Job summary
We have an exciting opportunity for a performance manager to join our CQC Outstanding NHS 111 team.
Our non clinical performance managers provide
proactive and professional management, leadership, support and coaching to our 111 call
taking staff.
They oversee efficiency, quality and safety of the service at all
times, whilst ensuring adherence to National Quality Requirements and organisational Key
Performance Indicators through proactive and innovative management.
Performance managers also maintain adherence with all contract requirements and liaise with key stakeholders to represent DHU in a timely and professional manner.
Working Pattern
4 on 4 off shifts consisting of 4 early shifts, 4 days off, 4 late shifts.
Benefits
In return we can offer you:
- NHS Pension scheme
- NHS Continuous service recognition
- Pay enhancements ( weekday evenings from 6pm-8am +30%, weekends from 6pm Friday - 8am Monday +45%)
- Enhanced Maternity/Paternity packages
- Private Health Membership
Please Note: If you have been unsuccessful in your application for this role in the last 6 months, your application will not be considered at this time.
Main duties of the job
To support
the day to day operation of our DHU Advice Centres through safe, effective and
efficient line management of our Health & Service advisor workforce
To provide
support through real-time leadership and direction to call taking staff,
managing relationships effectively and leading performance management processes
and analysis that enables excellent performance to be established and
maintained
Assisting in
ensuring operational effectiveness and efficiency within the National Quality
Standards and KPIs for all our NHS 111 and Out of Hours Contracts
Please see attached JD & Spec for further details
About us
DHU Healthcare is a not-for-profit community interest company
providing a diverse range of services to the NHS frontline, including urgent
and emergency care, primary care, out of hours services and NHS111. We operate
365 days a year, 24 hours a day across a wide geographical area including
Derbyshire, Northamptonshire; Nottinghamshire; Leicester, Leicestershire &
Rutland; Lincolnshire, Milton Keynes, Bath, North East Somerset, Swindon and
Wiltshire a population totalling around ten million. A socially conscious
organisation, we provide compassionate, safe, high-quality care to our patients
and the communities we serve and offer a supportive work environment to our
2,000 people. You can find out more about us at Our
profile :: DHU Healthcare
Job description
Job responsibilities
NHS 111 Non Clinical Performance Manager
DHU 111 (East Midlands) CIC provides quality
primary healthcare services. As a not for profit social enterprise, we have a
commitment to high standards as well as a proactive approach towards patient
care and to achieving the delivery of a patient focused service.
Duties of the role include:
To support
the day to day operation of our DHU Advice Centres through safe, effective and
efficient line management of our Health & Service advisor workforce
To provide
support through real-time leadership and direction to call taking staff,
managing relationships effectively and leading performance management processes
and analysis that enables excellent performance to be established and
maintained
Assisting in
ensuring operational effectiveness and efficiency within the National Quality
Standards and KPIs for all our NHS 111 and Out of Hours Contracts
Developing
and coaching a team of Health and Service Advisors with the support and
guidance from the Operational Performance Managers, to provide a safe and high
quality patient focused service for the NHS
111 Services acrossDerbyshire; Northamptonshire; Nottinghamshire; Leicester, Leicestershire & Rutland; Lincolnshire, Milton Keynes; West Midlands; Bath, North East Somerset, Swindon and Wiltshire
Interpreting
and applying performance data to gain a reliable picture of individual and
organisational performance and take timely action to address any performance
concerns identified.
To support adherence
to contractual and regulatory performance and quality standards, making
improvements to patient experience, service quality, and efficiency.
What you will need :
Excellent
interpersonal and communication skills
Excellent
technical skills with the ability to make decisions quickly
Dynamically
minded with good leadership skills
Delegation
Skills
Ability to
use initiative and problem solving skills
Effective
time management strong organisational skills
Flexibility
to meet service needs
Personable,
professional and capable of making positive connections with all teams within
the Advice Centres
Enthusiastic
with energy and drive.
Creative
and Innovative thinker.
