Job summary
Greater Peterborough Network is seeking a Service Manager to join the Operations Team, to oversee the running of our expanding Unplanned Care services. We are a dynamic and progressive team known for our innovative approach and can-do attitude, managing the following key services: Virtual Wards, Urgent Wrap Around Care and Call Before You Convey (CB4C).
Our Urgent Wrap Around Care service delivers enhanced at-home support and interventions for acutely unwell patients, helping to prevent hospital admissions. Meanwhile, Virtual Ward provides an alternative to hospital stays, allowing patients who are unwell to be managed safely at home. CB4C provides advice, guidance and clinical intervention to avoid patient conveyance to hospital used widely by the ambulance service.
The successful candidate will proactively manage the efficient day-to-day running of these services, overseeing staffing and clinical capacity. You will work closely with the Clinical team, as well as other service providers, making sure that appropriate support is made available to patients. You will manage our team of Service Coordinators, providing support, guidance & regular supervision.
The postholder will work with a diverse range of people from different cultural & social backgrounds. The ability to work confidently and effectively in a varied, and sometimes challenging environment is essential.
As this is an evolving role, we are looking for applicants with a flexible attitude, keen to work and learn
Main duties of the job
- Manage the operational delivery of our unplanned care services, ensuring the provision of high quality, safe and effective patient care.
- Build and amend staff rotas, visiting ledgers and visiting lists, giving consideration to adequate cover and clinical skill mix.
- Support with providing data needed to demonstrate service performance.
- Work collaboratively as a key member of the team, promote a positive working culture, encouraging staff participation and involvement in developing and improving the service.
- Line management of the Service Coordinator Team provide support, guidance and supervision.
- Onboarding of new starters
- Attendance at internal and external meetings, including annual events, e.g. AGM, representing unplanned care service.
- Collaborative working with GPNs data and performance team.
- Incident reporting and investigation
- Processing/sign off of pay roll submissions/invoices/expenses
- Supporting with audits
- Dealing with escalated queries from patients / family members
- Report any issues/ incidents/complaints/escalations to the Operations Manage
Other responsibilities include, but are not limited to:- To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role
About us
Our vision:
- To provide the patients of Greater Peterborough with high quality, sustainable healthcare that supports them to
- stay well and at home for as long as possible.
- We are an ambitious at scale primary care organisation with a passion for integration and innovation.
We provide:
- Enhanced evening and weekend access to General Practice.
- Deliver at scale services to improve the health and wellbeing of the populations we serve.
- Home visiting and community services
- Virtual ward services.
- Advice to ambulance crews to help patients remain at home or to see the most appropriate secondary care team.
- Recruitment, induction and support of workforce through a team dedicated to supporting Primary Care Networks and hosting
- of the Cambridgeshire & Peterborough Training Hub.
Our principles
- To attract innovation and investment into primary care.
- To be dynamic always seeking out new opportunities.
- To be the primary care provider at scale -supporting delivery of services at place level that benefits our patients and members.
- To engage our clinical community identifying local clinical leaders to drive service redesign and delivery across our place.
- To face challenges head on, working collaboratively to deliver solutions.
Job description
Job responsibilities
As this is an evolving role, we are looking for applicants with a flexible attitude, keen to work and learn as part of a team, good working relationships and the ability to multitask are essential to this role. You'll demonstrate excellent organisational and communication skills, have a strong working knowledge of Office 365 programs and general IT. Be able to exercise initiative and demonstrate consistently high standards of professionalism, always aware of the need for confidentiality and integrity.
This is a fantastic opportunity to make your mark in a successful, growing healthcare organisation that is committed to seeking new, creative and better ways to deliver and develop our services.
Job description
Job responsibilities
As this is an evolving role, we are looking for applicants with a flexible attitude, keen to work and learn as part of a team, good working relationships and the ability to multitask are essential to this role. You'll demonstrate excellent organisational and communication skills, have a strong working knowledge of Office 365 programs and general IT. Be able to exercise initiative and demonstrate consistently high standards of professionalism, always aware of the need for confidentiality and integrity.
