Job summary e are seeking a highly motivated, forward-thinking Elective and Cancer Co-ordination Centre Manager to join the team at Staffordshire & Stoke-on-Trent ICB. The post is office-based. You will be working as part of the Elective and Cancer Co-ordination team, with oversight for robust and timely referral processes for a range of services across NHS and independent sector providers. The ideal candidate will have strong HR and management experience and be highly competent in the use of several information systems such as e-RS, ICE and Excel. You will be expected to manage your own workload whilst managing, monitoring and delegating the activities of the Elective and Cancer Co-ordination Team. Able to collate and analyse data, you will contribute towards service reviews and the re-design of clinical pathways in addition to leading on service development within the Elective and Cancer Co-ordination team. If you have a strong background in administration and you're looking for a new challenge, we'd love to hear from you Main duties of the job Line management and day-to-day supervision of the Elective and Cancer Co-ordination Team to include recruitment and induction of new staff, appraisals, allocation of workload across the team and capacity planning during periods of planned leave, sickness or absence To work collaboratively with referrers, secondary care, independent sector providers and ICB colleagues to ensure appropriate management of patient information and coordination of patient pathways Ensure that all data/ referrals are accurately processed in a timely way and any issues affecting performance are managed/ escalated as appropriate. Create databases and support the implementation of new electronic / clinical systems Ensure that all information dealt with while performing your duties is managed confidentiality and securely in accordance with the requirements of the Data Protection Act 1998 and adhere to the principles of Caldicott. Collate and analyse data, investigate service issues and research current policy, contributing to service reviews and supporting the development of project plans and processes, specifically for pathway improvement projects. About us The Staffordshire and Stoke-on-Trent NHS Integrated Care Board (ICB) is responsible for planning functions; managing the NHS budget and arranging the provision of health services in the geographical area. Location Stoke-on-Trent New starters are expected to collect IT equipment, from offices in Stoke-on-Trent, and if based at home are required to have appropriate desk/chair/ relevant equipment in compliance with DSE regulations Posts at Band 8c and above, will take part in the On-call rota, flexible over 7 days, supporting the System Control Centre, with full training provided. Unconscious Bias/Invisible Disability Training and Equality Induction are mandatory. Interviews may take place via MS Teams or in person We promote a compassionate and inclusive environment and welcome applications from a diverse pool of talent and backgrounds. All individuals are valued and given every opportunity to succeed based on merit. The ICB embrace the principles of Equality, Diversity and Inclusion and encourages applications from all individuals regardless of their age, disability, gender re-assignment, marital or civil partnership, pregnancy or maternity, race, religion and belief, sex or sexual orientation. It's important that our workforce reflects the diversity of communities as much as possible. Date posted 14 February 2025 Pay scheme Agenda for change Band Band 5 Salary £29,970 to £36,483 a year per annum Contract Permanent Working pattern Full-time Reference number 066-ICB-7015023 Job locations Smithfield One Hanley, Stoke-on-Trent ST1 3RD Job description Job responsibilities Delivering a Quality Service The post holder will: Provide operational management support for referral processes, which the ICB host, on behalf of local clinical services. This team contributes to overall wait time standards and ensures appropriate application of patient choice. Produce reports re the volume of referrals managed by the team and identifying capacity needs to meet demand. Monitor and manage team performance, ensuring referrals are processed in a timely way and any issues affecting performance are managed/ escalated as appropriate. Support senior leaders in the development of project plans and processes, specifically for pathway improvement projects. Contribute to service reviews collating and analysing data, investigating service issues and researching current policy Create databases to collect and monitor information to assist with the collection and provision of statistical data as required and the ability to extract, manipulate, analyse complex data sets and communicate them in an easy-to-understand manner Ensure that systematic reviews of team internal policies, standard operating procedures, protocols are carried out in line with ICB guidelines. Ensuring, where necessary, risk assessments, data privacy impact assessments are completed. Support the development of new policies where required Support the implementation of new electronic / clinical systems[NB1] Where requested, support the effective management of provider waiting lists to deliver national waiting time targets, overseeing the transfer of patients from waiting lists to alternative providers and securing additional capacity accordingly It is essential that the post holder exercises initiative and judgement using acquired skills and knowledge, always maintaining confidentiality and be an empathic and sensitive point of contact, particularly for complaints related to referral management/ call handling carried out by the team. To ensure that all data is accurately processed and entered on the appropriate database / system and adhere to the General Data Protection Regulation (GDPR) Ability to problem solve and provide alternative solutions and recognise situations that should be referred onto the line manager and in such cases, to take prompt and appropriate action Relationship and Communication and Skills Contribute to relationship management across providers as part of day-to-day activity and broader partnership working. Develop productive working relationships and joint approaches with others to ensure the achievement of mutual key performance indicators and NHSE targets. To work collaboratively with referrers, secondary care, independent sector providers and ICB colleagues to ensure appropriate management of patient information