Job summary
Service Manager
37.5 hours per week (worked flexibly)
£45K - £55k per annum depending on experience
The Confederation, Hillingdon Community Interest Company delivers a number of primary care health services at scale across the borough and are seeking a dynamic, enthusiastic individual to join our brilliant team as Service Manager.
You will manage a number of Confederation services and be responsible for operational service delivery and staff management. You will work with colleagues to ensure we deliver high quality services and meet performance requirements
The role is primarily based at Belmont House, Uxbridge; however, you will need to be able to travel across Hillingdon to various service locations.
- Closing Date: 14th October 2020
- Interview Date: 19th October 2020
For further information please contract Simran Rai Head of Operations at s.rai3@nhs.net
Main duties of the job
You will:
Have experience of operational service delivery
within the NHS (primary care desirable) or private healthcare sector or
alternatively with significant practice management experience.
Experience using patient information systems e.g.
EMIS (desirable)
Be motivated and energised by delivery of high
quality healthcare to patients.
Be an effective communicator with a track record
in developing effective working relationships
Be able to work in a fast paced environment and
work well to tight deadlines.
Be flexible; a number of our services are delivered out of office hours and you will
need to be able to meet the services demand and work flexibly to ensure that
you are able to meet with, and monitor, these services out of hours .
Be
able to commit to an on call rota to support services out of hours.
About us
The
Confederation, Hillingdon Community Interest Company is a collaborative
organisation working with 43 General Practices across Hillingdon and was
created to enhance the delivery of health services to the local population.
We
aim to improve care for patients through further collaboration across general
practice and will support practices to work together to deliver high quality
services, release clinical time and develop the primary care workforce.
We also
represent primary care in a pan-Hillingdon Health and Care partnership, working
with the local voluntary, acute and community providers. We believe new
challenges are best tackled and managed together and work collaboratively to
deliver services with GPs and other healthcare partners.
Job description
Job responsibilities
Role Summary:
Operationally manage a number of Confederation services
to ensure day to day efficient and effective services.
Recruit, develop and line manage staff.
Work closely with the Clinical Directors to
ensure that quality standards are met.
Monitor service performance against Key
Performance Indicators and take action to address issues as required.
To project manage the roll out of new services
or programmes of service improvement.
Work closely with other departments at the
Confederation, such as governance and finance to ensure local policies and
procedures are adhered to.
Work with the Confederations stakeholders and
other external organisations.
Service Management
To work
closely with the ClinicalLeads to ensure the day to day efficient and
effective operational management of identified services within the
Confederation.
To respond
to operational issues on a day to day basis and ensure issues are swiftly
resolved. To work with practices to implement longer term solutions to issues
raised, when required. These will range from basic administration issues to
more complex approaches requiring the support and agreement of large teams of
people.
To work in
conjunction with GP Locality Clinical Leads supporting practices to deliver
against the agreed KPIs and outcomes measures within the Confederation SLA.
Provide
and develop a working environment and open culture which fosters high morale
and commitment amongst all staff and promotes their well-being and personal
development.
Ensure the
establishment and maintenance of good relationships and communication
throughout Confederation services, promoting a culture where clinical and other
staff are actively involved in decisions on how services are provided and
targets delivered.
To contribute
to and provide appropriate business support to any clinical/service related to
the Confederation.
Participate
in and contribute to Confederation wide initiatives and projects as appropriate
and as directed.
To ensure
staff rotas for allocated services are populated well in advance and cover
arrangements are put in place when necessary.
Financial Management
To be
accountable for the allocated Confederation service budget ensuring the
appropriate management of resources.
Provide regular reporting to the
Confederation Board on allocation of resources against the project ensuring a value
for money perspective.
Provide oversight and monitoring of the
allocated budgets including income and outcome payments to practices.
Manage the
budget performance to ensure it achieves the agreed financial targets and take
corrective action as appropriate and as agreed with the Confederation Finance
Lead where targets may not be achieved.
