Overview
Working in partnership with the Site Manager, the Operations Manager will work on a shift basis to coordinate and manage the day-to-day service provision of the designated PELC UTC services. This will involve providing expertise and operational support to admin, clinical and medical staff. This role has responsibility for daily operational performance and the efficient delivery of services to ensure patient safety and to support the wider strategic development of the designated services.
Key Responsibilities
* Provide day-to-day management of all resources within the service including equipment and personnel to ensure safe service provision for staff, patients and visitors.
* Work with the rota team on rota allocation to meet minimum staffing levels and ensure skill mix reflects service needs.
* Monitor and manage physical and clinical queues to improve patient flow.
* Ensure adherence to organisational protocols and procedures and foster cross-department collaboration.
* Validate and report on site breaches and investigate daily anomalies related to streaming and 4-hour reports.
* Escalate real-time operational pressures via OPEL and keep UTC staff informed.
* Facilitate resolution of complaints, conflicts and issues in line with PELC policies and procedures.
* Ensure accurate logging of all site complaints, incidents, risk assessments and feedback using appropriate PELC systems (e.g., DATIX) and develop action plans with the site manager.
* Maintain effective risk management and clinical governance arrangements.
* Undertake investigations or delegate as appropriate (incidents, complaints, disciplinary issues) and develop completion action plans.
* Review rota coverage daily and weekly to ensure adequate staffing and escalate risks promptly.
* Identify and highlight opportunities for service improvement and support planning, service reviews and workforce planning with the Site Manager.
* Set up and manage cross-disciplinary forums (e.g., daily huddles and staff meetings).
* Line manage staff, including attendance records, sickness, disciplinary and performance issues, and conduct regular performance reviews and appraisals.
* Support HR in recruitment, induction and mandatory training for UTC staff and promote ongoing professional development.
Qualifications and Experience
Essential
* Relevant first degree, equivalent professional qualification or equivalent experience.
* Evidence of continued learning / personal development.
* Demonstrable success in project development and management; experience managing multidisciplinary teams.
* Experience in complaints handling and conflict resolution; experience working with the general public.
* Experience in performance management, including appraisal writing, staff development and disciplinary procedures; health and safety experience.
* Effective planning, monitoring and reporting abilities; patient-focused approach.
* Ability to work outside core office hours (shift work).
* Knowledge of HR issues, Urgent Care agenda, and clinical governance; understanding of equal opportunities.
Desirable
* Project Management / Prince 2 / Change Management experience.
* Experience effectively managing healthcare staff & services.
Knowledge, Skills & Abilities
* Ability to recognise opportunities to enhance service delivery; excellent communication and IT skills; ability to maintain confidentiality.
* Strong time management, leadership, and ability to motivate and build morale; ability to network and collaborate with internal and external partners.
* Ability to work under pressure, meet deadlines, and think creatively to prioritise work programs.
* Demonstrated problem solving and analytical skills.
* Ability to influence, negotiate and persuade; able to work with a patient-focused approach.
* Knowledge of clinical governance, HR issues, and Urgent Care agenda.
Disclosures
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure to be submitted to the Disclosure and Barring Service (formerly CRB) to check for any previous criminal convictions.
Employer
Partnership of East London Co-operatives (PELC) Ltd
Address: Unit 3, Bourne Court, Southend Road, Woodford, IG8 8HD
Employer website: https://pelc.nhs.uk/
#J-18808-Ljbffr