Integrated Hub Service Delivery Manager

Solihull Healthcare Partnership

Information:

This job is now closed

Job summary

This is a very exciting opportunity to work across two primary care networks managing an Integrated Hub which houses our COVID Vaccination services, multidisciplinary and place collaboration teams. We are aligning our agenda to fully incorporate the Fuller Stocktake Report and this hub will form the centre of how we manage the prevention of illness in our patients and the management of complex long term conditions by enabling primary care to be aligned multi-agency services. The hub is currently our vaccination centre and the role will encompass leading our team to protect our wider population.

The two PCNs are SHP which looks after circa 55,000 patients and GPS Healthcare which is a 6 site PCN with a patient list of circa 40,000. You will be working with both PCNs to deliver a locality level prevention agenda and proactive long term care with a population based health approach.

This role allows you to delve into and lead multiple projects including the Vaccination Centre, MDT group consultations for those with complex illness and managing health promotion and lifestyle interventions, all from one hub - and this is just the beginning. This role holds community at the heart and building strong relationships with the community, practices, other primary care networks and Place partners is key to the ethos of the integrated hub.

Main duties of the job

The Integrated Hub Service Delivery Manager is responsible for

  1. the overall performance and operational delivery of services within the Integrated Hub.
  2. The day-to-day delivery of services to patients in accordance with agreed objectives, targets, quality standards, controls and resources constraints.
  3. Planned care services as defined by the needs of the organisation. You will work closely with the clinical and informatics team to manage patient services, and provide navigation and coordination of care and support at the Integrated hub, across sites and within the locality.
  4. Supervision of all reception/administrative staff, completion of all associated functions and ensuring adherence to the appropriate procedures, governance and timescales.
  5. Acting as the practice administrator for the clinical system and IT hardware issues, providing advice and guidance to all practice staff and working closely with systems providers as appropriate.
  6. Promoting quality and supporting adherence to standards in all domains and actioning any directions as required by the designated compliance led to ensure the business is operating within all statutory and regulatory obligations.

About us

Solihull Healthcare Partnership is a primary care network formed of 7 different GP practices. We provide quality care to over 55,000 patients in the Shirley / Solihull area.

This is an exciting opportunity to be part of an expanding team, which is friendly and supportive and focused on providing the best service to our patients.

Solihull Healthcare Partnership is looking for a committed, enthusiastic and highly motivated team member to join our Care Navigation Team.

Our teams are made up amazing people and we hear all the time from them about the levels of support, spirit and togetherness in their local teams. We are not afraid to say we work in a challenging environment although our people genuinely help one another every step and every day.

SHP recognises its staff as being fundamental to its success. All our Care Navigators are in the privileged position to know they make a very real difference to our patients and their families at the end of their working days. This is real job satisfaction.

Our teams benefit from some fantastic support from our team leaders and managers, who are accessible, experts in the job, supportive personalities and spend time with you to understand how you feel about your role.

Date posted

20 July 2022

Pay scheme

Other

Salary

£30,732 a year

Contract

Fixed term

Duration

2 years

Working pattern

Full-time

Reference number

A0040-22-7689

Job locations

Monkspath Health Centre

29 Farmhouse Way

Shirley

Solihull

West Midlands

B904EH


Job description

Job responsibilities

Coordinate and Integrate Care

· Develop an in-depth knowledge of the local health and care infrastructure and encourage signposting. Enable patients to access support and services that are right for them.

· Work towards increasing patients’ understanding of how to manage and develop health and wellbeing through offering advice and guidance.

· Work with the wider PCN, MDTs, and the social prescribing service to look at how carers can support people.

· Review and update care and support plans at regular intervals.

· Regularly liaise with the range of multidisciplinary professionals and colleagues involved in the patient’s care, facilitating a coordinated approach and ensuring everyone is kept up to date so that any issues or concerns can be appropriately addressed and supported

· Actively participate in multidisciplinary team meetings in the PCNs as and when appropriate

· Identify when action or additional support is needed, alerting a named clinical contact in addition to relevant professionals, and highlighting any safety concerns

System administration

  • Hold the post of system administrator and RA sponsor for NHS Smartcard purposes
  • First point of contact for software and hardware IT issues, maintain a good understanding of these and knowledge of relevant key points of contact.
  • Maintain a good understanding of appointments, links, prescription and reporting systems
  • Maintain patient check in pathways, texting, telephony messages and any other in house patient communication systems
  • Maintain clear understanding of telephone systems, both daytime and out of hours.

