Job summary
We are seeking to recruit an exceptional individual for an
Operational Support role within Healthshare Harrow MSK Team.
The candidate will provide operational and administrative
support to the Operations Manager. The role is very varied and fast-paced and
requires the candidate to be an excellent organiser with previous operational
experience. The successful candidate will be highly motivated, enthusiastic and
an excellent communicator with the ability to communicate at all levels.
Main duties of the job
- To provide operational support for clinical services,
ensuring the provision of high quality and sustainable services.
- To assist the operations manager and senior
operations manager in operational and financial performance of the service;
helping to maintain high standards of service delivery, in accordance with
legal and professional standards.
- To act as the lead on HR, MSK scheduling, complaints/
incidents and purchasing functions across all NWL MSK services.
- Work alongside the operations team in managing key
areas such as managing day to day operational issues, staffing, HR functions,
activity, managing rotas in line with service requirements, providing data and
information, estates, complaints and purchase orders.
- To assist in regulatory compliance and compliance to
internal audit standards within the sites and operations.
- To help support business development opportunities
and further development of existing services.
- Assist
in the deliverance of performance management and reporting structure for the
service.
About us
We're an independent healthcare provider, with established roots in muscular-skeletal health and diagnostics, founded by expert NHS clinicians who recognised a way to improve things.
Our approach means that whether it's speed, flexibility, efficiency or quality, every aspect has been carefully considered to surpass expectations. This is why we've been a trusted partner of the NHS for over ten years, and the provider of choice for countless private patients.
We work with integrity. When it comes to collaboratively delivering care, relationships are key. Whether we're interacting with each other, our partners or our patients, we're always open and honest. Every key decision is based on clear process and informed by evidence.
We act with empathy. Everyone who is here, is here because they care about people. We always try and put ourselves in the shoes of whomever we're interacting with and treat people with compassion and consideration.
We inspire with passion. It's hard work, but we absolutely love what we do. There's no room for a half-hearted approach to healthcare, it requires dedication, and that's what everyone here has. A Healthshare employee is enthusiastic, with a verve and panache that inspires others around them.
Benefits:
- 25 days annual leave (plus Bank Holidays) and option to buy/sell
- Private Healthcare (Benenden)
- Company Pension Scheme
- Life Assurance
- Blue Light Card
- Refer a Friend Scheme
- CPD Opportunities
- Wagestream
- Reward Gateway
- Cycle to Work Scheme
- Smart Tech
- EV Car Scheme
Job description
Job responsibilities
Key Working
Relationships
- To work alongside the operations team supporting
their collaborative working with the other members of the senior management
team and directors in achieving of the services quality, safety, people and
financial objectives and to support the wider business; as required.
- Assist in supporting Healthshares vision, values and
behaviours and incorporating these into meaningful team and personal
objectives.
- To support and assist a large multi-disciplined team,
working in a collaborative way.
- To work closely with the physiotherapy management
team to develop and refine the strategic vision of Healthshare MSK services.
- To be an advocate of high patient care standards;
creating a positive and proactive approach to customer service throughout the
operation.
- To participate and contribute, as an individual and
as a representative of Healthshare; developing the corporate credibility of
Healthshare to both patients and external professionals.
- Involvement
in the compliance of Healthshare policies and legislation requirements such as
Health and Safety, Clinical Governance, Information Governance, Care Quality
Commission and Risk Management.
Role and responsibilities- Responsible for assisting the operations team in the
day-to-day operations ensuring a high standard of customer service and patient
satisfaction.
- Responsible for assisting the operations team in
resolving patient service issues, dealing with patient and referrer feedback
relating to operational or service provision.
- To assist and in some cases manage incident
investigations.
- To assist in overseeing Health and Safety.
- Liaison
with facilities management services, ensuring the sites operate safely and
effectively.
- Participate in HR activities, e.g., return to work interviews, annual leave rostering, pay role and expenses submission in line with deadlines.
- Resolve issues relating to operational, rota or service provision.
- Work with the operations team in relation to liaison with primary care and NHS partners and to build links and maintain positive relationships with internal and external stakeholders e.g., ICB, GPs, Healthwatch and local patient services.
- Support the operations team to achieve the services objectives and business strategies.
- Identify and recommend organisational opportunities.
