Head of Service for IUCS/Primary care

Job description

Job responsibilities

Job Summary

The post holder will have operational responsibility for the Integrated Urgent Care Services (IUCS)across NEMS to ensure operational performance targets including; access, workforce and service improvement are achieved. This involves delivery of all operational targets, ensuring services are provided within the agreed levels of activity, standards of performance, safety, quality and budget.

The post holder will work closely with the wider NEMS leadership team and provide direct support to the ICUS Operational Service Manager and leadership team to drive delivery of key service requirements.

Specifically, the post holder will be responsible for providing senior operational business management, leading on and delivering success across a number of key programmes within NEMS, these programmes are essential in ensuring NEMS can deliver its key performance indicators against its core objectives, this will include a range of areas including productivity and efficiency, workforce and service development.

Key Relationships

Internal:

Director of Operations

Deputy Director of Operations

Medical Director/ Deputy Medical Director

IUCS Leadership team

Head of Digital & Performance

Head of Business Improvement

External:

ICB

Acute Trusts

System Partners

Main Duties of The Job:

Flexibility

The post holder will need to be flexible in working across sites and will need to contribute to the tactical (silver) on call rota.

Operational Management

Reporting to the Deputy Director of Operations, you will be a key and integral member of the management team.

Responsible for the day-to-day operational delivery of the IUCS services, responsible for ensuring where performance standards are off track that the drivers are understood and improvement plans are developed, implemented and evaluated to meet service expectations.

Provide a professional, senior management contribution across NEMS, working in partnership with Clinical teams and others to deliver cost efficient, high quality and responsive services.

Drive, through engagement and collaboration with Clinical and Operational leads to identify operational improvement opportunities

You will have the autonomy to generate ideas in improving all services

Review and report operational performance against key performance indicators

Drive performance recovery plans ensuring clear roles and responsibilities and accountability for improvement actions.

Working with internal and external experts develop and deliver a capacity and demand assessment to support and drive current actions and inform future requirements.

Lead service recovery meetings.

Support Head of Digital to exploit the NEMS data operations capability

Work with the Business Improvement team to maximise development and future business opportunities.

Develop financial efficiency programme for IUCS to support future develop opportunities

Actively engage in partnership collaborations

Leadership

Line management of the Operational Service Managers for IUCS and Call Handling and the Transport Manager

Provide visible leadership so that all staff in the service are engaged and motivated to provide safe and effective patient care.

Coach and mentor the Operational Service Managers for IUCS, fostering a culture of continuous improvement and professional growth.

To foster a culture that promotes openness and where people have the confidence to speak up, ensuring that communication mechanisms within the service are operating effectively

To foster a climate of innovation and improvement encouraging staff to identify opportunities for improvement.

Ensure teams have clear roles and responsibilities and clear directions and permission to act are empowered to be the best version of themselves, ensuring regular talent conversations to enable future career progression

Business Transformation Responsibilities

Working with senior leadership colleagues, develop and implement comprehensive transformation plans to support IUCS service improvement and sustainability.

Work closely with our Business Improvement team to ensure robust project management and clear benefits realisation.

Actively engage and collaborate with Clinical and Operational teams to identify and prioritise business improvement opportunities.

Track, measure, and analyse business improvement and efficiency metrics using Key Performance Indicators (KPIs) to ensure measurable outcomes.

STANDARD ROLE DIMENSIONS:

Qualifying factors

Flexibility

This role profile is intended to provide a broad outline of the main responsibilities only. The post holder will need to be flexible in developing the role and in initial and on-going discussions with the Director of Operations.

Confidentiality

Under the Data Protection Act 1998, the post holder must maintain the confidentiality of information about all stakeholders. The work is of a confidential nature and information gained must not be communicated to other persons except in the recognized course of duty. Unauthorised disclosure of confidential information will result in disciplinary action and may lead to your dismissal.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to all stakeholders and organisations. All such information from any source is to be regarded as strictly confidential.

Information relating to stakeholders may only be divulged to authorised persons in accordance with NEMS CBS policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with NEMS CBS procedures and policies, and current legislation.

Respecting the privacy, dignity, needs and beliefs of stakeholders.

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

Health & Safety

Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) to ensure that the agreed procedures are carried out to maintain a safe environment for patients, visitors and staff.

Environment

The post holder will support the impact on the environment and be vigilant and pro-active in ensuring they adhere to the management strategy i.e., recycling, waste management, use of vehicles etc.

Rehabilitation of Offenders Act

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.

Job descriptions are not designed to be all-inclusive although they will, as far as practicable, be a reasonably accurate and understandable specification of duties. The nature of our business demands a flexible approach in order to provide services to our stakeholders. The job title and job description may be amended by the employer and you may be required to carry out additional or other duties as may be reasonably required.

Person Specification

Experience

Essential

• Significant, proven experience in operational management roles, preferably within the NHS or social care commissioned services.
• Experience with service planning and management
• Strong experience with problem-solving.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Data-Driven Decision-Making

Desirable

• Experience in urgent primary care services particularly out of hours GP/ Nurse and telephony services.
• Good knowledge and understanding of Adastra systems and processes.
• Strong understanding of out of hours patient pathways and Directory of services.
• Experience leading teams in complex and challenging services to deliver improvement and development against key performance standards.
• Experience in developing teams to meet shared goals

Behaviours and values

Essential

• Visible
• Self-motivated
• Willing to learn new skills
• Aware of the impact of own behaviour on others.
• Challenges bias, prejudice and intolerance if appropriate or brings to the attention of a manager.
• Empowered and able to deliver.
• Maintains the highest standard of integrity in all interactions.
• Supports and challenges others in maintaining a healthy, safe and pleasant work environment.
• Works in a way that complies with legislation and organisational policy on health, safety and risk management.
• Driven by the needs of workforce priorities, patients and service users.
• Proven ability to form and develop effective relationships with internal staff.
• Personal values aligned to NEMS core values
• Strong influencer of operational direction

Desirable

• Genuine passion for the delivery of excellent patient health care.

Qualifications

Essential

• Degree or Post Graduate or equivalent qualifications or experience

Desirable

• Project or Programme Management Qualifications

Skills/Abilities/Knowledge

Essential

• Microsoft Excel proficiency and knowledge of other IT systems relevant to the role
• Excellent oral & written communication
• Analyse information and provide solutions.
• Strong analytical skills
• Organise self and others.
• Ability to act upon own initiative.
• Excellent time management skills
• Leadership, supervision and staff motivation

Additional

Essential

• Flexible and able to work across sites

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

NEMS Community Benefit Services Ltd

Address

NEMS

Platform One, Forward House

Station Street

Nottingham

NG2 3AJ

United Kingdom

Employer's website

https://nemscbs.net/