- Identify cost pressures, service development and cost improvement plans,
develop business cases to meet requirements and present to the Confederation
Board as required.
Information and Performance management
- To
be responsible for developing processes and systems to streamline more
effective data capture.
- To
contribute to the business requirements to develop and enhance IT systems,
understanding the service needs.
- To
provide a 1st line support to trouble shoot IT issues and to triage and
escalate as appropriate.
- To
aggregate information from multiple sources and across service areas.
- To
produce monthly performance reports to the required timetable ensuring
internal and external deadlines are met and data quality maintained and
improved.
- To
contribute to the preparation and delivery of presentations that are clear
and appropriate to the purpose and the audience.
- To
monitor the quality of data and to work with practices to improve the data
quality such as standardising read coding, negotiating and influencing business
continuity plans as required.
- Undertake
complex and detailed information analysis of specific projects/reports
requiring high levels of concentration.
- Update,
maintain, organise, gather and analyse information to predict/meet future
organisational and team needs by identifying best practice.
- To
pro-actively develop regular benchmarking reporting and analysis to
enhance the Confederation services.
- To meet the reporting requirements of the Confederation
including reporting in relation to performance indicators and staff (for
example, sickness, annual leave, training, supervision and appraisal).
- To report appropriate information to Clinical
Leads and COO of Confederation
Quality Governance
To provide
support and work in conjunction with the Head of Quality Governance to ensure CQC
standards are maintained.
Ensure
that all policies and procedures are adhered to as required by the Confederation.
Work with practices
to ensure any Serious Untoward Incidents (SUI) investigations are undertaken
thoroughly, outcomes reported through appropriate channels and learning shared
across the Confederation.
- To ensure that
Teams comply with policies and procedures for reporting of incidents
including entry onto IT systems/Risk Register.
- To work with
practices ensure that effective clinical and non-clinical risk management
processes are in place across the Confederation practices, to identify,
minimise and manage risk and that all staff are aware of and participate
in these processes.
- To ensure
compliance with agreed processes to enable effective management of
complaints, incidents and learning from the experience.
To work
with Confederation Clinical Leads ensuring that appropriate audits are developed
and undertaken by practices within required timescales.
To work
with Confederation Clinical leads to ensure the management of effective
governance, quality, risk and safety systems within the allocated Confederation
services.
To be
responsible for the day-to-day provision of the IG agenda to ensure the
organisation complies with National and local IG standards
- To work closely with IG Lead within the
Confederation to deliver work-plans to ensure compliance with the Information
Governance toolkit
Project Management and Service Improvement
- Contribute to performance improvement, taking
a lead for identified areas where agreed.
- Provide coordination of and participate in relevant
internal and external working groups and provide project advice, expertise
and support where requested.
- Provide relevant and timely reports on own
portfolio of projects as appropriate.
- To work with
administrative and clinical staff to achieve sustained improvements in
areas including clinical quality, patient satisfaction, financial
efficiency and meeting local targets.
- To work with practices
to ensure that all services are provided in line with all regulatory
requirements including, Care Quality Commission registration standards.
- To work with practices
to ensure that the inter-agency safeguarding Policy and Procedure is
followed, and that recording and reporting on safeguarding performance is
undertaken.
Leadership and people management
- To work
closely with allocated services staff in the coordination of training,
development and recruitment activity across the Confederation services.
- To provide
appropriate information to payroll for processing on a regular basis.
- To provide
management supervision to identified staff, undertaking appraisals,
recruitment including progressing any disciplinary or capability issues,
as necessary.
- To provide appropriate support and have a
supervision structure in place to enable team members to work to their
full potential.
- To ensure that the Equality and Diversity
agenda is fully incorporated into the service and that all staff are
treated fairly in line with appropriate policies.
- To work closely with practices to ensure the
recruitment and retention of staff with the required competences to meet
local service requirements.
