Job summary The Operational Support Manager is a key role to work with the support of the Head of Operations to deliver the day to day management of the operations team and line management of designated individuals You will be responsible for the Patient Journey, how data monitoring will help aid continuous improvement for change. Teamwork, internally and externally is also key to the role. You will take the lead from the Head of Operations to ensure the Patient Journey runs seamlessly based on Patient demand; Urgent, non-urgent or care home. You will be responsible to aid operational delivery of the pathways. You will ensure compliance with national and service targets; ensure data is measured to develop services; planning to continuously improve the Patient journey; monitoring quality and how we can improve. You will be responsible to plan and deliver a first-class appointments service and administrative tasks service to GPs, health care professionals, patients, and their representatives. You will be responsible for the overall operational delivery of the Access element. You will be responsible to ensure we are working to workforce budgets and are pro-actively planning ahead and escalating to the Head of Operations when necessary. You will be responsible to ensure we have a retention and succession plans in place. You will be responsible to ensure the Managers and Team Leaders are leading the team and service. Main duties of the job Day to day oversight of operations in accordance with SHP Operating policies and procedures to ensure service standards and KPIs are met. Proactive review of KPI standards and implementation of plans to further improve the service whilst identifying best practice. Supervise staff ensuring all Access points are met with equity and monitor quality. Ensure that KPIs are met by providing support, coaching, training, and performance management to the operational staff. Data analysis work closely with our other Manager to identify trends and opportunities in call flows. Ensure rota is planned and disseminated 6 weeks in advance ensuring optimal level of cover in contact centre and at sites. Overseeing and developing SOPs in conjunction with governance and operations team. Responsible for the identification and implementation of contingency processes for the contact centre and testing of the processes. About us SHP are a Solihull based partnership looking after over 56,000 patients and operating out of 7 sites. This role provides an opportunity to join a large forward thinking organisation whose vision is to be the most respected Primary Care provider in the West Midlands. Through our centralised back-office functions, our systems are organised so we can concentrate on healthcare and not administration. Our practices place great value on teaching, training and mentorship within the team. SHP Vision Statement:To provide person-centred care at theheartof the community. Mission Statement: Solihull Healthcare Partnership aims to be the provider of choice in delivering holistic care to our neighbourhood. Honest - We practice and encourage open and honest communication, acting with integrity in all that we do. Excellence - We strive to achieve the highest standards in the care we deliver and enable our team to create an environment that encourages excellence. Accountable - We take personal and collective responsibility for our actions and the way we deliver care. Respectful - We engage with our team, our patients and our community with respect, providing kind and compassionate person-centred care. Transformational - We are committed to continually improving our standards, working with the community, being responsive and adapting to the changing needs of the neighbourhood Date posted 06 February 2025 Pay scheme Other Salary £41,320.50 to £44,401.50 a year Contract Permanent Working pattern Full-time, Flexible working Reference number A0040-25-0009 Job locations Shirley Medical Centre 8 Union Road Shirley Solihull West Midlands B90 3DT Job description Job responsibilities Coordinate and Integrate Care: Urgent and non-urgent and Care Home Develop an in depth knowledge of the local health and care infrastructure and encourage signposting. Enable patients to access support and services that are right for them. Work towards increasing patients understanding of how to manage and develop health and wellbeing through offering advice and guidance. Work with the wider PCN, MDTs, and the social prescribing service to look at how carers can support people. Review and update care and support plans at regular intervals. Regularly liaise with the range of multidisciplinary professionals and colleagues involved in the patients care, facilitating a coordinated approach, and ensuring everyone is kept up to date so that any issues or concerns can be appropriately addressed and supported. Actively participate in multidisciplinary team meetings in the PCN as and when appropriate. Identify when action or additional support is needed, alerting a named clinical contact in addition to relevant professionals, and highlighting any safety concerns. Please see attached Job Description Job description Job responsibilities Coordinate and Integrate Care: Urgent and non-urgent and Care Home Develop an in depth knowledge of the local health and care infrastructure and encourage signposting. Enable patients to access support and services that are right for them. Work towards increasing patients understanding of how to manage and develop