Operations Manager

Working in

partnership with the Site Manager, the Operations Manager will work on a shift

basis to coordinate and manage the day-to-day service provision of the

designated PELC UTC services. This will involve providing expertise and

operational support to admin, clinical and medical staff.

This role will

have specific responsibility for daily operational performance and the

efficient delivery of services to ensure patient safety and to support the

wider strategic development of the designated services.

To provide day to day management of all resources

within the service including equipment and human resources and ensure safe

service provision for staff, patients and visitors.

Working closely with the rota team on rota

allocation to ensure minimum staffing levels are met for service delivery and

ensure skill mix reflects the needs of the service.

Day to day monitoring and management of physical

and clinical queues within the UTC to aid effective and active queue management

thus improving patient flow.

Have organisational knowledge of organisational

protocols and procedures and ensure they are adhered to.Facilitate

collaboration and joint working between departments

To validate and report on site breaches.

To investigate and report on daily anomalies

in relation to streaming and 4 hour reports.

Escalate in real time operational pressures

via OPEL and ensure all staff within the UTC are kept informed.

Facilitate the resolution of complaints,

conflicts and issues from patients, staff, suppliers, other internal and

external service providers

and partner organisations in a timely and appropriate manner in line with PELC policies and procedures.

Ensure accurate logging of all site complaints,

incidents, risk assessments and feedbacks making use of the appropriate PELC

systems e.g. DATIX and work in partnership with the site manager to develop and

implement action plans.

To ensure effective risk management including all clinical

governance arrangement are in place and the requirements are met for the

organisation

for undertaking investigations or delegating as appropriate. To include

investigations of incidents, complaints, disciplinary etc ensuring appropriate

action plans are developed and completed to resolve deficiencies in service

provision.

Daily & weekly review of both clinical and

operational rota coverage to ensure adequate staffing levels and escalate in

real time any potential risk to the site manager

Highlight any opportunities for service

improvement to the Site Manger.

Manager in the planning and review process including business planning, service

reviews and workforce planning.

Set up and manage forums for collaborative

working cross multi-disciplinary sites including daily huddles and staff

meetings.

Staff Management Responsibilities

Line manage staff and ensure accurate and

timely update of staff changes on RotaMaster and to the payroll team in line

with agreed deadlines.

and maintain records on staff attendance including absence, lateness, and

failure to arrive for a shift, ensuring all instances are acted upon and

completed within the specified timeframes. Manage sickness, disciplinary and

performance issues and support designated staff in line with PELC policies.

regular bi-monthly one to ones to ensure any performance training needs or

competency issues are identified and addressed swiftly.

annual appraisals including setting objectives and expectations.

Working with HR on the recruitment of

reception staff for the UTC including shortlisting and conducting interview.

Organise

site induction and appropriate training for new staff.

with HR to ensure all staff are up to date with all mandatory training and

disclosures.

Ensure there is

commitment to achieving continuous professional development of all staff.

Line manage,

coach, motivate and develop team morale through effective personal leadership.

To be a role

model for the service and staff working within the service.

The Partnership of East London Cooperatives Limited (PELC), is a non-profit member-based organisation delivering urgent care to a population of over 2 million people in North East London at four Urgent Treatment centres located at the following hospitals:

PELC also provides Out of Hours Home Visiting and an Outreach service to the homeless community in the boroughs we serve. All our services are regulated by the Care Quality Commission (CQC).

PELCs membership is drawn from GPs, health professionals, patient representatives, and staff in the boroughs we serve-Barking and Dagenham, Havering, and Redbridge. The organisation reinvests all profits into improving its services and has no shareholders.

Qualifications

Essential: - Relevant first degree, equivalent professional qualification or equivalent experience.; - Evidence of continued learning / personal development

Desirable: - Project Management /Prince 2/Change Management

Experience

Desirable: - Experience of effectively managing health care staff & services

Knowledge, Skills & Abilities