Head of Service for Urgent Care

NEMS Community Benefit Services Ltd; Nottingham, East Midlands; Sur place; GBP 60 000 - 85 000; Plein temps

Résumé du poste

NEMS Community Benefit Services Ltd. seeks an experienced operational leader to manage urgent care services across UTC and PC24 sites in Nottingham. The role drives performance, workforce development and service improvements through cross‑functional collaboration.

You will report to senior management, oversee daily delivery, manage budgets, and lead on continuous improvement initiatives to meet patient care standards and operational targets.

Qualifications

• Significant experience in operational management, preferably within NHS or related commissioned services.
• Experience with service planning and management.
• Strong problem-solving capabilities in fast-paced environments.
• Excellent communication and interpersonal skills across multiple stakeholders.
• Ability to manage multiple priorities and deliver measurable results.
• Data-driven decision-making and performance improvement focus.

Responsabilités

• Take day-to-day operational responsibility for UTC/PC24 services and ensure targets are met.
• Lead on and deliver key transformation programmes to improve productivity, efficiency and workforce development.
• Provide senior leadership and mentorship to UTC/PC24 managers and staff.
• Develop and monitor KPIs, dashboards and performance recovery plans.
• Collaborate with Clinical and external partners to deliver sustainable service models.

Connaissances

Operational management

Leadership

Data-driven decisions

Problem solving

Communication skills

Strategic planning

Formation

Degree or PG qualification

Outils

Excel

IT systems

Description du poste

The postholder will have operational responsibility for the Urgent face to face careprovided at the Urgent Treatment Centre (UTC) based at the Queens MedicalCentre of Nottingham University Hospitals Acute NHS Trust and Primacy Care 24(PC24) based at Sherwood Forest Hospital.The role will 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 directleadership and support to the UTC Operational Service Manager and the PC24 OperationalService Managers to drive delivery of key service requirements.

Specifically,the post holder will be responsible for providing senior operational businessmanagement, leading on and delivering success across a number of key programmeswithin NEMS, these programmes are essential in ensuring NEMS can deliver itscore objectives and will include a range of areas including productivity andefficiency, service development and workforce development and successionplanning.

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 Urgent care services, responsible for ensuring whereperformance standards are off track that the drivers are understood andimprovement plans are developed, implemented and evaluated to meet serviceexpectations.

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 plan ensuring clearroles and responsibilities and accountability for improvement actions.

Lead recovery meetings, ensuring reporting upto executive lead.

Working with internal and external expertsdevelop capacity and demand tool for PC24 to support future developments.

Work with Acute Trust partners to understandperformance, key challenges and actions required to deliver improvement.

Support Head of Digital to exploit the NEMSdata operations capability

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 Urgent face to face careprovided at the Urgent Treatment Centre (UTC) based at the Queens MedicalCentre of Nottingham University Hospitals Acute NHS Trust and Primacy Care 24(PC24) based at Sherwood Forest Hospital.The role will 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 directleadership and support to the UTC Operational Service Manager and the PC24 OperationalService Managers to drive delivery of key service requirements.

Specifically,the post holder will be responsible for providing senior operational businessmanagement, leading on and delivering success across a number of key programmeswithin NEMS, these programmes are essential in ensuring NEMS can deliver itscore objectives and will include a range of areas including productivity andefficiency, service development and workforce development and successionplanning.

Key Relationships

Internal:

Director of Operations

Deputy Director ofOperations

Medical Director/ DeputyMedical Director

UTC and PC24 Leadershipteams

Head of Digital &Performance

Head of BusinessImprovement

External:

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 Urgent care services, responsible for ensuring whereperformance standards are off track that the drivers are understood andimprovement plans are developed, implemented and evaluated to meet serviceexpectations.

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 plan ensuring clearroles and responsibilities and accountability for improvement actions.

Lead recovery meetings, ensuring reporting upto executive lead.

Working with internal and external expertsdevelop capacity and demand tool for PC24 to support future developments.

Work with Acute Trust partners to understandperformance, key challenges and actions required to deliver improvement.

Support Head of Digital to exploit the NEMSdata operations capability

Working with internal and external leads todevelop the future service models for both UTC and PC24, driving business casedevelopment and a realistic delivery programme.

Work closely with Business Improvement team tomaximise opportunity.

Develop financial efficiency programme for UTCand PC24 to support future develop opportunities

Actively engage in partnership collaborations

Leadership

Line management of the Operational ServiceManagers for UTC and PC24.

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, fostering a culture of continuous improvement and professionalgrowth.

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 to enablefuture career progression

Business TransformationResponsibilities

Working with senior leadership colleagues, developand implement comprehensive transformation plans to support UTC/PC24 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

Qualifications

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

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.

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 a leadership role in an urgent treatment centre setting.
• Strong partnership working with key internal and external partners.
• Experience leading teams in complex and challenging services to deliver improvement and development against key performance standards.

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
• Ability to commit to a 24 hour on call rota.

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.