Pathway Operational Manager

Care Unbound Ltd t/a Here

The closing date is 02 February 2022

Job summary

The Sussex MSK Partnership (SMSKP) is managed and coordinated centrally by HERE. The Pathway Operational Manger (POM) will work alongside an existing team of other POMs in a collaborative and supportive environment. The POM will be aligned to one of the anatomical pathway teams that make up the service, although much of the role will be looking at how we can integrate more as a service.

Main duties of the job

They will be jointly responsible for the management of demand and capacity within the service and ensuring a high standard of quality of care for patients. They will supporting the Senior Patient Care Advisor manage a team and making sure colleagues are being developed in their roles. They will also be in regular contact with a team of clinical staff.

About us

Our Purpose: Care Unbound. To create more possibilities for care in every moment.

Here is a not-for-profit social enterprise – we work with and for the NHS, reinvesting surplus generated by our work into creating better services. We started in 2008 and have specialised in creating public sector partnerships to deliver primary and community health services.

Our members are local GPs, Practice Managers, Practice Nurses and our own staff.

We believe in enabling people to take control of their health care journeys we help to change the way health and wellbeing services work so care can focus on what matters to individuals.

We work to ensure that our culture is one that allows everyone to come to work as their whole selves. For most of us, work takes up a big part of our day. We want to ensure that its enjoyable and speaks to us on a level deeper than just getting the job done.

Job description

Job responsibilities

1. Working closely with Pathway Clinical Leads to monitor and co-ordinate demand and capacity. Sourcing and supplying demand and capacity data in order to facilitate service decisions and ensure timely access to the service.

2. Analysing referral trends and flows of referrals through the service. Ensuring that the demand of the pathway is effectively managed and escalating to the Service Manager as required.

3. Assessing forward capacity across the geography for a specific pathway group and ensuring that workforce is flexed in a way that best suits the service needs.

4. Working with other Pathway Operational Managers on a daily basis to assess the needs of the service and deploy administrative resource accordingly.

5. Communicate with providers and partners on a regular basis to ensure the smooth flow of a patient through the service and using information such as waiting times to assist in a patient’s decision making process.

Staff and Performance Management

1. To line manage Senior Patient Care Advisors (SPCAs) within a pathway group. Undertaking regular ‘one-to-one’ meetings and annual appraisals, this may be from Here and other partner organisations.

2. Creating and maintaining a culture of open feedback within the team. Enabling staff to refine and improve the service.

3. To enable the supervision of all staff within the pathway group, using the relevant organisational policies and training structure.

4. Develop and maintain relationships with the key roles stated below.

5. Ensuring and maintaining data security and patient confidentiality by adhering to policies and protocols.

6. Assisting the Service Manager to monitor service delivery and staffing budgets ensuring that delivery is within the agreed budgetary limits.

Service Delivery

1. To assist the Service Manager in the operational provision of the SMSKP service and taking a lead on the delivery of a pathway group. This includes achieving and maintaining high standards for access, quality, safety and patient engagement.

2. Adhere to and ensure targets are met. This includes contractual, corporate standards and targets and the Commission for Quality of Care standards and outcomes.

3. Providing support to Primary Care, including the sharing of best practice processes and practice visits. To assist GP surgeries to ensure there is a smooth referral process.

4. Leading on the scheduling and maintenance of a range of clinics. Ensuring that these clinics are fully utilised and prepared in a timely manner.

5. Working with the SPCAs to ensure that all waiting lists are regularly monitored and kept up to date.

6. Ensuring that all incident, complaint and plaudit reporting is done following policy and that all learning is cascaded as needed.

7. Support the Service Manager and Community Services Lead where necessary to secure new service provision business where appropriate. To assist in the implementation of new service provision.

8. Undertake any other duties required by the business as appropriate to the role.

Training and Developments

1. Sharing learning from both new ways of working and from incidents with clinical and non-clinical staff as necessary.

2. Proactively reviewing current processes and developing / improving where appropriate.

Person Specification



  • Proven track record in develop strong relationships
  • The ability to use existing information systems effectively
  • Excellent planning and organisational skills
  • Of supporting staff in dealing with upset or difficult people by telephone
  • Intermediate level Microsoft Word, Excel


  • NHS/public sector experience and knowledge
  • Experience of clinical service delivery in a healthcare setting

Other Requirements


  • Ability to travel between healthcare sites as required to job role
  • Commitment to equalities in employment and the promotion of diversity in the work place
  • Resilient with a flexible, adaptable and a can do attitude



  • Degree level or a minimum of 3 years in a project or service delivery role and/ or equivalent

Personal Qualities & Skills


  • Highly developed organisational skills
  • Ability to influence, negotiate and persuade
  • Good team worker combined with ability to lead projects and to work on own initiative. Self-motivated and able to work with minimum supervision
  • High degree of accuracy and attention to detail. Able to write clear, concise, grammatically accurate reports and project documentation
  • Ability to work to deadlines within a time constrained environment
  • Ability to work under pressure with competing demands
  • Ability to supervise staff, organise workload and to delegate appropriately
  • Able to summarise referral numbers into accurate performance reports
  • Ability to maintain good working relationships both internally and externally
  • Ability to analyse referral trends and effectively manage demand
  • Maintain and develop organisation culture and ethos
  • Excellent interpersonal skills
  • Able to communicate effectively face to face and on the telephone with a range of people in a range of situations including senior staff and clinicians
  • Ability to handle difficult issues with sensitivity, tact and diplomacy


  • Ability to manage complex task, and project manage delivery of particularly objectives

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

Care Unbound Ltd t/a Here


4th Floor

177 Preston Road


East Sussex


Employer's website (Opens in a new tab)

For help with your application, contact:

Jimmy Smith

Date posted

14 January 2022

Pay scheme



£24,500 to £27,000 a year



Working pattern

Full-time, Part-time, Compressed hours

Reference number


Job locations

4th Floor

177 Preston Road


East Sussex


Supporting documents

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Monday to Friday: 8am to 6pm

Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.