Operations Manager

NHS; Truro; On-site; GBP 60,000 - 80,000; Full time

Job description

NHS Cornwall and Isles of Scilly Integrated Care Board

This job is now closed

Job summary

We have an exciting opportunity to join the high performing NHS Referral Management Service (RMS), as the Operations Manager on a 12 month fixed term contract. The Operations Manager has overall line management for approximately 18 Referral Administrators and the Supervisor.

The RMS offers patient choice to patients over a wide range of specialities commissioned by the Cornwall and Isles of Scilly Integrated Care Board including dental and termination of pregnancy referrals. The service manages in excess of 135,000 referrals per year from GP practices in Cornwall and is led by General Practitioners.

The role of Operations Manager is key to the successful day to day running of the RMS. The successful candidate will have experience of leading a high performing team and experience of managing operational performance.

Main duties of the job

The post holder will be responsible for the day-to-day operational management of the service, including line management of all band 3 referral administrators and the band 4 supervisor. The post holder will be an experienced manager with strong leadership skills to motivate and develop the team. They will need to be able to monitor the operational needs of the service and be able to flex the workforce capacity to meet variable workload priorities. In a constantly changing environment, the post holder will need to be able to manage service changes in a calm and methodical way, overcoming barriers as they arise. The post holder will be expected to have extensive specialist knowledge and experience covering booking systems and processes.

Job responsibilities

Leadership and people management

• Full line management responsibility for the supervisor and approximately 20 referral administrators, including rostering, capability, disciplinary, sickness, induction, training, coaching, mentoring, recruitment and development.
• Responsible for ensuring all staff comply with the CIOS ICB HR policies and procedures and deploy appropriate actions as required by the policies.
• Foster and promote a positive work environment for all team members in line with the organisations values, by leading by example.
• Act as the initial point of contact for all patient concerns and complaints, dealing with cases in a calm manner and using negotiating skills as needed.
• Assist in investigating and drafting responses to formal complaints received through the organisations complaints department.
• To promote an ethos of outstanding customer service which places the patient at the heart of the RMS.

Service and operational performance

• Plan, organise, monitor and control a range of complex operational activities involving multiple cohorts of activity, considering interdependencies.
• Plan, risk assess then implement standard operating procedures for all operational activities within the service.
• Based on information provided by the performance and information manager, analyse complex data and act on referral trends, making changes as required to ensure that the service meets its outputs.

Performance management

• To strive to ensure that all RMS objectives, outputs and outcomes are achieved.
• To write, implement, monitor and control the objectives, and associated KPIs for the operations department, reporting to the service manager weekly or by exception.

Project management

• Lead on operational projects within the service and the wider organisation if required.
• Use strong problem-solving and negotiating skills to overcome barriers and ensure the success of the project.

External relationships and communication

• Represent the RMS at operational meetings with provider organisations.
• Present complex information to a range of stakeholders including GP practices, CIOS ICB colleagues and provider organisations, both in writing and verbally at high level meetings.
• Actively work to build relationships with stakeholders to maximise the potential of the service.

Governance

• Ensure the library of training documents and SOPs for the service are regularly reviewed and amended to reflect the service needs.
• Responsible for ensuring all administrative staff are appropriately trained and updated, including all mandatory training.

Person Specification

Qualifications, training and professional membership

• Educated to degree level or equivalent experience, and significant specialist knowledge of the primary and secondary care appointments interface.
• Evidence of continuous professional development.

Knowledge and experience

• Proven ability to manage / lead a high performing team, including objective setting and performance management.
• Proven track record of leading and managing operational service change.

Skills and abilities

• Full range of IT skills (including MS Access, Excel, Word and Outlook).
• Able to lead and motivate a team.
• Excellent communication skills used across bands / organisations with staff from different professional backgrounds.

Personal qualities, behaviours and aptitudes

• Resilient when working under pressure whilst continuing to deliver results.
• Self-motivated and able to motivate other managers, GPs and members of the team.
• Professional, honest, trustworthy, high integrity, strong team ethics.