Job summary
Solihull
Healthcare Partnership (SHP) have an exciting opportunity available for an
Operation Services Manager to join our team.
Within
the role you would manage and coordinate all aspects of the practices
day-to-day operational management, motivating and managing employees,
optimising efficiency and developing patient services across all of the SHP
sites.
You
will lead, support and develop the delivery of Planned and Unplanned services
to ensure income is maximised without compromising safety and patient
care. As well as overseeing the
generation and maintenance of clinical rotas.
Main duties of the job
The
Head of Operations is a key leadership post within the Organisation and has
responsibility to support the senior management team at Solihull Healthcare
Partnership in the performance, delivery and development of all patient
services and centralised departments.
The
post holder will as required attend and represent the core services performance
at contracting meetings with the commissioners. Together with the senior
management team, the post holder is responsible for the day to-day leadership
and management of the operations team and line management of designated
individuals.
The
Head of Operations will work closely with the SHP senior leadership team and
SHP Board to ensure a culture of continuous quality improvement that builds on
our areas of strength and development. The post holder will be responsible for
leadership of the Operational workforce and planning within the department and
will work closely with other Managers and clinicians to support
organisation-wide objectives.
In
addition to promoting excellent relationships within the Organisation, the post
holder will effectively communicate with external partner agencies and
commissioners to ensure the highest standards of representation of the
Organisation.
The
post holder will participate on the Management on call rota.
About us
SHP
are a Solihull based partnership looking after 56,000 patients and operating
out of 7 sites. This role provides an
opportunity to join a large forward thinking organisation whose vision is to be
the most respected Primary Care provider in the West Midlands.
The
role provides the chance to progress and have a real impact on the future of
healthcare. Through our centralised
back-office functions, our systems are organised so we can concentrate on
healthcare and not administration. Our
practices place great value on teaching, training and mentorship within the
team.
Job description
Job responsibilities
Managing Service Delivery
-
Provide effective and visible leadership, direction and
motivation as required to ensure that clinical and non-clinical operations
meet planned targets, productivity standards, quality and risk requirements
and patient satisfaction goals.
-
Identify and deliver mitigation plans as required.
-
Working closely with the heads of department and Clinical
Services Delivery Manager, monitor, track delivery and performance of all
service contracts, support rapid problem solving, identify learning,
continuous improvement and ensure alignment of priorities with departmental
objectives .
-
To ensure business continuity plans are in place for all
operational services
-
To ensure that all Operational staff are skilled and competent
to undertake the roles expected enabling the Organisation to provide a high
quality, value for money patient care.
-
Together with the Clinical Services Delivery Manager, support
the mobilisation of new services, ensuring appropriate staffing resource to
deliver the agreed service specification and key performance indicators.
-
Ensure that the Organisation complies with all statutory and
regulatory compliance and significantly contributes toward the CQC readiness
programme in conjunction with the governance team.
-
Working closely with the Clinical Service Delivery Managers,
lead and develop existing and new operational contractual performance
reporting requirements which meet the needs of the business and our patients
and other key stakeholders.
-
Review and ensure that all operational systems,
including the telephone system, appointments system, messages, visits,
results, prescribing systems, access, incoming mail, scanning, etc., function
at an optimum level at all times.
-
Lead, support and develop the delivery of Planned
and Unplanned services and future at scale programmes without compromising
safety and patient care.
-
Reviewing and updating of relevant policies and
procedures.
-
Overseeing the administrative work streams, liaising
with clinical and administrative staff.
-
To produce regular reports to the SHP Board and
operations subcommittee on the progress of projects in achieving their
targets via KPIs.
Service Quality & Safety
-
Working closely alongside the Quality Team ensure the delivery
of all quality and safety standards across the operational environment.
-
Be familiar with and deliver allocated requirements of CQC
standards and processes
-
Take an active part in Health and Safety, incident management and
provide support to the patient experience team when required.
People and Resource Level Management
- The
successful candidate will have significant experience as a senior operational
manager with the ability to respond to the changing expectations and needs of
the workforce and services we provide.
-
Compassionate leadership skills, be astute and have excellent
interpersonal skills, which ensure you are able to empower and lead teams to
deliver high quality patient care.
-
Ensure that HR systems and processes are adhered to all times
and work alongside our HR professionals as required.
-
Working with the Clinical Services Delivery Manager, to ensure
appropriate recruitment and retention plans are in place to meet the needs of
the services working alongside internal recruitment and HR professionals
Ensure every member of staff adhere to all organisation policies and
procedures and maintain required compliance levels
-
Appraise and performance manage allocated staff members that
directly report to this role and ensure that every member of staff within the
department are apprised and performance managed accordingly.
