Business Support Manager

Job description

Job responsibilities

Service Developments

1. To manage processes and projects within the service and to work with the Admin teams and Clinical Leadership teams for the implementation of new ways of working.

2. To lead on all business process initiatives across the services.

3. To assess and monitor information systems, adapting them if required to improve and enhance their functionality.

4. As the services develop new policies, procedures and systems, the Business Support Manager will be expected to play a key role, working closely with and supporting the Operational Service Lead with t developing, implementing and monitoring of processes.

5. To work closely with and to support the Operational Service Lead in the implementation and monitoring of various projects and future developments within the services.

6. To regularly monitor administrative and operational services to ensure they are in line with standards set by the Trust.

7. To engage and support any changes in service design and/or service delivery.

8. Create & deliver training sessions to both administration & clinical teams on current or new SystmOne processes. These will need to be tailored based on job role and individuals level of understanding.

9. Responsible for the creation and on-going review of non-clinical operational guidance and Standard Operating Procedures for both administration & clinical teams. 10. Drafting of service specifications for the development of service level agreements or contracts with partner agencies. This could involve liaising with commissioning bodies (e.g. transfers of care/ICB or NCC).

11. Supporting the clinical services by producing SBARs and option papers, including recommendations, for relevant services in order to promote improvements and efficiencies and overcoming challenges within the portfolio.

Business Support

1. To develop systems and processes to support the Team to use data and metrics effectively to implement effective data driven performance.

2. Analyse performance to provide early warning to the leadership team when service performance measures may have become compromised.

3. Review service performance measures and support the Service Lead in producing reports that describe performance issues and corrective actions.

4. Take corrective action to support the services maintain appropriate levels of activity and performance.

5. To proactively interrogate existing systems and processes and improve these where possible ensuring service performance is resilient.

6. To support and lead on transformational change projects in the service, using data to support and inform this change.

7. To seek out and propose new opportunities which enable improved operational functionality for the services.

8. Use SystmOne data across all services, to identify problems and develop solutions in relation to data and reporting.

9. Track and validate patients through all services, to ensure the shortest possible wait for referral to treatment within the service.

10. Responsible for ensuring that all onward referrals are processed in line with service protocol.

11. Facilitating the process mapping of services, systems and processes with key stakeholders (such as referrers and subcontractors).

12. Attend meetings with delegated responsibility on behalf of the Operational Service Lead, within scope of practice.

13. To work closely with the Operational Service Lead and Clinical Leads to plan workforce within available budgets.

14. Producing, analysing and interpreting statistical information for the purposes of service and workforce performance and forecasting i.e. demand and capacity work and breach reports.

15. Identify, prevent, or resolve performance issues using information and performance reports i.e. breaches and reporting issues to Service Leads.

16. Overseeing, co-ordination, and organisation of events, including ensuring adequate staff representation and resources.

17. Leading on the development of service specific action plans, including the creation and maintenance.

Staff Management

1. To undertake recruitment of designated support staff in accordance with Trust procedures.

2. To manage and appraise designated staff according to staff guidelines and policies.

3. To develop individual and team performance and objectives.

4. To create, maintain and enhance effective working relationships.

5. To ensure effective implementation and adherence to the Trusts access policy.

6. To support and advise the Operational Service Lead and Clinical Leads with operational day to day capacity and demand issues. This can include planning staff allocation in the event of staff sickness to minimise service disruption and the impact on patients.

7. To support and work closely with the Operational Service Lead and Clinical Leads to forecast potential workforce issues that impact service delivery and to implement remedial action. This includes the planning of staffing around annual leave and sickness to ensure there is adequate workforce to deliver services.

8. To manage the use of bank staffing and use of extra hours in conjunction with Clinical Leads under agreement with the Operational Service Lead. To be jointly responsible with the Operational Service Lead for ensuring correct bank and extra hours are entered on health roster.

9. Creation of job descriptions for new posts and reviewing existing job descriptions for all services.

10. Arranging honorary contracts and letter of access, including proxy access for staff and external agencies.

11. Co-ordination and organisation of group and individual training, including liaison with other departments around funding and invoices.

