Operations Service Manager

The Operational Service Manager is akey member of staff whose role is to ensure the operational effectiveness ofthe following services,

• 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 on going compliance with all Quality Requirements and targets set by commissioners.
• To ensure on going compliance with all CQC requirements.
• To ensure adequate operational staffing levels.
• Work with Operations Delivery Manager, Operations Facilitator / Trainers to plan, coordinate and provide workforce rotas, making sure there is adequate cover for absence. Internal interfaces with others including NEMS CBS Management Team, Transport and Estates Manager, Informational Team for performance information and all operational staff.
• 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 including management of agreed systems. Work with NEMS CBS governance lead to support future developments of governance procedures.
• 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, which anticipate future needs. Liaise with Operations Delivery Manager, to ensure that key performance targets and access targets are delivered and action plans developed with the relevant teams. To contribute to service redesign and other service improvement within service areas that will lead to improved clinical outcomes for patients, reduced waiting times and more efficient use of resources within the service areas and will ensure appropriate support to help clinicians of all relevant professions to deliver those service projects. 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 member 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, utilising HR Department support as appropriate.
• 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 to meet audit and reporting requirements.
• Initiate and recommend improvements in the design of any information system NEMS CBS is required to use to deliver services, with a view to user friendly efficiency, integration with other systems, and data capture that supports performance and contract management.
• Establish potential to re-design call handling in relation to all NEMS CBS services, to make better use of available resources and provide a better service to customers.
• In conjunction with the Training Team, set the standards for staff skills in delivering efficient services competently, with due care and thoughtfulness for customers and service users as individuals.
• Establish training requirements and standards in relation to all call handling and work with NEMS CBS training team to deliver the training.
• Support the Operations Delivery Manager in the planning and implementation of any changes agreed with NEMS CBS Board and commissioners.
Patient Experience
• Confidentiality - In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. 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, with due care and thoughtfulness for patients as individuals.
• 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, including liaising NEMS CBS clinical governance support staff and / or Chief Nurse and Chief Executive as required.
Services Finances Liaise with Finance Department to ensure appropriate information is in place to administer staff payroll, NI contributions and pension scheme.


• 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-coordinating, 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 including clinicians such as GPs and GP Registrars
Desirable
• Ability to identify training needs and set standards for training.
• Confidence in giving presentations to groups of staff, 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 within NEMS and provider partner organisations, service users and commissioners
• Customer relations experience
• Previous experience in a line management role; able to motivate a team and deliver expected outcomes
• Willingness to learn to use any computer systems that NEMS requires in its new services
Desirable
• Ability to communicate effectively with NEMS customers and provider partners and deal with customer feedback
• Ability to identify training needs and set standards for training
• 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 Essential
• Full driving licence and the ability to travel between locations.
  
  NEMS CBS is a highquality, high performing; not-for-profit organisation which delivers integratedurgent care and urgent primary care services to over 1 million patients.Responsive, adaptable and continually evolving, we have a reputation fordelivering locally-tailored, safe, effective and cost efficient services withhigh levels of patient satisfaction.
We are committed toinvesting in our people and have an established programme of learning anddevelopment, successfully developing our own Urgent Care Practitioners andAdvanced Clinical Practitioners. NEMS currently operates 3main services : (1) Integrated Urgent Care across Nottinghamshire serving apatient population of over 1 million, including home visiting, remoteconsultation and clinical assessment services; (2) Urgent Primary careprovision located within the A&E Department at QMC, (3) A 24-hour walk-inurgent primary care service adjacent to Kings Mill Hospital A&E, Mansfield. NEMS is committed to theNHS Values (as set out in the NHS Constitution March 2015). NEMS CBS is a registeredsociety under the Co-operative and Community Benefit Societies Act 2014.