NEMS have an exciting opportunity for a successful candidate to join the Operations Team!
The Operational Service Manager is a key member of staff whose role is to ensure the operational effectiveness of the following services:
1. Out of hours services in Nottingham and Mid-Nottingham (4 locations)
2. Clinical Hub
3. Primary Care Services in Emergency Department (2 Locations)
4. NEMS Pathways Clinical Navigator
5. Community Pathfinder/Home Intervention
Main duties of the job
Main Elements of the Role Include:
1. Service Performance and Delivery
2. Organisational Management
3. Staff Management and Performance
4. Strategic Activities
5. Patient and Customer Experience
6. Service Finances
7. Inform Service Improvement and Manage System changes
8. OOH On-call responsibility
About us
NEMS CBS is a high quality, high performing; not-for-profit organisation which delivers integrated urgent care and urgent primary care services to over 1 million patients. Responsive, adaptable and continually evolving, we have a reputation for delivering locally-tailored, safe, effective and cost efficient services with high levels of patient satisfaction.
We are committed to investing in our people and have an established programme of learning and development, successfully developing our own Urgent Care Practitioners and Advanced Clinical Practitioners.
NEMS currently operates 3 main services: (1) Integrated Urgent Care across Nottinghamshire serving a patient population of over 1 million, including home visiting, remote consultation and clinical assessment services; (2) Urgent Primary care provision located within the A&E Department at QMC, (3) A 24-hour walk-in urgent primary care service adjacent to Kings Mill Hospital A&E, Mansfield.
NEMS is committed to the NHS Values (as set out in the NHS Constitution March 2015).
NEMS CBS is a registered society under the Co-operative and Community Benefit Societies Act 2014.
Job responsibilities
Main Duties of The Job:
Organisational Management
* To assist the Operations Delivery Manager to plan, co-ordinate and monitor staff activities to enable a professional, high quality, thoughtful and courteous service to be offered to patients.
* Ensure operational service readiness on a daily basis and all systems are working effectively and efficiently.
* To ensure ongoing compliance with all Quality Requirements and targets set by commissioners.
* To ensure ongoing compliance with all CQC requirements.
* Work with Operations Delivery Manager, Operations Facilitator/Trainers to plan, coordinate and provide workforce rotas, making sure there is adequate cover for absence.
* Develop effective communication channels and ensure the dissemination of all training and information to the operational team.
* Assist the Operations Delivery Manager in the investigation and management of complaints, significant events and feedback about NEMS operational services and staff.
* Support the management of all patient and organisational information to ensure compliance with NEMS Information Governance Policies.
* Support Joint Service Review and Annual Contract Review processes by ensuring the contractual responsibilities are met in relation to activity and performance monitoring and/or key performance indicators as required.
* The post holder will be required to contribute to the on-call manager rota for NEMS CBS.
Senior Management
* To deputise for the Operations Delivery Manager when necessary.
* To provide senior management support to other members of the Operational Management Team and provide assistance with specific projects as required.
* To assist and, where appropriate, lead operational projects, providing regular update reports on the progress of work.
* To be responsible for the preparation of strategic service improvement and development plans for NEMS services.
* Liaise with Operations Delivery Manager, to ensure that key performance targets and access targets are delivered and action plans developed.
* To contribute to service redesign and other service improvement within service areas.
* Provide coaching and mentoring to other members of the Operational Management Team.
* To assist the Operations Delivery Manager in implementing the operational strategy for NEMS.
* Liaising with other members of the senior management team and NEMS executive.
Staff Management
* Liaise with HR Department on recruitment, supervision, training, performance and welfare issues.
* Manage and administrate the personal development review process for Training Facilitator, Shift Leaders, Call Handlers/Co-ordinators and Receptionists.
* Liaise with NEMS Health and Safety Officer on H&S issues.
* Monitor compliance with Commissioners requirements for contractual performance.
* Work with members of the NEMS management team to monitor and manage individual performance of Operational and Clinical staff members.
* Facilitate collaborative and multi-disciplinary team working and motivate staff.
* Act as reference point for operational staff on all aspects of employment law, pensions, Data Protection and health and safety at work.
* Plan, develop and monitor the delivery and effectiveness of induction and training provided to operational staff.
* Ensure operational staff are aware of staff handbook and HR policies and procedures.
Strategic Activities and Service Improvement
* Manage the Operational Services in line with the aims and objectives agreed with the Operations Delivery Manager and NEMS CBS Management Team.
* Initiate and participate in development of new policies and procedures within the organisation.
* Acts as the focal point for communication liaising with the Operations Delivery Manager, NEMS CBS management team and operational team members.
* Make recommendations on simplifying and speeding up processes for accepting patients, documenting care and capturing key data.
* Initiate and recommend improvements in the design of any information system NEMS CBS is required to use to deliver services.
* Establish potential to re-design call handling in relation to all NEMS CBS services.
* In conjunction with the Training Team, set the standards for staff skills in delivering efficient services competently.
* Establish training requirements and standards in relation to all call handling.
* Support the Operations Delivery Manager in the planning and implementation of any changes agreed with NEMS CBS Board and commissioners.
* Confidentiality - In the course of seeking treatment, patients entrust us with sensitive information. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
* In conjunction with the trainer facilitator, develop staff skills in delivering efficient services competently.
* Plan, develop and implement systems to ensure adequate provision of service to patients.
* Deal with patient enquiries and complaints and promote patient satisfaction in line with NEMS policies and procedures.
Services Finances
Liaise with Finance Department to ensure appropriate information is in place to administer staff payroll, NI contributions and pension scheme.
Person Specification
Experience
* Previous experience in a line management role; able to motivate a team and deliver expected outcomes.
* Experienced in operational leadership roles with a strong track record of delivery in care related services.
* Experience in the management and delivery of organisational change programmes to achieve service improvements.
* Coaching and mentoring subordinates.
* Operational service management, decision-making, planning, co-ordinating, facilitating, monitoring, and evaluating skills at a mid-management level.
* Delivering service in accordance with contractual Key Performance Indicators (KPIs).
* Experience of managing conflict and achieving resolution.
* Ability to develop and deliver training to individuals and small groups.
* Ability to identify training needs and set standards for training.
* Confidence in giving presentations to groups of staff.
Qualifications
* Over 3 years management experience with specific responsibilities for people, resources and recruitment.
* An ability to communicate effectively and work comfortably with staff at all levels.
* Willingness to learn to use any computer systems that NEMS requires in its new services.
* Ability to communicate effectively with NEMS customers and provider partners.
* Ability to design and ensure delivery of training to assist with the embedding of CQC essential standards within NEMS CBS.
* Experience of working within the NHS.
* Experience in dealing with customer complaints and sales/marketing.
Driving Licence
* Full driving licence and the ability to travel between locations.
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 to check for any previous criminal convictions.
£36,925 to £44,310 a year Depending on Experience
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