-
Develop, empower, and enable direct reports and the wider
workforce to focus on quality service delivery, performance, training,
mentoring and innovation.
-
Work closely with the HR Directorate to ensure that all staff
are receiving appropriate support and development through the organisations
Learning & Development framework.
-
Work with the Human Resource Department and the Finance
Department to improve and maintain processes and systems for workforce demand
& capacity planning.
-
Communicate with operational managers to ensure clinical and
non-clinical team members are supported to work together, with systems, to
yield high results.
Budgetary Management
-
Agree and manage allocated budgets. Work with colleagues in the
finance directorate to ensure budgetary and payroll targets are met.
Other Responsibilities
Health and Safety
- To comply with the Health and Safety at Work etc. Act 1974.
- To take responsibility for their own health and safety and that of other persons who may be affected by their own acts or omissions.
Equality and Diversity
-
To carry out at all times their responsibilities in line with
Equal Opportunities Policy and Procedure.
Risk Management and Clinical Governance
-
To work within the Clinical Governance Framework of the
practice, incorporating Risk Management and all other quality initiatives and
all aspects of CQC implementation.
Confidentiality
-
To maintain confidentiality of information relating to patients,
clients, staff and other users of the services in accordance with the General
Data Protection Regulations 2018 including outside of the work
environment. Any breach of
confidentiality may render an individual liable for dismissal and/or
prosecution.
Safeguarding
-
Whilst in post, staff are expected to acquire and update their
knowledge on safeguarding as per the intercollegiate document requirements
and SHP policies.
Professional development
-
The post holder will participate in any training programme
implemented by the practice as part of this employment
-
To participate in an annual individual performance review,
including taking responsibility for maintaining a record of own personal
and/or professional development
General
-
To undertake any other duties commensurate with the role, within
the bounds of their own competence as guided by the attached management
framework.
-
To work across the various SHP sites as required.
-
In light of national policy and due to the needs of the business
it may be necessary for the Partnership to alter the opening hours of the
surgeries. This could incorporate
different opening hours and weekend working which may affect when you are
required to work. The post holder is
expected to be flexible and accommodating, following consultation, in terms
of any changes to operating times in the future.
SHP
Vision Statement:To provide
person-centred care at the heart of the community.
Mission
Statement:
Solihull Healthcare Partnership aims to be the
provider of choice in delivering holistic care to our neighbourhood.
Honest - We practice and encourage open and honest
communication, acting with integrity in all that we do.Excellence - We strive to achieve the highest standards in the
care we deliver
and enable our team to create an environment that encourages excellence.Accountable - We take personal and collective responsibility for
our actions and the way we deliver care.Respectful - We engage with our team, our patients and our
community with respect, providing kind and compassionate person-centred care.Transformational -
We are committed to continually
improving our standards, working with the community, being responsive and
adapting to the changing needs of the neighbourhood.
Job description
Job responsibilities
Managing Service Delivery
-
Provide effective and visible leadership, direction and
motivation as required to ensure that clinical and non-clinical operations
meet planned targets, productivity standards, quality and risk requirements
and patient satisfaction goals.
-
Identify and deliver mitigation plans as required.
-
Working closely with the heads of department and Clinical
Services Delivery Manager, monitor, track delivery and performance of all
service contracts, support rapid problem solving, identify learning,
continuous improvement and ensure alignment of priorities with departmental
objectives .
-
To ensure business continuity plans are in place for all
operational services
-
To ensure that all Operational staff are skilled and competent
to undertake the roles expected enabling the Organisation to provide a high
quality, value for money patient care.
-
Together with the Clinical Services Delivery Manager, support
the mobilisation of new services, ensuring appropriate staffing resource to
deliver the agreed service specification and key performance indicators.
-
Ensure that the Organisation complies with all statutory and
regulatory compliance and significantly contributes toward the CQC readiness
programme in conjunction with the governance team.
-
Working closely with the Clinical Service Delivery Managers,
lead and develop existing and new operational contractual performance
reporting requirements which meet the needs of the business and our patients
and other key stakeholders.
-
Review and ensure that all operational systems,
including the telephone system, appointments system, messages, visits,
results, prescribing systems, access, incoming mail, scanning, etc., function
at an optimum level at all times.
-
Lead, support and develop the delivery of Planned
and Unplanned services and future at scale programmes without compromising
safety and patient care.
-
Reviewing and updating of relevant policies and
procedures.
-
Overseeing the administrative work streams, liaising
with clinical and administrative staff.