health and wellbeing through offering advice and guidance. Work with the wider PCN, MDTs, and the social prescribing service to look at how carers can support people. Review and update care and support plans at regular intervals. Regularly liaise with the range of multidisciplinary professionals and colleagues involved in the patients care, facilitating a coordinated approach, and ensuring everyone is kept up to date so that any issues or concerns can be appropriately addressed and supported. Actively participate in multidisciplinary team meetings in the PCN as and when appropriate. Identify when action or additional support is needed, alerting a named clinical contact in addition to relevant professionals, and highlighting any safety concerns. Please see attached Job Description Person Specification Qualifications Essential Evidence of continuous professional development Desirable Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area. Knowledge and Skills Essential Excellent interpersonal and communication skills with a variety of media and all levels Excellent telephone manner with the ability to build rapport over the telephone Skills for communication on complex matters, requiring developed interpersonal and oral/written communication skills Ability to pull together comprehensive draft reports, data, and letters. Negotiating, networking and persuasive skills Highly competent at using initiative to solve day to day problems in a calm and professional manner Problem solving skills and ability to respond to sudden unexpected demands Excellent time management skills with the ability to continuously prioritise. Ability to work under significant pressure Ability to coordinate multiple areas of work ensuring alignment of priorities and effective communication Skills for managing aspects of projects ensuring they meet set deadlines and targets Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales Other Requirements Essential Flexibility to meet the needs of the business Able to travel to all SHP sites Full driving license and own car DBS required Experience Essential A minimum of 2 years operational management experience in an NHS/private healthcare setting Customer service or call centre experience or equivalent work experience Significant experience of managing teams and line management Experience in service redesign and project management Experience of presenting complex data/information to staff at all levels and persuading people to make changes based on this information Understanding of the role of NHS bodies such as ICBs, Acute providers, CQC, Monitor, NHS England and NHS Improvement Experience of developing policies, pathways, and standard operating procedures Experience and understanding of governance systems and processes including CQC compliance MS Word/Outlook/Excel, EMIS and DOCMAN and other software packages Excellent organisational skills Ability to produce error free and well-presented reports demonstrating a high level of accuracy Tactful and diplomatic Person Specification Qualifications Essential Evidence of continuous professional development Desirable Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area. Knowledge and Skills Essential Excellent interpersonal and communication skills with a variety of media and all levels Excellent telephone manner with the ability to build rapport over the telephone Skills for communication on complex matters, requiring developed interpersonal and oral/written communication skills Ability to pull together comprehensive draft reports, data, and letters. Negotiating, networking and persuasive skills Highly competent at using initiative to solve day to day problems in a calm and professional manner Problem solving skills and ability to respond to sudden unexpected demands Excellent time management skills with the ability to continuously prioritise. Ability to work under significant pressure Ability to coordinate multiple areas of work ensuring alignment of priorities and effective communication Skills for managing aspects of projects ensuring they meet set deadlines and targets Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales Other Requirements Essential Flexibility to meet the needs of the business Able to travel to all SHP sites Full driving license and own car DBS required Experience Essential A minimum of 2 years operational management experience in an NHS/private healthcare setting Customer service or call centre experience or equivalent work experience Significant experience of managing teams and line management Experience in service redesign and project management Experience of presenting complex data/information to staff at all levels and persuading people to make changes based on this information Understanding of the role of NHS bodies such as ICBs, Acute providers, CQC, Monitor, NHS England and NHS Improvement Experience of developing policies, pathways, and standard operating procedures Experience and understanding of governance systems and processes including CQC compliance MS Word/Outlook/Excel, EMIS and DOCMAN and other software packages Excellent organisational skills Ability to produce error free and well-presented reports demonstrating a high level of accuracy Tactful and diplomatic 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 Solihull Healthcare Partnership Address Shirley Medical Centre 8 Union Road Shirley Solihull West Midlands B90 3DT Employer's website https://solihullhealthcarepartnership.nhs.uk/ (Opens in a new tab)