Job summary
As part of
the operations team, the post-holder will be responsible for ensuring the safe,
high quality, efficient and financially sustainable delivery of services, as directed, within CLH.
The Service
Manager is a key management role and is responsible for the operational
delivery of all aspects of the service areas.
Key aims are, to:
Provide timely, efficient and effective operational service
management.
Assist the PCN Business Manager, to ensure that these services are responsive, innovative and
provided to the highest possible clinical and performance standards.
Take forward agreed projects to improve service delivery and
patient experience in key areas focusing on quality, safety and efficiency.
Lead on ensuring that all performance/quality targets are met.
Direct and support the information team in the timely and accurate
provision of performance reports.
Direct line manage Senior Care Coordinators/ Care Navigators, and project management staff (as agreed).
Understand and manage apportioned budget for services assigned to
you.
Problem solve as appropriate, and develop and implement lasting
solutions in conjunction with colleagues.
Main duties of the job
Key
Result Areas
In conjunction with the PCN Business Manager and Head of
Operations, develop a Service Delivery Plan(s) to meet
service needs within budget.
Contribute to the annual planning process of the company in line
with agreed corporate objectives and priorities.
Plan and manage the implementation of projects to modernise
services and to improve facilities and working practices to meet organisational
and service delivery plans.
Ensure strong service performance against plans through
identification of problems at an early stage and the initiation of corrective
action.
Ensure effective communication systems are in place right through
the service group and between and across other relevant service groups and internal/external partners, where relationships are key to the delivery of
safe and effective care to patients.
Collection of and learning
from all feedback from stakeholders for use to improve service delivery and
report to commissioners
About us
Healthcare Central London Ltd (HCL) is the GP
Federation owned by our 33 General Practices covering the Central London
(Westminster) area. The organisation
supports 4 Primary Care Networks (PCNs). We operate several NHS contracts on
behalf of our PCNs including a Community Dermatology Service; Community
Cardiology Service and a Secondary Care Referral Service and an
out-of-hospitals provision which is sub-contracted to our 33 General Practices.
On behalf of our
practices we are the host employers of a large, and rapidly growing team of ARRS
(AdditionalRoles Reimbursementscheme) roles including Clinical Pharmacists; Pharmacy Technicians; First Contact
Physiotherapists; Dieticians; Paramedics; Social Prescribers; Care Coordinators,
Digital & Transformation Leads, Nursing Associates, GPAs and Care
Co-ordinators.
Job description
Job responsibilities
Main duties
and responsibilities:
Service
Management
To be responsible for the day-to-day efficient and effective
operational management of the service(s), reporting to the PCN Business Manager for all
matters affecting the delivery of core services.
To support the organisations performance management system and to
be accountable for performance against all indicators agreed with the
commissioners, taking corrective action as required.
Help teams within the company to respond to operational issues on
a day-to-day basis and ensure issues are swiftly resolved. To implement longer
term solutions to issues raised, when required; these will range from basic
administration to more complex approaches requiring the support and agreement
of large teams of people and management of projects that deliver change.
Contribute to the development of the Strategic Direction and
annual business planning of the service(s) and to
assist in the determination of policy and strategy with the Clinical Service
Leads.
Work with other Service Managers to develop and deliver high
quality, responsive and cost effective services in line with organisational
objectives.
Provide and develop a working environment and open culture which
fosters high morale and commitment among all staff and promotes their
well-being and personal development.
Develop a strong understanding of the local and regional provision
of services outside the organisation and work with the management and clinical
leadership to react to changes in that provision to secure strong services and
market share.
Ensure the establishment and maintenance of good relationships and
communication throughout the organisation; promoting a culture where clinical
and other staff are actively involved in decisions on how services are provided
and targets delivered.
Deal directly with key external stakeholders including our member
practices, PCNs, CCGs, other external agencies and contractors as required. To
contribute to and administratively support any clinical/ service related networks associated with service(s).
Service
Improvement
In collaboration with the PCN Business Manager, facilitate
specific pathways projects for services improvement.
Financial efficiency: for example understanding service income and
expenditure and working with colleagues and finance to improve efficiency.
Monitor the service improvement programme and associated work
streams to support specific patient pathways.
Service
Quality and Clinical Governance
Ensure that all policies and procedures are adhered to as required
by CLH.
Support investigation of any Serious Untoward Incidents (SUI).
Line manage the Care Coordinator/ Care
Navigator team, ensuring that all staff are managed in accordance with
CLHs HR policies and procedures. This includes recruitment and selection,
performance management, appraisal and personal development.
Performance manage staff where necessary with the support and
guidance of HR.
Review and update administrative policies and procedures, taking
action as appropriate to enable continuous improvement of service quality.
Receive written and verbal daily monitoring reports on patient
pathway in relation to performance against agreed targets, and escalation where
breaches are immanent or occurring. Inform any delay/obstacle on the patient
pathway; ensuring breach information is passed to the executive team.
Ensure that the CLH aims are delivered within the resources
available.
Work with the Finance, HR and IT teams to identify changes to
budgets as required.
Work with the management team to create the Service Annual
Business Plan, ensuring staff involvement, in line with the companys
objectives.
Job description
Job responsibilities
Main duties
and responsibilities:
Service
Management
To be responsible for the day-to-day efficient and effective
operational management of the service(s), reporting to the PCN Business Manager for all
matters affecting the delivery of core services.
To support the organisations performance management system and to
be accountable for performance against all indicators agreed with the
commissioners, taking corrective action as required.
Help teams within the company to respond to operational issues on
a day-to-day basis and ensure issues are swiftly resolved. To implement longer
term solutions to issues raised, when required; these will range from basic
administration to more complex approaches requiring the support and agreement
of large teams of people and management of projects that deliver change.