Operational Management

· Supporting the day-to-day operational management of a portfolio of new/existing community services and Integrated Hub service delivery initiatives.

· Proactively managing service capacity and demand on a daily basis by reviewing clinic data to ensure that appointment slots are not wasted, and capacity is regularly monitored to remain within waiting times KPIs

· Work alongside other Nominated Managers at PCNs to coordinate work across the team including back checking and feedback.

· Working closely with other teams across the organisation e.g. HR, IT, Governance and Finance to ensure services are delivered efficiently and effectively

· Responsible for delivery of planned care services as defined by the Senior Management.

· Leading the development of effective/regular communication channels across the portfolio of services e.g. weekly meetings with service/site clinical leads, specialty MDTs, admin team meetings etc.

· Ensuring that clinical MDTs are embedded across each service with standardised agendas, data packs and actions being prepared and circulated in a timely manner

· Preparing reports for operational meetings on service capacity/demand, KPI delivery and operational issues

· Act as a key point of contact for external parties. This will include (but not be limited to) liaison with the clinical workforce, clinical lead, referring practices, GPs, Practice Managers, ICSs and hospital service managers

· Develop and maintain standard operating policies and protocols for services within the portfolio

Governance

· Working closely with the Governance department

· Leading investigations into complaints, incidents and significant events for all services and sites

· Supporting the governance department with preparations for CQC inspections, as required

· Establishing and maintaining operational risk and issues logs for all services

· Work closely with the governance/admin team to ensure compliance with confidentiality, data protection, information governance and security policies and procedures

Staff Management

  • Accountable for ensuring co-ordination of staff rotas and supporting senior receptionist to deliver this; ensuring capacity and cover for absence at all times

· First point of contact for staff to notify of sickness absence, to coordinate cover as appropriate

· Directly line managing key staff groups including administrative teams, clinical teams and allied health professionals

· Arrange locum covers

· Responsible for supporting recruitment activity through delivery of induction training, probation reviews and ongoing support for new starters.

· Responsible for ensuring training requirements are adhered to by co-ordinating time allowance for completion/attendance as needed.

· Responsible for supporting change implementation through use of appropriate methods of communication, coaching and documentation.

· Leading staff recruitment as required including, developing job descriptions/adverts, shortlisting, interviewing and working with the HR department to ensure that all necessary pre-employment checks are completed

· Developing and implementing staff induction and training frameworks for a variety of staff roles

· Lead staff performance reviews, appraisals and PDR development for administrative and clinical roles

· Managing complex HR/employee relations issues including staff sickness and poor performance

· Preparing monthly payroll updates and working with the payroll department to resolve any pay related issues

Clinical Rota and Appointment Management

· Accountable for ensuring that rotas for clinical staff are applied in a timely fashion and supporting communication with PCNs

  • Accountable for co-ordinating clinical rotas; ensuring capacity and cover for absence at all times and communicating any gaps that pose a risk to safe service delivery promptly with Clinical Lead
  • Responsible for maintaining appointments and appointment processes
  • Monitor patient requirements, feedback and behaviour and feedback to Clinical Lead.

Stakeholder Management

· Supporting the Head of Operations/Governance with data/intelligence required to complete quarterly/annual commissioner submissions

· Ensure that monthly data collection processes are completed to a high standard and in a timely manner

· Responding to senior management’s queries/requests in relation to services/sites within portfolio

· Implement action plans if there are any KPI breaches within the service portfolio

· Identify areas to improve and suggest any areas where reporting will identify service improvement potential

· Lead data verification/reconciliation processes as required by the Informatics Team.

Estates Management

· Act as the main point of contact for sites directly managed under your portfolio.

· Liaise with contractors working within sites to carry out essential maintenance and repair work

· Ensure systems and processes are in place for effective estates management e.g. stock control, cleaning and infection control procedures, reception cover and security

· Work closely with the Head of Governance to ensure that sites are compliant with CQC standards

Project Support

· Attend and contribute to project group meetings to feedback on progress with the development and delivery of new/existing services

· Support the project team with the implementation of new services through the development and delivery of detailed implementation plans

· Contribute to other key projects as and when required e.g. service evaluations, audits and reviews

Communications and Engagement

· Proactively promote the benefits of community and other stakeholder services through the development and dissemination of promotional materials to patients and internal stakeholders

· Ensuring that all information in the external domain remains up-to-date.