- Monitor effectiveness and success via audit of patient satisfaction indicators, clinical incidents, feedback, and recommend action to deliver improvements.
- Assist to provide monthly service reports according to agreed contractual and organisational requirements.
- Promote and deliver on all service implementations such as the delivery of new service models
- To work closely with the physiotherapy management team to facilitate the translation of national policy into local delivery in relation to the planning and delivery of an integrated, patient focused service across the care pathway.
- The post holder must be aware of individuals responsibilities under the Health and Safety at Work Act and identify and report, as necessary any untoward incident or accident or potentially hazardous environment.
Monitoring and
Reporting
- Participate in operations team meetings (virtual/
physical) by taking minutes and logging actions.
- Be responsible to ensure actions taken at meetings
are met in timely fashion by the operations team.
- Monitor the operations teams diarys and manage it
where necessary.
- Support the production, agreement and actions
required from:
- Operational service KPIs
- Team performance
- Service user feedback, PSQs
- Service budgets
- Delivery
of new services
Job description
Job responsibilities
Key Working
Relationships
- To work alongside the operations team supporting
their collaborative working with the other members of the senior management
team and directors in achieving of the services quality, safety, people and
financial objectives and to support the wider business; as required.
- Assist in supporting Healthshares vision, values and
behaviours and incorporating these into meaningful team and personal
objectives.
- To support and assist a large multi-disciplined team,
working in a collaborative way.
- To work closely with the physiotherapy management
team to develop and refine the strategic vision of Healthshare MSK services.
- To be an advocate of high patient care standards;
creating a positive and proactive approach to customer service throughout the
operation.
- To participate and contribute, as an individual and
as a representative of Healthshare; developing the corporate credibility of
Healthshare to both patients and external professionals.
- Involvement
in the compliance of Healthshare policies and legislation requirements such as
Health and Safety, Clinical Governance, Information Governance, Care Quality
Commission and Risk Management.
Role and responsibilities- Responsible for assisting the operations team in the
day-to-day operations ensuring a high standard of customer service and patient
satisfaction.
- Responsible for assisting the operations team in
resolving patient service issues, dealing with patient and referrer feedback
relating to operational or service provision.
- To assist and in some cases manage incident
investigations.
- To assist in overseeing Health and Safety.
- Liaison
with facilities management services, ensuring the sites operate safely and
effectively.
- Participate in HR activities, e.g., return to work interviews, annual leave rostering, pay role and expenses submission in line with deadlines.
- Resolve issues relating to operational, rota or service provision.
- Work with the operations team in relation to liaison with primary care and NHS partners and to build links and maintain positive relationships with internal and external stakeholders e.g., ICB, GPs, Healthwatch and local patient services.
- Support the operations team to achieve the services objectives and business strategies.
- Identify and recommend organisational opportunities.
- Monitor effectiveness and success via audit of patient satisfaction indicators, clinical incidents, feedback, and recommend action to deliver improvements.
- Assist to provide monthly service reports according to agreed contractual and organisational requirements.
- Promote and deliver on all service implementations such as the delivery of new service models
- To work closely with the physiotherapy management team to facilitate the translation of national policy into local delivery in relation to the planning and delivery of an integrated, patient focused service across the care pathway.
- The post holder must be aware of individuals responsibilities under the Health and Safety at Work Act and identify and report, as necessary any untoward incident or accident or potentially hazardous environment.
Monitoring and
Reporting
- Participate in operations team meetings (virtual/
physical) by taking minutes and logging actions.
- Be responsible to ensure actions taken at meetings
are met in timely fashion by the operations team.
- Monitor the operations teams diarys and manage it
where necessary.
- Support the production, agreement and actions
required from:
- Operational service KPIs
- Team performance
- Service user feedback, PSQs
- Service budgets
- Delivery
of new services
Person Specification
Education and knowledge
Essential
- Degree level or equivalent professional qualification (or relevant experience)
- Experience of working in a results driven workplace
- Is numerate - can analyse, interpret and make recommendations using data
- Displays passion, energy, perseverance, entrepreneurial spirit and proactivity
- A confident decision maker
- Demonstrates excellent patient/customer service delivery skills
- Demonstrates a drive for improvement and an openness to new ideas
- Has a good balance between attention to detail (e.g. safety, numbers) and the bigger picture (e.g. direction, planning)
- Takes a calm and measured response to challenging situations
- Good written and spoken English
Desirable
- IT familiarity with at least one Patient Administration System (e.g., System1, EMIS), Microsoft Word, Excel and PowerPoint.
