08/2025