Job summary
The Ambulance Operations Manager will be part of a dynamic multi-disciplinary team responsible for delivering excellent clinical care to patients, holding responsibility for all ambulance operations, including frontline 999 services and the mobilisation of our recently awarded 5 year regional contract, high dependency and ICU transfer contracts and patient transport services.
You will provide operational management and leadership to the ECS Ambulance Operations team. You will provide line management to the Clinical Team Leaders, Local Operations Managers and Paramedic Practice Educators.
You will hold responsibility for the effective service delivery of ECS ambulance operations and manage contract requirements, and customer relationships across the breadth of service portfolios.
You will be responsible for safety and quality of ECS ambulance operations delivery. You will be required to participate in an on-call manager rota.
You will contribute to and lead the delivery of aspects of the ECS Clinical Strategy. You will actively participate in ECS board assurance activity.
The role will be based at ECS HQ, however travel will be required to support effective delivery of the role.
Main duties of the job
Reports to: Head of Clinical Operations
Responsible for:
Ambulance Operations Team
Duties and Responsibilities:
- Leadership & Management
- Quality and Governance
- Health, Safety and Risk Management
- Contract, Relationship and Financial Management
- Equality and Diversity
- Confidentiality
- Safeguarding
About us
Enhanced Care Services offers tremendous opportunities for healthcare professionals through a variety of roles. We encourage the development of our staff for professional growth and clinical progression through the passion our team have for medicine. Through regular team trainings days, CPD courses and encouraging skill sessions with other team members, we believe that providing a supportive environment for our clinicians allows them to flourish.
Not yet seen our new HQ? Watch our video here https://youtu.be/2taGGUP9x68
Job description
Job responsibilities
Leadership & Management
Act as a role model and be an exemplar for the ECS values.
In partnership with the Clinical Team Leaders, Local Operations Managers and Practice Educators provide strong operational leadership across the ambulance operations and operations support teams.
Responsible for line management of Clinical Team Leaders, such as but not limited to, work allocation, performance reviews, sickness reviews and appraisals.
Responsible for effective delivery of ambulance operations including but not exclusively, workforce, scheduling, dispatch.
In partnership with the People & Compliance Team, hold responsibility for the administrative compliance of staff within the ambulance operations team.
Assist in inducting new team members including direct supervision, on-boarding support and sign off process.
Undertake and support investigations as required, reporting to the Patient Safety Panel or escalating as required.
Participate in an on-call rota as the company duty manager, providing a single point of contact for staff and external partners to report urgent issues or escalate concerns.
Promote a supportive, fair and open culture that encourages and enables all parts of the workforce to meet required performance standards.
Support high standards of human resources practice.
Promote the vision, values and goals of the organisation.
Promote a positive organisational image.
Ensure effective communications with the ambulance operations and operations support teams, utilising a variety of media.
Provide leadership cross cover for the Event Operations team in the absence of the Event Operations Manager.
Quality and Governance
Responsible for maintaining compliance with regulatory standards within ambulance operations.
Provide assurance to the Patient Safety and Quality Group and Operations Delivery Group on matters relating to patient safety, quality and service delivery.
To utilise systems throughout the organisation to provide safe and reliable care for its patients across ambulance operations.
To support the safe delivery of appropriate standards of operational service delivery and clinical care across ambulance operations.
To utilise systems to monitor effective service delivery and compliance across ambulance operations.
In conjunction with the Medicines Lead and nominated Pharmacist, provide oversight of medicines governance.
Contribute to the review and development of policy and procedures.
Participate in service development activity.
Health, Safety and Risk Management
Maintain good corporate governance arrangements including health and safety and risk management.
Contribute to the reduction of risk to patients, staff and the organisation from operational activities through risk management, complaint resolution and incident investigation, ensuring that the organisation learns lessons from experience.
Responsible for health and safety of the ambulance operations workforce.
Contract, Relationship and Financial Management
Responsible for operational service delivery against the expected standards within the contract specification.
Monitor contract compliance against predetermined key performance or quality indicators.
