Service Manager

Job description

Job responsibilities

KEY RESPONSIBILITIES

On-call rotation during evenings and weekends.

Coordinate site inductions, interview logistics, and on-call guidance documentation to support smooth staffing and onboarding processes.

Act as a lead for communication between hub, practices, Federation and external stakeholders.

Monitor fairness and the provision of appointments across B&D practices.

Provide internal quality reports e.g., equity of access across practices to the appointments and utilisation of new services.

Ensure service requirements of the Primary Care Network Directed Enhanced Services are met.

Where possible, support in arranging cover for sessions where staff are no longer available at the last minute.

Managing ongoing maintenance of hub clinical systems.

Manage complaints received that relate to all services and liaise with clinical lead where appropriate.

Arrange and manage access for staff to the hubs clinical system, including smartcard access and assigning appropriate prescribing codes/roles.

Lead on documenting significant events for all services and liaise with clinical lead where appropriate.

Oversee the ordering, checking, delivery and maintenance of stock levels for all clinics, ensuring adequate supplies are available for service delivery.

Maintain and regularly update clinical and operational audit logs, including logs for referrals, investigations, discharge summaries and PSQ data.

Monitor and manage appointment slots, block booking schedules, and ensure timely updates for all relevant service areas.

Support the coordination and monitoring of weekly clinic performance, including updating clinic statistics and reporting on service activity.

Ensure payroll tasks for HCA, Nurse, ANP, GP and administrative staff are completed accurately and submitted on time.

Maintain and review logs related to emergency bookings, inappropriate use, call handler queries, and safeguarding matters such as child protection concerns.

Lead or support the preparation and documentation of team and service meetings, including setting agendas, recording minutes, and tracking actions.

Ensure regular reviews and updates of service policies, procedures, and EMIS templates in line with current operational needs and clinical guidance.

Liaise with clinical leads and service managers to manage feedback, update and respond to operational queries as needed.

Support the delivery and oversight of specialist clinics (e.g. Spirometry, Family Planning, Proctoscopy, LD/SMI events), including managing bookings, staffing and reporting.

Provide comprehensive support for services delivered at pop-up events, including ensuring all necessary equipment is available, coordinating the setup process, leading staff briefings and offering end-to-end support from start to finish.

Person Specification

Experience

Essential

• Experience of working on core clinical systems e.g. - EMIS
• Experience of working in primary care.
• Direct management of hub staff and teams.
• Working in a multi-disciplinary setting where influence and negotiation is required.
• An understanding of working with confidential information and compliance with service user confidentiality.
• Data capture reporting and monitoring of performance.
• Overseeing data bases, IT systems and software solutions.
• Ability to work effectively under pressure.

Desirable

• Knowledge/familiarity with medical terminology.
• Knowledge of GDPR (confidentiality and use of data).
• Experience working via Zoom.

Skills & Attributes

Essential

• Computer literacy and effective and safe use of information technology.
• Good interpersonal and communication skills.
• Analytical skills.
• Manage projects, research and audits.
• Negotiation and influencing skills.
• Evidence of ability to grasp new concepts with drive and enthusiasm.
• High standards of professionalism and honesty.
• Strong problem-solving skills.
• Excellent prioritisation skills.
• Exceptional time management skills.
• Must have a driving license and access to your own vehicle.
• Adaptability proven to adjust quickly and effectively to changing priorities. Can demonstrate flexibility in responding to challenges and embracing new approaches.

Desirable

• Awareness and understanding of the NHS environment, eg Primary Care.
• Knowledge of human resources e.g.
• employment law, recruitment, appraisals.

Qualifications

Essential

• Qualified to degree level or equivalent experience.
• Intermediate level office software programmes (e.g Microsoft Office).

Desirable

• Project Management qualification.

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

Together First CIC Barking and Dagenham GP Federation

Address

Althorne Way

Dagenham

Essex

RM10 7DF