Communication and Partnerships
- Promote a positive image of the Confederation Services
both externally and internally
- Assist with the production of accurate
information for Confederation, on Confederation and CCG websites.
- To ensure that effective liaison and
communication is in place with partner agencies and other stakeholders,
including other services within the Confederation, Service User and Carer
Forums, Acute Care, other Provider organisations, Hillingdon CCG and the
Third Sector.
- To attend meetings/forums/boards present
verbal and or written reports regarding the service as required.
-
To represent the Confederation at events or meetings which
may include service users, carers, voluntary organisations and other healthcare
partners
Job description
Job responsibilities
Role Summary:
Operationally manage a number of Confederation services
to ensure day to day efficient and effective services.
Recruit, develop and line manage staff.
Work closely with the Clinical Directors to
ensure that quality standards are met.
Monitor service performance against Key
Performance Indicators and take action to address issues as required.
To project manage the roll out of new services
or programmes of service improvement.
Work closely with other departments at the
Confederation, such as governance and finance to ensure local policies and
procedures are adhered to.
Work with the Confederations stakeholders and
other external organisations.
Service Management
To work
closely with the ClinicalLeads to ensure the day to day efficient and
effective operational management of identified services within the
Confederation.
To respond
to operational issues on a day to day basis and ensure issues are swiftly
resolved. To work with practices to implement longer term solutions to issues
raised, when required. These will range from basic administration issues to
more complex approaches requiring the support and agreement of large teams of
people.
To work in
conjunction with GP Locality Clinical Leads supporting practices to deliver
against the agreed KPIs and outcomes measures within the Confederation SLA.
Provide
and develop a working environment and open culture which fosters high morale
and commitment amongst all staff and promotes their well-being and personal
development.
Ensure the
establishment and maintenance of good relationships and communication
throughout Confederation services, promoting a culture where clinical and other
staff are actively involved in decisions on how services are provided and
targets delivered.
To contribute
to and provide appropriate business support to any clinical/service related to
the Confederation.
Participate
in and contribute to Confederation wide initiatives and projects as appropriate
and as directed.
To ensure
staff rotas for allocated services are populated well in advance and cover
arrangements are put in place when necessary.
Financial Management
To be
accountable for the allocated Confederation service budget ensuring the
appropriate management of resources.
Provide regular reporting to the
Confederation Board on allocation of resources against the project ensuring a value
for money perspective.
Provide oversight and monitoring of the
allocated budgets including income and outcome payments to practices.
Manage the
budget performance to ensure it achieves the agreed financial targets and take
corrective action as appropriate and as agreed with the Confederation Finance
Lead where targets may not be achieved.
- Identify cost pressures, service development and cost improvement plans,
develop business cases to meet requirements and present to the Confederation
Board as required.
Information and Performance management
- To
be responsible for developing processes and systems to streamline more
effective data capture.
- To
contribute to the business requirements to develop and enhance IT systems,
understanding the service needs.
- To
provide a 1st line support to trouble shoot IT issues and to triage and
escalate as appropriate.
- To
aggregate information from multiple sources and across service areas.
- To
produce monthly performance reports to the required timetable ensuring
internal and external deadlines are met and data quality maintained and
improved.
- To
contribute to the preparation and delivery of presentations that are clear
and appropriate to the purpose and the audience.
- To
monitor the quality of data and to work with practices to improve the data
quality such as standardising read coding, negotiating and influencing business
continuity plans as required.
- Undertake
complex and detailed information analysis of specific projects/reports
requiring high levels of concentration.
- Update,
maintain, organise, gather and analyse information to predict/meet future
organisational and team needs by identifying best practice.
- To
pro-actively develop regular benchmarking reporting and analysis to
enhance the Confederation services.
- To meet the reporting requirements of the Confederation
including reporting in relation to performance indicators and staff (for
example, sickness, annual leave, training, supervision and appraisal).
- To report appropriate information to Clinical
Leads and COO of Confederation
Quality Governance
To provide
support and work in conjunction with the Head of Quality Governance to ensure CQC
standards are maintained.
