Overview
To manage the effective delivery of all SELDOC services within scope, and those of its subsidiary and associated companies. The scope of this role is to manage the delivery of managerial tasks in the UTC, as delegated by the Service Delivery and Performance Manager (SDPM). The post holder will work very closely with the SDPM and cross-cover will also be a key feature of the role, including some availability outside of 09:00-17:00 hours.
Responsibilities
* Line management of Care Navigators and HCAs (the latter group being clinically managed by the Clinical Lead).
* Operational performance of the UTC against KPIs and quality targets.
* Allocated contribution to the UTC’s performance reporting cycle.
* Management of clinical, operational and financial requirements. Service delivery needs to be patient and customer focused with service outcomes in line with agreed plans. To effectively manage all of the major service delivery process and outcomes measures in all services across the business at all times such that potential issues are spotted quickly and early intervention is made as necessary. To support the SDMP in ensuring goals are effectively planned and delivered. In addition, to improve the level of service delivery understanding across the business.
* To manage an effective risk control regime; to provide evidenced assurances to colleagues and occasionally to the Executive Leadership Team (ELT) that service delivery is safe, patient-focused and delivering outcomes which are in line with agreed short and long-term plans.
* To build and manage relationships with colleagues, customers/commissioners and service partners to support service delivery and new business ambitions.
* To continually review service delivery operating models and refine as required on an ongoing basis.
* To assist in the design and build of new operating models for new business as required from time to time and to work with the SDPM and Operations Director to ensure that these new operating models deliver service outcomes which are in line with agreed plans.
* Monitor the UTC queues and take suitable escalation action.
* Participate in daily breach validations with the SDPM.
* Liaise with ED colleagues daily to ensure effective operational performance of the hospital front door.
* Represent the UTC Local Leadership team in huddles as required.
* Daily visual departmental inspections for health and safety.
* Ad hoc stock checks.
* Assist the SDPM with the completion of performance reports.
* Deputise for the SDPM as required.
* Assist patients and relatives with queries.
* Ensure that Friends and Family Feedback is collated comprehensively, and reported to the SELDOC Clinical Governance team.
Working Relationships
* SDPM (Line Manager)
* UTC Medical Lead and Clinical Lead
* Operations Director and other Directors across the business
* Clinical Governance Team
* Own Direct Reports
* Current and potential customers
* Patients and ‘service users’
* External partners and service providers (main ones listed)
Notes
We will develop and grow our business as SELDOC Healthcare by:
* Extending the reach of our current service proposition
* Entering new markets with alternative products and services which leverage our brand
* Exploiting the potential which emanates from our unique mix of clinical, operational, and commercial expertise.
Our strategy requires us to maximise the impact of our current services, to strengthen current and new relationships with customers and to diversify effectively into new customer propositions. We are patient-focused, ambitious, enterprising and trustworthy. We want to make a difference. Whilst we will retain our reputation for services which are clinically led and safe, we are ‘thinking big’ in terms of our clinical and commercial aspirations.
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