Job summary
The Operational Support Manager is a key role to work with the support
of the Head of Operations to deliver the day to day management of the operations
team and line management of designated individuals
You will be responsible for the Patient Journey, how data monitoring will help aid
continuous improvement for change. Teamwork,
internally and externally is also key to the role. You will take the lead from
the Head of Operations to ensure the Patient Journey runs seamlessly based on
Patient demand; Urgent, non-urgent or care home. You will be responsible to aid
operational delivery of the pathways.
You
will ensure compliance with national and service targets; ensure data is
measured to develop services; planning to continuously improve the Patient
journey; monitoring quality and how we can improve.
You will be responsible to plan and deliver a first-class
appointments service and administrative tasks service to GPs, health care
professionals, patients, and their representatives. You will be responsible for
the overall operational delivery of the Access element.
You will be responsible to ensure we are
working to workforce budgets and are pro-actively planning ahead and escalating
to the Head of Operations when necessary.
You will be responsible to ensure we have a retention
and succession plans in place. You will be responsible to ensure the Managers
and Team Leaders are leading the team and service.
Main duties of the job
Day to day oversight of operations in accordance
with SHP Operating policies and procedures to ensure service standards and KPIs
are met.
Proactive review of KPI standards and
implementation of plans to further improve the service whilst identifying best
practice.
Supervise staff ensuring all Access points are met
with equity and monitor quality.
Ensure that KPIs are met by providing support,
coaching, training, and performance management to the operational staff.
Data analysis work closely with our other Manager
to identify trends and opportunities in call flows.
Ensure rota is planned and disseminated 6 weeks in
advance ensuring optimal level of cover in contact centre and at sites.
Overseeing and developing SOPs in conjunction with
governance and operations team.
Responsible for the identification and implementation
of contingency processes for the contact centre and testing of the processes.
About us
SHP are a Solihull based partnership looking after over 56,000 patients and operating out of 7 sites. This role provides an opportunity to join a large forward thinking organisation whose vision is to be the most respected Primary Care provider in the West Midlands.
Through our centralised back-office functions, our systems are organised so we can concentrate on healthcare and not administration. Our practices place great value on teaching, training and mentorship within the team.
SHP Vision Statement:To provide person-centred care at theheartof the community.
Mission Statement:
Solihull Healthcare Partnership aims to be the provider of choice in delivering holistic care to our neighbourhood.
Honest - We practice and encourage open and honest communication, acting with integrity in all that we do.
Excellence - We strive to achieve the highest standards in the care we deliver and enable our team to create an environment that encourages excellence.
Accountable - We take personal and collective responsibility for our actions and the way we deliver care.
Respectful - We engage with our team, our patients and our community with respect, providing kind and compassionate person-centred care.
Transformational - We are committed to continually improving our standards, working with the community, being responsive and adapting to the changing needs of the neighbourhood
Job description
Job responsibilities
Coordinate and Integrate Care: Urgent
and non-urgent and Care Home
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 patients
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 PCN 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.
Please see attached Job Description
Job description
Job responsibilities
Coordinate and Integrate Care: Urgent
and non-urgent and Care Home
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 patients
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 PCN 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.
Please see attached Job Description
Person Specification
Qualifications
Essential
- Evidence of continuous professional development
Desirable
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Knowledge and Skills
Essential
- Excellent interpersonal and communication skills with a variety of media and all levels
- Excellent telephone manner with the ability to build rapport over the telephone
- Skills for communication on complex matters, requiring developed interpersonal and oral/written communication skills
- Ability to pull together comprehensive draft reports, data, and letters.
- Negotiating, networking and persuasive skills
- Highly competent at using initiative to solve day to day problems in a calm and professional manner
- Problem solving skills and ability to respond to sudden unexpected demands
- Excellent time management skills with the ability to continuously prioritise.
- Ability to work under significant pressure
- Ability to coordinate multiple areas of work ensuring alignment of priorities and effective communication
- Skills for managing aspects of projects ensuring they meet set deadlines and targets
- Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales
Other Requirements
Essential
- Flexibility to meet the needs of the business
- Able to travel to all SHP sites
- Full driving license and own car
- DBS required
Experience
Essential
- A minimum of 2 years operational management experience in an NHS/private healthcare setting
- Customer service or call centre experience or equivalent work experience
- 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 ICBs, 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
- MS Word/Outlook/Excel, EMIS and DOCMAN and other software packages
- Excellent organisational skills
- Ability to produce error free and well-presented reports demonstrating a high level of accuracy
- Tactful and diplomatic
Person Specification
Qualifications
Essential
- Evidence of continuous professional development
Desirable
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Knowledge and Skills
Essential
- Excellent interpersonal and communication skills with a variety of media and all levels
- Excellent telephone manner with the ability to build rapport over the telephone
- Skills for communication on complex matters, requiring developed interpersonal and oral/written communication skills
- Ability to pull together comprehensive draft reports, data, and letters.
- Negotiating, networking and persuasive skills
- Highly competent at using initiative to solve day to day problems in a calm and professional manner
- Problem solving skills and ability to respond to sudden unexpected demands
- Excellent time management skills with the ability to continuously prioritise.
- Ability to work under significant pressure
- Ability to coordinate multiple areas of work ensuring alignment of priorities and effective communication
- Skills for managing aspects of projects ensuring they meet set deadlines and targets
- Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales
Other Requirements
Essential
- Flexibility to meet the needs of the business
- Able to travel to all SHP sites
- Full driving license and own car
- DBS required
Experience
Essential
- A minimum of 2 years operational management experience in an NHS/private healthcare setting
- Customer service or call centre experience or equivalent work experience
- 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 ICBs, 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
- MS Word/Outlook/Excel, EMIS and DOCMAN and other software packages
- Excellent organisational skills
- Ability to produce error free and well-presented reports demonstrating a high level of accuracy
- Tactful and diplomatic
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
