Job summary
We are looking for an enthusiastic and
dedicated Service Manager to lead our Urgent Care team, ensuring the
delivery of high-quality care to service users while driving operational
excellence. In this role, you will be responsible for managing the day-to-day
operations, overseeing service delivery, and maintaining compliance with
relevant regulations, including CQC standards.
As a Service Manager, you will be
accountable for managing a diverse team, optimizing efficiency and financial
performance, and promoting a culture of collaboration, quality, and continuous
improvement. You will play a key role in maintaining a safe, effective, and
innovative working environment, all while ensuring that the service meets its
long-term strategic objectives.
Main duties of the job
- Lead and manage the urgent care service, ensuring all KPIs and NQR standards are achieved.
- Develop and maintain strong working relationships with commissioners and external stakeholders.
- Oversee the operational performance of clinical and administrative staff.
- Provide direct line management to the Urgent Care team and ensure that the service operates efficiently.
- Ensure the service complies with CQC regulations and act as the CQC Registered Manager.
- Manage financial aspects of the service, including budgets and petty cash, in collaboration with the Senior Management Team.
- Coordinate and implement quality improvement initiatives, ensuring the continuous development of the service.
- Manage complaints, compliments, claims, and incidents effectively, ensuring resolution in line with company policies.
- Ensure compliance with all legislation, health and safety regulations, and IT security standards.
- Coordinate staff training and development, ensuring all mandatory training is completed.
- Act as the primary point of contact for NHS(E), CCG, community services, suppliers, and other external stakeholders.
- Oversee the management of service contracts, premises, and risk assessments.
- Lead the development and execution of a business continuity plan (BCP) and ensure adherence to audit plans.
About us
PHL Group was founded
in 2009 by a team of commercial partners and experienced General Practitioners
with a clear vision of providing services that would contribute to and benefit
the local healthcare economy. PHL (formerly
known as Hampshire Doctors on Call) runs Integrated Urgent Care, which evolved
from the former Out of Hours model, for localities in Hampshire and the Isle of
Wight. All of the core services which look after patients with an urgent healthcare
need are joined up together, and PHL work closely with system partners such as South
Central Ambulance Service. The services we operate include call handling,
telephone clinical assessment, out of hours home visiting services and some face-to-face
Primary Care appointments services in Hampshire. In 2021 a newly formed
Healthcare Division was created and incorporates PHLs Urgent Care, Primary
Care and Youla Care Concierge Services. The new division combines PHL's
healthcare operations into one team and utilises internal and external
resources efficiently to achieve our organisations vision: to be an innovative
healthcare enabler, known for providing a range of high-quality care.
PHL Group aims to assist candidates with their transition into a career in the thriving and fast-paced private healthcare industry. We are looking for talented individuals that want to join us on our journey to becoming the fastest growing, most trusted healthcare organisation.
Job description
Job responsibilities
To ensure delivery of
high-quality care to Service users within Urgent Care. To manage and
coordinate all aspects of service functionality, managing and motivating the team,
optimising efficiency and financial performance, ensuring the service achieves
its long-term strategic objectives in a safe and effective working
environment. Through innovative ways of working, lead the team in promoting
Quality, Confidentiality, Collaborative Working, Service Delivery, Learning
and Development and ensure the service complies with CQC regulations. Be the
CQC Registered Manager for the regulated activity undertaken at the location
ensuring compliance with all relevant regulations.
The Service Manager is responsible for:
- Ensuring all KPI and NQR standards are achieved as outlined in the
service contracts
- Developing strong working relationships with commissioners ensuring
you attend meetings and complete required actions in a timely manner.
