We are looking for an energetic, passionate and well-motivated individual with excellent organisational and interpersonal skills to join the Urgent care CSU Management Team as a Service Manager, managing multiple specialties.

Applicants should have experience of patient administration, staff management and service improvement. Experience of working in an acute setting will be desirable. The successful candidate will be able to lead and motivate staff to work in new ways and should be able to identify opportunities for improvement and implement change accordingly. You must be enthused about providing a quality service to patients who access the Emergency Care services and should be able to ensure that our services work in support of the delivery of wider organisational objectives. In return, you will become part of a motivated and expert team. You will gain opportunities to enhance your management skills, participate in complex business planning and develop a set of skills that will ensure you are well prepared for future opportunities that may arise.

Main duties of the job

The Service Manager role is a key member of our Urgent Care Management Team who will manage a complex programme of interdependent projects across more than one speciality to ensure development of financially affordable solutions to capacity and quality constraints in Urgent Care CSU, based at both sites. This will enable the development, delivery and maintenance of all access targets ensuring clinical pathways are as efficient and effective as possible for our patients. Working in partnership with clinical staff, commissioners, managers and users, the post holder will lead the redesign of services and business processes and be responsible for facilitating the involvement of all stakeholders to ensure timescales are met and service benefits realised.

We believe that robust business management and quality improvement are essential to underpinning excellent and efficient clinical care and are looking to recruit someone who shares this value.

This is an excellent opportunity for a manager wishing to further his/her career development and to gain experience in a fast paced and diverse environment.

About us

The Urgent Care CSU covers Adult Emergency Department at the St James Hospital and one at the Leeds General Infirmary, a pediatric Emergency Department at the LGI, Acute Medicine Services and Primary Care Access Line services. We employ over 800 staff and last year we have seen over 230000 patients in our emergency departments.

We are proud to be part of one of the largest teaching hospitals in the country, Leeds Teaching Hospitals NHS Trust. We work closely with Leeds Community Trust and primary care in Leeds, our commissioners and other City partners. We believe that collaboration with partners is key to the delivery of outstanding patient centered care.

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Job description

Job responsibilities

Working closely with the General manager, the Service Manager will manage a complex programme of interdependent projects across more than one speciality to ensure development of financially affordable solutions to capacity and quality constraints in Urgent Care CSU, based at St James Hospital and Leeds General Infirmary. This will enable the development, delivery, and maintenance of all access standards, managing demand & capacity and continuously driving improvement. Working in partnership with clinical staff, commissioners, managers and users, the post holder will lead the redesign of services and business processes and be responsible for facilitating the involvement of all stakeholders to ensure timescales are met and service benefits realised. The Service Manager will ensure that robust financial management systems are in place to help achieve ensure efficient use of resources. Specifically the post holder will line manage the Clinical Service Unit Business Manager, ensuring that operational and access targets are met, and take the lead in developing effective business processes and systems within the Urgent Care CSU to enable the sustained delivery of key operational targets.

Organisation Chart

Knowledge, Skills and Experience Required

Please see the Person Specification below.

Core Values

Commitment to ensuring the delivery of high quality evidence based care

Professional image and positive approach to problem solving.

Maintain positive working relationships with others

Commitment to own personal and professional development and the development of others within the team.

Honest and fair minded with a positive attitude to change.

Willingness and ability to travel around and between Trust sites, and to key stakeholders.

Promotes a culture of equality, mutual respect, and diversity

Is regarded as having integrity and trusted by others

Core Behaviours and Skills

Ability to work under significant and sustained pressure and to highly demanding and often conflicting timescales.

Ability to maintain systems for keeping abreast of changes in the NHS and their impact on Urgent Care CSU

Commitment to team working with the ability to take personal responsibility for difficult decision making

Ability to monitor, maintain and improve service delivery

Awareness of strategic direction and ensure local business plans take account of the overall direction of the Trust

Ability to communicate and network effectively, negotiate and influence others taking into account the multi-professional and organisational cultures

Highly developed communication skills to enable the development of workforce and capacity planning and ensure that departmental business plans and continually changing service plans and schedules are updated to meet service needs

Ability to produce a range of documents to varying audiences, both internal and external to the Trust some of which is of a confidential, sensitive or contentious nature

Possess change management skills to include service reconfiguration

Ability to establish processes and systems within Urgent Care CSU to develop and monitor financial and business plans across specialist services working collaboratively with other Clinical Service Units

Core Knowledge and Understanding

Demonstrates an understanding of both the NHS culture and of the cultures of the different health professional groups

Sound understanding of the NHS modernisation agenda to include priorities from the NHS England, Department of Health, Healthcare Commission, National, Local and Trust Targets

Work within the Trusts Standing Orders and Standing Financial Instructions and Clinical Governance arrangements

