Operations Manager

Care Unbound Ltd t/a Here

Information:

This job is now closed

Job summary

Are you are looking to take the next step of your career into a management role? Or maybe you have experience in management and looking for an exciting new role?

At Here, we deliver healthcare services in partnership with the NHS. We're looking for a Operational Manager to join us in the Sussex MSK Partnership Central (SMSKP) team.

This role will require you to be organised and hardworking, with the ability to lead, make decisions, and be flexible. You'll look after and manage some of the delivery of the service, including people, processes, and project delivery.

Main duties of the job

You'd be working with a team of other Operations Managers who assist the Deputy Service Managers and Service Manager in the operational provision of the service. You'll be responsible for leading a small team, which we call a pathway group.

Our POMs (Pathway Operation Managers) act as a bridge between our clinical and non-clinical administrative staff so you'll need to be able to communicate effectively.

It's a really rewarding role where you can see results and make a real impact on service outcomes. If you have a desire to improve the way things are done and drive change, we want to hear from you.

About us

Here is a not-for-profit, social enterprise working in the health sector. We do many things, including:

  • designing and delivering health care services in partnership with the NHS and third sector organisations.
  • developing and implementing products that support primary care to thrive What unites our efforts is a recognition of the way we do things.
  • We are a group of people who believe we can make a difference in the world.
  • We think business can be a force for good, and that profits should benefit our society.
  • We know that our society is not fair and equitable, and many people cannot thrive in the conditions in which they live. We believe changes in health and care could enable a better future for us all.

We want all employees to belong, thrive and contribute to our purpose, creating

exceptional care, for everyone.

Date posted

22 November 2023

Pay scheme

Other

Salary

£26,460 to £31,320 a year

Contract

Permanent

Working pattern

Full-time, Part-time, Compressed hours

Reference number

B0339-23-0012

Job locations

4th Floor

177 Preston Road

Brighton

East Sussex

BN1 6AG


Job description

Job responsibilities

Demand and Capacity

Demand and capacity planning is essential for us to maximise the resources available and ensure we provide an effective service for our users. It's the responsibility of the Operation Manager to have oversight, identifying areas of high demand and planning resources accordingly. This will include:

1. Working in collaboration with Professional Leads to monitor and co-ordinate demand and capacity, sourcing and supplying the data needed to support service decisions and ensure timely access to the service for users.

2. Analysis of referral trends and flows of referrals through the service

3. Work alongside other Operation Managers to evaluate the daily needs of the service and deploy administrative resource accordingly.

4. Lead on the scheduling and maintenance of a range of clinics, ensuring they are fully utilised and prepared in a timely manner.

People Management

You will need strong people management skills in the role as you'll be a leader within the service, building relationships and helping to motivate others. You will need to:

1. Line manage a group of Senior Administrators, undertaking regular 1:1 meetings, annual appraisals, and supporting them with line management of the wider administration team. Staff may be employed by Here or our partner organisation, Sussex Community Foundation Trust (SCFT).

2. Create and maintain a culture of open feedback within the team, enabling people to bring their best self to work.

3. Encourage staff to take ownership of their personal development and upskilling to help refine and improve the service.

4. Enable the supervision of all staff using the relevant organisational policies and training structures in place.

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

Collaboration and Communication

The role is often seen as the bridge between our clinical and administrative teams. As such, you will be working with key groups of people across the organisation, as well as external primary care contacts. You will need to:

1. Communicate with providers and partners on a regular basis to ensure the smooth flow of a patient through the service. This will include using information such as waiting times to assist in a patient's decision-making process.

2. Work with a group of SPCAs to ensure that all waiting lists are regularly monitored and kept up-to-date.

3. Be flexible and adaptive, making sure to be present at the sites we work from across Crawley, Horsham, and Mid-Sussex to connect with clinical and non-clinical colleagues.

4. Working alongside other departments (Development & Improvement team, Computer Systems Intelligence team) on service improvement projects to ensure the relevant parties are involved and effective change management takes place.

Data, Policies and Processes

Working in operations means that you will be working with data and processes on a daily basis, gathering performance data, processing reports, and communicating their significance to other staff. You will need to:

1. Achieve and maintain high standards for access, quality, safety and patient engagement.

2. Adhere to and ensure targets are met, including contractual targets, corporate standards and KPIs.

3. Ensuring statutory and mandatory training is up to date and in line with the Commission for Quality of Care standards and outcomes.

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

5. Proactively review current processes to identify where development and improvement may be appropriate and manage process change.

Job description

Job responsibilities

Demand and Capacity

Demand and capacity planning is essential for us to maximise the resources available and ensure we provide an effective service for our users. It's the responsibility of the Operation Manager to have oversight, identifying areas of high demand and planning resources accordingly. This will include:

1. Working in collaboration with Professional Leads to monitor and co-ordinate demand and capacity, sourcing and supplying the data needed to support service decisions and ensure timely access to the service for users.

2. Analysis of referral trends and flows of referrals through the service

3. Work alongside other Operation Managers to evaluate the daily needs of the service and deploy administrative resource accordingly.

4. Lead on the scheduling and maintenance of a range of clinics, ensuring they are fully utilised and prepared in a timely manner.

People Management

You will need strong people management skills in the role as you'll be a leader within the service, building relationships and helping to motivate others. You will need to:

1. Line manage a group of Senior Administrators, undertaking regular 1:1 meetings, annual appraisals, and supporting them with line management of the wider administration team. Staff may be employed by Here or our partner organisation, Sussex Community Foundation Trust (SCFT).

