National 111
Advertising Salary
£46 693
Vacancy Type
Schedule Type
Full Time

About The Role


The Real Time Time\Clinical Service Delivery Team is a key virtual function, responsible for the dynamic live service delivery of both operational and clinical aspects of the Practice Plus Group 111 service nationally. Clinically, the Clinical Service Delivery Team oversees the Network of 111 contact centres (Bristol, Ipswich, Southall and Dorking) and Integrated Urgent Care (IUC); managing call flows, clinical queues and working collaboratively with supervisory and managerial staff to provide safe, high quality patient care 24/7 for all contracts.

NHS 111 provides a non-emergency telephone assessment service to the general public 24 hours a day, 7 days a week, 365 days a year; ensuring that thousands of patients every year are directed to the correct primary and secondary care services, or receive advice from our experienced in house clinical advisors.  Practice Plus Group is the largest IUC provider in the UK, combining NHS 111 and the Clinical Assessment Service, allowing patients to receive specialist advice from GPs, ANPs, dental nurses, mental health nurses and pharmacists.


Job Summary

Our team of Duty Clinical Managers (DCM) is responsible for the dynamic assessment and management of the IUC 111 clinical and Urgent Care queues, including the escalation and movement of clinical resource in line with current policy and guidance. During live service delivery, the DCM acts as a central point of contact for clinical staff, on site supervisors and senior on call managers. The DCM must provide safe and effective clinical triage expertise, working in conjunction with the Real Time Team to deliver optimised performance delivery against all Key Performance Indicators (KPI), for all Practice Plus Group contracts. The DCMs take an active role within the multidisciplinary team to ensure service quality is in line with corporate goals and strategy, and assist in contributing to the development of new ways of working to benefit the wider health economy.


Some of the key duties of a DCM:

  • dynamic management of 111 and UC queues
  • clinical risk assessment of cases awaiting call back
  • monitoring the live provision of ambulance and emergency treatment centre validation
  • escalation strategies based on an agreed plan, acting as initial point of contact for all contact centres for any service impacting issues posing a clinical risk
  • movement of clinical resource across our services

Roles and Responsibilities


  • Responsibility for KPI monitoring such as Warm Transfer (WT), Call Back in 10 minutes (CB10), ambulance/ETC validation and Combined Clinical Contact (CCC), reacting as appropriate to network demand
  • Travel between NHS 111 sites and other Practice Plus Group locations to attend meetings or other activities required by the business
  • Providing advice and guidance to Clinical Advisors and Team Managers across our services, including NHS Pathways clinical advice
  • Participation in multidisciplinary rota conference calls, including updating and interpreting clinical planning packs to identify shortfalls in clinical resource
  • Attending weekend review calls to ensure a collaborative and unified approach to optimal patient journeys and risk mitigation
  • Providing clear direction to all clinicians at the start of each shift and communicating changes as a result of escalation and service need, including communication by Puffin

Clinical Operations

  • Acting as point of contact for all matters regarding the running of the clinical network during live service delivery
  • Maintaining comprehensive clinical notes throughout the shift, provide shift handover reports and situation reports
  • Ad hoc management of resource telephony skilling, matching it appropriately to demand, using CMS to inform actions
  • Managing Health Advisor Dispatchers working on validation cases within the clinical queue, increasing/decreasing numbers in line with service need
  • Updating and maintaining Avaya with resource changes
  • Continual dynamic assessment of the clinical queues and management of high risk patients using our clinical prioritisation model and risk matrix tools
  • Actively participating in the management of clinical escalation in line with company policy and guidance, including escalating to the next level of command as appropriate
  • Navigating or re-directing cases to appropriate resources in line with available clinical skillsets and case demand
  • Working closely with Clinical Navigators in the CAS, ensuring that call flow is appropriate including the review of call flow requests on Puffin
  • Managing the urgent care platform for enhanced validation services
  • Using clinical acumen to make appropriate risk assessments, considering physical, psychosocial and environmental factors
  • Maintaining a stable communication link between all sites and members of the Real Time Team to ensure all are aware of all management plans and escalation
  • Liaison with Clinical Team Managers or other local point of contact to maintain the smooth running of the network
  • Implementing strategies in line with the operational coordination level of the Business Continuity Plan, facilitating any direction given by tactical command, in order to maintain service provision
Service Development and Improvement
  • Supporting the Clinical Delivery Lead with projects and assignments, including an assigned link role
  • Reviewing Pathways issues that have been raised internally and make evidence-based best practice recommendations, under the guidance of the Pathways link DCM

About You

Physical Requirements
  • Able to carry out the duties of the post
  • Can commit to the full scope of the rota, with a non-fixed shift pattern
  • Able to work onsite for the majority of shifts
  • Able to travel for meetings and training
  • Flexible regarding to working overtime as needed
Education, Qualifications and Experience
  • Professional registration as an RN/RGN or Paramedic with NMC/HCPC
  • Currently worki8ng as a CA, CS or similar position within a 111 environment
  • At least 6 months NHS Pathways experience, having passed Core Module 2 and trained to most recent Pathways version
  • Evidence of continuing professional development
  • Full comprehension of HA and CA roles
  • Sound understanding of the IUC service
  • Competent in the use of triage systems, including Adastra
  • Awareness of issues affecting the wider health economy
  • Good knowledge of service KPI's
  • Excellent interpersonal and communication skills
  • Management/leadership experience
  • Understanding of advanced practitioner role
  • Experience of Avaya and CMS
  • Experience of Microsoft Office, in particular Excel
Knowledge, skills, and abilities
  • Able to build and maintain constructive multidisciplinary working relationships
  • Excellent organisational skills with the ability to balance multiple responsibilities at once
  • Able to work both autonomously and within a team
  • Can demonstrate excellent performance in a high pressure environment
  • Sound clinical decision making
  • Ability to analyse complex and unexpected issues, using robust problem-solving techniques to resolve
  • Shows commitment to the Practice Plus Group values
  • We treat patients and each other as we would like to be treated
  • We act with integrity
  • We embrace diversity
  • We strive to do things better together
  • Focused on patient care and safety
  • Commitment to professional credibility
Additional Information
Please note that offers of employment are subject to receipt of satisfactory references and a DBS check. At Practice Plus Group, we actively promote diversity and equal opportunities.
Applicants must have the right to work in the UK.
Contact [email protected] for more information regarding this role. 
Please note that this advert may close earlier should we receive sufficient applications before the closing date. 

Other jobs like this

National 111
Advertising Salary
£46 693
Vacancy Type
Schedule Type
Full Time
Suffolk NHS 111 Service
111 Call Handlers
Advertising Salary
£10.19 - £13.11
Vacancy Type
Schedule Type
Full Time
HMP YOI Doncaster
Advertising Salary
Up to £30,743.90‬ per annum depending on experience
Vacancy Type
Schedule Type
Full Time