Service Manager (XN08)

Job description

Job responsibilities

As a key member of the Clinical Service Unit (CSU) leadership team the Service Manager will lead the redesign of services and business processes across Theatres & Anaesthesia and be responsible for facilitating the involvement of all stakeholders to ensure timescales are met and service benefits realised, ensuring development of financially affordable solutions to capacity and quality constraints within the CSU.

Working in partnership with clinical staff, commissioners, managers and service users, the post holder will enable the development, delivery and maintenance of all operational targets, delivery of activity plans and maximise data capture to ensure accurate reporting.

The Service Manager will ensure that robust activity and financial management systems are in place during the planning period to maintain business continuity. Specifically, the post holder will line manage the Clinical Service Unit Business Managers and Quality and Service Improvement Practitioners, taking the lead in developing effective business processes and systems within the CSU to enable the sustained delivery of key operational targets.

Core Values

Commitment to ensuring the delivery of high-quality evidence-based care

Professional image and positive approach to problem solving.

Maintain positive working relationships with others

Commitment to own personal and professional development and the development of others within the team.

Honest and fair minded with a positive attitude to change.

Willingness and ability to travel around and between Trust sites, and to key stakeholders.

Promotes a culture of equality, mutual respect, and diversity

Is regarded as having integrity and trusted by others

Core Behaviours and Skills

Ability to work under significant and sustained pressure and to highly demanding and often conflicting timescales.

Ability to maintain systems for keeping abreast of changes in the NHS and their impact on the Clinical Service Unit

Commitment to team working with the ability to take personal responsibility for difficult decision making

Ability to monitor, maintain and improve service delivery

Awareness of strategic direction and ensure local business plans take account of the overall direction of the Trust

Ability to communicate and network effectively, negotiate and influence others taking into account the multi-professional and organisational cultures

Highly developed communication skills to enable the development of workforce and capacity planning and ensure that departmental business plans and continually changing service plans and schedules are updated to meet service needs

Ability to produce a range of documents to varying audiences, both internal and external to the Trust some of which is of a confidential, sensitive or contentious nature

Possess change management skills to include service reconfiguration

Ability to establish processes and systems within the Clinical Service Unit to develop and monitor financial and business plans across specialist services working collaboratively with other Clinical Service Units

Core Knowledge and Understanding

Demonstrates an understanding of both the NHS culture and of the cultures of the different health professional groups

Sound understanding of the NHS modernisation agenda to include priorities from the Department of Health, Monitor, Healthcare Commission, National, Local and Trust Targets

Work within the Trusts Standing Orders and Standing Financial Instructions and Clinical Governance arrangements

Work within the Trusts Capital and Corporate Planning procedures

Understanding and experience of effective information analysis, data interpretation and presentation, and software applications essential for communicating business, finance and workforce plans

Good sound knowledge and understanding of writing comprehensive business cases

Work within the Trusts HR guidance and toolkits for HR processes to include workforce planning, recruitment and selection, honorary contracts

Understanding of Trust Policies and Procedures eg HR/Risk Management/Clinical Governance

Understanding of Commissioning, contracting and service agreements to include payment by results

Understanding of management and operational arrangements in the Trust

Key Responsibilities

1. 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 Service Unit Business Manager where appropriate 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 Clinical Service Unit.

To ensure that robust activity and financial management systems are in place to maintain business continuity during the 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 T&A CSU 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 it into useful information to enable Clinical Service Unit to monitor and control performance and quality along with changes in financial and 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 the facilities comply with national guidelines and legislation.

2. Service Development

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

To ensure that the project is delivered within the available resources and to the agreed timescales, providing regular highlight reports to the Clinical Service Unit General Manager and the Primary Planning Group.

To play a leading role in the primary planning group ensuring that the work of various subgroups 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 a 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 may 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 revised packages of care, activity levels and prices, including the Yorkshire Cancer Network in the development of care pathways to support all cancer patients.

To work with the service heads to develop business cases for equipment or staffing bids required as part of the centralisation.

To develop a marketing strategy for the new unit.

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

3. General Management

To deputise as appropriate for the Clinical Service Unit 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.

4. Research/Audit Activity

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

To regularly conduct audits such as secretarial audits, outpatient follow ups, readmissions, 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.

Please see attached JD/PS for Full Details.

Person Specification

Skills and Behaviour

Essential

• Ability to assimilate & co- ordinate various agendas prioritising appropriately.
• Strong change management skills including service redesign in services with multiple professional disciplines.
• Strong communication, presentation & interpersonal skills.
• Able to influence, negotiate and build working relationships.
• Effective team leader and team player with the ability to work flexibly and deliver through others in a diverse and highly demanding organisation.
• Self-management, demonstrating resilience.

Desirable

• High degree of report writing skills.

Additional Requirements

Essential

• Has the ability to quickly and effectively establish the respect of colleagues and other health professionals/
• Ability to anticipate problems, appraise risks and make effective decisions.
• Analytical skills, literacy, and numeracy. Ability to analyse complex data and formulate reports.
• Ability to lead complex multidisciplinary teams based on different sites across the organisation.
• Prepared to work at and travel between all sites within LTHT
• Prepared to join Clinical Service Unit escalation rota

Qualifications

Essential

• Graduate level qualification or the equivalent in relevant experience.
• Continuing professional development at appropriate level

Desirable

• Management qualification or post graduate diploma

Experience

Essential

• At least three years experience at middle management level in the NHS
• Operational and business planning and implementation including options appraisal.
• Capacity planning, managing waiting lists and developing business cases and lead others through the process.
• Knowledge of performance management principles and practice
• Experience in presentation, coaching and facilitation

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.

Employer details

Employer name

Leeds Teaching Hospitals

Address

Leeds General Infirmary

Great George Street

Leeds

LS1 3EX

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)