Service Manager - Business Development (XN08)
Weare looking for an energetic, passionate and well-motivated individual withexcellent organisational and interpersonal skills to join the Urgent care CSUManagement Team as a Service Manager, managing multiple specialties.
Applicantsshould have experience of patient administration, staff management andservice improvement. Experience ofworking in an acute setting will be desirable. The successful candidate willbe able to lead and motivate staff to work in new ways and should be able toidentify opportunities for improvement and implement change accordingly. Youmust be enthused about providing a quality service to patients who access theEmergency Care services and should be able to ensure that our services workin support of the delivery of wider organisational objectives. In return, youwill become part of a motivated and expert team. You will gain opportunitiesto enhance your management skills, participate in complex business planningand develop a set of skills that will ensure you are well prepared for futureopportunities that may arise.
Workingclosely with the General manager, the Service Manager will manage a complexprogramme of interdependent projects across more than one speciality toensure development of financially affordable solutions to capacity andquality constraints in Urgent Care CSU, based at St James Hospital and LeedsGeneral Infirmary.
Main duties of the job
TheService Manager role is a key member of our Urgent Care Management Team whowill manage a complex programme of interdependent projects across more thanone speciality to ensure development of financially affordable solutions tocapacity and quality constraints in Urgent Care CSU, based at both sites.This will enable the development, delivery and maintenance of all accesstargets ensuring clinical pathways are as efficient and effective as possiblefor our patients. Working in partnership with clinical staff, commissioners,managers and users, the post holder will lead the redesign of services andbusiness processes and be responsible for facilitating the involvement of allstakeholders to ensure timescales are met and service benefits realised.
Thisis an excellent opportunity for a manager wishing to further his/her careerdevelopment and to gain experience in a fast paced and diverse environment.The Service Manager will ensure that robust financial management systems arein place to help achieve ensure efficient use of resources. Specifically thepost holder will line manage the Clinical Service Unit Business Manager,ensuring that operational and access targets are met, and take the lead indeveloping effective business processes and systems within the Urgent CareCSU.
About us
TheUrgent Care CSU covers Adult Emergency Department at the St James Hospitaland one at the Leeds General Infirmary, a pediatric Emergency Department atthe LGI, Acute Medicine Services and Primary Care Access Line services. Weemploy over 800 staff and last year we have seen over 230000 patients in ouremergency departments.
Weare proud to be part of one of the largest teaching hospitals in the country,Leeds Teaching Hospitals NHS Trust. We work closely with Leeds CommunityTrust and primary care in Leeds, our commissioners and other City partners.We believe that collaboration with partners is key to the delivery ofoutstanding patient centred care.
LeedsTeaching Hospitals is committed to our process of redeploying 'at risk'members of our existing workforce to new roles. As such, all our job advertsare subject to this policy and we reserve the right to close, delay or removeadverts while this process is completed. If you
LeedsTeaching Hospitals is committed to our process of redeploying 'at risk'members of our existing workforce to new roles. As such, all our job advertsare subject to this policy and we reserve the right to close, delay or removeadverts while this process is completed. If you do experience a delay in theshortlisting stage of the recruitment cycle, please bear with us while thisprocess is completed, and contact the named contact if you have anyquestions.
Job responsibilities
KeyResponsibilities
1.Business Delivery and Operational Service Delivery
To lead on the delivery ofoperational service targets within the Urgent Care CSU to ensure that incomeis maximised and targets achieved.
To line manage the Urgent Care CSUBusiness Manager where appropriate, and have overall accountability for theperformance of the patient administration function, ensuring services aremanaged within agreed budgets.
To ensure the development ofeffective business systems and procedures within the Urgent care CSU
To ensure that robust activity andfinancial management systems are in place to maintain business continuityduring the planning and commissioning of the service plans.
To monitor contract activity andensure that systems are in place to deliver planned contract activity.
