Service Manager - Business Development (XN08) in Leeds

We are looking for an energetic, passionate and well-motivated individual with excellent organisational and interpersonal skills to join the Urgent Care CSU Management Team as a Service Manager on a 12-month secondment, managing multiple specialties. Applicants should have experience of patient administration, staff management and service improvement. Experience of working in an acute setting will be desirable. The successful candidate will be able to lead and motivate staff to work in new ways and should be able to identify opportunities for improvement and implement change accordingly. You must be enthused about providing a quality service to patients who access the Emergency Care services and should be able to ensure that our services work in support of the delivery of wider organisational objectives. In return, you will become part of a motivated and expert team. You will gain opportunities to enhance your management skills, participate in complex business planning and develop a set of skills that will ensure you are well prepared for future opportunities that may arise.

The Service Manager will ensure that robust financial management systems are in place to help achieve efficient use of resources. Specifically, the post holder will line manage the CSU Business Managers.

Main duties of the job

Working closely with the general manager and deputy general manager, the service manager will manage a complex programme of interdependent projects across more than one speciality to ensure development of financially affordable solutions to capacity and quality constraints in Urgent Care CSU, based at St James Hospital and Leeds General Infirmary. This will enable the development, delivery, and maintenance of all access standards, managing demand.

The Service Manager role is a key member of our Urgent Care Management Team who will manage a complex programme of interdependent projects across more than one speciality to ensure development of financially affordable solutions to capacity and quality constraints in Urgent Care CSU, based at both sites. This will enable the development, delivery and maintenance of all access targets ensuring clinical pathways are as efficient and effective as possible for our patients. Working in partnership with clinical staff, commissioners, managers and users, the post holder will lead the redesign of services and business processes and be responsible for facilitating the involvement of all stakeholders to ensure timescales are met and service benefits realised.

We believe that robust business management and quality improvement are essential to underpinning excellent and efficient clinical care and are looking to recruit someone who shares this value.

About us

The Urgent Care CSU covers Adult Emergency Department at the St James Hospital and one at the Leeds General Infirmary, a paediatric Emergency Department at the LGI, Acute Medicine Services, Primary Care Access Line services and remote monitoring virtual ward. We employ over 800 staff and last year we have seen over 230,000 patients in our emergency departments. We are proud to be part of one of the largest teaching hospitals in the country, Leeds Teaching Hospitals NHS Trust. We work closely with Leeds Community Trust and primary care in Leeds, our commissioners and other City partners. We believe that collaboration with partners is key to the delivery of outstanding patient centred care.

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Job responsibilities

Working closely with the General Manager, the Service Manager will manage a complex programme of interdependent projects across more than one speciality to ensure development of financially affordable solutions to capacity and quality constraints in Urgent Care CSU, based at St James Hospital and Leeds General Infirmary. This will enable the development, delivery, and maintenance of all access standards, managing demand & capacity and continuously driving improvement. Working in partnership with clinical staff, commissioners, managers and users, the post holder will lead the redesign of services and business processes and be responsible for facilitating the involvement of all stakeholders to ensure timescales are met and service benefits realised. The Service Manager will ensure that robust financial management systems are in place to help achieve efficient use of resources. Specifically, the post holder will line manage the Clinical Service Unit Business Manager, ensuring that operational and access targets are met, and take the lead in developing effective business processes and systems within the Urgent Care CSU to enable the sustained delivery of key operational targets.

Knowledge, Skills and Experience Required

Please see the Person Specification below.

Core Values

• Commitment to ensuring the delivery of high quality evidence based care
• Professional image and positive approach to problem solving
• Maintain positive working relationships with others
• Commitment to own personal and professional development and the development of others within the team
• Honest and fair minded with a positive attitude to change
• Willingness and ability to travel around and between Trust sites, and to key stakeholders
• Promotes a culture of equality, mutual respect, and diversity
• Is regarded as having integrity and trusted by others

Core Behaviours and Skills

• Ability to work under significant and sustained pressure and to highly demanding and often conflicting timescales
• Ability to maintain systems for keeping abreast of changes in the NHS and their impact on Urgent Care CSU
• Commitment to team working with the ability to take personal responsibility for difficult decision making
• Ability to monitor, maintain and improve service delivery
• Awareness of strategic direction and ensure local business plans take account of the overall direction of the Trust
• Ability to communicate and network effectively, negotiate and influence others taking into account the multi-professional and organisational cultures
• Highly developed communication skills to enable the development of workforce and capacity planning and ensure that departmental business plans and continually changing service plans and schedules are updated to meet service needs
• Ability to produce a range of documents to varying audiences, both internal and external to the Trust some of which is of a confidential, sensitive or contentious nature
• Possess change management skills to include service reconfiguration
• Ability to establish processes and systems within Urgent Care CSU to develop and monitor financial and business plans across specialist services working collaboratively with other Clinical Service Units