· Taking ownership of internal and external communications channels and liaising with Communications co-ordinator to ensure all information presented is accurate and up-to-date

· Building and maintaining effective working relationships with internal and external stakeholders.

Financial Management

· Support the clinical service lead to deliver on financial and clinical targets and growth plans.

· Delivering implementation plans for new services e.g. recruitment, IT establishment, estates set-up, purchasing of equipment, establishment of administrative protocols, communication with other sites and practices

Other 

· Other ad hoc duties as required by the Senior Leadership Team

· To undertake any other duties commensurate with the scope of the role and within your skill set as requested.

Job description

Job responsibilities

Coordinate and Integrate Care

· Develop an in-depth knowledge of the local health and care infrastructure and encourage signposting. Enable patients to access support and services that are right for them.

· Work towards increasing patients’ understanding of how to manage and develop health and wellbeing through offering advice and guidance.

· Work with the wider PCN, MDTs, and the social prescribing service to look at how carers can support people.

· Review and update care and support plans at regular intervals.

· Regularly liaise with the range of multidisciplinary professionals and colleagues involved in the patient’s care, facilitating a coordinated approach and ensuring everyone is kept up to date so that any issues or concerns can be appropriately addressed and supported

· Actively participate in multidisciplinary team meetings in the PCNs as and when appropriate

· Identify when action or additional support is needed, alerting a named clinical contact in addition to relevant professionals, and highlighting any safety concerns

System administration

  • Hold the post of system administrator and RA sponsor for NHS Smartcard purposes
  • First point of contact for software and hardware IT issues, maintain a good understanding of these and knowledge of relevant key points of contact.
  • Maintain a good understanding of appointments, links, prescription and reporting systems
  • Maintain patient check in pathways, texting, telephony messages and any other in house patient communication systems
  • Maintain clear understanding of telephone systems, both daytime and out of hours.

Operational Management

· Supporting the day-to-day operational management of a portfolio of new/existing community services and Integrated Hub service delivery initiatives.

· Proactively managing service capacity and demand on a daily basis by reviewing clinic data to ensure that appointment slots are not wasted, and capacity is regularly monitored to remain within waiting times KPIs

· Work alongside other Nominated Managers at PCNs to coordinate work across the team including back checking and feedback.

· Working closely with other teams across the organisation e.g. HR, IT, Governance and Finance to ensure services are delivered efficiently and effectively

· Responsible for delivery of planned care services as defined by the Senior Management.

· Leading the development of effective/regular communication channels across the portfolio of services e.g. weekly meetings with service/site clinical leads, specialty MDTs, admin team meetings etc.

· Ensuring that clinical MDTs are embedded across each service with standardised agendas, data packs and actions being prepared and circulated in a timely manner

· Preparing reports for operational meetings on service capacity/demand, KPI delivery and operational issues

· Act as a key point of contact for external parties. This will include (but not be limited to) liaison with the clinical workforce, clinical lead, referring practices, GPs, Practice Managers, ICSs and hospital service managers

· Develop and maintain standard operating policies and protocols for services within the portfolio

Governance

· Working closely with the Governance department

· Leading investigations into complaints, incidents and significant events for all services and sites

· Supporting the governance department with preparations for CQC inspections, as required

· Establishing and maintaining operational risk and issues logs for all services

· Work closely with the governance/admin team to ensure compliance with confidentiality, data protection, information governance and security policies and procedures

Staff Management

  • Accountable for ensuring co-ordination of staff rotas and supporting senior receptionist to deliver this; ensuring capacity and cover for absence at all times

· First point of contact for staff to notify of sickness absence, to coordinate cover as appropriate

· Directly line managing key staff groups including administrative teams, clinical teams and allied health professionals

· Arrange locum covers

· Responsible for supporting recruitment activity through delivery of induction training, probation reviews and ongoing support for new starters.

· Responsible for ensuring training requirements are adhered to by co-ordinating time allowance for completion/attendance as needed.

· Responsible for supporting change implementation through use of appropriate methods of communication, coaching and documentation.