This is a fantastic opportunity to make your mark in a successful, growing healthcare organisation that is committed to seeking new, creative and better ways to deliver and develop our services.
Person Specification
Knowledge
Essential
- Good working knowledge of:
- Excel
- Microsoft Teams
- Word
- General IT set up and systems
Desirable
- NHS specific IT system experience (SystmOne)
- Understanding of NHS Community Services
Personal Attributes & Abilities
Essential
- Positive, professional, approachable, and respectful attitude to others
- Ability to work autonomously with little direct supervision.
- Good decision-making skills with an excellent attention to detail
- Reliability
- Flexibility
Desirable
- Is able to recognise personal limitations and refer to more appropriate colleague(s) when necessary
Communication & Skills
Essential
- Excellent written and verbal communication skills.
- The ability to plan and organise own workload without direct supervision.
- Excellent inter-personal skills and the ability to communicate and work effectively with a wide range of people from different backgrounds at all levels of seniority.
- The ability to be innovative, objective as and logical in resolving problems.
- The ability to prioritise and balance a range of competing tasks to deliver to agreed timescales.
Desirable
- Experience dealing with difficult conversations / complaints.
Qualifications
Essential
- GCSE level Maths and English or equivalent
Desirable
- Management or leadership Qualification
Experience
Essential
- Experience of:
- At least 1 year in a management role or similar.
- Ability to effectively communicate and resolve issues over the phone and in-person in a professional and courteous manner.
- Coordinating and liaising with multiple stakeholders or individuals to meet specified outcomes.
- Experience of delivering supervision and appraisals with staff.
- Line management of staff, e.g. managing sickness absence, annual leave, creating and managing staff rotas.
Desirable
- Previous experience in Health and Social Care or similar Public Sector roles
- Previous experience in a management role within the NHS
Additional criteria
Essential
- Eligible to work in the UK
- A satisfactory Disclosure and Barring check (DBS)
Desirable
- Ability to start within 2 months
Person Specification
Knowledge
Essential
- Good working knowledge of:
- Excel
- Microsoft Teams
- Word
- General IT set up and systems
Desirable
- NHS specific IT system experience (SystmOne)
- Understanding of NHS Community Services
Personal Attributes & Abilities
Essential
- Positive, professional, approachable, and respectful attitude to others
- Ability to work autonomously with little direct supervision.
- Good decision-making skills with an excellent attention to detail
- Reliability
- Flexibility
Desirable
- Is able to recognise personal limitations and refer to more appropriate colleague(s) when necessary
Communication & Skills
Essential
- Excellent written and verbal communication skills.
- The ability to plan and organise own workload without direct supervision.
- Excellent inter-personal skills and the ability to communicate and work effectively with a wide range of people from different backgrounds at all levels of seniority.
- The ability to be innovative, objective as and logical in resolving problems.
- The ability to prioritise and balance a range of competing tasks to deliver to agreed timescales.
Desirable
- Experience dealing with difficult conversations / complaints.
Qualifications
Essential
- GCSE level Maths and English or equivalent
Desirable
- Management or leadership Qualification
Experience
Essential
- Experience of:
- At least 1 year in a management role or similar.
- Ability to effectively communicate and resolve issues over the phone and in-person in a professional and courteous manner.
- Coordinating and liaising with multiple stakeholders or individuals to meet specified outcomes.
- Experience of delivering supervision and appraisals with staff.
- Line management of staff, e.g. managing sickness absence, annual leave, creating and managing staff rotas.
Desirable
- Previous experience in Health and Social Care or similar Public Sector roles
- Previous experience in a management role within the NHS
Additional criteria
Essential
- Eligible to work in the UK
- A satisfactory Disclosure and Barring check (DBS)
Desirable
- Ability to start within 2 months
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.
