Operations Manager

Job description

Job responsibilities

Integrated Urgent Treatment Centre Operations Manager

Employed by: Stellar Healthcare Ltd (but working as part of a provider collaborative who will be delivering the IUTC)

Band 7 depending on experience.

Location: Princess Alexandra Hospital IUTC

Hours: 22.5 (0.6 WTE) The service runs from 8am 10pm (Monday- Sunday) so you will be working 22.5 hours with the working pattern to be negotiated but to include one weekend day every week.

Overview

This is an exciting opportunity to be part of a dynamic, progressive team running the Integrated Urgent Treatment Centre (IUTC).

As lead provider, Stellar Healthcare alongside Stort Valley Healthcare will be working in collaboration with our colleagues at Princess Alexandra Hospital, EPUT, HCT and HUC to run the IUTC. We are seeking to employ an ambitious, motivated, forward-thinking individual to take an active role in managing and developing our new Integrated Urgent Treatment Centre (IUTC).

This exciting new role is integral to the successful delivery of the IUTC, a ground-breaking collaboration between PAH and community providers in Herts and West Essex. The service will support the NHS long term ambition of preventing unnecessary hospital admissions and ensuring delivery of care by the right person, in the right place at the right time.

If you have the desire to work within a service that will deliver high quality urgent and responsive care to patients and have the skills and specialist knowledge required to support the service to deliver expert patient care come, then come join our team.

About the IUTC

The Integrated Urgent Treatment Centre is an essential service helping to ease pressure on ED and deliver rapid, appropriate care to patients at their time of need. The service will be led by a GP Consultant supported by Allied Health Professionals

Patients will either be seen by a clinician or may be sent off-site for care where appropriate, for example, directed to a local pharmacist or local GP HUB. This ensures that patients with more severe symptoms are seen more quickly, diagnosed, treated and discharged or if necessary, referred to a speciality.

Job summary

The post holder will be delivering the daily operational business of the IUTC as well as supporting the development of the vision for the newly integrated service.

The post holder will have authority on behalf of the service to resolve day-to-day management issues, ensuring they are of a consistently high quality and deliver excellent patient experience. This will involve helping the clinical teams to resolve their operational issues ranging from basic administration problems to more complex issues requiring the support and agreement of large teams of people. Therefore, the post holder must be able to identify pressures and make recommendations on the corrective action required.

The Operations Manager will be responsible for day-to-day non-clinical governance and for managing and directing sub-contractors.

You will also attend Monthly Urgent Care Programme Board meetings, and system meetings led by PAH to achieve optimum urgent care flow.

Key Responsibilities:

To provide timely, effective, proactive operational management support to the Integrated Urgent Treatment Centre.

Function as a key member of the IUTCs management team, taking full responsibility for actions and for keeping other team members fully informed at all times.

Work alongside the other leaders, especially the GP Consultant, in ensuring that all performance and quality targets are achieved.

Developing and implementing lasting solutions to challenges in conjunction with clinical and managerial colleagues.

Provide professional, general and operational management support to the IUTC, working in partnership with the GP Consultant and others to deliver a high quality and a responsive service.

Provide knowledgeable credible operational support to the wider Emergency Department (ED), ensuring that the flow of patients through the system is managed, safe and supports a good patient experience.

Take a lead role in developing and sustaining the relationship between other specialties, and in particular the Emergency Department to establish excellent relationships, strong interface pathways and clear mechanisms for escalation of problems and performance tracking.

To take a lead in developing IT solutions for the IUTC, as well as managing the day to day queries such as IT access and recording.

Staffing:

To support the IUTC by providing robust rota management for the team, providing electronic timetable rosters in a timely manner and informing the relevant personnel of any changes.

To ensure that robust sickness management for Staff in the department is undertaken in accordance with policies.

To oversee the Mandatory Training compliance of all Staff in IUTC and to develop early warning systems to ensure that doctors are aware of dates when their mandatory training expires. To escalate concerns regarding non engagement in a timely fashion.

To organise and arrange appropriate and cost-effective locum cover for the GP Consultant and other staff, in accordance with guidelines and adhering to local and national good practice.

Planning:

To provide direct support to the service planning process within the IUTC and assist in the preparation of service developments and business cases.

Be responsible for using and developing performance management tools, to understand where services are varying from agreed national and local targets and identify where corrective action is required.

In collaboration with wider partners, be responsible for the development and implementation of local plans to ensure access targets are met.

