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Quality and Performance Operational Lead

Northern Care Alliance NHS Foundation Trust
£43,742 to £50,056 per annum
Closing date
12 Jul 2024

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Other Health Profession
Band 7
Contract Type
Full Time
An exciting opportunity has arisen for a Quality and Performance Operational Lead.

To develop, maintain and lead on quality and performance across Patient Access and Administration. Lead on quality Improvement and support service re-design projects and programmes across the PAA footprint.

Take responsibility for performance management of the PAA services including Pathway Coordinators, RTT Validation, Data Quality, Independent Sector and Training.

Support the Single Service SLA and SoPs by developing strategies to ensure key performance targets are delivered across PAA.

To support in the delivery of improvement programmes and projects across PAA.

Main duties of the job

Lead on Quality Improvement and service re-design projects and programmes.

To support in the delivery of change plans from improvement programmes and projects linked to the PAA single service resulting in sustainable daily business and realise financial and qualitative benefits.

To lead on high quality training for all staff across PAA.

Ensuring Trust systems hold high quality administrative and clinical patient data by running routine checks and reports to identify errors and inconsistencies and providing feedback on problem areas.

Responsible for the escalation of any potential issues/ problems in relation to RTT weeks to their line manager or relevant operational managers. They will undertake validation of patient pathways, in relation to the admitted and non-admitted performance.

In conjunction with the RTT & PWC Team Leader, work with operational managers to forecast potential problems and identify appropriate solutions to these.

To undertake regular training on systems and process as well as keeping up-to date on all relevant Trust policies and procedures, ensuring they are competent and capable of completing their duties, highlighting to line management where they may need additional support.

Manage and lead operational teams across Patient Access and Administration.

About us

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care , appreciate and inspire - to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.

Job description

Job responsibilities

Establish and maintain strong relationships with the services, peers and staff.

To advocate and demonstrate the kindness at work initiative with peers and staff.

Utilise extremely effective negotiation, facilitation and persuasion skills to enable change, overcome challenges and drive operational excellence within a context of ambiguity and dynamic change.

Develop internal and external facing processes that enable effective communication across each of the services and support effective communication across the NCA.

To work closely with PAA Business Manager and respective Senior Responsible Owners for programmes of change linked to the PAA quality and improvement, record achievement of outcomes and realisation of benefits.

Responsible for the communication and engagement of change that impacts staff at all levels within PAA services.

Communicate complex and sensitive information and manage difficult conversations effectively, using evidence based data to drive positive outcomes.

To ensure a timely auditable team brief cascade to PAA SMT on updates from operational areas.

Develop strong relationships with colleagues across the NCA services divisions,and sharing good practice and knowledge and work collaboratively to enhance services.

Communicate and respond effectively both internally and externally to the organisation on service issues and risks, escalating accordingly.

Demonstrate and evidence effective and appropriate communication and engagement with staff and staff side representatives encouraging involvement and empowerment.

Review and scrutinise available data and information to fully understand capacity and demand within the specialties, ensure effectiveness of service delivery and predict and plan for growth and development.

Analyse and interpret data and information to provide an evidence base to

determine the future state of the service.

Analyse and appropriately challenge patient outcomes, surveys and other relevant data sources, with department colleagues, to identify issues and deliver improvements to patient care.

Apply excellent judgement skills to complex situations such as complaint management and disciplinary cases to effectively seek resolutions, shared learning and positive outcomes.

To be a Trust wide expert in applying both national and local RTT and elective policies to the patient system/s, validating patient pathways and providing specialist RTT elective training to a wide range of roles and departments across the Trust.

To be responsible for the RTT work programme, ensuring all appropriate patient pathways are validated accurately and in a timely manner, contributing to the delivery of the national targets and delivery of corporate priorities.

Support the Elective RTT Manager with the creation of performance trajectories and the monitoring of trust performance against the Elective Access standards and the key milestones of the elective recovery targets.

Utilise data to create a reliable evidence base to identify, define and track the benefits and outcomes required of the PAA Quality and Performance team.

Analyse a wide variety of complex data from multiple sources, scrutinise and interpret results to enable the effective management and delivery of services, performance monitoring and ensuring effective allocation of resources across the services.

To plan and prioritise own work, including appropriate delegation of tasks across the team, to ensure effective support to all areas and delivery of key objectives.

Demonstrate advanced time management skills in an unpredictable environment to prioritise unplanned demands against planned activity.

To work closely with PAAS/SCO and local commissioning groups in the development and improvement of services.

Accountable for the regular monitoring and review of activity plans and adjust where applicable in response to changes in national policy guidance and negotiation with PAAS/SCO.

Determine ambitious but achievable service and individual objectives that are clearly aligned to the NCA priorities, where the contribution of each objective can be demonstrated in the wider context through the identification of the golden thread through the levels and that the performance of these objectives are regularly monitored and managed.

Consistently monitor progress against key milestones on both business and disaggregation programmes to ensure delivery of expected benefits, taking action to resolve issues and escalate accordingly.

Responsible for monitoring performance targets against the Joint Working Agreements (JWAs) to identify the need to apply quality improvement techniques when these are failing.

Support the project/programme teams by providing assistance in the quantification and phasing of financial and non-financial benefits, with appropriate recording of savings.

Ensure that the delivery of project/programme savings are robustly tracked during the implementation phase.

Ensure the principles of good project and change management are deployed including attention to development of change teams, development of clear project plans and documentation of associated, milestones, issues, risks and achievements.

Ensure the deployment of the NCA Improvement methods in the delivery of change

Person Specification



  • Professional Management qualification e.g. Degree, Post Graduate Diploma or evidence of equivalent operational management experience as described within the job specification.
  • PRINCE 2 or PM qualification


  • Training/Teaching Qualification



  • Able to work with data to create reports, comprehensive trajectories and forecasts and deliver analysis of complex information in a straightforward and meaningful way to a variety of staff levels
  • Excellent written communication skills - experience of writing briefing papers and documents for a senior audience
  • Proven track record of building and maintaining relationships across different NCA services at all levels
  • Excellent negotiating skills, interpersonal fluency, comfort with ambiguity, dynamic prioritisation
  • Background and understanding of Patient Access operational capabilities



  • Comprehensive knowledge of project management principles and methodologies
  • In-depth knowledge of National RTT rules, Access targets and other related policies / national guidance and demonstrable understanding of current NHS issues.



  • Experience of leading change management programmes and projects

Employer details

Employer name

Northern Care Alliance NHS Foundation Trust



Stott Lane



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