Head of Service for IUCS/Primary care

NEMS Community Benefit Services Ltd; Nottingham, East Midlands; On-site; GBP 65,000 - 75,000; Full time

Job summary

NEMS Community Benefit Services Ltd is seeking an experienced operations leader to oversee Integrated Urgent Care Services (IUCS) across Nottinghamshire. You will ensure delivery of performance targets, budget, and service quality while partnering with clinical leaders to drive improvement and capacity planning.

The role focuses on leading teams, optimizing workforce, and delivering cost-efficient, patient-focused urgent care. Strong leadership and NHS experience are essential for success.

Qualifications

• Significant, proven experience in operational management roles, preferably within NHS or commissioned services.
• Experience with service planning and management.
• Strong experience with problem-solving and data-driven decision making.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide senior operational business management across IUCS services.
• Lead on and deliver programmes to meet key performance indicators.
• Develop capacity and demand assessments to support actions and inform requirements.
• Lead service recovery meetings and drive improvement plans.
• Collaborate with Clinical and Operational leads to identify opportunities.
• Ensure teams have clear roles, responsibilities and accountability.

Skills

Operational management

Service planning

Data-driven decisions

Communication skills

Leadership

Urgent care knowledge

Education

Degree or postgraduate qualification

Project/Programme Management qualifications

Tools

Adastra

Microsoft Excel

Job description

The postholder 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 areprovided within the agreed levels of activity, standards of performance,safety, quality and budget.

The postholder will work closely with the wider NEMS leadership team and provide directsupport to the ICUS Operational Service Manager and leadership team to drivedelivery 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 performanceindicators against its core objectives, this will include a range of areasincluding productivity and efficiency, workforce and service development.

Main duties of the job

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 operationaldelivery of the IUCS services, responsible for ensuring where performancestandards are off track that the drivers are understood and improvement plansare developed, implemented and evaluated to meet service expectations.

Provide a professional, senior managementcontribution across NEMS, working in partnership with Clinical teams and othersto deliver cost efficient, high quality and responsive services.

Drive, through engagement and collaboration withClinical and Operational leads to identify operational improvementopportunities

You will have the autonomy to generate ideas inimproving all services

Review and report operational performance againstkey performance indicators

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

Working with internal and external expertsdevelop and deliver a capacity and demand assessment to support and drivecurrent actions and inform future requirements.

Lead service recovery meetings.

Support Head of Digital to exploit the NEMSdata operations capability

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

About us

About NEMS

NEMSCBS is a high quality, high performing; not-for-profit organisation whichdelivers integrated urgent care and urgent primary care services to over 1million patients. Responsive, adaptable and continually evolving, we have areputation for delivering locally-tailored, safe, effective and cost-efficientservices with high levels of patient satisfaction.

Weare committed to investing in our people and have an established programme oflearning and development, successfully developing our own Urgent CarePractitioners, Telephonetriage clinicians and Advanced ClinicalPractitioners.

NEMScurrently operates 3 main services: (1) Integrated Urgent Care acrossNottinghamshire serving a patient population of over 1 million, including homevisiting, remote consultation and clinical assessment services; (2) UrgentPrimary care provision located within the A&E Department at QMC, (3) A24-hour walk-in urgent primary care service adjacent to Kings Mill HospitalA&E, Mansfield.

NEMSis committed to the NHS Values (as set out in the NHS Constitution March 2023).

Job responsibilities

Job Summary

The postholder 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 areprovided within the agreed levels of activity, standards of performance,safety, quality and budget.

The postholder will work closely with the wider NEMS leadership team and provide directsupport to the ICUS Operational Service Manager and leadership team to drivedelivery 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 performanceindicators against its core objectives, this will include a range of areasincluding productivity and efficiency, workforce and service development.

Key Relationships

Internal:

Director of Operations

Deputy Director ofOperations

Medical Director/ DeputyMedical Director

IUCS Leadership team

Head of Digital &Performance

Head of BusinessImprovement

External:

ICB

Acute Trusts

System Partners

Main Dutiesof The Job:

Flexibility

The post holder will need to beflexible 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 operationaldelivery of the IUCS services, responsible for ensuring where performancestandards are off track that the drivers are understood and improvement plansare developed, implemented and evaluated to meet service expectations.

Provide a professional, senior managementcontribution across NEMS, working in partnership with Clinical teams and othersto deliver cost efficient, high quality and responsive services.

Drive, through engagement and collaboration withClinical and Operational leads to identify operational improvementopportunities

You will have the autonomy to generate ideas inimproving all services

Review and report operational performance againstkey performance indicators

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

Working with internal and external expertsdevelop and deliver a capacity and demand assessment to support and drivecurrent actions and inform future requirements.

Lead service recovery meetings.

Support Head of Digital to exploit the NEMSdata operations capability

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

Actively engage in partnership collaborations

Leadership

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

Provide visible leadership so that all staff inthe service are engaged and motivated to provide safe and effective patientcare.

Coach and mentor the Operational ServiceManagers for IUCS, fostering a culture of continuous improvement andprofessional growth.

To foster a culture that promotes openness andwhere people have the confidence to speak up, ensuring that communicationmechanisms within the service are operating effectively

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

Ensure teams have clear roles andresponsibilities and clear directions and permission to act are empowered to bethe best version of themselves, ensuring regular talent conversations toenable future career progression

Business TransformationResponsibilities

Working with senior leadership colleagues, developand implement comprehensive transformation plans to support IUCS serviceimprovement and sustainability.

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

Actively engage and collaborate with Clinicaland Operational teams to identify and prioritise business improvementopportunities.

Track, measure, and analyse businessimprovement and efficiency metrics using Key Performance Indicators (KPIs) toensure measurable outcomes.

STANDARD ROLEDIMENSIONS:

Qualifyingfactors

Flexibility

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

Confidentiality

Under theData Protection Act 1998, the post holder must maintain the confidentialityof information about all stakeholders.The work is of a confidential nature and information gained must notbe communicated to other persons except in the recognized course of duty.Unauthorised disclosure of confidential information will result indisciplinary action and may lead to your dismissal.

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

Information relating to stakeholdersmay only be divulged to authorised persons in accordance with NEMS CBSpolicies and procedures relating to confidentiality and the protection ofpersonal and sensitive data.

Equalityand Diversity

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

Acting in a way that recognises theimportance of peoples rights, interpreting them in a way that is consistentwith NEMS CBS procedures and policies, and current legislation.

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

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

Health& Safety

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

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

Rehabilitationof Offenders Act

This post is subject to the Rehabilitation of OffendersAct (Exceptions Order) 1975 and as such it will be necessary for a submissionfor Disclosure to be made to the Disclosure and Barring Service (formerlyknown as CRB) to check for any previous criminal convictions.

Job descriptions are not designed to beall-inclusive although they will, as far as practicable, be a reasonablyaccurate and understandable specification of duties. The nature of our businessdemands 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 berequired to carry out additional or other duties as may be reasonably required.

Person Specification

Experience

• 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
• 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

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

Qualifications

• Degree or Post Graduate or equivalent qualifications or experience
• Project or Programme Management Qualifications

Skills/Abilities/Knowledge

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

Additional

• 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.