Core Knowledge and Understanding

• Demonstrates an understanding of both the NHS culture and of the cultures of the different health professional groups
• Sound understanding of the NHS modernisation agenda to include priorities from the NHS England, Department of Health, Healthcare Commission, National, Local and Trust Targets
• Work within the Trust's Standing Orders and Standing Financial Instructions and Clinical Governance arrangements
• Work within the Trust's Capital and Corporate Planning procedures
• Understanding and experience of effective information analysis, data interpretation and presentation, and software applications essential for communicating business, finance and workforce plans
• Good sound knowledge and understanding of writing comprehensive business cases
• Work within the Trust's HR guidance and toolkits for HR processes to include workforce planning, recruitment and selection, honorary contracts
• Understanding of Trust Policies and Procedures e.g. HR/Risk Management/Clinical Governance
• Understanding of Commissioning, contracting and service agreements to include Aligned Incentive Contract
• Understand and help delivery of the Urgent Care CSU waste reduction target
• Understanding of management and operational arrangements in the Trust

Key Responsibilities

1. Business Delivery and Operational Service Delivery
   • To lead on the delivery of operational service targets within the Urgent Care CSU to ensure that income is maximised and targets achieved.
   • To line manage the Urgent Care CSU Business Manager where appropriate, and have overall accountability for the performance of the patient administration function, ensuring services are managed within agreed budgets.
   • To ensure the development of effective business systems and procedures within the Urgent Care CSU.
   • To ensure that robust activity and financial management systems are in place to maintain business continuity during the planning and commissioning of the service plans.
   • To monitor contract activity and ensure that systems are in place to deliver planned contract activity.
   • To ensure that appropriate risk management strategies are developed and that the Urgent Care CSU risk register is updated regularly to reflect the current issues facing the service.
   • Delegated budget holder.
   • To be involved in budget setting for services.
   • To create, collate, interpret, analyse, data to turn it into useful information to enable Urgent Care CSU to monitor and control performance and quality along with changes in financial and activity modelling. This includes the use of formulae.
   • Participate and deliver quality assurance checks and visits within the clinical environment e.g. wards, outpatients etc. with matrons to review the environment, equipment and ensure it meets the necessary standards.
   • Participate in quality assurance of facilities for example, when commissioning / relocating services, to ensure that the facilities comply with national guidelines and legislation.
2. Service Development
   • To take lead responsibility for developing a robust project management framework to support the delivery of service change, including the preparation of a detailed project plan, key outcomes, deliverables and timescales.
   • To ensure that the project is delivered within the available resources and to the agreed timescales, providing regular highlight reports to the Urgent Care CSU triumvirate management team.
   • To play a leading role in the primary planning group ensuring that the work of various sub groups are on track, that the project as a whole is coordinated and that significant issues/problems are raised in a timely manner, enabling early remedial action if required through the development of options and recommendations to mitigate risk.
   • To propose changes to processes, procedures and patient pathways. To lead on developing new processes and procedures, supporting development of clinical protocols and models of delivery at a regional level.
   • To identify areas of improvement within the service and lead on the development of required changes to impact on access, quality, performance and finance. Sometimes these service developments may have a national profile.
   • To be involved in the development and creation of policies, some of which may impact on other Regional organisations and Units, District General Hospitals etc.
   • To implement and performance manage adherence to Trust and departmental / service policies.
   • To ensure active engagement and ownership of key stakeholders in the project, liaising with key professions including clinicians, managers, nursing, service users and planners.
   • To act as a change agent, consulting with all involved parties, gaining agreement and approval for new ways of working. Ensure new patterns of work are monitored and evaluated.
   • To establish and maintain an effective communications strategy, to ensure that all stakeholders are fully informed.
   • To take the lead on the development of revised finance and activity plans, working closely with clinical and finance colleagues to identify the costs of the agreed packages of care, and a revised pricing structure.
   • To represent the Trust in discussion with commissioners about revised packages of care, in line with the Aligned Incentive Contract.
   • To work with the service heads to develop business cases for equipment or staffing bids required as part of the centralisation.
   • To develop a marketing strategy for the new unit.
   • To ensure training and induction packages are in place for all staff groups.
3. General Management
   • To deputise as appropriate for the General Manager.
   • To attend and contribute as a key member at the Urgent Care CSU Management Team meetings.
   • Investigate complex complaints in line with the Trust's Complaints Procedure and ensure that all complaints are used positively to improve service deficiencies.
4. Research/Audit Activity
   • To contribute to staff surveys, Urgent Care CSU patient experience surveys etc. to identify areas of improvement.
   • To regularly conduct audits such as secretarial audits, outpatient follow ups, re-admissions, monthly key performance indicators length of stay, theatre utilisation, delayed discharges.
   • Support the set up of clinical trials, work with clinical and research teams to monitor the recruitment of patients and ensure the business process that coordinates the R&D programmes are effective.

Person Specification

Experience: At least three years experience at middle management level in the NHS, including business planning, budgetary management and service improvement. Able to prepare business cases/lead others through the process.

Skills & behaviours

• Ability to analyse complex information to support managerial decision making.
• Good communication, presentation & interpersonal skills.
• Performance Management skills.
• Strong prioritisation skills with the ability to manage competing demands.
• Able to influence, negotiate and build working relationships.
• Self motivated, highly organised, focused and results oriented and can lead and deliver through others.
• Ability to cope with high levels of pressure.
• Has the ability to quickly and effectively establish the respect of colleagues and other health professionals.

Qualifications

Managerial qualification to diploma level or equivalent experience. Willingness to undertake training and development as identified through the Personal Development Planning process.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.