Proactive
and positive especially in relationship building
For manual applications please email 111 Recruitment - 111HRRecruitmentTeam@DHUHealthCare.nhs.uk
Job description
Job responsibilities
NHS 111 Non Clinical Performance Manager
DHU 111 (East Midlands) CIC provides quality
primary healthcare services. As a not for profit social enterprise, we have a
commitment to high standards as well as a proactive approach towards patient
care and to achieving the delivery of a patient focused service.
Duties of the role include:
To support
the day to day operation of our DHU Advice Centres through safe, effective and
efficient line management of our Health & Service advisor workforce
To provide
support through real-time leadership and direction to call taking staff,
managing relationships effectively and leading performance management processes
and analysis that enables excellent performance to be established and
maintained
Assisting in
ensuring operational effectiveness and efficiency within the National Quality
Standards and KPIs for all our NHS 111 and Out of Hours Contracts
Developing
and coaching a team of Health and Service Advisors with the support and
guidance from the Operational Performance Managers, to provide a safe and high
quality patient focused service for the NHS
111 Services acrossDerbyshire; Northamptonshire; Nottinghamshire; Leicester, Leicestershire & Rutland; Lincolnshire, Milton Keynes; West Midlands; Bath, North East Somerset, Swindon and Wiltshire
Interpreting
and applying performance data to gain a reliable picture of individual and
organisational performance and take timely action to address any performance
concerns identified.
To support adherence
to contractual and regulatory performance and quality standards, making
improvements to patient experience, service quality, and efficiency.
What you will need :
Excellent
interpersonal and communication skills
Excellent
technical skills with the ability to make decisions quickly
Dynamically
minded with good leadership skills
Delegation
Skills
Ability to
use initiative and problem solving skills
Effective
time management strong organisational skills
Flexibility
to meet service needs
Personable,
professional and capable of making positive connections with all teams within
the Advice Centres
Enthusiastic
with energy and drive.
Creative
and Innovative thinker.
Proactive
and positive especially in relationship building
For manual applications please email 111 Recruitment - 111HRRecruitmentTeam@DHUHealthCare.nhs.uk
Person Specification
Qualifications
Desirable
- Previous leadership experience is desired, preferably at a management level
- Accredited NHS Pathways user preferred however full Pathways training will be delivered upon successful appointment of post
- Accredited NHS pathways coach preferred however placement onto the next available coaching course will be actioned upon successful appointment of post
- Previous experience of working within a healthcare environment providing telephone triage/assessment preferred
- Previous experience of working with staff in a busy service environment
- Able to assertively and professionally manage challenge and deliver difficult conversations and feed back
- Previous experience of performance coaching preferred
- Experience of communication with a variety of people
- IT experience (e.g. Word/Excel and other packages) as well as email systems and other electronic media
- Management of staff rostering and rota systems
- Knowledge of telephony systems
Experience
Essential
- Commitment to role
- Able to work unsocial hours
- Flexibility to meet service/rota needs
- Ability to travel to all sites on request and external meeting locations across the country on request.
Person Specification
Qualifications
Desirable
- Previous leadership experience is desired, preferably at a management level
- Accredited NHS Pathways user preferred however full Pathways training will be delivered upon successful appointment of post
- Accredited NHS pathways coach preferred however placement onto the next available coaching course will be actioned upon successful appointment of post
- Previous experience of working within a healthcare environment providing telephone triage/assessment preferred
- Previous experience of working with staff in a busy service environment
- Able to assertively and professionally manage challenge and deliver difficult conversations and feed back
- Previous experience of performance coaching preferred
- Experience of communication with a variety of people
- IT experience (e.g. Word/Excel and other packages) as well as email systems and other electronic media
- Management of staff rostering and rota systems
- Knowledge of telephony systems
Experience
Essential
- Commitment to role
- Able to work unsocial hours
- Flexibility to meet service/rota needs
- Ability to travel to all sites on request and external meeting locations across the country on request.
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.
