University Hospital Southampton NHS FT
Service Manager
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Job Overview
University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.
Job Title: Service Manager
Contract Type: Permanent
Main Duties of the Job
As part of our team, you will be responsible for the effective day-to-day operational management of services (including any off site where applicable) making decisions, providing solutions and/or advice to staff in response to pressures that may affect throughput.
As an active lead, be involved in shaping and delivering the strategic direction of the Group/Service.
Identify areas for service improvement and lead on projects to enhance the availability of resources and streamline processes to improve patient throughput and patient experience.
Manage the delivery of specialty and specific national targets, negotiating with Consultant clinicians when necessary to ensure throughput of patient activity, flexing capacity where possible and escalating as appropriate.
Exercise delegated responsibility and deputise as required.
Line manage admin and clerical staff within the service.
Act as an ambassador leading by example and modelling the Trust’s values and policies.
Working for Our Organisation
As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated ‘Good’ by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.
We support flexible working and will consider requests taking into account the needs of the service. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.
Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 30% lower than London and 17 schools rated outstanding by Ofsted.
Detailed Job Description and Main Responsibilities
The successful candidate will be responsible for working across Care Groups and Divisions, lead on service and pathway improvement and re-design for patients.
To take lead management responsibility for meeting national and local inpatient waiting times, performance targets.
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As a member of the Management team, be actively involved in shaping and delivering the strategic direction of the service including business case development, workforce planning and national policy interpretation and implementation. Assume responsibility for leading on Group/Service-wide changes as agreed.
Continually review, and modernise administrative practices to improve effectiveness, patient pathways and information flows.
Facilitate performance and service improvement policies and implement them as agreed by the Management team.
Analysis and benchmarking of operational and clinical performance and outcome indicator to inform service change and development.
Establish and maintain links with a range of external partners/stakeholders providing them with information regarding performance as requested and gaining their support to ensure delivery of national and local targets.
Identify compromising issues at the earliest opportunity and provide management support to reach a resolution in relation to capacity, staffing and complaints.
Review and audit service delivery and identify opportunities for further modernisation/rationalisation.
Assist the clinical team with distressed and angry patients and relatives/carers regarding issues related to their care as required.
Working with external partners, negotiate commercial contracts and other partnership agreements to support the delivery of activity.
Act as an authorising signatory for non-stock requisitions within limits agreed with the Trust.
Act as a signatory for petty cash receipts.
Budget holder for several admin budgets across the Group/Service.
Ensure all Group/Service staff understand, and comply with, their duty to accurately record patient activity that will be used for activity commissioning and financial purposes.
Monitor external service delivery contracts to ensure delivery of those contracts and early identification and reporting of any risk to that delivery.
Identify and ensure that all chargeable clinical activity is accurately captured, recorded and charged to the appropriate commissioning organisation.
Line manage, develop and support staff in their teams, including:
- Monitoring staff performance and absence
- Undertake annual appraisal for directly managed staff agreeing performance objectives and ensuring that all indirect reports receive an annual appraisal complete with performance objectives
- Appropriately manage any concerns/issues/grievances raised by staff
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Ensure that national quality and environmental standards are achieved.
Ensure compliance with the Care Quality Commission (CQC) Essential Standards Registration requirements.
Maintain and develop strong systems for governance, supporting clinical colleagues with clinical governance systems.
Establish working relationships and work collaboratively with colleagues across the Trust to identify and share best practice and improve service delivery to achieve national and local targets.
Always ensure the quality of data provision within the Operational Service and promote the use of new information technology.
Actively participate in implementing the Trust’s quality and safety agendas.
Manage patient complaints, meet with complainants and provide response and resolution.
As required design and populate datasets and run reports to monitor and improve workstreams and achievement of performance standards and targets.
Using advanced IT skills, manipulate complex datasets using Trust systems available to analyse trends, progress against targets etc.
Analyse data to ensure capacity for Group/service is in line with demand. Providing weekly summary reports to the management team monitoring progress in relation to government targets.
Person Specification
Qualifications, Knowledge and Experience
Essential Criteria
- First degree/equivalent professional qualification/equivalent experience
- Leadership training
- Management training
- Training and experience to Masters’ or equivalent level/post graduate level study
- Project Management qualification / further training or demonstrates substantial level of project delivery experience
- Consolidated experience to demonstrate capability and capacity for management of health services at a senior level
- Demonstrable staff and resource management experience across a range of a variety of issues
- Able to facilitate and implement policy, guidelines and projects from initiation to completion
- Demonstrates experience of managing challenging problems by developing practical workable solutions to address them.
- Ability to communicate vision to staff and manage change effectively.
Desirable Criteria
- Previous proven experience in a healthcare setting
Trust Values
Essential Criteria
- Patient First
- Working Together
- Always Improving
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