Operations Manager

Job description

Job responsibilities

Job Summary:

Working in partnership with the Site Manager, the Operations Manager will work on a shift basis to coordinate and manage the day-to-day service provision of the designated PELC UTC services. This will involve providing expertise and operational support to admin, clinical and medical staff.

This role will have specific responsibility for daily operational performance and the efficient delivery of services to ensure patient safety and to support the wider strategic development of the designated services.

Key Responsibilities:

To provide day to day management of all resources within the service including equipment and human resources and ensure safe service provision for staff, patients and visitors.

Working closely with the rota team on rota allocation to ensure minimum staffing levels are met for service delivery and ensure skill mix reflects the needs of the service.

Day to day monitoring and management of physical and clinical queues within the UTC to aid effective and active queue management thus improving patient flow.

Have organisational knowledge of organisational protocols and procedures and ensure they are adhered to.Facilitate collaboration and joint working between departments

To validate and report on site breaches.

To investigate and report on daily anomalies in relation to streaming and 4 hour reports.

Escalate in real time operational pressures via OPEL and ensure all staff within the UTC are kept informed.

Facilitate the resolution of complaints, conflicts and issues from patients, staff, suppliers, other internal and external service providers and partner organisations in a timely and appropriate manner in line with PELC policies and procedures.

Ensure accurate logging of all site complaints, incidents, risk assessments and feedbacks making use of the appropriate PELC systems e.g. DATIX and work in partnership with the site manager to develop and implement action plans.

To ensure effective risk management including all clinical governance arrangement are in place and the requirements are met for the organisation

Responsible for undertaking investigations or delegating as appropriate. To include investigations of incidents, complaints, disciplinary etc ensuring appropriate action plans are developed and completed to resolve deficiencies in service provision.

Daily & weekly review of both clinical and operational rota coverage to ensure adequate staffing levels and escalate in real time any potential risk to the site manager

Highlight any opportunities for service improvement to the Site Manger.

Support the Site Manager in the planning and review process including business planning, service reviews and workforce planning.

Set up and manage forums for collaborative working cross multi-disciplinary sites including daily huddles and staff meetings.

Staff Management Responsibilities

Line manage staff and ensure accurate and timely update of staff changes on RotaMaster and to the payroll team in line with agreed deadlines.

Record and maintain records on staff attendance including absence, lateness, and failure to arrive for a shift, ensuring all instances are acted upon and completed within the specified timeframes. Manage sickness, disciplinary and performance issues and support designated staff in line with PELC policies.

Conduct regular bi-monthly one to ones to ensure any performance training needs or competency issues are identified and addressed swiftly.

Conduct annual appraisals including setting objectives and expectations.

Working with HR on the recruitment of reception staff for the UTC including shortlisting and conducting interview.

Organise site induction and appropriate training for new staff.

Working with HR to ensure all staff are up to date with all mandatory training and disclosures.

Ensure there is commitment to achieving continuous professional development of all staff.

Line manage, coach, motivate and develop team morale through effective personal leadership.

To be a role model for the service and staff working within the service.

Person Specification

Qualifications

Essential

• Relevant first degree, equivalent professional qualification or equivalent experience.
• Evidence of continued learning / personal development

Desirable

• Project Management /Prince 2/Change Management

Experience

Essential

• Demonstrable success in project development and management.
• Proven success in delivering change and performance with and through management and clinical teams.
• Experience of managing a multidisciplinary team and ability to build high performance teams.
• Experience in complaints handling and conflict resolution
• Experience of working with the general public
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Relevant health and safety experience
• Demonstrable success in in effective planning monitoring and reporting

Desirable

• Experience of effectively managing health care staff & services

Knowledge, Skills & Abilities

Essential

• Ability to recognise opportunities to enhance service delivery
• Excellent communication skills (written, oral and presenting)
• Strong IT skills
• Maintain confidentiality at all times
• Effective time management (planning and organising)
• Ability to motivate, show empathy in distressing situations, enhance morale and maintain a positive working environment
• Ability to network and build relationships
• Ability to work under pressure and to meet deadline
• Proven problem solving and analytical skills
• You will be required to work outside core office hours(Shift working )
• Knowledge of Human Resource issues.
• Knowledge of Urgent Care agenda.
• Knowledge of, and understanding of clinical governance.
• Understanding of equal opportunities
• Able to influence, negotiate and persuade
• Ability to manage and deliver to deadlines and within resources
• Demonstrated patient focus.
• Ability to think and plan creatively, and to prioritise work programs in the face of competing demands;
• Ability to collaborate constructively with internal and external partners to create the conditions for successful partnership working;
• Competence at reporting
• Ability to think and plan creatively, and to prioritise work programs in the face of competing demands

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

Partnership of East London Co-operatives (PELC) Ltd

Address

Unit 3, Bourne Court

Southend Road

Woodford

IG8 8HD

Employer's website

https://pelc.nhs.uk/ (Opens in a new tab)