and coordination of patient pathways To communicate and exchange complex confidential, contentious, or sensitive patient information on a regular basis with key partners verbally or by email and relaying these with emotional intelligence Be sensitive to the requirements of patients when communicating by telephone, email or face to face, including dealing with difficult /sensitive situations. To liaise with patients whose first language is not English, may experience hearing difficulties or other communication barriers. To use a range of communication skills to negotiate project delivery and deal directly with queries which require persuasive skills where agreement or co-operation is necessary. Teamwork Work as an effective and responsible team leader, supporting others, building teamwork by exchanging views, ideas and communicating effectively, to develop new ways of working and ensuring effective service delivery Prioritise own workload and utilise effective time-management strategies to manage competing priorities and achieve deadlines Take responsibility to ensure that necessary equipment/physical resources are available to the team and managed safely. During periods of leave, support the team to make onward patient referrals, this will require use of e-RS and making calls to patients Develop competency checklists for new starters and an induction programme Supervise and develop temporary members of staff and ensure compliance to agreed work plans and individual objectives. This will include: o Contribute to the recruitment and selection of any staff o Line management of identified team members. o Monitor sickness & absence of staff and to conduct return to work conversations in line with Trust Policy and all other HR policies o Monitor staff compliance with mandatory training and take necessary action for those not compliant o Agree and set daily tasks. o Identify and address staff training and development needs required to achieve agreed outcomes. Improving Quality and Outcomes for Patients To manage and maintain credibility with all key partners across the integrated care system, fostering a culture of collaboration for the benefit of all patients To establish and maintain robust and systematic governance arrangements To analyse data and act upon the findings to improve quality and outcomes for patients, where there is more than one solution. Job description Job responsibilities Delivering a Quality Service The post holder will: Provide operational management support for referral processes, which the ICB host, on behalf of local clinical services. This team contributes to overall wait time standards and ensures appropriate application of patient choice. Produce reports re the volume of referrals managed by the team and identifying capacity needs to meet demand. Monitor and manage team performance, ensuring referrals are processed in a timely way and any issues affecting performance are managed/ escalated as appropriate. Support senior leaders in the development of project plans and processes, specifically for pathway improvement projects. Contribute to service reviews collating and analysing data, investigating service issues and researching current policy Create databases to collect and monitor information to assist with the collection and provision of statistical data as required and the ability to extract, manipulate, analyse complex data sets and communicate them in an easy-to-understand manner Ensure that systematic reviews of team internal policies, standard operating procedures, protocols are carried out in line with ICB guidelines. Ensuring, where necessary, risk assessments, data privacy impact assessments are completed. Support the development of new policies where required Support the implementation of new electronic / clinical systems[NB1] Where requested, support the effective management of provider waiting lists to deliver national waiting time targets, overseeing the transfer of patients from waiting lists to alternative providers and securing additional capacity accordingly It is essential that the post holder exercises initiative and judgement using acquired skills and knowledge, always maintaining confidentiality and be an empathic and sensitive point of contact, particularly for complaints related to referral management/ call handling carried out by the team. To ensure that all data is accurately processed and entered on the appropriate database / system and adhere to the General Data Protection Regulation (GDPR) Ability to problem solve and provide alternative solutions and recognise situations that should be referred onto the line manager and in such cases, to take prompt and appropriate action Relationship and Communication and Skills Contribute to relationship management across providers as part of day-to-day activity and broader partnership working. Develop productive working relationships and joint approaches with others to ensure the achievement of mutual key performance indicators and NHSE targets. To work collaboratively with referrers, secondary care, independent sector providers and ICB colleagues to ensure appropriate management of patient information and coordination of patient pathways To communicate and exchange complex confidential, contentious, or sensitive patient information on a regular basis with key partners verbally or by email and relaying these with emotional intelligence Be sensitive to the requirements of patients when communicating by telephone, email or face to face, including dealing with difficult /sensitive situations. To liaise with patients whose first language is not English, may experience hearing difficulties or other communication barriers. To use a range of communication skills to negotiate project delivery and deal directly with queries which require persuasive skills where agreement or co-operation is necessary. Teamwork Work as an effective and responsible team leader, supporting others, building teamwork by exchanging views, ideas and communicating effectively, to develop new ways of working and ensuring effective service delivery Prioritise own workload and utilise effective time-management strategies to manage competing priorities and achieve deadlines Take responsibility to ensure that necessary equipment/physical resources are available to the team and managed safely. During periods of leave, support the team to make onward patient referrals, this will require use of e-RS and making calls to patients Develop competency checklists for new starters and an