- Strategic awareness with the ability to understand the commercial perspective.
- Project and line management experience
Experience
Essential
- Previous experience and understanding of primary care/community services management and/or commission Experience of working in a KPI driven workplace
- Experience of working with stakeholders and having the interpersonal and communication skills necessary to deal with a diverse range of people
- Ability to work flexibly, under pressure and to meet demanding and often competing deadlines Experience of HR and service delivery responsibilities
- Evidence of the ability to identify and explore new and innovative ways of working which improve performance and operational effectiveness
- Experience of managing formal and informal complaints
- Experience of managing sensitive and difficult situations and using appropriate HR policies
Desirable
- Previous experience in a personal assistant role
- Working within an MSK clinic
- Experience of working in GP clinics Experience of appraisal and supervision
- Experience in team management
Skills and aptitudes
Essential
- Tenacity
- A desire to see continued improvements
- Emotional intelligence
- Flexible
- Advanced organisational & time management skills
- Proven ability to manage priorities and deadlines
- Advanced communication skills.
- Well-developed interpersonal skills.
- Evidence of Leadership Skills
Desirable
- To demonstrate an ability to communicate complex and sensitive information
- Evidence of presentation skills
Personal qualities and attributes
Essential
- Is flexible and adaptable to changing circumstances.
- Demonstrate a forward looking and proactive approach
- Work effectively within a team environment
- To use initiative and think creatively
- To show empathy
- To exercise influencing/negotiating skills
- To be personally and professionally responsible
- Ability to work flexibly to accommodate peaks and troughs of activity and business demands
- Reliability with good timekeeping
- Ability to work without direct supervision
Person Specification
Education and knowledge
Essential
- Degree level or equivalent professional qualification (or relevant experience)
- Experience of working in a results driven workplace
- Is numerate - can analyse, interpret and make recommendations using data
- Displays passion, energy, perseverance, entrepreneurial spirit and proactivity
- A confident decision maker
- Demonstrates excellent patient/customer service delivery skills
- Demonstrates a drive for improvement and an openness to new ideas
- Has a good balance between attention to detail (e.g. safety, numbers) and the bigger picture (e.g. direction, planning)
- Takes a calm and measured response to challenging situations
- Good written and spoken English
Desirable
- IT familiarity with at least one Patient Administration System (e.g., System1, EMIS), Microsoft Word, Excel and PowerPoint.
- Strategic awareness with the ability to understand the commercial perspective.
- Project and line management experience
Experience
Essential
- Previous experience and understanding of primary care/community services management and/or commission Experience of working in a KPI driven workplace
- Experience of working with stakeholders and having the interpersonal and communication skills necessary to deal with a diverse range of people
- Ability to work flexibly, under pressure and to meet demanding and often competing deadlines Experience of HR and service delivery responsibilities
- Evidence of the ability to identify and explore new and innovative ways of working which improve performance and operational effectiveness
- Experience of managing formal and informal complaints
- Experience of managing sensitive and difficult situations and using appropriate HR policies
Desirable
- Previous experience in a personal assistant role
- Working within an MSK clinic
- Experience of working in GP clinics Experience of appraisal and supervision
- Experience in team management
Skills and aptitudes
Essential
- Tenacity
- A desire to see continued improvements
- Emotional intelligence
- Flexible
- Advanced organisational & time management skills
- Proven ability to manage priorities and deadlines
- Advanced communication skills.
- Well-developed interpersonal skills.
- Evidence of Leadership Skills
Desirable
- To demonstrate an ability to communicate complex and sensitive information
- Evidence of presentation skills
Personal qualities and attributes
Essential
- Is flexible and adaptable to changing circumstances.
- Demonstrate a forward looking and proactive approach
- Work effectively within a team environment
- To use initiative and think creatively
- To show empathy
- To exercise influencing/negotiating skills
- To be personally and professionally responsible
- Ability to work flexibly to accommodate peaks and troughs of activity and business demands
- Reliability with good timekeeping
- Ability to work without direct supervision