Report internally and externally on contract performance and compliance as required.
Maintain effective and active relationships with key customers, acting as a key customer contact point.
In partnership with or on behalf of, the Head of Clinical Operations and the Executive Leadership Team, liaise with other health care providers, health care organisations, customers and commissioners to facilitate effective and safe service delivery.
Monitor operational budgets and ensure effective and efficient use of company funds and resources.
Equality and Diversity
Demonstrate an understanding of and commitment to the principles of equal opportunities, equality and diversity, and wherever possible, promote measures which enhance equality in the provision of services.
Confidentiality
Maintain confidentiality in relation to personal data held for colleagues and patients, ensuring it is processed lawfully; for no purpose other than for which it was obtained; is relevant to that purpose; is retained for no longer than is necessary; is processed in accordance with the rights of the subject to access and accuracy; and is protected from accidental loss or damage in accordance with the requirements of the Data Protection Act 1998 and ECS policy.
Safeguarding
Additional
To perform any other duties commensurate with these responsibilities, the grade of the post and skill and qualifications of the post-holder.
The post holder will ensure all activities are in line with the organisations Care Quality Commission related policies and procedures, making sure standards are met and improved where possible.
The post will be expected to be uniformed to perform certain elements of the role.
To meet service demand, the post-holder will be expected to be flexible and may be required to work at evenings or weekends.
Job description
Job responsibilities
Leadership & Management
Act as a role model and be an exemplar for the ECS values.
In partnership with the Clinical Team Leaders, Local Operations Managers and Practice Educators provide strong operational leadership across the ambulance operations and operations support teams.
Responsible for line management of Clinical Team Leaders, such as but not limited to, work allocation, performance reviews, sickness reviews and appraisals.
Responsible for effective delivery of ambulance operations including but not exclusively, workforce, scheduling, dispatch.
In partnership with the People & Compliance Team, hold responsibility for the administrative compliance of staff within the ambulance operations team.
Assist in inducting new team members including direct supervision, on-boarding support and sign off process.
Undertake and support investigations as required, reporting to the Patient Safety Panel or escalating as required.
Participate in an on-call rota as the company duty manager, providing a single point of contact for staff and external partners to report urgent issues or escalate concerns.
Promote a supportive, fair and open culture that encourages and enables all parts of the workforce to meet required performance standards.
Support high standards of human resources practice.
Promote the vision, values and goals of the organisation.
Promote a positive organisational image.
Ensure effective communications with the ambulance operations and operations support teams, utilising a variety of media.
Provide leadership cross cover for the Event Operations team in the absence of the Event Operations Manager.
Quality and Governance
Responsible for maintaining compliance with regulatory standards within ambulance operations.
Provide assurance to the Patient Safety and Quality Group and Operations Delivery Group on matters relating to patient safety, quality and service delivery.
To utilise systems throughout the organisation to provide safe and reliable care for its patients across ambulance operations.
To support the safe delivery of appropriate standards of operational service delivery and clinical care across ambulance operations.
To utilise systems to monitor effective service delivery and compliance across ambulance operations.
In conjunction with the Medicines Lead and nominated Pharmacist, provide oversight of medicines governance.
Contribute to the review and development of policy and procedures.
Participate in service development activity.
Health, Safety and Risk Management
Maintain good corporate governance arrangements including health and safety and risk management.
Contribute to the reduction of risk to patients, staff and the organisation from operational activities through risk management, complaint resolution and incident investigation, ensuring that the organisation learns lessons from experience.
Responsible for health and safety of the ambulance operations workforce.
Contract, Relationship and Financial Management
Responsible for operational service delivery against the expected standards within the contract specification.
Monitor contract compliance against predetermined key performance or quality indicators.
Report internally and externally on contract performance and compliance as required.
Maintain effective and active relationships with key customers, acting as a key customer contact point.
In partnership with or on behalf of, the Head of Clinical Operations and the Executive Leadership Team, liaise with other health care providers, health care organisations, customers and commissioners to facilitate effective and safe service delivery.
Monitor operational budgets and ensure effective and efficient use of company funds and resources.
