Operations Service Manager
Location
Sutton In Ashfield, England, United Kingdom
Posted At
1/31/2025
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Description
Job Summary
NEMS have an exciting opportunity for a successful candidate to join the Operations Team!
The Operational Service Manager Is a Key Member Of Staff Whose Role Is To Ensure The Operational Effectiveness Of The Following Services:
Out of hours services in Nottingham and Mid-Nottingham (4 locations)
Clinical Hub
All NEMS CBS Call Handling Contracts
Primary Care Services in Emergency Department (2 Locations)
NEMS Pathways Clinical Navigator
Community Pathfinder/Home Intervention
Main duties of the job
Main Elements Of The Role Include:
Service Performance and Delivery
Organisational Management
Staff Management and Performance
Strategic Activities
Patient and Customer Experience
Service Finances
Inform Service Improvement and Manage System changes
OOH On-call responsibility
About Us
NEMS CBS is a high quality, high performing; not-for-profit organisation which delivers integrated urgent care and urgent primary care services to over 1 million patients. Responsive, adaptable and continually evolving, we have a reputation for delivering locally-tailored, safe, effective and cost efficient services with high levels of patient satisfaction.
We are committed to investing in our people and have an established programme of learning and development, successfully developing our own Urgent Care Practitioners and Advanced Clinical Practitioners.
NEMS currently operates 3 main services: (1) Integrated Urgent Care across Nottinghamshire serving a patient population of over 1 million, including home visiting, remote consultation and clinical assessment services; (2) Urgent Primary care provision located within the A&E Department at QMC, (3) A 24-hour walk-in urgent primary care service adjacent to Kings Mill Hospital A&E, Mansfield.
NEMS is committed to the NHS Values (as set out in the NHS Constitution March 2015).
NEMS CBS is a registered society under the Co-operative and Community Benefit Societies Act 2014.
Date posted
28 January 2025
Pay scheme
Other
Salary
£36,925 to £44,310 a year Depending on Experience
Contract
Permanent
Working pattern
Full-time
Reference number
U9183-25-0004
Job locations
Kings Mill Hospital
Mansfield Road
Sutton-in-ashfield
Nottinghamshire
NG17 4JL
Job Description
Job responsibilities
Main Duties Of The Job:
Organisational Management
To deputise for the Operations Delivery Manager when necessary.
To provide senior management support to other members of the Operational Management Team and provide assistance with specific projects as required.
To assist and, where appropriate, lead operational projects, providing regular update reports on the progress of work.
To be responsible for the preparation of strategic service improvement and development plans for NEMS services, which anticipate future needs.
Liaise with Operations Delivery Manager, to ensure that key performance targets and access targets are delivered and action plans developed with the relevant teams.
To contribute to service redesign and other service improvement within service areas that will lead to improved clinical outcomes for patients, reduced waiting times and more efficient use of resources within the service areas and will ensure appropriate support to help clinicians of all relevant professions to deliver those service projects.
Provide coaching and mentoring to other members of the Operational Management Team.
To assist the Operations Delivery Manager in implementing the operational strategy for NEMS.
Liaising with other member of the senior management team and NEMS executive.
Staff Management
Manage the Operational Services in line with the aims and objectives agreed with the Operations Delivery Manager and NEMS CBS Management Team.
Initiate and participate in development of new policies and procedures within the organisation
Acts as the focal point for communication liaising with the Operations Delivery Manager, NEMS CBS management team and operational team members.
Liaise with Finance Department to ensure appropriate information is in place to administer staff payroll, NI contributions and pension scheme.
Patient Experience
Job description Job responsibilities
Liaise with Finance Department to ensure appropriate information is in place to administer staff payroll, NI contributions and pension scheme.
Person Specification
Experience Essential
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.
Employer details
Employer name
NEMS Community Benefit Services Ltd
Address
Kings Mill Hospital
Mansfield Road
Sutton-in-ashfield
Nottinghamshire
NG17 4JL
Employer's website
https://nemscbs.net/ (Opens in a new tab)
NEMS have an exciting opportunity for a successful candidate to join the Operations Team!
The Operational Service Manager Is a Key Member Of Staff Whose Role Is To Ensure The Operational Effectiveness Of The Following Services:
Out of hours services in Nottingham and Mid-Nottingham (4 locations)
Clinical Hub
All NEMS CBS Call Handling Contracts
Primary Care Services in Emergency Department (2 Locations)
NEMS Pathways Clinical Navigator
Community Pathfinder/Home Intervention
Main duties of the job
Main Elements Of The Role Include:
Service Performance and Delivery
Organisational Management
Staff Management and Performance
Strategic Activities
Patient and Customer Experience
Service Finances
Inform Service Improvement and Manage System changes
OOH On-call responsibility
About Us
NEMS CBS is a high quality, high performing; not-for-profit organisation which delivers integrated urgent care and urgent primary care services to over 1 million patients. Responsive, adaptable and continually evolving, we have a reputation for delivering locally-tailored, safe, effective and cost efficient services with high levels of patient satisfaction.