-
To produce regular reports to the SHP Board and
operations subcommittee on the progress of projects in achieving their
targets via KPIs.
Service Quality & Safety
-
Working closely alongside the Quality Team ensure the delivery
of all quality and safety standards across the operational environment.
-
Be familiar with and deliver allocated requirements of CQC
standards and processes
-
Take an active part in Health and Safety, incident management and
provide support to the patient experience team when required.
People and Resource Level Management
- The
successful candidate will have significant experience as a senior operational
manager with the ability to respond to the changing expectations and needs of
the workforce and services we provide.
-
Compassionate leadership skills, be astute and have excellent
interpersonal skills, which ensure you are able to empower and lead teams to
deliver high quality patient care.
-
Ensure that HR systems and processes are adhered to all times
and work alongside our HR professionals as required.
-
Working with the Clinical Services Delivery Manager, to ensure
appropriate recruitment and retention plans are in place to meet the needs of
the services working alongside internal recruitment and HR professionals
Ensure every member of staff adhere to all organisation policies and
procedures and maintain required compliance levels
-
Appraise and performance manage allocated staff members that
directly report to this role and ensure that every member of staff within the
department are apprised and performance managed accordingly.
-
Develop, empower, and enable direct reports and the wider
workforce to focus on quality service delivery, performance, training,
mentoring and innovation.
-
Work closely with the HR Directorate to ensure that all staff
are receiving appropriate support and development through the organisations
Learning & Development framework.
-
Work with the Human Resource Department and the Finance
Department to improve and maintain processes and systems for workforce demand
& capacity planning.
-
Communicate with operational managers to ensure clinical and
non-clinical team members are supported to work together, with systems, to
yield high results.
Budgetary Management
-
Agree and manage allocated budgets. Work with colleagues in the
finance directorate to ensure budgetary and payroll targets are met.
Other Responsibilities
Health and Safety
- To comply with the Health and Safety at Work etc. Act 1974.
- To take responsibility for their own health and safety and that of other persons who may be affected by their own acts or omissions.
Equality and Diversity
-
To carry out at all times their responsibilities in line with
Equal Opportunities Policy and Procedure.
Risk Management and Clinical Governance
-
To work within the Clinical Governance Framework of the
practice, incorporating Risk Management and all other quality initiatives and
all aspects of CQC implementation.
Confidentiality
-
To maintain confidentiality of information relating to patients,
clients, staff and other users of the services in accordance with the General
Data Protection Regulations 2018 including outside of the work
environment. Any breach of
confidentiality may render an individual liable for dismissal and/or
prosecution.
Safeguarding
-
Whilst in post, staff are expected to acquire and update their
knowledge on safeguarding as per the intercollegiate document requirements
and SHP policies.
Professional development
-
The post holder will participate in any training programme
implemented by the practice as part of this employment
-
To participate in an annual individual performance review,
including taking responsibility for maintaining a record of own personal
and/or professional development
General
-
To undertake any other duties commensurate with the role, within
the bounds of their own competence as guided by the attached management
framework.
-
To work across the various SHP sites as required.
-
In light of national policy and due to the needs of the business
it may be necessary for the Partnership to alter the opening hours of the
surgeries. This could incorporate
different opening hours and weekend working which may affect when you are
required to work. The post holder is
expected to be flexible and accommodating, following consultation, in terms
of any changes to operating times in the future.
SHP
Vision Statement:To provide
person-centred care at the heart of the community.
Mission
Statement:
Solihull Healthcare Partnership aims to be the
provider of choice in delivering holistic care to our neighbourhood.
Honest - We practice and encourage open and honest
communication, acting with integrity in all that we do.Excellence - We strive to achieve the highest standards in the
care we deliver
and enable our team to create an environment that encourages excellence.Accountable - We take personal and collective responsibility for
our actions and the way we deliver care.Respectful - We engage with our team, our patients and our
community with respect, providing kind and compassionate person-centred care.Transformational -
We are committed to continually
improving our standards, working with the community, being responsive and
adapting to the changing needs of the neighbourhood.
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent experience
Desirable
- Formal Management/Leadership qualification
Experience
Essential
- Experience of working in a Primary Care setting
- Demonstrable experience of managing a team
- Experience of reviewing performance data
- Experience of managing rota's
- Understanding of Operational Management
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent experience
Desirable
- Formal Management/Leadership qualification
Experience
Essential
- Experience of working in a Primary Care setting
- Demonstrable experience of managing a team
- Experience of reviewing performance data
- Experience of managing rota's
- Understanding of Operational Management
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.
