NHS 111 Non Clinical Performance Manager

Job description

Job responsibilities

NHS 111 Non Clinical Performance Manager x 6 (Oldbury)

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.

We have an exciting opportunity for a NHS 111 Non Clinical Performance Manager to join our management team.

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 across Derbyshire, Leicestershire, Lincolnshire, Northamptonshire, Nottinghamshire, and Milton Keynes

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.

Who you will need to be:

Excellent interposal 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 submit to 111 Recruitment - 111HRRecruitmentTeam@DHUHealthCare.nhs.uk

** 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**

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.

Employer details

Employer name

DHU Healthcare

Address

Ashgate Medical Practice

Ashgate Road

Chesterfield

Derbyshire

S40 4AA

Employer's website

http://www.dhuhealthcare.com/ (Opens in a new tab)