Job overview
Are you interested in improving the flow of tests between Primary Care and the pathology provider?
Are you a people person who can build strong relationships between different organisations?
Are you looking to develop your own role, having autonomy to structure your day and look at ways of improving processes?
As Borough Lead, you’ll act as a bridge between our Primary Care customers, NHS Trust partners and Synnovis diagnostic pathology services, you’ll establish and build stakeholder relationships, at all levels, with the end goal of improving the flow of tests from Primary Care to the laboratories.
You’ll be based at our Hub in Blackfriars, however you won’t be tied to a desk, as you’ll also enjoy getting out into the community, the Hub, and working from home, where appropriate.
This will mean you’re in command of your working week as you establish connections across the Boroughs, in this case, Southwark, Lambeth, Bromley, Bexley, Lewisham & Greenwich.
Being able to drive and have transport will certainly help in this post to give you flexibility between meetings and commitments.
Main duties of the job
You will be a key link, acting as an interpreter in many ways between our Primary Care customers and Synnovis. In this post, you’ll essentially be developing key relationships with GP surgeries, NHS Integrated Care Board (ICB) Borough Managers, NHS Trust stakeholders and the wider ICB through appropriate channels.
Knowing about how Primary Care services function is definitely going to give you the grounding here, you’ll be that bridge in identifying, alongside the Senior Borough Lead, where improvements can be made to help support pathology testing services and the patient experience.
You’ll apply analysis skills, such as root cause, trend and KPI reviews to find where the blocks in the process are, report back and work with all stakeholders in identifying ways to improve the process to break through.
This post requires a great level of diplomacy, working with all stakeholders to develop and maintain excellent service user experience. As a confident and solid public speaker, you’ll be tasked with scheduling regular contact points across the borough, presenting findings at meetings, supporting investigations all with that end goal of the patient in mind.
Working for our organisation
You’ll be given the tools, space, autonomy and to a large extent the authority to execute your duties in the most appropriate way, you’ll be here to ensure ours, and that of our borough customers’, service level agreements are kept.
You’ll enjoy a professional working environment whilst developing pathology services and those key relationships between Synnovis, NHS Trusts and Primary Care.
Your development and learning
You will have a suite of learning opportunities available through ACCE competency framework which is used across Synnovis to enable you to reach your potential, learn new skills and achieve your goals.
This is managed between you and your line manager in line with your own personal and professional development ambitions.
You can apply for finance to drive innovation and service development for the benefit of patients through our Innovation Accelerator Fund.
Detailed job description and main responsibilities
At Synnovis, we are currently shaping the future of pathology services by creating a world-leading Hub and Spoke pathology network with our NHS partners. A large part of this modernisation will involve moving 70% of our services to a purpose built, state of the art Hub laboratory in the heart of London.
Duties and Responsibilities:
• Establish effective, professional and engaging working relationships with senior stakeholders, including but not limited to, senior clinicians, practice managers, senior borough managers and the wider integrated care board
• Ensure complete and up to date knowledge of commercial and contractual responsibilities required of Synnovis and primary care customers
• Promote Synnovis’ capabilities and establish confidence in the provision of diagnostic pathology services to primary care customers, through diplomacy, negotiation and effective communication
• Develop and maintain regular feedback meetings with relevant stakeholders in order to set and review key performance indicators (KPI), service level agreements, record concerns and achievements, manage action logs and the resolution of any issues or incidents
• Working with Quality team, support complex analysis on stakeholder feedback and incidents, including but not limited to, root cause and trend analysis using KPI data and other metrics, determined to be effective, to understand and identify areas of focus to improve services and the customer experience
• Through systematic review and working with Senior Borough Lead and Deputy Service Operations Director, understand issues and work to address short falls in service and implement service improvements
• Report back and present findings, solutions and reviews of service delivery to Primary Care stakeholders, senior leaders and Borough managers. Using diplomacy, work with stakeholders to plan and implement any changes to process for the improvement of service and patient care
• Demonstrate professionalism, patience and empathy when explaining highly complex subjects, and in particular when communicating with people who do not share same level of knowledge or understanding.
• Scheduling Primary Care site visits, Chair and arrange stakeholder meetings appropriate and in-line with role, attend and represent the Synnovis Primary Care division at meetings supporting operations and transformation
• To support event management for CPD and clinical lectures within Primary Care
• Monitor, report errors, hazards, and incidents logged. This will include taking part in investigations of incidents and providing insight into making improvements based on outcomes.
• Maintain open lines of communication with Quality Team and Customer Services, for effective escalation of incidents.
• Communicate findings of service failure or serious incidents to relevant stakeholders, within the confines of your role, and use instances like these as opportunities to teach and develop others through your experience
• Participate in continuous service improvement initiatives including development, reviewing and authorising of relevant documents, including SOPs
• Participate at any Synnovis led project relating to Primary Care and consider stakeholder impact
• Ensure compliance with all legislative requirements of regulatory directives, accreditation bodies, and local management including:
• Care Quality Commission
• UKAS
• Synnovis policies and SOPs
Any other body in area of responsibility
Synnovis is a pathology partnership between SYNLAB UK and Ireland, and the NHS, including sites, Guy’s & St Thomas’ NHS Foundation Trust and King’s College Hospital NHS Foundation Trust, to deliver and transform pathology services across South East London.
The partnership provides services to 1.7 million people living in South East London, as well as to hundreds of thousands of patients from outside the region who use local healthcare services.
The partnership provides diagnostics, testing and digital pathology for hospital trusts, GP services and other healthcare providers.
Synnovis’ Corporate HQ; housing our Finance, Procurement, HR, Service Improvement and Business Development teams. We have a relaxed, but professional atmosphere with monthly corporate updates to keep you informed on our progress. Situated 5 minutes from Southwark station you will have easy access to the vibrant South Bank and local amenities.
Person specification
Qualifications
Essential criteria
1. Educated to degree level or equivalent business experience
Desirable criteria
2. Customer Services/Public relations related training or qualifications
3. Project management training qualification
Experience
Essential criteria
4. Experience of working with stakeholders and large scale engagement
5. Experience of stakeholder engagement, building relationships and working in networks
6. Experience reporting on Key Performance Indicators (KPIs)
7. Experience of managing the delivering specific tasks and milestones as part of a wider project
8. Demonstrable experience leading and chairing meetings with agendas and action logs
Desirable criteria
9. Previous experience in Primary Care
Skills & Knowledge
Essential criteria
10. Excellent presentation skills needed for presentations to large groups and different audiences
11. Clear, concise and influential communication skills (including both oral and written)
12. Excellent Interpersonal and team working skills
13. Excellent organisational and prioritisation skills
14. Ability to lead small or short-term projects
Desirable criteria
15. Use of Power Bi or similar OPMS software
Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy.
Our Bank workers enjoy competitive market rates and flexible contract assignments across all of our sites, dependent on your availability and location.
For our Permanent workforce we offer a competitive benefits package.
All employees are entitled to:
16. Contributory pension scheme
17. Generous annual leave entitlement
18. Ground breaking development
opportunities
Safeguarding children and vulnerable adults. All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.