Health Services Manager

We consider all types of flexibility, including locations, hours and working patterns.

We make health happen

As an employee at Bupa our patients will be your top priority. With no shareholders, we reinvest our profits back into our business to give you the extra time and technology you need to make a difference to our patients each and everyday.

As a Health Services Manager with Bupa Clinics, you'll be able to use your training and education to support our customers by providing education on how to Live Longer, Healthier, Happier Lives. Our customers are your priority and you'll spend the majority of your time with them doing what you do best and what you trained for.

You'll help us make health happen by:

• Proactively dealing with and supporting the Centre Manager with issues which arise in the centre, be that to do with the environment or the customer experience



• Acting as a customer champion and working with the Centre Manager using customer satisfaction measures such as Net Promoter Score, complaints, incidents and immediate customer feedback to drive continuous improvement to service delivery and complete root cause analysis to enable proactive remedial actions



• Working with the Centre Manager in delivering local Marketing plans and ensure delivery of initiatives and actions.



• Creating a culture where the customer needs are the focus and continuously working towards improving the customer journey including the look and feel of the centre.



• Demonstrating any role model appropriate behaviours with internal and external customers



• Supporting the collection of the right management information and interpretation of the data using the expertise of the clinical team around you



• Sharing best practice approaches to customer service with your peer group across Bupa Clinics


Quality


• Supporting the Centre Manager to maintain the legal and statutory obligations.



• Ensuring compliance by your team with all policies, procedures and protocols issued by Bupa


Health Clinics


• Ensuring that clinical governance processes are in place as required by Bupa Clinical Governance policy.



• Ensuring your team complies with internal and external standards and passes any internal and


external inspections including Bupa Health Clinics First Line Audits, ISO compliance audits


• Complying with the Bupa Health Clinics quality management system in respect of control of


document distribution


• Working closely with your clinical teams to ensure compliance with clinical governance requirements such as appraisals, incident reporting/investigating/managing, infection control and safeguarding policies.


Financial


• Understanding the centre finances so you can support the Centre Manager to respond quickly to


changes within the external environment which impact on the centre's profitability.


• Measuring financial performance and understanding any variation



• Taking ownership on capacity management and come up with innovative solutions to maximise


capacity and seek opportunities for getting increased revenue into the centre


• Understanding and tracking all costs and seek to continuously look to reduce operating costs


People


• Working within a structured performance management framework, ensuring all coaching leads to


SMART actions, identifying inappropriate behaviours and setting actions accordingly.


• Developing clear communication strategies to ensure your team is up to date with all business


updates and changes in conjunction with the Centre Manager


• Engaging and motivating your team through one to ones, daily briefings and visual board meetings



• Operating within a culture of open and honest communication and regularly seeking feedback from your team.



• Being the role model for appropriate management and leadership practices and ensuring all direct


reports within your centre understand their role and responsibilities.


• Managing your resource in line with the annual operating plan (AOP), flexing to accommodate both current and future demand, and ensuring contingency cover.



• Taking a proactive approach to skill mix initiatives working towards a one stop resolution incorporating all service lines



• Ensuring team are equipped and trained for the role



• Understanding the drivers of employee satisfaction within your team using eNPS and feeding actions into the centre action plan to improve satisfaction



• Managing the performance of all employees within your team by ensuring that appropriate


objectives are set, appropriate behaviours are discussed and training and career development

plans are in place.


• Taking immediate action when attrition of absence issues impact on your ability to deliver on


customer and financial KPI


• Recognising those individuals who go the extra mile for our customers through the everyday hero


scheme and supporting employees with business improvement ideas and where appropriate rewarding locally or recommend for wider Bupa recognition schemes.


• Educated to degree level or equivalent.



• Experienced people manager including evidence of ability to engage and motivate people.



• Excellent interpersonal skills and ability to communicate with employees, internal colleagues and


external customers.


• IT skills including proficient on Microsoft Office systems.



• Previous experience in a customer service environment and understanding of drivers of customer


service excellence.


• Experience in health and care and/or wellbeing industry



• Organisation and time management skills.



• Good presentation skills
  
  We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.


We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell



• Enhanced pension and life insurance



• Support with travel costs via a season ticket loan or cycle2work



• Discounted access to online gym sessions



• Annual performance-based bonus



• Bupa health insurance as a benefit in kind



• Option to join dental insurance scheme at a discounted rate



• Access to our Digital GP platform on you mobile



• Emotional wellbeing support



• Access to family mental health line



• Financial wellbeing channels



• Support for carers