Service Manager (RAAR) (12 month FTC)

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• Main Duties and Responsibilities

  Strategic Direction

  In conjunction with the General Manager, support the Clinical Director, Clinical Leads, Head of Nursing, Lead Nurse and Matrons to: 

   

  •       Lead on the development of service strategy and annual plans for designated specialties as part of the annual planning cycle.

   

  •       Support and promote the Trust’s mission, values, aims and objectives.

   

  •       Produce accurate, high quality business cases and service development bids taking into account activity and income projections.

   

  •       Ensure strong operational and financial service performance against plans through identification of problems at an early stage and the initiation of corrective action

   

  Service Management

   

  Be responsible for the day-to-day operational management of the service, reporting to the General Manager on all matters affecting the delivery of core services including: 

   

  •       Support the Trust’s performance and management framework and be accountable for performance in designated specialties against all key dimensions within the framework including the achievement of national targets, taking corrective action as required.

   

  •       To assist with the investigation and response to formal complaints as required, taking steps to ensure that lessons are learned from issues which give rise to complaints and that these issues are not repeated.

   

  •       To ensure that clinic administration is carried out in accordance with Trust policies, ensuring all clinic changes and other adjustments are carried out on EPIC quickly and efficiently and to continually monitor the effectiveness of clinic booking patterns.

   

  •       To be conversant with all operating systems and databases and to ensure that relevant staff have the skills to manage this effectively, in a manner that ensures the patient pathway is clearly understood.

   

  •       To monitor the quality and timeliness of patient related communication across services including the quality and accuracy of letter templates, the speed of turnaround for clinical letters, the use of voicemail and the responsiveness of staff when contacted by patients or referrers.

   

  •       To ensure adequate staffing levels of all staff groups within established resource.

   

  •       To support the continued roll out and on-going use of transcribing and voice recognition tools to ensure that services make the best use of available resource and that maximum benefits are realised.

   

  •       Where relevant, to ensure that rotas and on-call arrangements are in place through the service and that these comply with workforce and working time directives.

   

  •       To ensure effective communication systems are in place across and between specialties and other relevant service groups.

   

  •       To ensure the establishment and maintenance of good working relationships and communications with the wider Trust, promoting a culture where clinical and other staff are actively involved in decisions on how services are provided and targets delivered.

   

  •       To ensure collaborative partnership working with other Trusts, other NHS agencies and with other health and academic partners across the health economy and across King’s Health Partners.

   

  Where appropriate, take responsibility for ensuring that the separate needs of King’s services on our smaller sites are understood and effectively managed, including liaison with property owners as appropriate. 

   

  •       To participate in on call arrangements, as required.  

   

  Service Improvement

   

  •       Monitor the improvement programme for the services and associated work streams to support patient pathways.

   

  •       In collaboration with the Clinical Director, Clinical Leads, Head of Nursing, Lead Nurses, Matrons, AHP leads, General Manager and others facilitate patient pathway projects and improvements.

   

  •       To review and update standard operating policies and procedures, taking action as appropriate to enable continuous improvements to service quality.

   

  •       To work with specialty based staff to achieve sustained improvements including the following areas as appropriate :

   

  -   RAAR Key Performance Indicators (as set out by NHS England)

  -   UK Rehabilitation Outcomes Collaborative reporting including use of Badgernet

  -   Outpatient efficiency – for example DNA and cancellation rate

  -   Inpatient efficiency – for example referral response times, length of stay, discharge outcomes and

  -   Clinical Quality

  -   Patient Experience

  -   Financial efficiency - for example coding depth and accuracy and service line profitability.

   

  •       To support and encourage appropriate innovation in clinical practice and in the way services are perceived by patients, recognising the importance of informed choice for all patients.

   

  •       To lead on changes to Information systems in conjunction with ICT as required to support the service. 

   

  •       To encourage the appropriate development of quality systems, clinical pathways, guidelines and service protocols and to support the effective use of multi-disciplinary audit.

   

  Information and Planning

   

  •       To introduce and maintain the Trust’s performance and management framework for services and be accountable for performance against all key dimensions within the framework, including the achievement of national targets, taking corrective action as required.

   

  •       To review and escalate as appropriate performance indicator information in line with the Trust’s performance management framework.

   

  -   Support Patient Target List (PTL) management and validation.

  -   Validate and distribute reports and performance data to clinical teams.

  -   Validate and distribute data on demand, capacity, waiting times and other performance metrics.

  -   Lead the development of robust information systems to support performance reviews (internal and external).

  -   Develop a close understanding of data collection arrangements across the Trust.

  -   Work with the Business Intelligence Unit, with Contracts and with other departments to produce reports and information for clinical teams.

  -   Produce and perform presentations on performance for the Care Group and Site  Executive management teams.

   

  •       To understand national data requirement including national datasets and to advise the Trust on how best to implement systems to meet these requirements.

   

  Financial Management

   

  •       To be accountable for the financial performance of delegated budgets within identified specialties, taking actions to limit spending when required.

   

  •       To deliver the objectives of the clinical services in line with commissioned activity and budgeted income.

   

  •       To develop cost reduction, income generation and efficiency proposals as required and implement them successfully.

   

  •       To lead implementation cost improvement initiatives focusing on income generation, on cost controls and on internal efficiencies as required and to implement agreed CIP programmes and plans.

   

  •       To ensure that all those within the services with influence over expenditure have the knowledge/ability and information required to understand the current financial framework.

   

  •       To ensure that valuable resources, for example rehabilitation robotics, are used to maximum benefit.

   

  •       To ensure that all those within the services with influence over expenditure have the knowledge / ability and information required to understand the current financial framework and the impact of commissioning intentions.

   

  •       To authorise expenditure in line with Standing Financial Instructions and ensure that appropriate protocols are in place to control expenditure within budget.

   

  •       To monitor expenditure and ensure timely identification of budget variances, taking appropriate action to rectify such discrepancies.

   

  Risk and Quality Management

   

  •       To work with the patient safety, patient experience, risk & governance team to monitor and manage risk within specific services, to help investigate AIs/SUIs and to support the overall risk management structure of the Care Group, the Site and the Trust.

   

  •       To ensure that the Risk Register for identified specialties is kept up to date and that key actions are completed.

   

  •       To ensure that all risk assessments are completed for areas within identified specialties.

   

  •       To work with colleagues across the Care Group and Site to effectively communicate and share best practice.

   

  •       To be responsible for establishing the methods for collection of data required by local, regional and national bodies to measure clinical performance.

   

  Activity and Contracts

   

  •       To maintain an up to date awareness of areas of variance against contracted performance in identified specialties, analysing and explaining the reasons for variation where it occurs.

   

  •       To work with clinical and administrative teams to achieve high levels of data quality and implement new systems where necessary.

   

  •       To maintain productive relationships with NHS England (London), Health Education England (London) and other funding and regulatory agencies, working in collaboration to achieve joint objectives and in support of the system wide sustainability agenda.

   

  •       To manage external contracts with funding agencies, commissioning bodies and other organisations.

   

  •       To ensure effective processes and procedures are in place to monitor and track performance within the service against the performance contract with a particular focus on ensuring there is sufficient capacity to meet demand in the short and long term.