To ensure that service needs are understood and met and be independent and flexible in the approach to the development of solutions, that should be tailored to the needs of the service.

Commissioning:

To work with the Lead Provider to identify future commissioning requirements, using demand management and access information. Prepare and present to the senior leadership team appropriate amounts of background work and research to support them to produce business cases to support future commissioning requirements.

Be responsible for reporting, monitoring and identifying the risks associated with activity levels varying from plan, and to take the necessary action to remove these risks.

To respond to ad hoc information requests from Commissioners, when required.

To ensure that all clinical areas are aware of activity not included within the contract baseline and ensure that the correct systems and processes are in place to recover income for excluded procedures.

Information:

To interpret and manipulate information on all aspects of the IUTCs activity and performance, to support operational and strategic decision making.

To prepare reports as necessary for the senior leadership team to present at appropriate forums, working closely with wider teams.

Work across the collaborative partnership to implement the necessary processes to ensure that data is robust and timely (e.g. validation and exception reporting) implementing change where appropriate.

Be responsible for cascading data quality issues to Clinical Areas and relevant system users to ensure that accurate information is recorded to achieve all access issues.

Finance:

To support and work with the Finance Managers in reviewing and agreeing budgets.

To liaise with and support the Finance Manager in highlighting any risks that may result in an adverse financial variance.

To review monthly budgets and deal with any budget queries.

To work closely with Finance Manager when developing the costing models used within the development of business cases, that require additional resources, and identifying additional income or sources of funding.

Staff Management:

Directly line manage staff within the IUTC.

Ensure compliance with all CQC core standards.

Respond to complaints, drafting the response and producing the action plan and ensuring that any learning or corrective action is put in place, in a timely manner.

Assist with the investigation of delegated incidents producing any related reports and action plans.

Ensure staff within remit of responsibility has undertaken necessary staff mandatory training.

Other:

The post holder will be expected to have a good level of skills in using computers and have a working knowledge and skill in analysing and interpreting data with the ability to present complex information.

This post will require a high level of attention to detail and as such the post holder will be expected to attend multiple meetings, manage complex situations and maintain high levels of concentration in undertaking analysis, report writing and dealing with clinical leaders and executives.

This post will require a high level of mental effort. To contribute to the investigation of formal complaints. Ensuring that appropriate and timely response are given and that trends are identified and remedial action taken.

The holder will comply with all confidentiality requirements.

From time to time, you will be asked to perform other duties, outside of this job description.

Person Specification

Skills and Ability

• Evidence of delivering excellent standards of patient care.
• Ability to make independent decisions when appropriate.
• Good communication and influencing skills including the ability to establish and maintain positive working relationships with colleagues at all levels of the organisation.
• Excellent verbal and written communication skills.
• Good presentation skills making use of
• Software packages and an ability to meet the needs of recipients with different levels of understanding
• Operational/organizational skills and ability to prioritise work under pressure.
• Ability to understand complex issues, problem solve and propose solutions.
• Ability to work in a competitive market.
• Ability to remain calm in a fast-paced environment.
• Staff management experience.
• A good understanding of clinical governance, risk management and health and safety principles.
• Clear understanding of the NHS agenda.
• A commitment to improving patient services through an ability to sustain a clear performance focus on achieving demanding goals.

Qualifications

• Educated to degree level or equivalent (E).

• Registration with a relevant clinical body such as NMC, HCPC

Experience

• Post graduate management experience or equivalent.
• Knowledge obtained through a combination of continuous professional development & training courses (E).
• Considerable experience or knowledge and experience of budgetary management including sound working practices.
• Knowledge of revenue expenditure, budgets, capital, including forecasting trends (E).
• Experience of developing service opportunities, through business planning, monitoring, and leading the implementation of successful change management processes (E).
• Evidence of success in the management
• of a multidisciplinary environment (E).
• Evidence of significant achievement and personal contribution to organization success (E).
• Experience of working with multi-disciplinary teams
• Sound knowledge of the NHS complaints process
• Knowledge and experience of reporting requirements within healthcare.

• Experience of developing patient pathways
• Experience of SystmOne
• An understanding of ECDS
• Experience of working in an acute area (eg. ED)

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

Stellar Healthcare LTD

Address

Integrated Urgent Treatment Centre

Princess Alexandra Hospital

Hamstel Road

Harlow

Essex

CM20 1QX

United Kingdom

Employer's website

http://www.stellarhealthcare.net