Work within the Trusts Capital and Corporate Planning procedures

Understanding and experience of effective information analysis, data interpretation and presentation, and software applications essential for communicating business, finance and workforce plans

Good sound knowledge and understanding of writing comprehensive business cases

Work within the Trusts HR guidance and toolkits for HR processes to include workforce planning, recruitment and selection, honorary contracts

Understanding of Trust Policies and Procedures eg HR/Risk Management/Clinical Governance

Understanding of Commissioning, contracting and service agreements to include Aligned Incentive Contract

Understand and help delivery of the Urgent Care CSU waste reduction target

Understanding of management and operational arrangements in the Trust

Key Responsibilities

1. Business Delivery and Operational Service Delivery

To lead on the delivery of operational service targets within the Urgent Care CSU to ensure that income is maximised and targets achieved.

To line manage the Urgent Care CSU Business Manager where appropriate, and have overall accountability for the performance of the patient administration function, ensuring services are managed within agreed budgets.

To ensure the development of effective business systems and procedures within the Urgent care CSU

To ensure that robust activity and financial management systems are in place to maintain business continuity during the planning and commissioning of the service plans.

To monitor contract activity and ensure that systems are in place to deliver planned contract activity.

To ensure that appropriate risk management strategies are developed and that the Urgent Care CSU risk register is updated regularly to reflect the current issues facing the service.

Delegated budget holder.

To be involved in budget setting for services.

To create, collate, interpret, analyse, data to turn it into useful information to enable Urgent Care CSU to monitor and control performance and quality along with changes in financial and activity modelling. This includes the use of formulae.

Participate and deliver quality assurance checks and visits within the clinical environment e.g. wards, outpatients etc. with matrons to review the environment, equipment and ensure it meets the necessary standards.

Participate in quality assurance of facilities for example, when commissioning / relocating services, to ensure that the facilities comply with national guidelines and legislation.

2. Service Development

To take lead responsibility for developing a robust project management framework to support the delivery of service change, including the preparation of a detailed project plan, key outcomes, deliverables and timescales.

To ensure that the project is delivered within the available resources and to the agreed timescales, providing regular highlight reports to the Urgent Care CSU triumvirate management team.

To play a leading role in the primary planning group ensuring that the work of various sub groups are on track, that the project as a whole is coordinated and that significant issues/problems are raised in a timely manner, enabling early remedial action if required through the development of options and recommendations to mitigate risk.

To propose changes to processes, procedures and patient pathways. To lead on developing new processes and procedures, supporting development of clinical protocols and models of delivery at a regional level.

To identify areas of improvement within the service and lead on the development of required changes to impact on access, quality, performance and finance. Sometimes these service developments may have a national profile

To be involved in the development and creation of policies, some of which may impact on other Regional organisations and Units, District General Hospitals etc.

To Implement and performance manage adherence to Trust and departmental / service policies.

To ensure active engagement and ownership of key stakeholders in the project, liaising with key professions including clinicians, managers, nursing, service users and planners.

To act as a change agent, consulting with all involved parties, gaining agreement and approval for new ways of working. Ensure new patterns of work are monitored and evaluated.

To establish and maintain an effective communications strategy, to ensure that all stakeholders are fully informed.

To take the lead on the development of revised finance and activity plans, working closely with clinical and finance colleagues to identify the costs of the agreed packages of care , and a revised pricing structure.

To represent the Trust in discussion with commissioners about revised packages of care, in line with the Aligned Incentive Contract

To work with the service heads to develop business cases for equipment or staffing bids required as part of the centralisation.

To develop a marketing strategy for the new unit.

To ensure training and induction packages are in place for all staff groups.

3. General Management

To deputise as appropriate for the General Manager

To attend and contribute as a key member at the Urgent Care CSU Management Team meetings

Investigate complex complaints in line with the Trusts Complaints Procedure and ensure that all complaints are used positively to improve service deficiencies.

4. Research/Audit Activity

To contribute to staff surveys, Urgent Care CSU patient experience surveys etc to identify areas of improvement.

To regularly conduct audits such as secretarial audits, outpatient follow ups, re-admissions, monthly key performance indicators length of stay, theatre utilisation, delayed discharges

Support the set up of clinical trials, work with clinical and research teams to monitor the recruitment of patients and ensure the business process that co-ordinates the R& D programmes are effective.

Person Specification

Qualifications

Essential

• Graduate level qualification
• Study at Masters level or the equivalent in relevant experience.
• Understanding of the Health and Social care management environment and roles and responsibilities within it.
• Performance management methodology

Desirable

• Management Qualification
• Masters degree in a relevant subject

Any attachments will be accessible after you click to apply.

C9298-URG-0066