Job summary
Medefer providing a virtual outpatient service to deliver faster, better care for patients
Medeferis an innovative CQC registered healthcare provider that aims to transform the way that healthcare is delivered by enabling healthcare systems to provide patients with the best healthcare experience - timely, efficient, and effective.
We have a vacancy within our new Service Delivery team for a Service Manager.
You will be responsible for the day-to-day management of the Service Delivery team, ensuring the service to patients is delivered in line with national and local targets.
Main duties of the job
As a Service Manager, you will:
- Support the delivery of a safe, effective, and high-quality service which will include risk management, people management, training delivery, health and safety, resource management, stakeholder engagement and performance management responsibility.
- Monitor and review patient pathways utilising patient tracking information to identify delays and deliver effective service improvements.
- Ensure systems are in place to monitor the delivery of contracted activity, identifying, mitigating, and escalating against any areas of underperformance or any risks to delivery.
- Ensure timely management of complaints and concerns, effective follow through on action plans and a positive approach to embedding learning from incidents.
- Be a confident communicator with the ability to present complex information to large groups and able to lead meetings with colleagues and partners as required.
About us
Medefer is a virtual healthcare platform which has been set up and staffed by NHS Specialist
doctors. Our aim is to provide a sustainable NHS outpatient service solution given the
growing population and longer waiting lists for NHS outpatient clinic appointments.
Job description
Job responsibilities
Service Manager Responsibilities
- You will provide effective and innovative leadership, ensuring clear direction concerning service improvement and effective utilisation of resources; leading and managing the assessment of complex operational issues and challenges that face the service. This will demand high levels of judgement, analysis and interaction to agree clear solutions and recommendations that you will be responsible for implementing.
- You will monitor and review patient pathways, utilising patient tracking information to identify pathways delays, to expedite care pathways and to deliver service improvements to streamline pathways. You will proactively find resolutions to improve pathways and support timely clinical decision making.
- You will ensure systems are in place to monitor the delivery of contracted activity, identifying, mitigating and escalating against any areas of underperformance and any risks to delivery.
- You will ensure compliance with Medefer's corporate governance requirements, ensuring processes are in place to monitor clinical quality.
- You will investigate complaints and incidents and identify and manage risk, actively using the risk register to document, highlight and manage risks; taking action to negate or minimise risk where it is within the scope of the role.
- You will ensure that our clients' experiences of the Medefer pathway are the best they can be, that service level agreements and individual key performance indicators are sent and delivered, and that we learn from feedback and continuously improve how we operate.
- You will create, interpret and analyse data to turn it into useful information to enable the operations team to monitor and control performance and quality.
- You will establish and maintain effective communications with key stakeholders, developing and building excellent working relationships between Medefer and its clients. You will communicate with internal and external stakeholders regarding the progress of patients and the status of different elements of the outpatient service.
- You will support the Patient Care Team to effectively manage queries relating to your services, allocating tasks along with the Patient care manager to ensure sufficient coverage.
- You will create, maintain and deliver service-specific training and documentation.
Job description
Job responsibilities
Service Manager Responsibilities
- You will provide effective and innovative leadership, ensuring clear direction concerning service improvement and effective utilisation of resources; leading and managing the assessment of complex operational issues and challenges that face the service. This will demand high levels of judgement, analysis and interaction to agree clear solutions and recommendations that you will be responsible for implementing.
- You will monitor and review patient pathways, utilising patient tracking information to identify pathways delays, to expedite care pathways and to deliver service improvements to streamline pathways. You will proactively find resolutions to improve pathways and support timely clinical decision making.
- You will ensure systems are in place to monitor the delivery of contracted activity, identifying, mitigating and escalating against any areas of underperformance and any risks to delivery.
- You will ensure compliance with Medefer's corporate governance requirements, ensuring processes are in place to monitor clinical quality.
- You will investigate complaints and incidents and identify and manage risk, actively using the risk register to document, highlight and manage risks; taking action to negate or minimise risk where it is within the scope of the role.
- You will ensure that our clients' experiences of the Medefer pathway are the best they can be, that service level agreements and individual key performance indicators are sent and delivered, and that we learn from feedback and continuously improve how we operate.
- You will create, interpret and analyse data to turn it into useful information to enable the operations team to monitor and control performance and quality.
- You will establish and maintain effective communications with key stakeholders, developing and building excellent working relationships between Medefer and its clients. You will communicate with internal and external stakeholders regarding the progress of patients and the status of different elements of the outpatient service.
- You will support the Patient Care Team to effectively manage queries relating to your services, allocating tasks along with the Patient care manager to ensure sufficient coverage.
- You will create, maintain and deliver service-specific training and documentation.
Person Specification
Person Specification
Essential
- At least 3 years experience in an operational leadership role within a healthcare environment. Experience in an NHS Acute Hospital Trust is highly desirable.
- Knowledge and awareness of national targets and the NHS Plan, National Service Frameworks, Clinical Governance and Performance Improvement.
- Expertise in liaising with healthcare managers and administrators.
- Experience of building and/or managing a service-delivery team.
- Ability to deliver a consistent, responsive and five-star stakeholder experience and be confident working with senior stakeholders.
- Ability to lead multi-professional meetings and to present complex quantitative and qualitative data in a simple way.
- Able to analyse complex information to support decision making.
- Be comfortable doing the work as well as managing people doing the work.
- Ability to problem solve varied and unstructured challenges, proactively seeking out answers and solutions.
- Be self-motivated and driven to improve how things work and be able to work autonomously.
- Thrive in a fast-paced, varied and changing environment.
- Strong prioritisation skills with the ability to manage competing demands and deadlines effectively.
- Work seamlessly with a wide variety of people from different cultures and walks of life.
- Be a champion of Medefer's values in everything you do.
- Impeccable written and spoken English.
- Excellent interpersonal skills, assertive but fair.
- Excellent Microsoft Office and general IT skills.
- A love of healthcare and a genuine interest in technology.
- Calm under pressure, working with humour and confidence.
Person Specification
Person Specification
Essential
- At least 3 years experience in an operational leadership role within a healthcare environment. Experience in an NHS Acute Hospital Trust is highly desirable.
- Knowledge and awareness of national targets and the NHS Plan, National Service Frameworks, Clinical Governance and Performance Improvement.
- Expertise in liaising with healthcare managers and administrators.
- Experience of building and/or managing a service-delivery team.
- Ability to deliver a consistent, responsive and five-star stakeholder experience and be confident working with senior stakeholders.
- Ability to lead multi-professional meetings and to present complex quantitative and qualitative data in a simple way.
- Able to analyse complex information to support decision making.
- Be comfortable doing the work as well as managing people doing the work.
- Ability to problem solve varied and unstructured challenges, proactively seeking out answers and solutions.
- Be self-motivated and driven to improve how things work and be able to work autonomously.
- Thrive in a fast-paced, varied and changing environment.
- Strong prioritisation skills with the ability to manage competing demands and deadlines effectively.
- Work seamlessly with a wide variety of people from different cultures and walks of life.
- Be a champion of Medefer's values in everything you do.
- Impeccable written and spoken English.
- Excellent interpersonal skills, assertive but fair.
- Excellent Microsoft Office and general IT skills.
- A love of healthcare and a genuine interest in technology.
- Calm under pressure, working with humour and confidence.
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.
