Integrated Hub Service Delivery Manager

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

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)