To ensure that appropriate riskmanagement strategies are developed and that the Urgent Care CSU riskregister is updated regularly to reflect the current issues facing theservice.
Delegated budget holder.
To be involved in budget settingfor services.
To create, collate, interpret,analyse, data to turn it into useful information to enable Urgent Care CSU tomonitor and control performance and quality along with changes in financialand activity modelling. This includes the use of formulae.
Participate and deliver qualityassurance checks and visits within the clinical environment e.g. wards,outpatients etc. with matrons to review the environment, equipment and ensureit meets the necessary standards.
Participate in quality assurance offacilities for example, when commissioning / relocating services, to ensurethat the facilities comply with national guidelines and legislation.
2.Service Development
To take lead responsibility fordeveloping a robust project management framework to support the delivery ofservice change, including the preparation of a detailed project plan, keyoutcomes, deliverables and timescales.
To ensure that the project isdelivered within the available resources and to the agreed timescales,providing regular highlight reports to the Urgent Care CSU triumviratemanagement team.
To play a leading role in theprimary planning group ensuring that the work of various sub groups are ontrack, that the project as a whole is coordinated and that significantissues/problems are raised in a timely manner, enabling early remedial actionif required through the development of options and recommendations tomitigate risk.
To propose changes to processes,procedures and patient pathways. To lead on developing new processes andprocedures, supporting development of clinical protocols and models ofdelivery at a regional level.
To identify areas of improvementwithin the service and lead on the development of required changes to impacton access, quality, performance and finance. Sometimes these servicedevelopments may have a national profile
To be involved in the developmentand creation of policies, some of which may impact on other Regionalorganisations and Units, District General Hospitals etc.
To Implement and performance manageadherence to Trust and departmental / service policies.
To ensure active engagement andownership of key stakeholders in the project, liaising with key professionsincluding clinicians, managers, nursing, service users and planners.
To act as a change agent,consulting with all involved parties, gaining agreement and approval for newways of working. Ensure new patternsof work are monitored and evaluated.
To establish and maintain aneffective communications strategy, to ensure that all stakeholders are fullyinformed.
To take the lead on the developmentof revised finance and activity plans, working closely with clinical andfinance colleagues to identify the costs of the agreed packages of care, anda revised pricing structure.
To represent the Trust indiscussion with commissioners about revised packages of care, in line withthe Aligned Incentive Contract
To work with the service heads todevelop business cases for equipment or staffing bids required as part of thecentralisation.
To develop a marketing strategy forthe new unit.
To ensure training and inductionpackages are in place for all staff groups.
3.General Management
To deputise as appropriate for theGeneral Manager
To attend and contribute as a keymember at the Urgent Care CSU Management Team meetings
Investigate complex complaints inline with the Trusts Complaints Procedure and ensure that all complaints areused positively to improve service deficiencies.
.Research/Audit Activity
Tocontribute to staff surveys, Urgent Care CSU patient experience surveys etcto identify areas of improvement.
Toregularly conduct audits such as secretarial audits, outpatient follow ups,re-admissions, monthly key performance indicators length of stay, theatreutilisation, delayed discharges
Supportthe set up of clinical trials, work with clinical and research teams tomonitor the recruitment of patients and ensure the business process thatco-ordinates the R&D programmes are effective.
Healthand Safety/Risk Management
All staff are responsible forworking with their colleagues to maintain and improve the quality of servicesprovided to our patients and other service users. This includes complying at all times withthe Leeds Teaching Hospitals NHS Trust Policies
CoreKnowledge and Understanding
Demonstrates an understanding ofboth the NHS culture and of the cultures of the different health professionalgroups
Sound understanding of the NHSmodernisation agenda to include priorities from the NHS England, Departmentof Health, Healthcare Commission, National, Local and Trust Targets
Work within the Trusts StandingOrders and Standing Financial Instructions and Clinical Governancearrangements
Work within the Trusts Capital andCorporate Planning procedures
Understanding and experience ofeffective information analysis, data interpretation and presentation, andsoftware applications essential for communicating business, finance andworkforce plans
Good sound knowledge andunderstanding of writing comprehensive business cases
Work within the Trusts HR guidanceand toolkits for HR processes to include workforce planning, recruitment andselection, honorary contracts
Understanding of Trust Policies andProcedures eg HR/Risk Management/Clinical Governance
CoreBehaviours and Skills
Ability to work under significantand sustained pressure and to highly demanding and often conflictingtimescales.
