Are you a confident decision-maker who thrives in a fast-paced operational environment? We're looking for a Shift Lead to play a pivotal role in ensuring the safe, efficient and effective delivery of our Integrated Urgent Care services. Working across Clinical Assessment Services (CAS) and Out of Hours (OOH) services, you'll lead operational activity in real time, ensuring patients receive timely care while supporting colleagues to deliver the highest possible standards of service.
As a Shift Lead, you'll be responsible for coordinating and supervising operational performance throughout your shift, managing demand, monitoring patient pathways and ensuring staffing resources are deployed effectively. You'll act as a key point of support for both clinical and non-clinical colleagues, helping teams respond proactively to operational pressures while maintaining a patient-focused approach.
This is an excellent opportunity for someone who enjoys leadership, problem solving and making a tangible impact on service delivery. You'll work in a dynamic environment where no two shifts are the same, using your judgement, organisational skills and operational knowledge to support service resilience and patient safety.
This role will cover either Suffolk and North East Essex or Surrey Services.
- Leading and coordinating the smooth running of operational shifts across urgent care services.
- Providing guidance and support to clinical and non-clinical colleagues throughout each shift.
- Monitoring service demand, case volumes and performance, implementing escalation processes where required.
- Managing patient flow and ensuring pathways are operating efficiently and safely.
- Allocating resources and making real-time operational decisions to maintain service delivery.
- Supporting the utilisation of appointments and clinical capacity across services.
- Maintaining business continuity processes during system issues or major incidents.
- Completing shift reports, documenting key events and escalating concerns where appropriate.
- Conducting comprehensive shift handovers to ensure continuity of service.
- Supporting the training and development of Coordinators and new team members.
- Liaising with Clinical Leads, Senior Clinical Decision Makers and operational colleagues to manage service pressures.
- Participating in operational meetings, training and service improvement activities.
- Supporting weekend and bank holiday reporting requirements when required.
- Previous experience working in a busy operational, customer service or healthcare environment.
- The ability to make sound decisions quickly in a fast-paced and changing environment.
- Strong organisational and prioritisation skills.
- Excellent communication and interpersonal skills.
- Proven problem-solving ability and confidence managing operational challenges.
- Strong IT skills and the ability to work across multiple systems.
- The ability to work independently while supporting and coordinating colleagues.
- A calm and professional approach when working under pressure.
- Good attention to detail and a commitment to maintaining high standards.
- Experience supervising or supporting colleagues would be advantageous.
- Knowledge of urgent care services, NHS pathways or healthcare operations would be beneficial.
- Experience using Adastra or NHS 111 systems would be an advantage.
- Flexibility to work a variety of shifts, including evenings, weekends and bank holidays.