Contribute to the development of the Strategic Direction and
annual business planning of the service(s) and to
assist in the determination of policy and strategy with the Clinical Service
Leads.
Work with other Service Managers to develop and deliver high
quality, responsive and cost effective services in line with organisational
objectives.
Provide and develop a working environment and open culture which
fosters high morale and commitment among all staff and promotes their
well-being and personal development.
Develop a strong understanding of the local and regional provision
of services outside the organisation and work with the management and clinical
leadership to react to changes in that provision to secure strong services and
market share.
Ensure the establishment and maintenance of good relationships and
communication throughout the organisation; promoting a culture where clinical
and other staff are actively involved in decisions on how services are provided
and targets delivered.
Deal directly with key external stakeholders including our member
practices, PCNs, CCGs, other external agencies and contractors as required. To
contribute to and administratively support any clinical/ service related networks associated with service(s).
Service
Improvement
In collaboration with the PCN Business Manager, facilitate
specific pathways projects for services improvement.
Financial efficiency: for example understanding service income and
expenditure and working with colleagues and finance to improve efficiency.
Monitor the service improvement programme and associated work
streams to support specific patient pathways.
Service
Quality and Clinical Governance
Ensure that all policies and procedures are adhered to as required
by CLH.
Support investigation of any Serious Untoward Incidents (SUI).
Line manage the Care Coordinator/ Care
Navigator team, ensuring that all staff are managed in accordance with
CLHs HR policies and procedures. This includes recruitment and selection,
performance management, appraisal and personal development.
Performance manage staff where necessary with the support and
guidance of HR.
Review and update administrative policies and procedures, taking
action as appropriate to enable continuous improvement of service quality.
Receive written and verbal daily monitoring reports on patient
pathway in relation to performance against agreed targets, and escalation where
breaches are immanent or occurring. Inform any delay/obstacle on the patient
pathway; ensuring breach information is passed to the executive team.
Ensure that the CLH aims are delivered within the resources
available.
Work with the Finance, HR and IT teams to identify changes to
budgets as required.
Work with the management team to create the Service Annual
Business Plan, ensuring staff involvement, in line with the companys
objectives.
Person Specification
Communication
Essential
- Excellent verbal and written communication and presentation skills suitable for a range of audiences, including chairing of meetings
- Able to clarify key points from diverse and complex sets of information
- Able to move easily between the detail and the big picture on issues in understanding and explaining the complexity of challenges and possible solutions
- Models, and is able to encourage others in being innovative in finding ways of improving the quality of services
Qualifications
Essential
- Educated to degree level or relevant level of skills and experience
- Evidence of continuing education and development
Experience
Essential
- Recent experience of managing groups of staff
- Working at Band 6 or above for relevant period
- Experience of successfully leading and implementing service improvement projects
- Experience of managing a budget
- Ability to understand complex issues, problem solve and propose solutions
- Understanding of project management techniques
- Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams
Skills and Abilities
Essential
- Analysis of complex data to produce succinct information appropriate for its audience
- Strong communication skills - written and verbal
- Demonstrable achievements in managing change
-
- Experience of participating in clinical governance initiatives
- Ability to develop new ways of working
- Intermediate skills in MS Word and PowerPoint
- Used to producing analysis in numerical or graphical formats to a high standard
- Communicates the vision and brings it alive describes what the future needs to look like in terms of service improvement and modernisation
-
- Demonstrates a commitment to the highest ethical and professional values and a belief in government funded healthcare
- Able to take conscious steps to manage self under pressure creating time for reflection and support for self and others
- Recognise others anxieties and problems encourage them to find ways of dealing
- constructively with stress
- Able to absorb and deal constructively with criticism and seek support as necessary
Knowledge
Essential
- Knowledge and awareness of issues affecting primary care, and more broadly within the NHS
- Demonstrable ability to evaluate and improve service quality
Person Specification
Communication
Essential
- Excellent verbal and written communication and presentation skills suitable for a range of audiences, including chairing of meetings
- Able to clarify key points from diverse and complex sets of information
- Able to move easily between the detail and the big picture on issues in understanding and explaining the complexity of challenges and possible solutions
- Models, and is able to encourage others in being innovative in finding ways of improving the quality of services
Qualifications
Essential
- Educated to degree level or relevant level of skills and experience
- Evidence of continuing education and development
Experience
Essential
- Recent experience of managing groups of staff
- Working at Band 6 or above for relevant period
- Experience of successfully leading and implementing service improvement projects
- Experience of managing a budget
- Ability to understand complex issues, problem solve and propose solutions
- Understanding of project management techniques
- Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams
Skills and Abilities
Essential
- Analysis of complex data to produce succinct information appropriate for its audience
- Strong communication skills - written and verbal
- Demonstrable achievements in managing change
-
- Experience of participating in clinical governance initiatives
- Ability to develop new ways of working
- Intermediate skills in MS Word and PowerPoint
- Used to producing analysis in numerical or graphical formats to a high standard
- Communicates the vision and brings it alive describes what the future needs to look like in terms of service improvement and modernisation
-
- Demonstrates a commitment to the highest ethical and professional values and a belief in government funded healthcare
- Able to take conscious steps to manage self under pressure creating time for reflection and support for self and others
- Recognise others anxieties and problems encourage them to find ways of dealing
- constructively with stress
- Able to absorb and deal constructively with criticism and seek support as necessary
Knowledge
Essential
- Knowledge and awareness of issues affecting primary care, and more broadly within the NHS
- Demonstrable ability to evaluate and improve service quality
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.