Information management and communication

1. Ensure that business information systems are fit for purpose. For example, work with administration and clinical colleagues, key partnership organisations and subcontractors to ensure administrative processes are seamless between organisations to ensure patient pathways are not compromised.

2. Lead on the development of new systems that will monitor appropriate business performance indicators for the services.

3. Prioritise effectively to competing reporting demands from both internal and external stakeholders.

4. Provide reports at regular intervals to support the clinical leadership teams with interpreting of performance information in relation to their areas e.g. Patient waiting times and the validation process.

5. To liaise with other departments as appropriate to support effective use of data in decision making.

6. Develop expert knowledge with regards to the patient pathways and reporting systems within the services supported, this is to allow in depth analysis of the patient journey enabling identification of data quality issues or issues in relation to patient outcome. Report these by exception.

7. Ensure services are compliant with information governance, emergency preparedness and quality standards, including the reviewing and creation of required documentation such as, IAO Asset register. DPIAs, DSAs, EQIAs, Flourish Impact Assessments and Business Continuity Plans.

8. Creating and developing letter templates, clinical templates and SystmOne configuration.

Financial Management

1. To manage the use of designated resources, overseeing purchasing for the department.

2. Contribute to the financial performance of the business functions within the service and support the Service Manager to redress variances and manage delegated budgets.

3. To authorise extra hours and bank shifts within budget availability for services as pre-agreed with the Operational Service Lead. To record this accurately on health roster.

4. Review and cross check monthly reports and timesheets relating to invoices, including problem solving any queries and discrepancies.

Complaints

1. To support the Operational Service Lead in relation to the investigation and handling of complaints which relate to the business function.

2. In supporting the management of complaints the post holder will be required to articulate and respond appropriately to sensitive and complex information.

Person Specification

Qualifications

Essential

• Degree or equivalent experience
• Post graduate qualification in management or comparable professional/technical qualification or equivalent experience
• Qualification in supervisory management or demonstrable experience

Desirable

• Healthcare background
• PRINCE2 Practitioner certificate / other formal project management training
• Leadership and management training or qualification

Experience

Essential

• Access and experience of using SystmOne at a regular and confident level using tasks, ledgers, caseloads, and patient alerts
• Knowledge and experience of health service management and change management
• Recent experience within NHS environment
• Experience of line management of staff in a large organisation
• Knowledge and experience of workforce and service re-design
• Experience of developing new ways of working
• Evidence of managing rosters and spreadsheets to maintain accurate records
• Proven record of using integrated systems
• Managing and working with clinical and non-clinical staff and third-party contractors
• Experience of implementing business change in previous roles
• Report writing to ensure accuracy of information and translation
• Experience of working in a clinical operations environment
• Experience of analysing and interpreting data to deliver service change and improvement
• Proven computer skills in Word, Excel, and PowerPoint

Desirable

• Experience of working with multiple teams to manage a service or achieve an outcome
• Experience of analysing barriers and finding solutions when developing ways of working

Skills, Abilities, and Knowledge

Essential

• Good analytical skills and problem-solving skills
• Excellent planning and organisational skills
• Able to communicate effectively in written and verbal English language
• Excellent interpersonal and negotiating skills
• Enjoys working as part of a team
• Ability to prioritise work and manage the competing demands of unpredictable workload, including delegation of others' workload

Desirable

• Ability to balance the competing needs of services for workforce and clinic planning
• Ability to assess, prioritise, and delegate tasks to others within services, including other managers/leads and staff as appropriate

Communication

Essential

• Able to communicate to all levels of work colleagues
• Able to adapt communication style to engage with patients
• Able to communicate with patients and their families/carers

Personal and People Development

Essential

• Able to recognise development needs of other staff and able to signpost/implement training packages

Personal Attributes/Behaviours

Essential

• Think and operate strategically with ability to translate into practical delivery
• Self-motivation
• Ability to work autonomously to reach an agreed service goal
• Enjoys working as part of a team

Other

Essential

• Willingness to undertake any relevant development courses

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

Norfolk Community Health and Care NHS Trust

Address

Norwich Community Hospital

Norwich

NR2 3TU

Employer's website

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