Job responsibilities
Role Summary
The Service Manager is an essential role within the service leadership teams, reporting to the Operational Director. The Service Manager is responsible for the day-to-day management and operational delivery of high quality ophthalmology services within their location(s).
With core responsibility for delivering an excellent service, including the maintenance of high clinical and quality standards, setting and achieving utilisation and growth targets, the Service Manager will be expected to ensure continual improvement of performance. The Service Manager is expected to lead service improvement and development initiatives. This will include liaising with clients, patients, relevant third parties and other stakeholders to raise the profile of Newmedica and to identify new service opportunities.
The Service Manager will lead, develop and motivate the team, including employed staff, locums and contractors, to deliver outstanding results. A key role will be the monitoring, review and compilation of service information to manage and monitor contract performance.
The Service Manager will promote a culture of trust, positive relationships, teamwork, open communication, disseminate information to ensure partnership working and collaboration between the Newmedica clinical team, patients, clients and all stakeholders.
Key Responsibilities
Clinic Management
- Oversee the efficient operation and administration of location(s) maintaining adherence to relevant legal frameworks and standards as set by the Senior Management Team and governing bodies.
- Proactively manage scheduling of clinical and administration staff ensuring that sufficient capacity is available to meet the current and future requirements of the service.
- Deliver the internal audit function and support external audit as required.
- Drive outstanding clinical performance and experience to patients.
- Manage clinic staff to ensure optimal patient flow, implementing changes where appropriate.
- Manage clinical, operational and information risks.
- Ensure that incident reporting/complaints procedures are followed including liaison with clients, preparation and submission of reports and communication of outcomes to patients, clients and internal teams. Management of escalation to local/national bodies as required.
- Provide timely and accurate reports as directed.
- Ensure patients are given the opportunity to provide meaningful feedback on their experience of the service and work with patient groups to improve standards, as necessary.
Service Management
- Develop and maintain effective partnerships and working relationships with internal teams, colleagues and external stakeholders (clients, commissioners, partners, suppliers etc.)
- Support contract meetings with the preparation and presentation of KPI and performance information.
- Take the lead in service improvement and development.
- Devise and implement new service delivery initiatives.
- Manage service in line with all requirements outlined in the service contract including preparation and submission of quality and activity reports.
- Support the management of contracts and estate requirements of the premises.
Team Management
- Embrace Newmedica's values and strategy and model positive behaviour for all staff members driving high levels of staff satisfaction and retention.
- Manage and provide leadership to the whole clinic team, including clinicians and administrators, motivating them to achieve or exceed set performance targets and deliver high standards of care.
- To lead on the recruitment, coaching and development of an appropriately resourced team, ensuring that all colleagues are equipped with the necessary skills and knowledge to deliver sustainable service growth in a safe and professional manner.
- Seek to resolve all people issues, liaising with the HR Team on complex issues including but not limited to recruitment, performance, conduct and absence.
- Ensure delivery of local induction processes including completion of log books and modular training programmes by mentors or equivalent.
- Ensure the clinic team are well supported and lead team development including the completion of performance appraisals.
- Act as main conduit from the service team to the Senior Management Team (SMT).
- Communicate key information from Quality Management Committee (QMC), Medical Advisory Committee (MAC), Information Governance Committee (IGC), and Operations Management Group (OMG) to all clinic staff.
- Ensure that all statutory and mandatory training is compliant at all times, accessing additional training requirements as necessary.
- Work closely with the HR team to ensure that all pre-employment checks are completed prior to start dates and repeat checks are carried out in line with the policy.
Governance
- Implement all applicable company policies, procedures and protocols to meet Care Quality Commission Fundamental Standards and to promote best practice, including complying with the Caldicott Principles and the Data Protection Act 1998, specifically with regards to:
- Patient confidentiality
- Health and safety
- Infection control
- Equality and diversity
- Risk management
- Safeguarding
- Always ensure that the operational team works to promote optimum patient safety
- Monitor compliance with established best practice standards and ensure an action plan is in place to deal with any areas of non-compliance.
- Support any operational and clinical audit activities and research.
- Completion of governance reports as required by service contracts.
- Contribute to the service integrated clinical governance meetings, with the preparation of performance data and recommendations for improvement, and dissemination of lessons learned.
Finance
- Work with the Senior Management Team and provide input to budget setting and monitoring of expenditure to ensure budgets are achieved, whilst delivering and safe service for patients
- Sign off expenses and expenditure to an agreed limit
- Manage internal budget against expected performance
- Approve supplier invoices to an agreed limit
Business Development
- Assist in identifying new opportunities within the service or locality
- Support the service annual events programme to promote the capability of the service and grow referral activity
Duty Manager
- Be part of the on-call duty rota
