Service Manager - Acute Medicine & Ambulatory Emergency Care

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Detailed job description and main responsibilities

Roles and Responsibilities

Operational Management
• Provide hands-on operational management to designated areas of the Acute Medicine & Ambulatory Emergency Care Directorate, ensuring the delivery of services in line with expected service standards.
• Be accountable through the Deputy General Manager for the monitoring and delivery of key quality, productivity and performance targets e.g. SDEC utilisation, activity levels and Emergency Department admitted patient waits.
• Take responsibility for the investigation and co-ordination of complaints that are predominantly administrative / medical related within the directorate working closely with the Service Directors, Lead Nurse, matron, medical staff and with the Patient Advisors.
• Be responsible for effective communication systems within areas of management responsibility including regular team and departmental briefing.
• Undertake appropriate projects identified by the Deputy and General Manager.
• Promote excellent customer service and patient experience throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
• Support the delivery of quality and Clinical Governance objectives.
• Lead on health and safety and risk reviews for designated areas of responsibility.
• Participate in business planning ensuring multi-disciplinary involvement at specialty level in activity and development plans.
• Assist the Deputy and General Manager in the production, implementation and revision of operational policies throughout the Directorate, instigating the changes to or implementation of policies and procedures.
• Support completion of patient and staff surveys and other feedback mechanisms, formulating remedial action plans.

Person specification

Education & Qualifications

Essential criteria

• Educated to degree level or equivalent
• Evidence of on-going development

Desirable criteria

• Experience to Master's level or equivalent

Experience

Essential criteria

• Management experience -Significant operational experience at a management level within an NHS Trust
• Proven experience of service development & change management
• Experience of managing medical staff and/medical issues

Skills and knowledge

Essential criteria

• Demonstrates effective leadership
• Strong people management skills
• Financial, performance and information management and analysis skills
• Ability to plan, co-ordinate and monitor the delivery of services and/ or projects.

Personal qualities

Essential criteria

• Commitment to involving patients, families and carers and staff in shaping plans and delivering service improvements
• Commitment to develop a culture that promotes equality and diversity.

Important

• The closing date given is a guide only. There may be some occasions when we have to close a vacancy once sufficient applications have been received. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly as this is how we will communicate with you throughout the recruitment process.
• If you have not heard from us within 3 weeks after the closing date, we regret that this usually means your application was not successful.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• JD (PDF, 1.2MB)
• Functional Requirements Form (PDF, 432.6KB)
• Guidance for applicants (PDF, 85.4KB)
• Policy Statement (PDF, 144.5KB)
• Staff Benefits and Wellbeing (PDF, 196.5KB)
• Recruitment Pack (PDF, 2.8MB)