HUC

At HUC, we recognise the talent and potential of our employees and provide them with the opportunities to progress their career. Amy Loescher is one of those colleagues. She originally joined HUC as a Health Advisor (HA) just over three years ago, but now also works as an Integrated Urgent Care (IUC) Operations Support Administrator, Coach and Auditor. In this week’s blog, we learn about Amy’s journey at HUC and what her jobs involve.

In November 2018, following her master’s degree, Amy was job hunting and came across the Health Advisor role. “I wasn’t sure of what exactly I wanted to do, but when I saw this job, it really appealed to me. I liked the idea of working to help the NHS and learning more about healthcare. I enjoy being a Health Advisor, because it’s a very rewarding feeling knowing you have helped someone,” Amy says.

Like many of our colleagues, her job as a Health Advisor proved to be a stepping-stone for a chance to grow at HUC. All four of Amy’s current roles at HUC demand different skills and qualities, yet Amy couldn’t be more pleased with her journey because of the way the different jobs complement each other. And, she feels, they also make her better at what she does.

“I like how everything ties in together. With Auditing, it’s not only about helping other HAs, because whilst I am marking their calls, I am also picking up on the good things they do, and then I apply this when I am health advising myself, so there is always something to learn. Then of course, with my experience as a HA, I can feedback to them on how they should approach certain calls,” she explains.

“The IUC Operations Support Administrator job isn’t directly related to patient experience, but because HUC provides different services for our patients, I get to take a step back and have an overview. It allows me to learn about HUC as a whole, the different services we provide and how they come together.”

“All of my roles are fulfilling in different ways . For example, health advising is rewarding  because I am helping patients directly, auditing I find most stimulating and coaching enables me to encourage new starters who may be nervous and help them to grow in confidence,” Amy elaborates further.

So, what does a typical week look like for Amy?

Amy spends 18 hours of her week as an IUC Operations Support Administrator, supporting the Bedford Contact Centre. “I felt I needed a slight change and more variety, and the opportunity came along at the right time,” she says.

Some of her duties include ensuring colleagues have completed their mandatory training, taking minutes during meetings and contributing to the daily situation report, which show key performance indicators for our NHS 111, Clinical Advisory (CAS) and Out of Hours services to our commissioners. “I enjoy it because I can manage my own time, and it is a little bit less intense in comparison to my other jobs,” she says.

With her wealth of experience in health advising and a wish to play an even bigger part in our services, Amy stepped into Auditing and Coaching. Both focus on helping improve the performance of our contact centre.

“Auditing involves me marking the calls of other HAs using an audit tool. This will help identify their areas for improvement and where they have performed well. Coaching, on the other hand, is when you provide support to an HA at the beginning of their journey. So, they will listen to me take calls, and then I will listen to their first calls; guiding them and providing feedback along the way,” explains Amy.

Finally, when asked about what qualities it takes to be able to work in four separate roles, Amy responds by saying, “Time management and discipline. Discipline to keep them separate, and only spend the allocated time on that role. Having said that I really love the fact that the separate roles complement each other and feel like this variety has helped me grow in my professional life.”