We are committed to investing in our people and have an established programme of learning and development, successfully developing our own Urgent Care Practitioners and Advanced Clinical Practitioners.
NEMS currently operates 3 main services: (1) Integrated Urgent Care across Nottinghamshire serving a patient population of over 1 million, including home visiting, remote consultation and clinical assessment services; (2) Urgent Primary care provision located within the A&E Department at QMC, (3) A 24-hour walk-in urgent primary care service adjacent to Kings Mill Hospital A&E, Mansfield.
NEMS is committed to the NHS Values (as set out in the NHS Constitution March 2015).
NEMS CBS is a registered society under the Co-operative and Community Benefit Societies Act 2014.
Date posted
28 January 2025
Pay scheme
Other
Salary
£36,925 to £44,310 a year Depending on Experience
Contract
Permanent
Working pattern
Full-time
Reference number
U9183-25-0004
Job locations
Kings Mill Hospital
Mansfield Road
Sutton-in-ashfield
Nottinghamshire
NG17 4JL
Job Description
Job responsibilities
Main Duties Of The Job:
Organisational Management
- To assist the Operations Delivery Manager to plan, co-ordinate and monitor staff activities to enable a professional, high quality, thoughtful and courteous service to be offered to patients.
- Ensure operational service readiness on a daily basis and all systems are working effectively and efficiently.
- To ensure on going compliance with all Quality Requirements and targets set by commissioners.
- To ensure on going compliance with all CQC requirements.
- To ensure adequate operational staffing levels.
- Work with Operations Delivery Manager, Operations Facilitator/Trainers to plan, coordinate and provide workforce rotas, making sure there is adequate cover for absence. Internal interfaces with others including NEMS CBS Management Team, Transport and Estates Manager, Informational Team for performance information and all operational staff.
- Develop effective communication channels and ensure the dissemination of all training and information to the operational team.
- Assist the Operations Delivery Manager in the investigation and management of complaints, significant events and feedback about NEMS operational services and staff.
- Support the management of all patient and organisational information to ensure compliance with NEMS Information Governance Policies including management of agreed systems. Work with NEMS CBS governance lead to support future developments of governance procedures.
- Support Joint Service Review and Annual Contract Review processes by ensuring the contractual responsibilities are met in relation to activity and performance monitoring and/or key performance indicators as required.
- The post holder will be required to contribute to the on-call manager rota for NEMS CBS.
To deputise for the Operations Delivery Manager when necessary.
To provide senior management support to other members of the Operational Management Team and provide assistance with specific projects as required.
To assist and, where appropriate, lead operational projects, providing regular update reports on the progress of work.
To be responsible for the preparation of strategic service improvement and development plans for NEMS services, which anticipate future needs.
Liaise with Operations Delivery Manager, to ensure that key performance targets and access targets are delivered and action plans developed with the relevant teams.
To contribute to service redesign and other service improvement within service areas that will lead to improved clinical outcomes for patients, reduced waiting times and more efficient use of resources within the service areas and will ensure appropriate support to help clinicians of all relevant professions to deliver those service projects.
Provide coaching and mentoring to other members of the Operational Management Team.
To assist the Operations Delivery Manager in implementing the operational strategy for NEMS.
Liaising with other member of the senior management team and NEMS executive.
Staff Management
- Liaise with HR Department on recruitment, supervision, training, performance and welfare issues.
- Manage and administrate the personal development review process for Training Facilitator, Shift Leaders, Call Handlers/Co-ordinators and Receptionists.
- Liaise with NEMS Health and Safety Officer on H&S issues.
- Monitor compliance with Commissioners requirements for contractual performance.
- Work with members of the NEMS management team to monitor and manage individual performance of Operational and Clinical staff members.
- Facilitate collaborative and multi-disciplinary team working and motivate staff.
- Act as reference point for operational staff on all aspects of employment law, pensions, Data Protection and health and safety at work, utilising HR Department support as appropriate.
- Plan, develop and monitor the delivery and effectiveness of induction and training provided to operational staff.
- Ensure operational staff are aware of staff handbook and HR policies and procedures.
Manage the Operational Services in line with the aims and objectives agreed with the Operations Delivery Manager and NEMS CBS Management Team.
Initiate and participate in development of new policies and procedures within the organisation
Acts as the focal point for communication liaising with the Operations Delivery Manager, NEMS CBS management team and operational team members.
- Make recommendations on simplifying and speeding up processes for accepting patients, documenting care and capturing key data to meet audit and reporting requirements.
- Initiate and recommend improvements in the design of any information system NEMS CBS is required to use to deliver services, with a view to user friendly efficiency, integration with other systems, and data capture that supports performance and contract management.
