NHS Borders
Clinical Service Manager – Front Door Services Urgent Care
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Band 8A | Clinical Service Manager – Front Door & Urgent Care (Full-Time, 36 Hours/Week)
NHS Borders Acute Services, Medicine & Urgent Care
OUR VALUES IN ACTION
Compassion | Kindness | Integrity | Teamwork | Excellence
About the Role
NHS Borders is seeking a senior clinical operational leader to drive excellence in our Front Door & Urgent Care services, supporting system-wide transformation of unscheduled care.
As Clinical Service Manager (Front Door & Urgent Care), you will provide strategic operational leadership across:
- Emergency Department (ED)
- Acute Assessment Unit (AAU)
- Medical Admissions Unit (MAU)
- Ambulatory Care
- GP Out-of-Hours (OOH)
- Ward 5 (Acute Medical Ward)
Your role will involve day-to-day oversight of service delivery, ensuring safe, efficient, patient-centred care while leading performance improvements, patient flow optimisation, and redesign initiatives. Collaborate with senior clinicians, nursing leaders, and multidisciplinary teams to deliver meaningful change across urgent care pathways.
This is an opportunity to shape the future of unscheduled care, help achieve the 4-hour Emergency Access Standard, and foster a culture of continuous improvement within a fast-paced NHS environment.
Key Responsibilities
- Lead operational delivery of urgent and unscheduled care services, ensuring high standards of safety, efficacy, and efficiency.
- Steward delivery of the 4-hour Emergency Access Standard, working cross-system to improve patient flow and reduce delay.
- Oversee operational protocols, including demand & capacity planning, escalation mechanisms, and effective risk management.
- Develop enhanced models for the Acute Assessment Unit (AAU) and Medical Admissions Unit (MAU) to streamline clinical pathways.
- Support strategic planning, service redesign projects, and workforce sustainability strategies.
- Advocate for staff well-being, fostering engagement, collaboration, and a learning culture across disciplines.
- Ensure robust governance, compliance, and reporting align with NHS policies and quality standards.
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Requirements & Experience
Perhaps you’re a resilient and driven leader who thrives in dynamic acute settings. We’re looking for:
✅ Extensive operational leadership in acute or urgent care environments – experience with an NHS setting is preferred, but not essential. ✅ Strategic mindset with a history of driving performance improvement, efficiency, and patient throughput. ✅ Strong communication and influencing skills to liaise with multidisciplinary teams, including doctors, nurses, managers, and policymakers. ✅ Ability to navigate ambiguity while maintaining focus on critical priorities – rapid decision-making under pressure is key. ✅ Commitment to collaborative governance and a team approach to solving healthcare challenges. ✅ voluntary points:
- Clinical experience in A&E, medical admissions, or GP out-of-hours is advantageous.
- Familiarity with NHS improvement frameworks and patient flow optimisation tools adds value.
Open to All Applied Experience
Not restricted by registration: applications from non-registered professionals with operational management expertise in acute care are most welcome.
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Why Join NHS Borders?
✔ Purposeful impact – drive transformative change in urgent care delivery. ✔ Growth-rich environment – professional development, mentorship, and trusted leadership succession. ✔ Shape the future – actively influence NHS Borders’ vision for improving unscheduled care. ✔ Supportive leadership – work alongside managers who invest in continuous learning and retention.
How to Apply
For informal queries or discussions about the Clinical Service Manager role, contact:
- Diane Keddie, Deputy General Manager – diane.keddie@borders.scot.nhs.uk
- KIRSTIE TINKLER, General Manager – Kirstie.tinkler@borders.scot.nhs.uk
How We Support Inclusivity
NHS Scotland is dedicated to equality, diversity, and opportunity for all talent. We celebrate applications from every background and ensure a workplace where everyone belongs, is valued, and thrives.
Your application should reflect YOU. AI can help with formatting or checking grammar— but your answers must be authentic and original.
Legal note: All candidates must verify they meet UK work permit requirements (unless exempt). Sponsorship (if applicable) via NHS England’s Skilled Worker pathway may be possible with certified employer sponsorship—current salary thresholds must be satisfied.
For more details, check here for UK Visa & Immigration routes.
[Essential] Please ascertain entitlement to work in the UK or confirm potential sponsorship before submitting your application. Late applications cannot be accepted.***
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