Service Manager
This job is now closed
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 HCL.
Main duties of the job
The Service Manager is a key management role and is responsible for the operational delivery of all aspects of the service areas.
Provide timely, efficient and effective operational service management.
Assist the Director of Operations and 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.
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.
Details
Date posted
03 November 2023
Pay scheme
Other
Salary
Depending on experience Band 6 Equivalent
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
E0121-23-0033
Job locations
Capital House,
16th Floor, 25 Chapel Street
London
London
NW1 5DH
Job description
Job responsibilities
KEY TASKS AND RESPONSIBILITIES
Provide timely, efficient and effective operational service management.
Assist the Director of Operations and 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.
Directly line manage Senior Care Coordinators/ Care Navigators.
Understand and manage apportioned budget for services assigned to you.
Problem solve as appropriate, and develop and implement lasting solutions in conjunction with colleagues.
In conjunction with the PCN Business Manager and Director 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.
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/Clinical Directors.
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, ICB, other external agencies and contractors as required. To contribute to and administratively support any clinical/ service related networks associated with service(s).
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.
Ensure that all policies and procedures are adhered to as required by HCL.
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 HCLs 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 HCL 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
KEY TASKS AND RESPONSIBILITIES
Provide timely, efficient and effective operational service management.
Assist the Director of Operations and 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.
Directly line manage Senior Care Coordinators/ Care Navigators.
Understand and manage apportioned budget for services assigned to you.
Problem solve as appropriate, and develop and implement lasting solutions in conjunction with colleagues.
In conjunction with the PCN Business Manager and Director 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.
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/Clinical Directors.
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, ICB, other external agencies and contractors as required. To contribute to and administratively support any clinical/ service related networks associated with service(s).
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.
Ensure that all policies and procedures are adhered to as required by HCL.
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 HCLs 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 HCL 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
- Recent experience of managing groups of staff
- Working at Band 6 or above for relevant period or comparable experience.
- Experience of successfully leading and implementing service improvement projects
- Experience within a healthcare setting
- Experience of participating in clinical governance initiatives
Desirable
- Experience of managing a budget
- Experience with SystmOne
- Post graduate qualification e.g. MSc
- Experienced in giving presentations to large, diverse audiences
Skills and Abilities
Essential
- Ability to understand complex issues, problem solve and propose solutions
- Analysis of complex data to produce succinct information appropriate for its audience
- Strong communication skills - written and verbal
- Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams
- Demonstrable achievements in managing change
- Ability to develop new ways of working
- Intermediate skills in MS Word and PowerPoint
- Able to produce 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
- Strong 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
Desirable
- Advanced Excel spread sheet skills
Knowledge
Essential
- Knowledge and awareness of issues affecting primary care, and more broadly within the NHS
- Know how to evaluate and improve service quality using a variety of means including data review.
Desirable
- Know how to put together a business case and contribute to its implementation
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
- Recent experience of managing groups of staff
- Working at Band 6 or above for relevant period or comparable experience.
- Experience of successfully leading and implementing service improvement projects
- Experience within a healthcare setting
- Experience of participating in clinical governance initiatives
Desirable
- Experience of managing a budget
- Experience with SystmOne
- Post graduate qualification e.g. MSc
- Experienced in giving presentations to large, diverse audiences
Skills and Abilities
Essential
- Ability to understand complex issues, problem solve and propose solutions
- Analysis of complex data to produce succinct information appropriate for its audience
- Strong communication skills - written and verbal
- Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams
- Demonstrable achievements in managing change
- Ability to develop new ways of working
- Intermediate skills in MS Word and PowerPoint
- Able to produce 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
- Strong 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
Desirable
- Advanced Excel spread sheet skills
Knowledge
Essential
- Knowledge and awareness of issues affecting primary care, and more broadly within the NHS
- Know how to evaluate and improve service quality using a variety of means including data review.
Desirable
- Know how to put together a business case and contribute to its implementation
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
Healthcare Central London Ltd
Address
Capital House,
16th Floor, 25 Chapel Street
London
London
NW1 5DH
Employer's website
Employer details
Employer name
Healthcare Central London Ltd
Address
Capital House,
16th Floor, 25 Chapel Street
London
London
NW1 5DH
Employer's website
Details
Date posted
03 November 2023
Pay scheme
Other
Salary
Depending on experience Band 6 Equivalent
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
E0121-23-0033
Job locations
Capital House,
16th Floor, 25 Chapel Street
London
London
NW1 5DH
Supporting documents
Privacy notice
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