- Establish potential to re-design call handling in relation to all NEMS CBS services, to make better use of available resources and provide a better service to customers.
- In conjunction with the Training Team, set the standards for staff skills in delivering efficient services competently, with due care and thoughtfulness for customers and service users as individuals.
- Establish training requirements and standards in relation to all call handling and work with NEMS CBS training team to deliver the training.
- Support the Operations Delivery Manager in the planning and implementation of any changes agreed with NEMS CBS Board and commissioners.
- Confidentiality - In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- In conjunction with the trainer facilitator, develop staff skills in delivering efficient services competently, with due care and thoughtfulness for patients as individuals.
- Plan, develop and implement systems to ensure adequate provision of service to patients.
- Deal with patient enquiries and complaints and promote patient satisfaction in line with NEMS policies and procedures, including liaising NEMS CBS clinical governance support staff and/or Chief Nurse and Chief Executive as required.
Liaise with Finance Department to ensure appropriate information is in place to administer staff payroll, NI contributions and pension scheme.
Patient Experience
Job description Job responsibilities
- Confidentiality - In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- In conjunction with the trainer facilitator, develop staff skills in delivering efficient services competently, with due care and thoughtfulness for patients as individuals.
- Plan, develop and implement systems to ensure adequate provision of service to patients.
- Deal with patient enquiries and complaints and promote patient satisfaction in line with NEMS policies and procedures, including liaising NEMS CBS clinical governance support staff and/or Chief Nurse and Chief Executive as required.
Liaise with Finance Department to ensure appropriate information is in place to administer staff payroll, NI contributions and pension scheme.
Person Specification
Experience Essential
- Previous experience in a line management role; able to motivate a team and deliver expected outcomes.
- Experienced in operational leadership roles with a strong track record of delivery in care related services.
- Experience in the management and delivery of organisational change programmes to achieve service improvements.
- Coaching and mentoring subordinates
- Operational service management, decision-making, planning, co-coordinating, facilitating, monitoring, and evaluating skills at a mid-management level
- Delivering service in accordance with contractual Key Performance Indicators (KPIs).
- Experience of managing conflict and achieving resolution.
- Ability to develop and deliver training to individuals and small groups including clinicians such as GPs and GP Registrars
- Ability to identify training needs and set standards for training.
- Confidence in giving presentations to groups of staff
- Over 3 years management experience with specific responsibilities for people, resources and recruitment
- An ability to communicate effectively and work comfortably with staff at all levels within NEMS and provider partner organisations, service users and commissioners
- Customer relations experience
- Previous experience in a line management role; able to motivate a team and deliver expected outcomes
- Willingness to learn to use any computer systems that NEMS requires in its new services
- Ability to communicate effectively with NEMS customers and provider partners and deal with customer feedback
- Ability to identify training needs and set standards for training
- Ability to design and ensure delivery of training to assist with the embedding of CQC essential standards within NEMS CBS
- Experience of working within the NHS
- Experience in dealing with customer complaints and sales/marketing
- Full driving licence and the ability to travel between locations.
- Previous experience in a line management role; able to motivate a team and deliver expected outcomes.
- Experienced in operational leadership roles with a strong track record of delivery in care related services.
- Experience in the management and delivery of organisational change programmes to achieve service improvements.
- Coaching and mentoring subordinates
- Operational service management, decision-making, planning, co-coordinating, facilitating, monitoring, and evaluating skills at a mid-management level
- Delivering service in accordance with contractual Key Performance Indicators (KPIs).
- Experience of managing conflict and achieving resolution.
- Ability to develop and deliver training to individuals and small groups including clinicians such as GPs and GP Registrars
- Ability to identify training needs and set standards for training.
- Confidence in giving presentations to groups of staff
- Over 3 years management experience with specific responsibilities for people, resources and recruitment
- An ability to communicate effectively and work comfortably with staff at all levels within NEMS and provider partner organisations, service users and commissioners
- Customer relations experience
- Previous experience in a line management role; able to motivate a team and deliver expected outcomes
- Willingness to learn to use any computer systems that NEMS requires in its new services
- Ability to communicate effectively with NEMS customers and provider partners and deal with customer feedback
- Ability to identify training needs and set standards for training
- Ability to design and ensure delivery of training to assist with the embedding of CQC essential standards within NEMS CBS
- Experience of working within the NHS
- Experience in dealing with customer complaints and sales/marketing
- Full driving licence and the ability to travel between locations.
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.
Employer details
Employer name
NEMS Community Benefit Services Ltd
Address
Kings Mill Hospital
Mansfield Road
Sutton-in-ashfield
Nottinghamshire
NG17 4JL
Employer's website
https://nemscbs.net/ (Opens in a new tab)
Advertise with us.
Please contact: hello@huntukvisasponsors.com
Please contact: hello@huntukvisasponsors.com
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