Ensure
that all policies and procedures are adhered to as required by the Confederation.
Work with practices
to ensure any Serious Untoward Incidents (SUI) investigations are undertaken
thoroughly, outcomes reported through appropriate channels and learning shared
across the Confederation.
- To ensure that
Teams comply with policies and procedures for reporting of incidents
including entry onto IT systems/Risk Register.
- To work with
practices ensure that effective clinical and non-clinical risk management
processes are in place across the Confederation practices, to identify,
minimise and manage risk and that all staff are aware of and participate
in these processes.
- To ensure
compliance with agreed processes to enable effective management of
complaints, incidents and learning from the experience.
To work
with Confederation Clinical Leads ensuring that appropriate audits are developed
and undertaken by practices within required timescales.
To work
with Confederation Clinical leads to ensure the management of effective
governance, quality, risk and safety systems within the allocated Confederation
services.
To be
responsible for the day-to-day provision of the IG agenda to ensure the
organisation complies with National and local IG standards
- To work closely with IG Lead within the
Confederation to deliver work-plans to ensure compliance with the Information
Governance toolkit
Project Management and Service Improvement
- Contribute to performance improvement, taking
a lead for identified areas where agreed.
- Provide coordination of and participate in relevant
internal and external working groups and provide project advice, expertise
and support where requested.
- Provide relevant and timely reports on own
portfolio of projects as appropriate.
- To work with
administrative and clinical staff to achieve sustained improvements in
areas including clinical quality, patient satisfaction, financial
efficiency and meeting local targets.
- To work with practices
to ensure that all services are provided in line with all regulatory
requirements including, Care Quality Commission registration standards.
- To work with practices
to ensure that the inter-agency safeguarding Policy and Procedure is
followed, and that recording and reporting on safeguarding performance is
undertaken.
Leadership and people management
- To work
closely with allocated services staff in the coordination of training,
development and recruitment activity across the Confederation services.
- To provide
appropriate information to payroll for processing on a regular basis.
- To provide
management supervision to identified staff, undertaking appraisals,
recruitment including progressing any disciplinary or capability issues,
as necessary.
- To provide appropriate support and have a
supervision structure in place to enable team members to work to their
full potential.
- To ensure that the Equality and Diversity
agenda is fully incorporated into the service and that all staff are
treated fairly in line with appropriate policies.
- To work closely with practices to ensure the
recruitment and retention of staff with the required competences to meet
local service requirements.
Communication and Partnerships
- Promote a positive image of the Confederation Services
both externally and internally
- Assist with the production of accurate
information for Confederation, on Confederation and CCG websites.
- To ensure that effective liaison and
communication is in place with partner agencies and other stakeholders,
including other services within the Confederation, Service User and Carer
Forums, Acute Care, other Provider organisations, Hillingdon CCG and the
Third Sector.
- To attend meetings/forums/boards present
verbal and or written reports regarding the service as required.
-
To represent the Confederation at events or meetings which
may include service users, carers, voluntary organisations and other healthcare
partners
Person Specification
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level qualification or significant experience of working at a similar level in specialist area
- Have experience of operational service delivery within the NHS or private healthcare sector or alternatively with significant practice management experience.
- Experience using patient information systems
- Experience of managing a team and providing line management support
- Budget management experience
- Effective communication
- Able to work in a fast paced environment
- Be flexible and able to commit to an on call rota
Desirable
- Primary Care experience
- EMIS experience
Person Specification
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level qualification or significant experience of working at a similar level in specialist area
- Have experience of operational service delivery within the NHS or private healthcare sector or alternatively with significant practice management experience.
- Experience using patient information systems
- Experience of managing a team and providing line management support
- Budget management experience
- Effective communication
- Able to work in a fast paced environment
- Be flexible and able to commit to an on call rota
Desirable
- Primary Care experience
- EMIS experience
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.
