Job summary
The Operational Service Manager will support the Divisional Manager by providing operational management and business development of designated clinical speciality services within the Division.
The post holder will provide timely, efficient and effective operational management support to the Divisional Manager and the speciality leads to ensure that services are responsive and provided to the highest clinical and performance standards.
The post holder will also support developing and implementing projects and business cases to improve cost, service delivery and patient experience to the key speciality areas and will ensure continuous improvement of performance and quality targets.
Main duties of the job
The primary purpose of this role is to support the Divisional Manager, clinical leads, and support teams within the defined service area of Family Health. This position is primarily responsible for ensuring the division's day-to-day efficiencies, operational management and project management support to the transformation workstreams within the division.
About us
Liverpool Women's NHS Foundation Trust delivers the highest standards of care for women, babies and families. Each year we deliver over 7,000 babies, carry out over 49,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly & preterm new-borns, perform around 1,000 IVF cycles and have over 4,000 genetic appointments taking place. We believe that this, along with a strong dedication to research & innovation makes us the specialist health provider of choice in Europe for women, babies and families.
We have some of the leading experts in their field, which has been showcased on national TV and news, making our teams famous across the world for professionalism, skill & compassion.
The Trust is constantly innovating and evolving its services to provide the most cutting edge and modern care possible. As well as developing services on our current site we have long-term aspirations for the future. We have recently launched a number of new strategies which provide a detailed long-term plan for our services.
Check out why Liverpool Women's NHS Foundation Trust is a great place to work using the links below:
Video:https://vimeo.com/556197652
Online brochure: https://www.liverpoolwomens.nhs.uk/media/4121/recruitment-pack-great-place-to-work-16pp-v4-final.pdf
Job description
Job responsibilities
Duties and Responsibilities
Business and Operational Planning and Delivery
In support of the Divisional Manager and in conjunction with the clinical leads and support teams within the defined service area:
- Support the day-to-day efficient and effective operational management of the defined specialities, reporting to the Divisional Manager all matters affecting the delivery of core services.
- Work with the speciality leads, lead nurses and operational teams to respond to operational issues on a day-to-day basis and ensure issues are swiftly resolved.
- Implement and monitor systems and processes to ensure the delivery of all speciality activity and finance targets against plan.
- Build relationships and develop good communication systems across a range of service areas internally and externally to the Trust, ensuring safe and effective care delivery to patients.
- Develop initiatives and manage the implementation of projects to continuously improve specialist services and improve facilities and working practices to meet service delivery plans.
- Develop and implement plans with speciality leads and the Divisional Manager to ensure capacity meets demand, and patient experience is paramount.
- Ensure that administration support for the speciality is delivered efficiently and effectively, reporting issues to the Divisional Manager and implementing steps to improve administration support as necessary.
- Research and analyse service data to support the service planning process, looking at epidemiological data, benchmarking information, historical trend, speciality-specific national standards and clinical targets.
- Lead the development and implementation of local standard operating procedures.
- Review and develop services, including data collection for drafting business plans and developing policies and/or procedures.
Performance Management
- Analyse complex performance management information for the defined specialities, escalating any targets or indicators which the specialities are at risk of not meeting and develop plans to mitigate issues.
- Collate, interpret and report highly complex performance information to a wide audience, ensuring that speciality teams are informed and can contribute to performance improvement.
- Responsible for ensuring the effective monitoring of the patient pathway takes place, and all appointments are within parameters, informing the Divisional Manager of any delays to the patient pathway and developing actions to resolve these.
- Provide the Divisional Manager with up-to-date information on waiting list numbers and waiting times.
- Support the Divisional Manager by writing reports and presentations on key performance issues.
- Ensure high productivity and utilisation of clinical lists, undertake capacity and demand exercises, and work with the speciality lead and Divisional Manager to resolve any issues.
- Work collaboratively with service leads on local projects to improve patient performance targets.
Finance Management / Business Planning
- Budget holder for administration budgets
- Support the Divisional Manager with the monitoring of finance performance data for the specialities, reporting any financial risks and suggesting measures to mitigate those risks.
- Help to ensure that clinical and operational teams within the specialties understand and work within the Trusts financial framework, including Standard Financial Instructions (SFI).
- Work with the speciality lead and operational teams to ensure capital assets are recorded and maintained, advising the Directorate Manager in advance of equipment that needs replacing and escalating missing capital assets.
