Operational Manager, Care Coordination Centre in Colchester

Risk, Safeguarding & Escalation

Main area Care Coordination Centre Grade Band 5 Contract Permanent Hours Full time - 37.5 hours per week Job ref 828-PROVIDE4266

Employer Provide CIC Employer type NHS Site Provide HQ Town Colchester Salary £32,073 - £39,043 N/A Salary period Yearly Closing 15/09/2026 23:59

Job Overview

To lead the day‑to‑day operational management of the Care Coordination Centre, ensuring safe, efficient, high‑quality, effective and timely administration coordination of referrals, triage support, caseload allocation and communication across internal and external customers.

Main duties of the job

To ensure that stakeholder’s information requirements are fully understood and that the service provided meets those needs.

The post holder ensures CCC workflows run smoothly, staff are supported, data quality is maintained, and patients receive timely, person‑centred navigation.

To ensure service compliance with the relevant policies, procedures and protocols including those relating to patient confidentiality, information sharing, records management, data protection, Caldecott principles and Information Governance.

Working for our organisation

Provide is a Community Interest Company (social enterprise). We deliver a broad range of health and social care services in the community, and are committed to making sure that they are safe, responsive and of high quality. Provide is owned by its employees and has primarily social objectives. Any profits we make are reinvested into the local community or back into delivering services.

We work from a variety of community settings, such as community hospitals, community clinics, schools, nursing homes and primary care settings, as well as within people’s homes to provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England.

A Highly Respected, Award Winning Health And Social Care Provider. We Expect Our Staff To Demonstrate And Uphold Our Values At All Times

Vision

Transforming Lives

Values

Care, Innovation and Compassion

Mission

An ambitious, employee owned social enterprise, growing in size and influence. We transform lives by treating, caring and educating people.

Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills, proud to have LGBT+, Ethnic Minority and Men’s Networks.

We welcome applicants from underrepresented groups. If you have the skills and experience for the job, please apply regardless of your background.

Detailed Job Description And Main Responsibilities

• Operational Leadership
  • Manage daily CCC operations, ensuring all workflows run efficiently.
  • Provide line management, supervision, coaching, and performance oversight for CCC staff, whilst being a visible to support staff and operational leads/managers as required.
  • Oversee rotas, workflow dashboards, and operational KPIs.
  • Ensure adherence to SOPs, failsafe pathways, and escalation protocols.
  • Establishing effective relationships with external contacts and partnership agencies and ensuring Provide is represented as an outstanding organisation.
  • Lead service improvement initiatives, including process mapping and redesign.
• Maintain a high-level customer focused approach for the service delivery and ensuring this is maintained within the admin team.
• Specialist knowledge of a clinical service area or range of services supported by the Care Navigator /Coordinators.
• Undertake work related to direct line reports, create and maintain comprehensive service documentation, plans and reports.
• Responsible for the implementation of standard processes/procedures and contributes to service development through making suggestions at team meetings etc
• Managing the budget for CCC if required.
• Any other tasks as required that are commensurate with the role.
• Referral, Triage & Workflow Oversight
  • Ensure all referrals are logged, triaged (clinical triage by clinicians), and allocated within agreed timeframes.
  • Monitor queues, backlogs, urgent cases, and ensure timely escalation.
  • Oversee inbound/outbound communication channels (telephone, email, digital platforms).
  • Responsible for complex data collection about the services managed by the single point of access as required.
• Data Quality, Systems & Reporting
  • Ensure accurate, timely data entry into clinical systems SystmOne or CCC platforms.
  • Monitor data completeness, and compliance with IG standards.
  • Produce operational reports as required.
  • Contribute to achieving the KPI’s, service level agreements and implementing benchmarking/standards.
  • Systems Super User – available for advice and support to administration staff.
  • Assist with continuous service improvement, including proposing and supporting changes to processes and tasks across a range of services.
• Patient, Family & Carer Support
  • Act as a senior point of contact for complex patient or carer queries.
  • Answering queries, progress chasing, task-related problem solving for patients and providing non-clinical advice or information to others.
  • Support staff to manage sensitive conversations and complex coordination needs.
• Multi‑Agency Coordination
  • Liaise with and support operational leads/managers and staff members around service issues
  • Coordinate PTL meetings, as required.
• Risk, Safeguarding & Escalation
  • Identify risks or concerns during coordination and elevate appropriately.
  • Support CCC staff to follow safeguarding procedures.
  • Investigate and action reported incidents with use of Datix.
  • Contribute to incident reporting, learning, and service improvement.
• Workforce, Culture & Development
  • Support induction, training, and development of CCC staff including developing and updating induction processes for new starters.
  • Promote a positive, inclusive, and supportive team culture.
  • Encourage reflective practice, continuous learning, and quality improvement.
  • Undertaking performance and development reviews and supporting others to create personal development plans related to their job roles and aspirations.
  • Support the Team Leads in managing sickness absence with the support of the HR department and consider ways to minimise work absence.
  • Collaborating across the service in developing staff rotas and making best use of available resources.
• Physical, Mental & Emotional Requirements
  • Ability to work in a fast‑paced coordination environment.
  • Emotional resilience when supporting patients with complex needs.
  • Ability to concentrate for extended periods while managing data and workflows.
  • Ability to manage staff performance and handle sensitive HR issues.
• Training & Development
  • Mandatory training (IG, safeguarding, systems training, personalised care).

Person specification

Experience in effectively managing a high volume of communication from both staff and managers

Essential criteria

Ability to critically review systems and processes and make decisions and recommendations for change

Knowledge of digitalisation projects across Provide

Professional UK clinical registration required for the role?

If we require you to hold UK professional clinical registration to undertake a role we appoint you to, Provide will pay for your registration during the first year of your employment.

COVID-19 Vaccination

Provide CIC continues to encourage all colleagues to ensure they have been double vaccinated and received a booster vaccination.

We recognise taking the vaccine provides the best defence against COVID 19 for our patients, service users, customers, fellow colleagues, and their families.

Anti Fraud

Our staff have been trained in 'Anti-Fraud' and will use technology to examine identity/immigration documents.

Disability

If you have a disability and need assistance or more time to complete your application or attending interview, please contact a member of the HR Services Team on 0300 3030 2661 or provide.recruitment1@nhs.net.

Work Trials

Please check with your local Job Centre Plus to see if you are eligible for a Work Trial. If you are interested in trying this job first, please contact the HR Services team and we can help you make the arrangements with the Job Centre and the Recruiting Manager.

We are committed to equal opportunities, flexible working practices and the National Living Wage.

Successful Applicant

You will be required to bring all your documentation to your interview to show the recruiting manager and again at your pre-employment appointment with the Recruitment Co-Ordinators.

The information that you provide will be treated confidentially. If you fail to provide all of the information, Provide may not be able to fulfil our contractual obligations to you or may be prevented from complying with our legal obligations.