Equality and Diversity
Demonstrate an understanding of and commitment to the principles of equal opportunities, equality and diversity, and wherever possible, promote measures which enhance equality in the provision of services.
Confidentiality
Maintain confidentiality in relation to personal data held for colleagues and patients, ensuring it is processed lawfully; for no purpose other than for which it was obtained; is relevant to that purpose; is retained for no longer than is necessary; is processed in accordance with the rights of the subject to access and accuracy; and is protected from accidental loss or damage in accordance with the requirements of the Data Protection Act 1998 and ECS policy.
Safeguarding
Additional
To perform any other duties commensurate with these responsibilities, the grade of the post and skill and qualifications of the post-holder.
The post holder will ensure all activities are in line with the organisations Care Quality Commission related policies and procedures, making sure standards are met and improved where possible.
The post will be expected to be uniformed to perform certain elements of the role.
To meet service demand, the post-holder will be expected to be flexible and may be required to work at evenings or weekends.
Person Specification
Qualifications
Essential
- Proven track record in successful operations management (minimum 2 years)
- Management qualification or current relevant experience
- Commitment to personal/professional development
Desirable
- Business, finance or administrative qualification
- Degree or other higher education equivalent
Additional Criteria
Essential
- Flexible with regards to hours of work
- Able to work a full range of shifts including out of hours on call rota
- Enhanced DBS Clearance
Aptitudes and Attributes
Essential
- Physically fit and able to undertake the physical aspects of the role
- Demonstrate excellent interpersonal communication and social skills and exemplary inter-professional working
- Demonstrate ability to work on own initiative and react to dynamic changes
- Potential and willingness for personal change with the ability and commitment to learn new skills
- Ability to prioritise workload and act under pressure
Experience
Essential
- Excellent customer service skills and ability to deal with enquiries, queries and complaints
- Experience of employee management including appraisal/PDR and disciplinary process
- Proven experience and ability in managing operational performance with tight financial constraints demonstrating effective budget management
- Experience of developing staff through Continuous Professional Development and coaching
- Strategic capability and problem-solving skills
- Currency in frontline ambulance operations, ideally within or on behalf of, an NHS Trust
- Understanding of the pre-hospital and major trauma networks, including ambulance service operations
- Demonstrate good knowledge of the professional clinical guidelines and codes of conduct appropriate to this role
- Strong commitment to high standards of service delivery and customer care
Desirable
- Experience of managing business budgets, finances and costings
- Experience of management within an ambulance operations environment
Person Specification
Qualifications
Essential
- Proven track record in successful operations management (minimum 2 years)
- Management qualification or current relevant experience
- Commitment to personal/professional development
Desirable
- Business, finance or administrative qualification
- Degree or other higher education equivalent
Additional Criteria
Essential
- Flexible with regards to hours of work
- Able to work a full range of shifts including out of hours on call rota
- Enhanced DBS Clearance
Aptitudes and Attributes
Essential
- Physically fit and able to undertake the physical aspects of the role
- Demonstrate excellent interpersonal communication and social skills and exemplary inter-professional working
- Demonstrate ability to work on own initiative and react to dynamic changes
- Potential and willingness for personal change with the ability and commitment to learn new skills
- Ability to prioritise workload and act under pressure
Experience
Essential
- Excellent customer service skills and ability to deal with enquiries, queries and complaints
- Experience of employee management including appraisal/PDR and disciplinary process
- Proven experience and ability in managing operational performance with tight financial constraints demonstrating effective budget management
- Experience of developing staff through Continuous Professional Development and coaching
- Strategic capability and problem-solving skills
- Currency in frontline ambulance operations, ideally within or on behalf of, an NHS Trust
- Understanding of the pre-hospital and major trauma networks, including ambulance service operations
- Demonstrate good knowledge of the professional clinical guidelines and codes of conduct appropriate to this role
- Strong commitment to high standards of service delivery and customer care
Desirable
- Experience of managing business budgets, finances and costings
- Experience of management within an ambulance operations environment
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.
