Rachel Croft Email and Phone Number

Responsible for providing senior leadership in the IUC call centres, nurturing a culture of openness which supports individuals to deliver a high quality service for patients in Yorkshire and Humber.Strong staff-centred management, the ability to inspire, guide and support staff and their personal well-being is imperitive in a challenging environment.Responsible for the resources within the centres, ensuring there is sufficient staff, clinical support, equipment, training and development within a working environment that is conducive to effective operational delivery.Ensure effective workforce management is in place working closely with the IUC Workforce and Performance Manager. This is underpinned by Call Centre Industry best practice i.e. 'capacity planning cycle where we continually review the staffing numbers, budget, recruitment and training plans to ensure capacity matches patient demand.Holistically performance focused across the Care Quality Commission (CQC) domains I inspire, motivate and engage staff to ensure the delivery of the key performance indicators (KPIs) for the service ensuring effective and efficient quality of care is provided 24 × 7 x 365.

Responsible for the IUC service for patients in Yorkshire and Humber, supporting staff to deliver the key performance indicators (KPIs) for the service ensuring effective and efficient quality of care is provided 24 x 7 × 365.Provide leadership within the centres, working as lead specialist within a team of Operational Service Managers across call centre locations ensuring staff are fully engaged, supported and developed and that the service culture is one of continuous improvement, using discretion and initiative to work within organisational policies and procedures.To be flexible in approach to manage the day to day running of a busy call centre environment, in order to ensure that the service is best set to meet the needs of patients.

Act as the conduit between the IUC Workforce and Performance Manager, the IUC Call Centre Managers, the IUC Operational Service Managers, and the IUC Team Leaders. Provide comprehensive workforce information, analysis and planning input within IUC.Make recommendations for service delivery improvements and efficient use of resources to the IUC Management Team in response to the views of staff, Team Leaders and Managers and support the implementation of any agreed changes and developmentsEnsure the IUC Management Team is kept fully informed of any IUC service delivery issues and tactical actions being taken to resolve them

Responsible for the effective leadership of the IUC staff within the call centres ensuring the delivery of safe, effective and efficient patient care.Monitor and supervise the IUC Health Advisors and ensure that performance and quality objectives are achieved through the implementation of robust policies and procedures, effective risk management and key performance indicators.

Be the first point of contact of communication with patients, patients' relatives, healthcare professionals and other callers. Using NHS Pathways to record patients' demographics and basic clinical information, to assess their condition and ensure they are directed to the most appropriate healthcare professional or end disposition.Provide assessment, basic advice and health information to patients calling 111, supporting them to access the appropriate level of care including advice to manage their symptoms at home.