2. Create and maintain a culture of open feedback within the team, enabling people to bring their best self to work.

3. Encourage staff to take ownership of their personal development and upskilling to help refine and improve the service.

4. Enable the supervision of all staff using the relevant organisational policies and training structures in place.

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

Collaboration and Communication

The role is often seen as the bridge between our clinical and administrative teams. As such, you will be working with key groups of people across the organisation, as well as external primary care contacts. You will need to:

1. Communicate with providers and partners on a regular basis to ensure the smooth flow of a patient through the service. This will include using information such as waiting times to assist in a patient's decision-making process.

2. Work with a group of SPCAs to ensure that all waiting lists are regularly monitored and kept up-to-date.

3. Be flexible and adaptive, making sure to be present at the sites we work from across Crawley, Horsham, and Mid-Sussex to connect with clinical and non-clinical colleagues.

4. Working alongside other departments (Development & Improvement team, Computer Systems Intelligence team) on service improvement projects to ensure the relevant parties are involved and effective change management takes place.

Data, Policies and Processes

Working in operations means that you will be working with data and processes on a daily basis, gathering performance data, processing reports, and communicating their significance to other staff. You will need to:

1. Achieve and maintain high standards for access, quality, safety and patient engagement.

2. Adhere to and ensure targets are met, including contractual targets, corporate standards and KPIs.

3. Ensuring statutory and mandatory training is up to date and in line with the Commission for Quality of Care standards and outcomes.

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

5. Proactively review current processes to identify where development and improvement may be appropriate and manage process change.

Person Specification

Skills

Essential

  • - Ability to develop strong relationships and maintain working relationships both internally and externally
  • - Able to demonstrate the values of the organisation to help maintain the working culture
  • - Excellent interpersonal skills with the ability to demonstrate empathy and leadership and mitigate conflict where necessary
  • - Able to communicate effectively in person and virtually with a wide range of people, ensuring information is shared accurately
  • -Able to handle complex situations which can often including holding difficult conversations. Able to listen to different opinions and work towards a resolution

Desirable

  • - Able to manage complex tasks and project manage with a solution focused mindset/lens to ensure the delivery of set objectives

Qualifications

Essential

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

Personal Qualities

Essential

  • - 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
  • - Able to work to deadlines within a time constrained environment and to work under pressure with competing demands, demonstrating a high level of resilience in the face of challenging situations
  • - Resilient with a can-do attitude
  • - Flexible and adaptable where necessary. Comfortable with change that happens at a pace

Experience

Essential

  • - Able to work with a professional team
  • - Intermediate level using Word, Excel, and Outlook
  • - Able to use numerical data, summarising into accurate reports
  • - Able to support staff in dealing with upset of difficult people by telephone
  • - Committed to equalities in employment and promoting diversity in the workplace

Desirable

  • - Experience or knowledge of the NHS/Public Sector
  • - Experience of working with the ERS System (NHS), patient administration systems and/or appointment booking systems
Person Specification

Skills

Essential

  • - Ability to develop strong relationships and maintain working relationships both internally and externally
  • - Able to demonstrate the values of the organisation to help maintain the working culture
  • - Excellent interpersonal skills with the ability to demonstrate empathy and leadership and mitigate conflict where necessary
  • - Able to communicate effectively in person and virtually with a wide range of people, ensuring information is shared accurately
  • -Able to handle complex situations which can often including holding difficult conversations. Able to listen to different opinions and work towards a resolution

Desirable

  • - Able to manage complex tasks and project manage with a solution focused mindset/lens to ensure the delivery of set objectives

Qualifications

Essential

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

Personal Qualities

Essential

  • - 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
  • - Able to work to deadlines within a time constrained environment and to work under pressure with competing demands, demonstrating a high level of resilience in the face of challenging situations
  • - Resilient with a can-do attitude
  • - Flexible and adaptable where necessary. Comfortable with change that happens at a pace

Experience

Essential

  • - Able to work with a professional team
  • - Intermediate level using Word, Excel, and Outlook
  • - Able to use numerical data, summarising into accurate reports
  • - Able to support staff in dealing with upset of difficult people by telephone
  • - Committed to equalities in employment and promoting diversity in the workplace

Desirable

  • - Experience or knowledge of the NHS/Public Sector
  • - Experience of working with the ERS System (NHS), patient administration systems and/or appointment booking systems

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

Address

4th Floor

177 Preston Road

Brighton

East Sussex

BN1 6AG


Employer's website

https://hereweare.org.uk/ (Opens in a new tab)

Employer details

Employer name

Care Unbound Ltd t/a Here

Address

4th Floor

177 Preston Road

Brighton

East Sussex

BN1 6AG


Employer's website

https://hereweare.org.uk/ (Opens in a new tab)

For questions about the job, contact:

Deputy Service Manager

Tim Price

tim.price2@nhs.net

Date posted

22 November 2023

Pay scheme

Other

Salary

£26,460 to £31,320 a year

Contract

Permanent

Working pattern

Full-time, Part-time, Compressed hours

Reference number

B0339-23-0012

Job locations

4th Floor

177 Preston Road

Brighton

East Sussex

BN1 6AG


Supporting documents

Privacy notice

Care Unbound Ltd t/a Here's privacy notice (opens in a new tab)