Service Manager

Modality LLP

Information:

This job is now closed

Job summary

Modality LLP is a large-scale provider of NHS Outpatient Services, renowned for its innovative approach to delivering efficient pathways for patients requiring specialist care, leading to high quality patient outcomes. We work in partnership with a number of hospitals across the country to collaboratively redesign outpatient services with more care being delivered in community settings.

We are looking for a Service Manager who can oversee the day-to-day administrative delivery of a portfolio of NHS/private services.

We are seeking dedicated postholders to join our team and who can display our CARE values: Commitment, Accountability, Respect and Excellence.

This job is suitable for individuals have a passion for working in an agile manner ensuring a high-quality service is provided. The postholder(s) will be committed to undertake any other duties commensurate with the role, within the bounds of their own competence.

As an employee with us you can benefit from

Enrolment to the NHS pension scheme

Minimum 27 days annual leave, plus 8 days bank holiday pro rata

Employee discounts and benefits scheme

Employee assistance programme (EAP)

Education and career pathways

The Modality Partnership reserve the right to close this vacancy at any time during the advertising period.

Main duties of the job

Leading the development of effective/regular communication channels across the portfolio of services e.g., weekly meetings with service clinical leads, specialty MDTs, admin team meetings etc, working alongside other Service Managers to coordinate work across the team. You will work in partnership with service clinical leads to ensure delivery of high quality clinical, business and administrative support for all services within the group portfolio.

About us

Modality LLP is a provider of NHS community outpatient services within a number of regions across the UK.

Our service offer and expertise include:

Over 15 years of experience of delivering community outpatient services

Contracts with ICBs and hospital providers

A diverse clinical workforce of consultants, GPs with extended roles, specialist nurses and allied health professionals

Delivery of over 120,000 patient consultations per year

Delivery of 1st consultations within a maximum of 4 weeks from referral from a choice of community locations, 7 days per week

Date posted

28 November 2023

Pay scheme

Other

Salary

£35,000 a year

Contract

Permanent

Working pattern

Full-time, Flexible working, Compressed hours

Reference number

E0363-23-0042

Job locations

Lyndon House

62 Hagley Road

Edgbaston

B16 8PE


Job description

Job responsibilities

Operational Management

  • Supporting the day-to-day operational management of a portfolio of new/existing community services
  • Developing expert knowledge and detailed understanding across a range of services and delegating work, as appropriate to administrative team leaders/administrators
  • Proactively managing service capacity and demand on a daily basis by reviewing clinic data to ensure that appointment slots are not wasted, and capacity is regularly monitored to remain within waiting times KPIs
  • Work alongside other Service Managers to coordinate work across the team
  • Working closely with other teams across the organisation e.g. HR, IT, Governance and Finance to ensure services are delivered efficiently and effectively
  • Working with service clinical leads to plan clinical rotas and solve service risks and issues.
  • Leading the development of effective/regular communication channels across the portfolio of services e.g. weekly meetings with service clinical leads, specialty MDTs, admin team meetings etc
  • Ensuring that clinical MDTs are embedded across each service with standardised agendas, data packs and actions being prepared and circulated in a timely manner
  • Preparing weekly reports for operational meetings on service capacity/demand, KPI delivery and operational issues
  • Act as a key point of contact for external parties. This will include (but not be limited to) liaison with the clinical workforce, clinical lead, referring practices, GPs, Practice Managers, CCGs and hospital service managers
  • Develop and maintain standard operating policies and protocols for services within the portfolio

Governance

  • Working closely with the Governance department to ensure that all legal/regulatory requirements are embedded within the portfolio of services and CQC compliance is a high priority in day-to-day service delivery
  • Leading investigations into complaints, incidents and significant events for all services within the Service Managers portfolio, with support from the governance department
  • Supporting the governance department with preparations for CQC inspections, as required
  • Establishing and maintaining operational risk and issues logs for all services within the portfolio
  • Work closely with the governance/admin team to ensure compliance with confidentiality, data protection, information governance and security policies and procedures

Staff Management/HR

  • Directly line managing key staff groups including administrative teams, clinical teams and allied health professionals
  • Leading staff recruitment as required including, developing job descriptions/adverts, shortlisting, interviewing and working with the HR department to ensure that all necessary pre employment checks are completed
  • Developing and implementing staff induction and training frameworks for a variety of staff roles
  • Lead staff performance reviews, appraisals and PDR development for administrative and clinical roles
  • Managing complex HR/employee relations issues including staff sickness and poor performance
  • Preparing monthly payroll updates and working with the payroll department to resolve any pay related issues

Project Support

  • Attend and contribute to project group meetings to feedback on progress with the development and delivery of new/existing services
  • Support the business development team with the implementation of new services through the development and delivery of detailed implementation plans
  • Contribute to other key projects as and when required e.g. service evaluations, audits and reviews

Communications & Engagement

  • Proactively promote the benefits of modality community/private services through the development and dissemination of promotional materials to external stakeholders
  • Ensuring that all information in the external domain remains up-to-date e.g. information held on the NHS e-Referral Service
  • Taking ownership of internal and external communications channels e.g. Future NHS/modality website pages relating to service portfolio in order to ensure all information presented is accurate and up-to-date
  • Building and maintaining effective working relationships with commissioners and other key stakeholders

