Remote Monitoring Service Manager

Job description

Job responsibilities

Role Summary:

The Remote Monitoring Service Manager will provide senior operational leadership and support for the design, mobilisation, implementation and ongoing delivery of the Hampshire and Isle of Wight (HIOW) Level 2 Remote Monitoring Service and North Hampshire Urgent Care (NHUC) Level 3 Virtual Care at Home Service.

The Service Manager will ensure that the service is safe, responsive, patient-centred, digitally enabled and delivered consistently across the HIOW footprint in line with the agreed service specification, contract, standard operating procedures, governance requirements and key performance indicators.

North Hampshire Urgent Care is the lead provider of the L2 HIOW-wide L2 Remote Monitoring Service with subcontracts in place to partner organisations to provide the service operationally outside of the North and Mid Hampshire, which NHUC will personally provide.

North Hampshire Urgent Care are the sole provider of the L3 Virtual Care at Home Service covering North and Mid Hampshire.

Internally, the Service Manager will work closely with NHUC Senior Leaders, Medical Director, Clinical Director, Director of Operations, Clinical Head of Service Primary Care, Primary Care Operations Manager, Remote Monitoring Clinical Lead and Head of Clinical Governance, Quality and Patient Safety. The Service Manager will also work closely with subcontractor providers, HIOW ICB, the digital supplier and wider system partners to ensure effective patient onboarding, alert management escalation pathways, workforce planning, education and training, quality assurance, reporting and continuous improvement.

The role will be central to ensuring the success of the Remote Monitoring Service and ensuring it supports the wider NHS ambition for prevention, early intervention, care closure to home and reduced reliance on unscheduled urgent and emergency care.

The post holder will be based at NHUCs head office, located at The Meads Business Centre in Farnborough, however there will be requirement to attend other NHUC and subcontractor / partner locations across the entire HIOW footprint on an ad hoc basis.

Main Duties and Responsibilities:

Leadership and Service Management

• Provide visible, accessible and effective operational leadership for the Remote Monitoring Service, creating a culture where staff understand their roles, responsibilities and contribution to safe patient care.
• Operationally lead the mobilisation and implementation of the service, ensuring that operational plans, workforce requirements, training, reporting arrangements, escalation pathways and digital processes are in place ahead of go-live and refined as the service develops.
• Manage the day-to-day operational delivery of the service, ensuring that the agreed hours of operation, service model and standards are maintained across the HIOW footprint.
• Support the development and review of standard operating procedures, pathways, guidance, action plans and service improvement plans.
• Monitor subcontractor performance against agreed contractual requirements, escalating concerns appropriately and contributing to provider assurance processes.
• Represent NHUC and the Remote Monitoring Service in relevant operational, mobilisation, governance and stakeholder meetings.

Lead Provider and Partnership Working

• Support NHUC in its role as Lead Provider, ensuring effective collaboration with subcontractor providers and system partners.
• Coordinate cross-provider delivery arrangements, ensuring consistency of patient experience, escalation processes, quality assurance, reporting and shared learning in line with contractual service requirements.
• Obtain assurance that subcontracted organisations are operating and delivering the service in line with NHUC values, including their staff training and ensuring sufficient rota cover / resilience.
• Support partnership arrangements to flex resources and provide cross-cover where required to meet service demand.

Operational Delivery, Performance and KPI Management

• Monitor performance data and service activity to identify trends, risks, capacity pressures and opportunities for improvement.
• Ensure robust processes are in place for responding to RED alerts within 2 hours and AMBER alerts within 6 hours, in line with the service specification and local procedures.
• Support delivery of expected alert resolution levels within the Remote Monitoring Service, escalating unresolved or complex issues appropriately.
• Prepare and present regular performance, quality and operational reports for NHUC, HIOW ICB, contract review meetings, governance meetings and internal leadership forums.
• Work with finance and senior leaders to understand service activity, resource utilisation and contract delivery requirements.
• Investigate KPI breaches and contribute to service improvement plans.
• Undertake reporting in line with national and local requirements.
• Investigation of incidents relating to the Remote Monitoring Service through our Vantage platform.

Workforce, Training and Line Management

• Provide direct line management to relevant Remote Monitoring Service staff as agreed within the service structure.
• Ensure staff receive appropriate induction, training, supervision, appraisals, 1:1s and ongoing support in line with NHUC policies and service requirements.
• Coordinate workforce planning, rota arrangements and staffing escalation plans to maintain safe and effective service delivery 8am to 8pm, 7 days per week, 365 days per year, 365 days per year.
• Promote staff wellbeing, psychological safety and an open culture where concerns, difficult cases and learning needs are discussed appropriately.

