Shift Manager

The Shift Manager is responsible for the overall performance of those services within the remit of the role. This position will be responsible for the day-to-day delivery of patient transport services to patients in accordance with agreed service contracts, targets, compliance standards, controls, and resource constraints.

The post holder will ensure the delivery of the key performance targets in their area of responsibility and demonstrate continuous improvement in patient experience demonstrating a dynamic aptitude for problem-solving. They will ensure that there are clear and transparent measure of success (KPI's) for their service areas, and these are delivered to the required level with an emphasis on continuous improvement.

The postholder will act as service expert and will lead in the implementation of service improvement as appropriate and act as contributor to the general development of all services within the business, playing key role in delivering projects.

· Actively support team feedback and take appropriate actions to support varying standards of performance by effectively managing our fleet resources and ensuring all safety and equipment checks are conducted by staff and any defects reported in line with the department procedures.

· Resolve day-to-day issues across your service area, collaborating closely with multi-disciplinary teams, including (but not limited to) patient flow problems, escalating to SMT as required.

· In conjunction with clinical staff ensure that patient transport is only provided where the patient meets the agreed eligibility criteria according to the service contracts.

· Provide support and training to staff on the cleric patient transport booking system.

• Patient / Service Pathways


· Continuously review abort list and daily performance management reports. Action changes or improvements to ensure that patients are receiving an improved experience.

· Actively manage and influence of the delivery of service patient pathways that are under postholders control.

· Support and direct your teams to identify areas of mismatch between demand and capacity and work with your team to ensure these are resolved.

· Add value to the patient journey to avoid duplication of effort and ensure consistency of service ensuring an effective inter hospital transfer process.

· Work with clinical teams to improve patient care experience, whilst improving productivity and efficiency. Demonstrate that you have various projects in place to continuously improve patient care, experience, and outcome.

· To lead in the complaints investigation process and liaise with the business support team to ensure thorough investigations and learning is identified and formulate appropriate replies in a timely and appropriate manner.

· Work in conjunction with the relevant Management Team members in supporting service changes based upon findings of audit, review groups, focus groups, storytelling, and surveys, as well as own findings.

• General Management


· Ensure service is running efficiently.

· Managing the patient/staff interface.

· Managing team or individual performance issues.

· Ensuring key performance indicators are met and where not, appropriate action is taken to rectify the issue.

· Development of your staff in line with the company policies and annual appraisal.

· Manage staff performance issues by conducting thorough investigations and compiling concise reports in line with company policy.

· To collaborate closely with colleagues and site-based teams to efficiently deliver this service.

· To communicate with Business Intelligence Team highlighting significant service pressure when they arise. Work through effective solutions to resolve issues both immediately and in terms of re occurrence.

· Actively support team feedback and take appropriate actions to support varying standards of performance by effectively managing our fleet resources and ensuring all safety and equipment checks are conducted by staff and any defects reported in line with the department procedures.

· Resolve day-to-day issues across your service area, collaborating closely with multi-disciplinary teams, including (but not limited to) patient flow problems, escalating to SMT as required.

· In conjunction with clinical staff ensure that patient transport is only provided where the patient meets the agreed eligibility criteria according to the service contracts.

· Provide support and training to staff on the cleric patient transport booking system.

· Analyse and interpret operational situations and make informed and balanced operational decisions to enable an effective patient focused service. This may involve complex and difficult decision making to achieve a desired outcome for the patient.

• Leadership and Management


· Deputise other roles as requested or to ensure continuity of service during periods of leave etc as required.

· Raise the profile of patient-centred care and BEARS values of Safety, Comfort & Care within your team.

· Ensure that all appraisal/personal development plans and mandatory training is undertaken by the team to ensure service compliance.

· Manage your team effectively, identifying all learning needs of staff through appraisal and performance reviews and setting appropriate and achievable training and development plans to address those needs.

· Develop team morale and motivation through effective personal leadership, ensuring views and decisions are communicated both up and down the management structure.

· The postholder will line manage relevant staff for their area of responsibility within the service.

· Contribute to staff development plans which anticipate service changes and developments and which address recruitment, retention and workforce capacity or establishment issues.

We are focused on quality, which defines the company and differentiates it from its peers (and competitors). Our emphasis remains to provide high quality service which underpins our values of standards of Safety, Comfort and Care.

Our staff are our greatest assets, displayed in our first-class training, and generous package as well as providing them with appropriate tools (including PPE and other materials), to enable them to deliver the highest standards of patient care.

We currently provide the following Patient Transport services: High Dependency, Bariatric, Mental Health and ECMO, which our NHS clients recognise as dependable, unlocking new opportunities for further specialist ambulance services in Critical Care, Neonatal and Paediatric Intensive Care services.