ICC Hub Clinical Operational Manager in London

Integrated Care Coordination (ICC) is an innovative joint initiative between the London Ambulance Service (LAS), ICBs, Acute Trusts and Community Providers. It offers clinical advice by drawing on expertise from Consultants in Emergency Medicine and other specialities, LAS clinicians, Mental Health Clinicians, General Practitioners and Urgent Community Response teams. The aim is to support pre- and post-dispatch clinical decision making, identify appropriate hospital and community pathways, streamline referrals and coordinate care across the Integrated Care System. This strategic, multi-agency approach ensures patient-centred care across the ICS, reducing unnecessary Emergency Department attendances, supporting flow and providing safe, effective alternatives.

The Clinical Operational Manager will be a highly motivated and dynamic individual who will be key to the successful delivery of the ICC Hub model. Based within the ICC Hub the role will provide consistent clinical operational leadership, ensuring smooth coordination across services. This is an exciting opportunity to shape an evolving service that is improving outcomes for patients and reducing system pressures, for someone who is passionate about collaborative, patient-centred care and driving system change.

Main duties of the job

• Hold clinical and operational accountability for the performance of the ICC Hub, balancing competing operational, clinical and system priorities to optimise outcomes for patients, The Trust and partners.
• Facilitate the development and integration of alternative care pathways for the ICC Hub.
• Support the sector clinical quality team in promoting the ICC Hub; providing guidance to operational clinicians and responding to clinician feedback and experience.
• Day-to-day management of the ICC Hub Coordinator, ensuring data validation, phone answering and referrals are undertaken efficiently and effectively.
• Recruitment and onboarding of external clinicians into the ICC Hub, arranging induction, contracts and ongoing rostering and education as required.
• Support the Clinical Support Manager as required with their day-to-day management of the ICC Hub shift, for example assisting Senior Clinical Decision Makers with ICC Hub process.
• Promote the ICC model across the ICS, engaging with local stakeholders and healthcare partners.
• Monitor and evaluate service performance, contributing to continuous improvement within the ICC Hub and system integration.
• Reporting and escalation both internally and externally, producing high level reports and presenting to a range of stakeholders about the ICC Hub model.

Person Specification

Qualifications

• Essential: A minimum of a BSc Paramedic Science (or similar) in a clinically appropriate area or equivalent experience.
• Essential: Evidence HCPC registered Paramedic.
• Desirable: Postgraduate qualification in pre-hospital care or equivalent level of experience in the relevant field (i.e. Clinical Hub, NHS 111 or similar area of practice).

Experience

• Essential: Experience in leading or managing clinical teams in a remote consultation setting.
• Experience of cross organisational or system wide transformation.
• Experience in leading quality improvement activities in a healthcare setting.
• Experience of negotiation with senior stakeholders which may include difficult and controversial issues, presenting complex and sensitive information to large and influential groups.
• Experience of leading, managing and delivering significant change projects involving stakeholders.

Knowledge

• Essential: Can demonstrate partnership working and the understanding of how and when partnerships should be built, navigating, and understanding local, regional, and national political positions in order to solutions that span across multiple stakeholders.
• Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales.
• Demonstrable ability to analyse and interpret highly complex data, in relation to patient complexity and clinical outcome measures.
• Able to plan, create and deliver training, briefings and updates to large groups of staff at all levels.

Personal abilities

• Essential: Provide effective, inclusive, and compassionate leadership across own areas of responsibility, ensuring all voices are heard and creating and nurturing a culture where staff feel safe to speak up.