· Leading staff recruitment as required including, developing job descriptions/adverts, shortlisting, interviewing and working with the HR department to ensure that all necessary pre-employment checks are completed

· Developing and implementing staff induction and training frameworks for a variety of staff roles

· Lead staff performance reviews, appraisals and PDR development for administrative and clinical roles

· Managing complex HR/employee relations issues including staff sickness and poor performance

· Preparing monthly payroll updates and working with the payroll department to resolve any pay related issues

Clinical Rota and Appointment Management

· Accountable for ensuring that rotas for clinical staff are applied in a timely fashion and supporting communication with PCNs

  • Accountable for co-ordinating clinical rotas; ensuring capacity and cover for absence at all times and communicating any gaps that pose a risk to safe service delivery promptly with Clinical Lead
  • Responsible for maintaining appointments and appointment processes
  • Monitor patient requirements, feedback and behaviour and feedback to Clinical Lead.

Stakeholder Management

· Supporting the Head of Operations/Governance with data/intelligence required to complete quarterly/annual commissioner submissions

· Ensure that monthly data collection processes are completed to a high standard and in a timely manner

· Responding to senior management’s queries/requests in relation to services/sites within portfolio

· Implement action plans if there are any KPI breaches within the service portfolio

· Identify areas to improve and suggest any areas where reporting will identify service improvement potential

· Lead data verification/reconciliation processes as required by the Informatics Team.

Estates Management

· Act as the main point of contact for sites directly managed under your portfolio.

· Liaise with contractors working within sites to carry out essential maintenance and repair work

· Ensure systems and processes are in place for effective estates management e.g. stock control, cleaning and infection control procedures, reception cover and security

· Work closely with the Head of Governance to ensure that sites are compliant with CQC standards

Project Support

· Attend and contribute to project group meetings to feedback on progress with the development and delivery of new/existing services

· Support the project team with the implementation of new services through the development and delivery of detailed implementation plans

· Contribute to other key projects as and when required e.g. service evaluations, audits and reviews

Communications and Engagement

· Proactively promote the benefits of community and other stakeholder services through the development and dissemination of promotional materials to patients and internal stakeholders

· Ensuring that all information in the external domain remains up-to-date.

· Taking ownership of internal and external communications channels and liaising with Communications co-ordinator to ensure all information presented is accurate and up-to-date

· Building and maintaining effective working relationships with internal and external stakeholders.

Financial Management

· Support the clinical service lead to deliver on financial and clinical targets and growth plans.

· Delivering implementation plans for new services e.g. recruitment, IT establishment, estates set-up, purchasing of equipment, establishment of administrative protocols, communication with other sites and practices

Other 

· Other ad hoc duties as required by the Senior Leadership Team

· To undertake any other duties commensurate with the scope of the role and within your skill set as requested.

Person Specification

Experience

Essential

  • A minimum of 2 years operational management experience in a NHS/private healthcare setting
  • Significant experience of managing teams and line management
  • Experience in service redesign and project management
  • Experience of presenting complex data/information to staff at all levels and persuading people to make changes based on this information
  • Understanding of the role of NHS bodies such as CCGs, Acute providers, CQC, Monitor, NHS England and NHS Improvement
  • Experience of developing policies, pathways and standard operating procedures
  • Experience and understanding of governance systems and processes including CQC compliance

Qualifications

Essential

  • Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
  • Evidence of continuous professional development
Person Specification

Experience

Essential

  • A minimum of 2 years operational management experience in a NHS/private healthcare setting
  • Significant experience of managing teams and line management
  • Experience in service redesign and project management
  • Experience of presenting complex data/information to staff at all levels and persuading people to make changes based on this information
  • Understanding of the role of NHS bodies such as CCGs, Acute providers, CQC, Monitor, NHS England and NHS Improvement
  • Experience of developing policies, pathways and standard operating procedures
  • Experience and understanding of governance systems and processes including CQC compliance

Qualifications

Essential

  • Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
  • Evidence of continuous professional development

Employer details

Employer name

Solihull Healthcare Partnership

Address

Monkspath Health Centre

29 Farmhouse Way

Shirley

Solihull

West Midlands

B904EH


Employer's website

https://solihullhealthcarepartnership.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Solihull Healthcare Partnership

Address

Monkspath Health Centre

29 Farmhouse Way

Shirley

Solihull

West Midlands

B904EH


Employer's website

https://solihullhealthcarepartnership.nhs.uk/ (Opens in a new tab)

For questions about the job, contact:

HR Department

shp.hr@nhs.net

01217446663

Date posted

20 July 2022

Pay scheme

Other

Salary

£30,732 a year

Contract

Fixed term

Duration

2 years

Working pattern

Full-time

Reference number

A0040-22-7689

Job locations

Monkspath Health Centre

29 Farmhouse Way

Shirley

Solihull

West Midlands

B904EH