induction programme Supervise and develop temporary members of staff and ensure compliance to agreed work plans and individual objectives. This will include: o Contribute to the recruitment and selection of any staff o Line management of identified team members. o Monitor sickness & absence of staff and to conduct return to work conversations in line with Trust Policy and all other HR policies o Monitor staff compliance with mandatory training and take necessary action for those not compliant o Agree and set daily tasks. o Identify and address staff training and development needs required to achieve agreed outcomes. Improving Quality and Outcomes for Patients To manage and maintain credibility with all key partners across the integrated care system, fostering a culture of collaboration for the benefit of all patients To establish and maintain robust and systematic governance arrangements To analyse data and act upon the findings to improve quality and outcomes for patients, where there is more than one solution. Person Specification Qualifications Essential Educated to degree level or equivalent experience in a health care or an administrative environment. Desirable People management skills gained by education or relevant experience. xtensive specific administrative medical specialty knowledge gained by education or relevant experience. Experience Essential Experience of working in a professional environment in an administrative/supervisory role that requires accurate data input, preferably within a healthcare setting. Working knowledge of e-RS and proficient in Excel / data analysis. Desirable Experience or knowledge of referral pathways, RTT guidance, project management methodologies Office management / team leader experience Skills, Knowledge & Competencies Essential Ability to support, lead and manage a staff team. Excellent communication skills. Ability to deal with sensitive situations and information and take appropriate decisions Strong working knowledge of & proficient with Microsoft Office suite with comprehensive experience in using Excel (filters, sorting and pivot tables) and able to analyse referral data and use of Word. Experience of service planning and/or development with a proven track record of problem solving. Experience of planning and organising own work effectively and ability to work under own initiative to achieve own and teams' objectives and deadlines. Previous experience of complying with patient confidentiality and Data Protection requirements. Previous experience of patient administration systems and/or appointment booking systems Desirable Knowledge of RTT guidance and Patient Choice legislation Project management methodologies Team leader experience Knowledge of cancer pathways and national targets Personal Qualities Essential Able to communicate effectively to ensure high standards of care, treatment, service and support, whether face to face or on the phone, with a diverse range of people in a range of scenarios. Good listening skills with an ability to maintain focus during busy periods Treat patients, visitors, colleagues with respect, can understand an individual's communication, physical & emotional needs and recognising their needs and preferences, supporting and promoting equality and diversity. Proven record of good timekeeping and attendance and can demonstrate passion for excellence and takes a pride in their work. Willing and able to take personal responsibility, whilst also seeking opportunity to improve the service. Good organisational skills and ability to multitask and good time management skills. Ability to deal with stressful situations and sensitive issues. Person Specification Qualifications Essential Educated to degree level or equivalent experience in a health care or an administrative environment. Desirable People management skills gained by education or relevant experience. xtensive specific administrative medical specialty knowledge gained by education or relevant experience. Experience Essential Experience of working in a professional environment in an administrative/supervisory role that requires accurate data input, preferably within a healthcare setting. Working knowledge of e-RS and proficient in Excel / data analysis. Desirable Experience or knowledge of referral pathways, RTT guidance, project management methodologies Office management / team leader experience Skills, Knowledge & Competencies Essential Ability to support, lead and manage a staff team. Excellent communication skills. Ability to deal with sensitive situations and information and take appropriate decisions Strong working knowledge of & proficient with Microsoft Office suite with comprehensive experience in using Excel (filters, sorting and pivot tables) and able to analyse referral data and use of Word. Experience of service planning and/or development with a proven track record of problem solving. Experience of planning and organising own work effectively and ability to work under own initiative to achieve own and teams' objectives and deadlines. Previous experience of complying with patient confidentiality and Data Protection requirements. Previous experience of patient administration systems and/or appointment booking systems Desirable Knowledge of RTT guidance and Patient Choice legislation Project management methodologies Team leader experience Knowledge of cancer pathways and national targets Personal Qualities Essential Able to communicate effectively to ensure high standards of care, treatment, service and support, whether face to face or on the phone, with a diverse range of people in a range of scenarios. Good listening skills with an ability to maintain focus during busy periods Treat patients, visitors, colleagues with respect, can understand an individual's communication, physical & emotional needs and recognising their needs and preferences, supporting and promoting equality and diversity. Proven record of good timekeeping and attendance and can demonstrate passion for excellence and takes a pride in their work. Willing and able to take personal responsibility, whilst also seeking opportunity to improve the service. Good organisational skills and ability to multitask and good time management skills. Ability to deal with stressful situations and sensitive issues. 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 NHS Staffordshire & Stoke On Trent Integrated Care Board Address Smithfield One Hanley, Stoke-on-Trent ST1 3RD Employer's website https://www.staffsstoke.icb.nhs.uk (Opens in a new tab)