Integrated Urgent Care - Service Manager

London, Greater London, England
£ 23 - 26 Per hour
Full time
Job level
Deputy Manager / Senior Staff, Manager
26 Mar 2020
23 Apr 2020

Job Description

Integrated Urgent Care - Service Manager (Contact Centre) 
Department: Operations                                                             
Based From: St. Charles Hospital & other spokes as required
Reports to: Director of Operations                                                                                                                                           Hours:Full time (37.5 hrs/week)
Direct Reports:
IUC Team Lead
Contract: Temp/Contract
Salary: £23ph to £26ph (Umbrella) +Car Allowance
Job Objective: To manage the planning, day-to-day delivery, and development of the non-clinical components of the Integrated Urgent Care (IUC) Service. You will have accountability for all operational aspects of the services ensuring that there are mechanisms in place to safely manage demand and capacity. You will closely monitor contract KPIs and ensure that appropriate interfaces are maintained with internal and external stakeholders.
Key Responsibilities and Duties:
  • Responsible for implementing and managing the Integrated Urgent Care Contact Centre in line with agreed objectives, KPIs and service metrics
  • Responsible for the day-to-day oversight of the IUC Contact Centre’s sub contracts and provider partners
  • Responsible for the development and successful delivery of a workforce plan to ensure the capacity of the Services are sufficient to meet demand
  • Ensure that the overall service is developed and delivered according to agreed quality standards and that the processes and systems are compliant with external requirements (CQC)
  • Responsible for establishing robust operational monitoring mechanisms for all elements of the Services
  • Responsible for ensuring that the Services are managed within identified budgets
  • Responsible for clear and accurate reporting to relevant committees, ensuring high quality documentation is delivered within required timeframes
  • Responsible for effectively managing the working relationships with stakeholders across different teams, services and organisations
  • Proactively manage stakeholder enquiries, ensuring appropriate resolution and stakeholder satisfaction
  • Proactively identify risks, issues and dependencies, putting in place robust risk mitigation plans
Minimum Education, Experience and Capability Requirements:
  • Educated to degree level or combination of diploma level education, further short course/training or demonstrable relevant experience
  • Successful track record of working in complex environments and delivery of required financial outputs, efficiency improvements and quality outcomes
  • Proven experience of working in a healthcare/NHS environment, designing and/or operationally delivering complex services
  • Proven experience of implementing new services and/or developing existing services.
  • Proven ability to evaluate complex facts or situations requiring analysis, interpretation and comparison of a range of options
  • Proven ability to communicate, present and negotiate well with senior stakeholders on complex issues
  • Able to effectively engage with professional colleagues in a confident and approachable manner with a high level of resilience
  • Demonstrable problem solving skills with the ability to be flexible in response to unexpected demands
  • Experience of handling performance issues, complaints, compliments and incidents to ensure onward learning for all staff groups
  • Ability to effectively work on and manage many priorities at one time

Ref: MJ-27

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This job was posted to Community care in London, Greater London, England

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