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.
* 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.
* To assist and, where appropriate, lead operational projects.
* 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.
* To contribute to service redesign and other service improvement.
* 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.
Staff Management
* Liaise with HR Department on recruitment, supervision, training, performance and welfare issues.
* Manage and administrate the personal development review process.
* 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.
* Plan, develop and monitor the delivery and effectiveness of induction and training provided to operational staff.
Strategic Activities and Service Improvement
* Manage the Operational Services in line with the aims and objectives agreed with the Operations Delivery Manager.
* Initiate and participate in development of new policies and procedures.
* Acts as the focal point for communication liaising with the Operations Delivery Manager.
* Make recommendations on simplifying and speeding up processes.
* Initiate and recommend improvements in the design of any information system.
* Establish potential to re-design call handling.
* In conjunction with the Training Team, set the standards for staff skills.
* Establish training requirements and standards.
* Support the Operations Delivery Manager in the planning and implementation of any changes.
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.
* Experienced in operational leadership roles.
* Experience in the management and delivery of organisational change programmes.
* Coaching and mentoring subordinates.
* Operational service management skills.
* Delivering service in accordance with contractual Key Performance Indicators (KPIs).
* Experience of managing conflict and achieving resolution.
* Ability to develop and deliver training.
* Confidence in giving presentations.
Qualifications
* Over 3 years management experience.
* An ability to communicate effectively with staff at all levels.
* Willingness to learn to use any computer systems that NEMS requires.
* Ability to communicate effectively with NEMS customers.
* Ability to identify training needs and set standards for training.
* Experience of working within the NHS.
* Experience in dealing with customer complaints.
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 (formerly known as CRB).
£36,925 to £44,310 a year Depending on Experience
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