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
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.
