Service Manager (XN08)

Job responsibilities

Business Delivery and Operational Service Delivery

To lead on the delivery of operational service targets within the Clinical service Unit to ensure that income is maximised and targets achieved.

To line manage the Clinical Genetics Business support manager Manager, and have overall accountability for the performance of the patient administration function, ensuring services are managed within agreed budgets.

To ensure the development of effective business systems and procedures within the Directorate.

To ensure that robust activity and financial management systems are in place to maintain business continuity during planning and commissioning of the service plans.

To monitor contract activity and ensure that systems are in place to deliver planned contract activity.

To ensure that appropriate risk management strategies are developed and that the risk register is updated regularly to reflect the current issues facing the service.

Delegated budget holder

To be involved in budget setting for services

To create, collate, interpret, analyse, data to turn into useful information to enable Clinical Service Unit to monitor and control performance and quality along with changes in financial activity modelling. This includes the use of formulae.

Participate and deliver quality assurance checks and visits within the clinical environment e.g. wards, outpatients etc. with matrons to review the environment, equipment and ensure it meets the necessary standards.

Participate in quality assurance of facilities for example, when commissioning/relocating services, to ensure that facilities comply with national guidelines and legislation.

Service Development

To take lead responsibility for developing a robust project management framework to support the delivery of service changes, including the preparation of a detailed project plans, key outcomes, deliverables and timescales.

To ensure that projects are delivered within the available resources and to the agreed timescales, providing regular highlight reports to the Clinical Service Unit, General Manager.

To play a leading role in project groups ensuring that the work of various sub groups are on track, that the project as a whole is coordinated and that significant issues/problems are raised in a timely manner, enabling early remedial action if required through the development of options and recommendations to mitigate risk.

To propose changes to processes, procedures and patient pathways. To lead on developing new processes and procedures, supporting development of clinical protocols and models of delivery at regional level.

To identify areas of improvement within the service and lead on the development of required changes to impact on access, quality, performance and finance. Sometimes these service developments will have a national profile.

To be involved in the development and creation of policies, some of which may impact on other Regional organisations and units, District General Hospitals etc.

To implement and performance manage adherence to Trust and departmental service policies.

To ensure active engagement and ownership of key stakeholders in the project liaising with key professions including clinicians, managers, nursing, service users and planners.

To act as a change agent, consulting with all involved parties, gaining agreement and approval for new ways of working. Ensure new patterns of work are monitored and evaluated.

To establish and maintain an effective communications strategy, to ensure that all stakeholders are fully informed.

To take the lead on the development of revised finance and activity plans, working closely with clinical and finance colleagues to identify the costs of the agreed packages of care , and a revised pricing structure.

To represent the Trust in discussion with commissioners about any revisions to activity levels, prices, and service specifications

To work with the Lead Clinician, and Counsellor Manager to develop business cases for equipment or staffing.

To develop and deliver on a marketing strategy for the service units

To ensure training and induction packages are in place for all staff groups.

General Management

To deputise where appropriate for the CSU General Manager

To attend and contribute as a key member at the Clinical Service Unit Team meetings

Investigate complex complaints in line with the Trusts Complaints Procedure and ensure that all complaints are used positively to improve service deficiencies

Research/Audit Activity

To contribute to staff surveys, Clinical Service Unit patient experience surveys etc to identify areas of improvement.

To regularly conduct audits such as secretarial audits, outpatient follow ups, re-admissions, monthly key performance indicators, length of stay, theatre utilisation, delayed discharges.

Support the setup of clinical trials, work with clinical and research teams to monitor the recruitment of patients and ensure the business process that co-ordinates the R&D programmes are effective.

Health and Safety/Risk Management

All staff are responsible for working with their colleagues to maintain and improve the quality of services provided to our patients and other service users. This includes complying at all times with the Leeds Teaching Hospitals NHS Trust Policies, including Health and Safety policies, in particular by following agreed safe working procedures, and reporting incidents using the Trust Incident Reporting system.

Infection Control

The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, in particular by practising Universal Infection Control Precautions. Hand hygiene must be performed before and after contact with patients and their environment.

Equality and Diversity

The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families. No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

Patient and Public Involvement

The Trust has a statutory duty to involve patients and public in evaluating and planning services. All staff has a responsibility to listen to the views of patients and to contribute to service improvements based on patient feedback.

Training and Personal Development - Continuous Professional Development

The jobholder must take responsibility in agreement with his/her line manager for his/her own personal development by ensuring that Continuous Professional Development remains a priority. The jobholder will undertake all mandatory training required for the role.

Respect for Patient Confidentiality

The jobholder should respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.

Qualifications

Essential

• Graduate/Degree level qualification
• Study at Masters level or the equivalent in relevant experience.

Desirable

• Management Qualification.
• Masters degree in relevant subject
• Business Qualification (Diploma Level)
• Virginia Mason Lean for Leaders full Qualification

Experience

Essential

• Experience at middle management level in the NHS, including business planning and budgetary management and service improvement.
• Able to prepare business cases/lead others through the process.

Desirable

• Experience in presentation, coaching and facilitation
• Experience of influencing in local network or integrated care models
• Experience of service user engagement programmes and co-production
• -Ability to analyse complex information to support managerial decision making.
• -Strong financial management skills; able to independently manage complex income and expenditure budgets and deliver cost improvement schemes.
• -Good communication, presentation & interpersonal skills
• -Performance management skills.
• Knowledge and awareness of:
• 1.NHS Plan & Targets
• 2.National service frameworks.
• 3.National maternity strategy and policy
• 4.Clinical Governance
• 5.Workforce development
• 6.Organisational Development

Skills & behaviours

Essential

• High degree of report writing skills.
• Ability to cope with high levels of pressure
• Able to influence, inspire, and effectively work with those around him/her
• Experience as well as knowledge of all activity targets, managing waiting lists and maximising income.
• Able to influence, negotiate and build working relationships.
• Self-motivated, highly organised, Focussed and results oriented and can lead and deliver through others.

Desirable

• Ability to cope with high levels of pressure
• Has the ability to quickly and effectively establish the respect of colleagues and other health professionals.
• Strong prioritisation skills with the ability to manage competing demands.
• Aptitude to be a self-starter in keeping up to date and increasing depth knowledge of the genomics agenda
• Skills and knowledge relating to private income generation and marketing skills

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).