Integrated Urgent Care Services Operations Manager

nemscbs; Nottingham; Remote; GBP 55,000 - 75,000; Full time

Job summary

NEMS CBS is seeking a senior operational leader to manage Integrated Urgent Care Services across NEMS, ensuring access, performance, safety, quality and budget adherence. The role collaborates with clinical teams and the leadership group to drive key service delivery and improvements.

Responsibilities include overseeing IUCS day-to-day operations, leading improvement programmes, and reporting performance against KPIs, while supporting capacity planning and service transformation initiatives

Qualifications

• Experience in operational management in NHS or similar healthcare settings.
• Strong communication and interpersonal skills with ability to lead teams.
• Ability to analyse information and drive service improvement and cost efficiency.

Responsibilities

• Oversee day-to-day IUCS operations across NEMS to meet performance targets.
• Support IUCS leadership to drive service delivery and improvements.
• Lead on programmes for productivity, workforce development and transformation.
• Identify operational improvements and develop capacity and demand assessments.
• Provide senior management input and drive service recovery and performance reporting.

Skills

Operational management

Leadership

Communication

Data analysis

Problem solving

Education

Degree or PG

Project/Programme management qualifications

Tools

Adastra

Job description

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.

Our telephone assessment and handling services are a vital contribution to the timely assessment and management of patients within NEMS. Our teams of Call Handlers, Practitioners and GPs support patients referred through a range of services, including Primary Care, Emergency Department Validation, Ambulance Validation and the Out of Hours GP Service, ensuring patients receive timely access to the most appropriate care and support.

The post holder will work closely with the wider NEMS leadership team and provide direct support to the IUCS 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 and will include a range of areas such as productivity and efficiency, workforce development, service transformation and continuous service improvement

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.