Ability to maintain systems forkeeping abreast of changes in the NHS and their impact on Urgent Care CSU
Commitment to team working with theability to take personal responsibility for difficult decision making
Ability to monitor, maintain andimprove service delivery
Awareness of strategic directionand ensure local business plans take account of the overall direction of theTrust
Ability to communicate and networkeffectively, negotiate and influence others taking into account themulti-professional and organisational cultures
Highly developed communicationskills to enable the development of workforce and capacity planning andensure that departmental business plans and continually changing serviceplans and schedules are updated to meet service needs
Ability to produce a range ofdocuments to varying audiences, both internal and external to the Trust someof which is of a confidential, sensitive or contentious nature
Possess change management skills toinclude service reconfiguration
Ability to establish processes andsystems within Urgent Care CSU to develop and monitor financial and businessplans across specialist services working collaboratively with other ClinicalService Units
CoreValues
Commitment to ensuring the deliveryof high quality evidence based care
Professional image and positiveapproach to problem solving.
Maintain positive workingrelationships with others
Commitment to own personal andprofessional development and the development of others within the team.
Honest and fair minded with apositive attitude to change.
Willingness and ability to travelaround and between Trust sites, and to key stakeholders.
Promotes a culture of equality,mutual respect, and diversity
Is regarded as having integrity andtrusted by others
TheService Manager will ensure that robust financial management systems are inplace to help achieve ensure efficient use of resources. Specifically thepost holder will line manage the Clinical Service Unit Business Manager,ensuring that operational and access targets are met, and take the lead indeveloping effective business processes and systems within the Urgent CareCSU to enable the sustained delivery of key operational targets. enable thedevelopment, delivery, and maintenance of all access standards, managingdemand & capacity and continuously driving improvement. Working inpartnership with clinical staff, commissioners, managers and users, the postholder will lead the redesign of services and business processes and beresponsible for facilitating the involvement of all stakeholders to ensuretimescales are met and service benefits realised.
Person Specification
Skills and Behaviours
* Ability to analyse complex information to support managerial decision making.
* Good communication, presentation & interpersonal skills.
* Performance Management skills.
* Strong prioritisation skills with the ability to manage competing demands.
* Able to influence, negotiate and build working relationships.
* Self motivated, highly organised, focussed and results oriented and can lead and deliver through others.
* Ability to cope with high levels of pressure
* Has the ability to quickly and effectively establish the respect of colleagues and other health professionals.
* High degree of report writing skills.
* Ability to cope with high levels of pressure
* Able to influence, inspire, and effectively work with those around him/her
Other Criteria
* Motivated and enthusiastic, Assertive& Decisive, Excellent time management.
* Proven interpersonal skills, Sensitive to staff issues, Confident / assertive in own abilities.
* Able to adapt to rapid change, Able to work well under pressure and prioritise effectively.
* Resilient and tenacious, Good knowledge of NHS issues at the current time
* Prepared to join on call rota
Qualifications
* Study at Masters level or the equivalent in relevant experience.
* Understanding of the Health and Social care management environment and roles and responsibilities within it.
* Performance management methodology
* Management Qualification
* Masters degree in a relevant subject
Experience
* At least three years experience at middle management level in the NHS, including business planning, budgetary management and service improvement.
* Able to prepare business cases/lead others through the process.
* Experience in presentation, coaching and facilitation
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.
£55,690 to £62,682 a yearSubject to the pay award
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