Patient Onboarding, Access and Experience

• Oversee operational processes for patient identification, invitation, consent, onboarding, training and ongoing engagement with the Remote Monitoring Service.
• Ensure onboarding processes support patients and carers to understand the purpose of the service, how to use the digital portal/app and when to seek emergency help.
• Work with partners to minimise digital exclusion, including supporting processes for equipment provision where required and agreed.
• Ensure patient and carer feedback is collected, reviewed and used to inform service improvement.
• Promote equitable access and a patient-centred, strengths-based approach to supporting older people living with frailty.

Digital Platform, Information Governance and Clinical Safety

• Act as an operational link between NHUC, subcontractors, HIOW ICB and the digital supplier to support implementation and day-to-day use of the remote monitoring dashboard, patient portal/app and reporting functionality.
• Support the development of processes for digital onboarding, dashboard monitoring, data visibility, alert categorisation, reporting and integration with CHIE or other agreed records systems.
• Ensure operational issues with the digital platform are identified, logged, escalated and resolved in collaboration with the supplier and relevant internal leads.
• Work with information governance and clinical safety leads to support compliance with UK GDPR, the Data Protection Act 2018, data sharing agreements, DPIAs and relevant NHS clinical safety standards, including DCB0160 for deployment of health IT systems.
• Ensure staff follow accurate, clear and contemporaneous documentation standards within the digital dashboard and any linked clinical records.

Professional

• Undertake training that meets personal, mandatory and organisational learning needs, including statutory and mandatory training, information governance, safeguarding and role-specific digital platform training.
• Maintain knowledge of relevant NHS urgent and same day care priorities, proactive care, virtual care, remote monitoring, frailty, digital transformation and care closer to home models.
• Work within NHUC policies, protocols, procedures and values, demonstrating professionalism, integrity and a commitment to safe, effective and supportive care.
• Demonstrate strong organisational skills, the ability to prioritise competing demands and the capability to work effectively under pressure in a complex multi-provider environment.
• Maintain confidentiality, professional boundaries and high standards of communication with patients, carers, staff and external partners.

Additional Requirements

The post holder will:

• Participate in the Same Day Care Management On-Call rota.
• Comply with information governance, confidentiality, and data protection requirements.
• Support NHUC in preparation for internal and external assurance activities, including CQC inspections, commissioner reviews and contractual audits, as required.
• Demonstrate a strong commitment to collaborative working and teamwork.
• Support NHUC's values and behaviours.
• Be willing to undergo an Enhanced DBS check

Person Specification

Qualifications

• Educated to degree level or significant equivalent previous proven experience

• Postgraduate qualification in leadership, education, management or related subject

Experience

• Experience working within remote monitoring, urgent care, primary care, same day care or integrated urgent care services
• Experience of leading, supervising or managing multidisciplinary teams in busy / NHS environment
• Proven track record of service delivery
• Demonstrable experience of people management skills (incl. leadership, decision making, delegation, negotiating, influencing and persuading skills) ensuring effective team working and quality at all times
• Experience working under pressure in fast moving environment and able to prioritise workload to meet predefined deadlines.
• Experience of supporting CQC inspections, regulatory compliance or quality assurance processes

• Proven track record of service development, transformation or pathway development programmes
• Experience of working within remote / telehealth services

Knowledge, Communications, Interpersonal and Personal Skills

• Proficient in using standard office software (e.g., Microsoft Office, email, databases)
• Demonstrates ability to lead, motivate, or supervise others. Supports performance management and contributes to team development.
• Flexible in approach to the needs of the service and responsive to change
• Understands and supports principles of equality, diversity, and inclusion in the workplace.
• Self-motivated, able to work independently, organising and prioritising own workload to changing and often tight deadlines
• Works effectively as part of a team, supports colleagues, and contributes to shared goals.
• Excellent verbal and written communication skills. Ability to work collaboratively, manage time effectively, and maintain professionalism.
• Ability to build effective working relationships, demonstrate professionalism, and maintain confidentiality. Shows initiative, reliability, and adaptability.
• Excellent liaison and negotiation skills.
• Willingness to work flexibly (including weekends) and travel to different locations as required by the service to meet the needs of the service.
• Pragmatic and sensitive approach to dealing with complaints or patient safety issues.

• Awareness of, or experience in using remote monitoring platforms

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

North Hampshire Urgent Care

Address

The Meads Business Centre

19 Kingsmead

Farnborough

GU14 7SR

United Kingdom

Employer's website

https://www.nhuc.co.uk/