- Identify cost pressure, service development and cost improvement plans at speciality level and develop plans to deliver against financial targets including writing business cases for income/expenditure below £250k.
- Assist the Divisional Manager in the development and implementation of Service Level Agreements, including working with external providers and commissioners to ensure cost efficient and effective services.
- Ensure all requisitions and invoices are completed in a timely way.
Human Resource Management
- Support the Divisional Manager and speciality lead by ensuring that workforce performance issues such as attendance, appraisal, mandatory training and staff engagement are escalated and actions are in place to address issues.
- Line management of administrative and support staff as necessary ensuring that all direct reports are supported, appraised and developed. Inform the Divisional Manager of staff performance issues and performance / organisational development plans.
- Be responsible for the recruitment, contractual changes and retention of administration staff and assist the Divisional Manager and speciality leads in the recruitment of medical and non-medical staff.
- Develop good working relationships with Medical Staffing and rota masters, ensuring that all medical staffing, recruitment and rota issues are communicated and actioned in an appropriate and timely way.
- Provide visible leadership to staff within the speciality service areas, motivating, enthusing and empowering staff to deliver the best for patients and staff.
- Support cultural change within the speciality services by modelling the Trust core values, listening and acting on patient and staff feedback.
- Act as an ambassador for the Division and the Trust at all times.
Risk and Governance
- Be responsible for implementing and maintaining an active department risk register and ensure actions are completed and reported.
- Report all incidents and risks through the Trusts reporting system.
- Support the effective management of local governance systems.
- Manage and resolve patient complaints at the first point of call where appropriate, signposting to PALS and escalating to the matron or lead nurse.
- Participate in the investigation of speciality relating incidents and develop action plans in conjunction with clinical, nursing and managerial leads.
To undertake any other duties which is deemed appropriate to the band when requested by Senior Staff.
Job description
Job responsibilities
Duties and Responsibilities
Business and Operational Planning and Delivery
In support of the Divisional Manager and in conjunction with the clinical leads and support teams within the defined service area:
- Support the day-to-day efficient and effective operational management of the defined specialities, reporting to the Divisional Manager all matters affecting the delivery of core services.
- Work with the speciality leads, lead nurses and operational teams to respond to operational issues on a day-to-day basis and ensure issues are swiftly resolved.
- Implement and monitor systems and processes to ensure the delivery of all speciality activity and finance targets against plan.
- Build relationships and develop good communication systems across a range of service areas internally and externally to the Trust, ensuring safe and effective care delivery to patients.
- Develop initiatives and manage the implementation of projects to continuously improve specialist services and improve facilities and working practices to meet service delivery plans.
- Develop and implement plans with speciality leads and the Divisional Manager to ensure capacity meets demand, and patient experience is paramount.
- Ensure that administration support for the speciality is delivered efficiently and effectively, reporting issues to the Divisional Manager and implementing steps to improve administration support as necessary.
- Research and analyse service data to support the service planning process, looking at epidemiological data, benchmarking information, historical trend, speciality-specific national standards and clinical targets.
- Lead the development and implementation of local standard operating procedures.
- Review and develop services, including data collection for drafting business plans and developing policies and/or procedures.
Performance Management
- Analyse complex performance management information for the defined specialities, escalating any targets or indicators which the specialities are at risk of not meeting and develop plans to mitigate issues.
- Collate, interpret and report highly complex performance information to a wide audience, ensuring that speciality teams are informed and can contribute to performance improvement.
- Responsible for ensuring the effective monitoring of the patient pathway takes place, and all appointments are within parameters, informing the Divisional Manager of any delays to the patient pathway and developing actions to resolve these.
- Provide the Divisional Manager with up-to-date information on waiting list numbers and waiting times.
- Support the Divisional Manager by writing reports and presentations on key performance issues.
- Ensure high productivity and utilisation of clinical lists, undertake capacity and demand exercises, and work with the speciality lead and Divisional Manager to resolve any issues.
- Work collaboratively with service leads on local projects to improve patient performance targets.
Finance Management / Business Planning
- Budget holder for administration budgets
- Support the Divisional Manager with the monitoring of finance performance data for the specialities, reporting any financial risks and suggesting measures to mitigate those risks.
- Help to ensure that clinical and operational teams within the specialties understand and work within the Trusts financial framework, including Standard Financial Instructions (SFI).
