Service Manager

Job description

Job responsibilities

The primary purpose of the postholder will be to lead the provision, improvement, and development of a number of services, contributing to the achievement of service objectives and wider organisational goals. The postholder will be required to lead by example to gain the best from services and colleagues, ensuring they are supported to remain engaged and effective. These services currently include:

MSK SPOA Services: The postholder will be responsible for the operational delivery and performance of the Wandsworth Musculoskeletal Alliance Single Point of Access (SPOA) to ensure contractual KPIs are met and the best service experience is delivered to those using the service. The postholder will be the key point of contact between BHCIC and Alliance partners to support overall service delivery for the SPOA, working closely with BHCIC colleagues and other key stakeholders as required.

MICAS Services: The postholder will be responsible for the operational delivery and performance of the MICAS service, as commissioned by Wandsworth ICB, to ensure contractual KPIs are met and the best care and experience is delivered to those using the service.

It is planned to grow these services which will be appended to the hub as and when the services go live.

MSK SPOA Services

Work closely and collaboratively with Alliance partner colleagues within SGH and BHCIC to ensure a safe, integrated approach that delivers the requirements of the MSK Service Specification for the SPOA

Support the discussions with the alliance partners and the commissioner in the evolution of the SPOA and MSK services in Wandsworth to provide continual improvement

Support, in conjunction with the contracts and performance manager, contract negotiations with Alliance partner colleagues within SGH and the ICB

Be responsible for the operational delivery and performance of the Single Point of Access to provide a central contact point for advice, information referrals and appointment booking for patients, carers, GPs and other health care professionals

Ensure the provision of a standardised referral form that meets the needs of referring health care professionals/clinicians and enables rapid assessment and triage

Ensure effective and agreed pathways are in place to manage the interface between eRS referrals, clinical triage and booking of appropriate clinic appointments for patients

Monitor the MSK referral patterns by GP Practice, providing proactive support to Practice teams where required

Monitor and report agreed performance metrics and validation of activities across all aspects of the SPOA pathway, escalating any areas of concern

Ensure both administrative and clinical teams are working to the agreed patient access policies and pathways

Monitor the SPOA budget as agreed with BHCIC senior management colleagues, providing reports as required and escalating concerns as necessary.

MICAS Service

Work closely and collaboratively with key stakeholders involved in the delivery of the service (e.g. clinicians delivering the service, SGH clinical management, BHCIC colleagues) to ensure delivery of a safe service that meets all the requirements of the MICAS Service Specification

Be responsible for the operational delivery and performance of the MICAS service to patients, carers, GPs and other health care professionals, ensuring the service is high quality both clinically and in terms of the patient pathway

Ensure effective and agreed pathways are in place to manage the interface between eRS referrals, clinical triage and booking of appropriate MICAS clinic appointments for patients

Monitor the MICAS activity against contractual KPI requirements and patient experience, providing proactive support to address issues and concerns where required

Monitor and report agreed performance metrics and validation of activities across all aspects of the MICAS service, escalating any areas of concern

Ensure MICAS administrative and clinical teams are working to the agreed patient access and treatment policies and pathways, including the use of the patient electronic record system (EMIS)

Ensure the availability of appropriate equipment and consumables for MICAS clinicians to provide treatment and care to patients in line with agreed treatment protocols and service specification requirements

Monitor the MICAS budget as agreed with BHCIC senior management colleagues, providing reports as required and escalating concerns, as necessary

Quality Assurance

Be aware of and adhere to all relevant policies and procedures relating to the role

Ensure the requirements of the Care Quality Commission are delivered as part and parcel of delivery. Seeking support of colleagues e.g. governance in achieving this requirement

Ensure that any incidents, serious incidents, or significant events are promptly raised and lead the investigation in accordance with BHCIC policies and procedures

Ensure that any patient wishing to make a complaint, raise a concern or compliment the services provided are appropriately sign-posted and advised how to do so.

Ensure all complaints are managed in accordance with relevant policies and procedures

Ensure continuation of patient feedback process collating all feedback submissions into a single report for senior management.

Team management

Line manage the MICAS and SPOA administration team, providing effective professional and personal support to the team, utilising BHCIC HR policies and procedures as a management support framework as needed

Promote team working across clinical and non-clinical colleagues.

Undertake regular 1:1s with direct reports ensuring the meetings are supportive and effective for the individual and organisation

Undertake the annual appraisal for all direct reports in accordance with the agreed framework and timescales

Meetings

Attend various regular and ad hoc meetings with, but no limited to, internal e.g. contracts meeting, and external e.g. commissioner, SGH, and other key stakeholders

Ensure the MDM is organised and held at the agreed frequency with minutes shared in a timely way

Person Specification

Experience

Essential

• Operational management experience within an MSK Service;
• Experience of managing contract performance and delivering services within the context of contractual KPIs and service specifications;
• Demonstrable ability to develop, manage and lead using own initiative and under minimal supervision;
• NHS, public sector or other Health service experience

Desirable

• Operational management experience including experience of managing and developing clinical services in a variety of settings

Qualifications

Essential

• Educated to degree level or evidence of equivalent experience

Skills & Knowledge

Essential

• Ability to build credibility and trust quickly;
• Excellent problem solving and decision-making skills, alongside an ability to make informed decisions whilst considering organisational and business implications;
• Excellent financial and budget management awareness and ability to maximise use of resources;
• Ability to manage, motivate and develop people;
• Excellent organisational and time management skills;
• Ability to remain calm when working under pressure;
• Excellent IT skills, including use of Excel and Word;
• Good verbal and written communication skills, including presentation skills.
• Multi-tasking skills

Personal Attributes

Essential

• Committed to the provision of quality services
• Enjoys being a part of team
• A flexible, positive attitude to performing a wide range of duties
• Willing to develop/learn in the role.
• Fit to undertake the duties of the post.
• Ability to be flexible with regard to working hours

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.

Employer details

Employer name

Battersea Healthcare CIC

Address

Bolingbroke Medical Centre

Wakehurst Road

London

SW11 6BF

Employer's website

https://wandsgpfed.co.uk/ (Opens in a new tab)