Service Manager - Urology

Job description

Job responsibilities

With, and supported by the Head of Operations ensure effective operational service delivery for urology, understanding and reviewing patient pathways across different ICBs, with a focus on high quality safe patient care.

Role model professionalism and the values of GP Care.

Attend daily morning briefs/ other operational meetings giving an update on urology service both immediate and over the coming days / weeks, highlighting risks and mitigations

Work closely with logistics, patient support team (PST), clinical and service leads on the wider service delivery and development on a daily and forward planning basis, considering innovations, efficiencies, environmental sustainability and safety

Ensuring records are maintained and activity is collected in a timely and effective way. Identify and implement improvements in information recording and reporting processes in line with quality, performance indicators and GDPR.

Working with the performance team, monitor and manage performance against KPIs and agreed standards, mitigating risks / issues and ensuring effective escalation of issues where required. Present updates to the relevant Committees.

With the Head of Operations and Director support, represent the urology service at Contract Review Meetings (CRMs) with NHS Commissioners

Identification and management of risks / issues.

Working with Head of Patient Safety and Quality Improvement (PSQI) in the management of incidents/issues/complaints/concerns including implementing lessons learnt

Clinical and operational audit/ appropriate data analysis, interpretation and service improvement

Budgetary management, including engagement in annual budget setting and regular forecasting

Sub-contractor liaison and management

With clinical leads undertake clinic visits and premises reviews, undertaking risk assessments and providing premises management for delivery of clinical operations

Play an active role in relevant service improvement, research and projects and contribute to the wider project agenda.

Lead for GP contact/queries in relation to urology services in liaison with appropriate clinical staff, escalating as required.

Proactive involvement in defining workforce requirements to support service delivery and involvement in recruitment and retention.

Demand and capacity planning and delivery.

Proactive engagement in GP Cares Leadership Forum to support personal development and contribute to colleagues' leadership development and peer support

Contribute to growth of services in line with GP Cares strategic aims.

Provide effective leadership to the services and team, maintaining morale and motivation.

Ensure staff line managed receive regular supervision and appraisal and support, including health and wellbeing and reasonable adjustments.

Maintain an understanding of systems used in urology service delivery, identifying and implementing improvements including innovative use of IT systems

Review existing pathways and update as appropriate, ensuring clear communication with all stakeholders

Governance

Work closely with the Head of PSQI and Head of Operations to develop and maintain the governance plan and service annual reports.

Oversee Health & Safety requirements at clinic premises

Work with clinical sub-contractors to ensure compliance with safer recruitment, induction and mandatory and statutory training requirements

Maintain and handle patient records, in line with Information Governance requirements.

With guidance from the Head of PSQI, report, investigate and respond to any incidents or complaints and undertake risk assessments, maintaining a live risk register for the service.

Facilitate Patient and Public Involvement in improving and developing our services.

Attend service and governance meetings as required.

Communication

Maintain effective communications and relationships with internal and external stakeholders e.g. patients and carers, clinical sub-contractors, GP practice and hospital staff and other service leads.

Maintain a friendly, helpful, confident, and professional manner at all times.

Promote staff engagement and communication at all levels

Assist with training and support for staff as required

Other

Role model leadership that upholds the values of GP Care and promotes a professional working environment and culture of respect and trust.

Provide a level of cross cover for other service leads if required

To perform such other tasks as may reasonably be expected to fulfil the duties for which you are employed.

Undertake specific project work, as required e.g. development of new services, responsibility for a specialist area e.g. patient involvement, health & safety.

Person Specification

Qualifications

Essential

• English and Mathematics GCSE or A Level or Equivalent
• Evidence of on-going personal development

Desirable

• Project Management Qualification
• Educated to degree level or equivalent experience

Experience

Essential

• Knowledge of administrative processes and/or project/management
• Ability to analyse and manipulate data
• Demonstratable experience of meeting KPIs or targets
• Demonstratable experience of working in a customer driven service

Desirable

• A working knowledge of the healthcare industry, particularly the NHS
• Experience in clinical pathway coordination
• Knowledge of patient administration systems and confidentiality legislation
• Experience using healthcare IT systems e.g. EMIS, E-referral or other transferable experience
• Line management experience

Skills

Essential

• Confident working with clinicians in a healthcare environment and ability to recognise when to seek professional advice
• Demonstrates negotiation and influencing skills
• Excellent spoken and written communication skills - with ability to adapt communication style to differing audiences
• Good organisational abilities with appropriate delegation, works autonomously with attention to detail
• The ability to prioritise and reprioritise workload at short notice
• Demonstrates a proactive approach to data analysis and service delivery
• IT literacy in Microsoft applications

Desirable

• Ability to multi-task, managing own workload, often with conflicting pressures and within specified timescales
• Quality improvement process experience
• Presentation skills or experience

Personal qualities and behaviours

Essential

• Willingness to assume responsibility and confident in decision making
• Patient or customer focused
• Adapt and operate flexibly in an environment where everyone pulls together to meet deadlines
• Resilience and ability to ask for help
• Ability to perform under pressure

Desirable

• Supportive coaching approach

Other factors

Essential

• Current driving licence - to include access to a car with appropriate business insurance cover
• Prepared to travel and to occasionally work out of hours as work demands
• Strong commitment and high levels of integrity
• Subject to enhanced DBS

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

GP Care UK Limited

Address

GP Care UK Limited

160 Aztec West

Bristol

BS32 4TU

Employer's website

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