Job description

Job responsibilities

Operational Management

  • Supporting the day-to-day operational management of a portfolio of new/existing community services
  • Developing expert knowledge and detailed understanding across a range of services and delegating work, as appropriate to administrative team leaders/administrators
  • Proactively managing service capacity and demand on a daily basis by reviewing clinic data to ensure that appointment slots are not wasted, and capacity is regularly monitored to remain within waiting times KPIs
  • Work alongside other Service Managers to coordinate work across the team
  • Working closely with other teams across the organisation e.g. HR, IT, Governance and Finance to ensure services are delivered efficiently and effectively
  • Working with service clinical leads to plan clinical rotas and solve service risks and issues.
  • Leading the development of effective/regular communication channels across the portfolio of services e.g. weekly meetings with service clinical leads, specialty MDTs, admin team meetings etc
  • Ensuring that clinical MDTs are embedded across each service with standardised agendas, data packs and actions being prepared and circulated in a timely manner
  • Preparing weekly reports for operational meetings on service capacity/demand, KPI delivery and operational issues
  • Act as a key point of contact for external parties. This will include (but not be limited to) liaison with the clinical workforce, clinical lead, referring practices, GPs, Practice Managers, CCGs and hospital service managers
  • Develop and maintain standard operating policies and protocols for services within the portfolio

Governance

  • Working closely with the Governance department to ensure that all legal/regulatory requirements are embedded within the portfolio of services and CQC compliance is a high priority in day-to-day service delivery
  • Leading investigations into complaints, incidents and significant events for all services within the Service Managers portfolio, with support from the governance department
  • Supporting the governance department with preparations for CQC inspections, as required
  • Establishing and maintaining operational risk and issues logs for all services within the portfolio
  • Work closely with the governance/admin team to ensure compliance with confidentiality, data protection, information governance and security policies and procedures

Staff Management/HR

  • Directly line managing key staff groups including administrative teams, clinical teams and allied health professionals
  • Leading staff recruitment as required including, developing job descriptions/adverts, shortlisting, interviewing and working with the HR department to ensure that all necessary pre employment checks are completed
  • Developing and implementing staff induction and training frameworks for a variety of staff roles
  • Lead staff performance reviews, appraisals and PDR development for administrative and clinical roles
  • Managing complex HR/employee relations issues including staff sickness and poor performance
  • Preparing monthly payroll updates and working with the payroll department to resolve any pay related issues

Project Support

  • Attend and contribute to project group meetings to feedback on progress with the development and delivery of new/existing services
  • Support the business development team with the implementation of new services through the development and delivery of detailed implementation plans
  • Contribute to other key projects as and when required e.g. service evaluations, audits and reviews

Communications & Engagement

  • Proactively promote the benefits of modality community/private services through the development and dissemination of promotional materials to external stakeholders
  • Ensuring that all information in the external domain remains up-to-date e.g. information held on the NHS e-Referral Service
  • Taking ownership of internal and external communications channels e.g. Future NHS/modality website pages relating to service portfolio in order to ensure all information presented is accurate and up-to-date
  • Building and maintaining effective working relationships with commissioners and other key stakeholders

Person Specification

Personal Qualities

Essential

  • Able to work well under pressure and deliver to tight timescales.
  • Well organised
  • Proficient verbal and written communication skills to individuals at all levels within and outside of the organisation
  • Strong work ethic as part of a team and working on your own initiative.
  • Able to respond effectively to changing priorities.
  • Logical and systematic in work processes.

Knowledge

Essential

  • Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
  • Evidence of continuous professional development
  • A minimum of 2 years operational management experience in a NHS/private healthcare setting
  • Significant experience of managing teams and line management
  • Experience in service redesign and project management
  • Experience of presenting complex data/information to staff at all levels and persuading people to make changes based on this information

Skills

Essential

  • Skills for communication on complex matters, requiring developed interpersonal and oral/ written communication skills
  • Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills
  • Highly competent at using initiative to solve day to day problems in a calm and professional manner
  • Problem solving skills and ability to respond to sudden unexpected demands
Person Specification

Personal Qualities

Essential

  • Able to work well under pressure and deliver to tight timescales.
  • Well organised
  • Proficient verbal and written communication skills to individuals at all levels within and outside of the organisation
  • Strong work ethic as part of a team and working on your own initiative.
  • Able to respond effectively to changing priorities.
  • Logical and systematic in work processes.

Knowledge

Essential

  • Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
  • Evidence of continuous professional development
  • A minimum of 2 years operational management experience in a NHS/private healthcare setting
  • Significant experience of managing teams and line management
  • Experience in service redesign and project management
  • Experience of presenting complex data/information to staff at all levels and persuading people to make changes based on this information

Skills

Essential

  • Skills for communication on complex matters, requiring developed interpersonal and oral/ written communication skills
  • Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills
  • Highly competent at using initiative to solve day to day problems in a calm and professional manner
  • Problem solving skills and ability to respond to sudden unexpected demands

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

Modality LLP

Address

Lyndon House

62 Hagley Road

Edgbaston

B16 8PE


Employer's website

https://modalitycommunityservices.com/ (Opens in a new tab)

Employer details

Employer name

Modality LLP

Address

Lyndon House

62 Hagley Road

Edgbaston

B16 8PE


Employer's website

https://modalitycommunityservices.com/ (Opens in a new tab)

For questions about the job, contact:

Managing Director

Amirah Sheikh

amirah.sheikh1@nhs.net

Date posted

28 November 2023

Pay scheme

Other

Salary

£35,000 a year

Contract

Permanent

Working pattern

Full-time, Flexible working, Compressed hours

Reference number

E0363-23-0042

Job locations

Lyndon House

62 Hagley Road

Edgbaston

B16 8PE


Supporting documents

Privacy notice

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