- Overseeing the day-to-day operations of the service, ensuring staff
achieve their primary responsibilities
- Functional management of all clinical and administrative staff
- Direct line management of the Urgent Care Staff
- Managing contracts for services i.e. cleaning, gardening, window cleaning
etc
- Leading change and continuous quality improvement initiatives
- Coordinating the reviewing and updating of all urgent care policies
and procedures
- Coordinating and lead the compilation of practice reports and the
practice development plan (PDP)
- Developing, implementing, and embedding an efficient business
continuity plan (BCP)
- Managing the financial elements of the practice, including budgets,
petty cash, etc. in conjunction with the Senior Management Team
- Coordinating the service diary, ensuring meetings are scheduled
appropriately
- Attending external meetings as required
- Managing the Service user Participation Group
- Managing any complaints, compliments, claims and incidents effectively
- Ensuring compliance with legislation and deal with disciplinary issues
accordingly
- The management of the premises, including health and safety aspects
such as risk assessments.
- Ensuring compliance with IT security and IG
- Coordinating of all projects within the service including on call
rotas.
- Ensuring all staff have the appropriate level of training to enable
them to carry out their individual roles and responsibilities effectively
including mandatory training
- Act as the primary point of contact for NHS(E), CCG, community
services, suppliers and other external stakeholders
- Ensure there is an audit plan which is adhered to
- To be the CQC Registered Manager
Job description
Job responsibilities
To ensure delivery of
high-quality care to Service users within Urgent Care. To manage and
coordinate all aspects of service functionality, managing and motivating the team,
optimising efficiency and financial performance, ensuring the service achieves
its long-term strategic objectives in a safe and effective working
environment. Through innovative ways of working, lead the team in promoting
Quality, Confidentiality, Collaborative Working, Service Delivery, Learning
and Development and ensure the service complies with CQC regulations. Be the
CQC Registered Manager for the regulated activity undertaken at the location
ensuring compliance with all relevant regulations.
The Service Manager is responsible for:
- Ensuring all KPI and NQR standards are achieved as outlined in the
service contracts
- Developing strong working relationships with commissioners ensuring
you attend meetings and complete required actions in a timely manner.
- Overseeing the day-to-day operations of the service, ensuring staff
achieve their primary responsibilities
- Functional management of all clinical and administrative staff
- Direct line management of the Urgent Care Staff
- Managing contracts for services i.e. cleaning, gardening, window cleaning
etc
- Leading change and continuous quality improvement initiatives
- Coordinating the reviewing and updating of all urgent care policies
and procedures
- Coordinating and lead the compilation of practice reports and the
practice development plan (PDP)
- Developing, implementing, and embedding an efficient business
continuity plan (BCP)
- Managing the financial elements of the practice, including budgets,
petty cash, etc. in conjunction with the Senior Management Team
- Coordinating the service diary, ensuring meetings are scheduled
appropriately
- Attending external meetings as required
- Managing the Service user Participation Group
- Managing any complaints, compliments, claims and incidents effectively
- Ensuring compliance with legislation and deal with disciplinary issues
accordingly
- The management of the premises, including health and safety aspects
such as risk assessments.
- Ensuring compliance with IT security and IG
- Coordinating of all projects within the service including on call
rotas.
- Ensuring all staff have the appropriate level of training to enable
them to carry out their individual roles and responsibilities effectively
including mandatory training
- Act as the primary point of contact for NHS(E), CCG, community
services, suppliers and other external stakeholders
- Ensure there is an audit plan which is adhered to
- To be the CQC Registered Manager
Person Specification
Experience
Essential
- Proven leadership and management experience in a healthcare setting, particularly in urgent or primary care services.
- Strong understanding of CQC regulations and experience acting as a Registered Manager.
- Excellent communication, interpersonal, and relationship-building skills.
- Demonstrable ability to manage budgets, financial performance, and resources.
- Strong problem-solving skills with a proactive approach to continuous improvement.
- Experience in managing multidisciplinary teams and fostering a collaborative working environment.
- Ability to manage complex projects and competing priorities.
Person Specification
Experience
Essential
- Proven leadership and management experience in a healthcare setting, particularly in urgent or primary care services.
- Strong understanding of CQC regulations and experience acting as a Registered Manager.
- Excellent communication, interpersonal, and relationship-building skills.
- Demonstrable ability to manage budgets, financial performance, and resources.
- Strong problem-solving skills with a proactive approach to continuous improvement.
- Experience in managing multidisciplinary teams and fostering a collaborative working environment.
- Ability to manage complex projects and competing priorities.
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.