- Work with the speciality lead and operational teams to ensure capital assets are recorded and maintained, advising the Directorate Manager in advance of equipment that needs replacing and escalating missing capital assets.
- Identify cost pressure, service development and cost improvement plans at speciality level and develop plans to deliver against financial targets including writing business cases for income/expenditure below £250k.
- Assist the Divisional Manager in the development and implementation of Service Level Agreements, including working with external providers and commissioners to ensure cost efficient and effective services.
- Ensure all requisitions and invoices are completed in a timely way.
Human Resource Management
- Support the Divisional Manager and speciality lead by ensuring that workforce performance issues such as attendance, appraisal, mandatory training and staff engagement are escalated and actions are in place to address issues.
- Line management of administrative and support staff as necessary ensuring that all direct reports are supported, appraised and developed. Inform the Divisional Manager of staff performance issues and performance / organisational development plans.
- Be responsible for the recruitment, contractual changes and retention of administration staff and assist the Divisional Manager and speciality leads in the recruitment of medical and non-medical staff.
- Develop good working relationships with Medical Staffing and rota masters, ensuring that all medical staffing, recruitment and rota issues are communicated and actioned in an appropriate and timely way.
- Provide visible leadership to staff within the speciality service areas, motivating, enthusing and empowering staff to deliver the best for patients and staff.
- Support cultural change within the speciality services by modelling the Trust core values, listening and acting on patient and staff feedback.
- Act as an ambassador for the Division and the Trust at all times.
Risk and Governance
- Be responsible for implementing and maintaining an active department risk register and ensure actions are completed and reported.
- Report all incidents and risks through the Trusts reporting system.
- Support the effective management of local governance systems.
- Manage and resolve patient complaints at the first point of call where appropriate, signposting to PALS and escalating to the matron or lead nurse.
- Participate in the investigation of speciality relating incidents and develop action plans in conjunction with clinical, nursing and managerial leads.
To undertake any other duties which is deemed appropriate to the band when requested by Senior Staff.
Person Specification
Experience
Essential
- Experience of management of clinical services and working with medical staff
- Contributing to improvements in service standard and patient experience
- Monitoring compliance with local and national performance and quality targets
- Experience of developing innovative and lasting solutions to operational and performance issues
- Experience of budget and human resources management
- Experience of managing administrative and support staff
Desirable
- Experience of finance and cost improvement programmes.
- Experience of waiting list and activity monitoring against contract
Skills
Essential
- Up to date knowledge of speciality service areas including current issues in service delivery and patient pathways
- Understanding of current issues health service management including business planning process
- Effective verbal, written communication to clinical staff, patients and carers and work colleagues
- Ability to analyse and interpret complex and varied information and develop action plans
- Ability to motivate staff and demonstrate effective and positive leadership
Desirable
- Excellent management skills and ability to manage conflict
Knowledge
Essential
- High level knowledge of patient and hospital administration systems
- Understanding of local and national targets
- Have an understanding of confidentiality and data protection
Desirable
- Knowledge of national and local initiatives
Qualifications
Essential
- Educated to degree level or equivalent experience
- Educated to masters level in a relevant subject or equivalent experience
Desirable
- Recognised leadership and/or management qualification
Person Specification
Experience
Essential
- Experience of management of clinical services and working with medical staff
- Contributing to improvements in service standard and patient experience
- Monitoring compliance with local and national performance and quality targets
- Experience of developing innovative and lasting solutions to operational and performance issues
- Experience of budget and human resources management
- Experience of managing administrative and support staff
Desirable
- Experience of finance and cost improvement programmes.
- Experience of waiting list and activity monitoring against contract
Skills
Essential
- Up to date knowledge of speciality service areas including current issues in service delivery and patient pathways
- Understanding of current issues health service management including business planning process
- Effective verbal, written communication to clinical staff, patients and carers and work colleagues
- Ability to analyse and interpret complex and varied information and develop action plans
- Ability to motivate staff and demonstrate effective and positive leadership
Desirable
- Excellent management skills and ability to manage conflict
Knowledge
Essential
- High level knowledge of patient and hospital administration systems
- Understanding of local and national targets
- Have an understanding of confidentiality and data protection
Desirable
- Knowledge of national and local initiatives
Qualifications
Essential
- Educated to degree level or equivalent experience
- Educated to masters level in a relevant subject or equivalent experience
Desirable
- Recognised leadership and/or management qualification
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
