ICC Hub Clinical Operational Manager

Our vision is to deliver outstanding emergency and urgent care whenever and wherever needed for everyone in London, 24/7, 365 days a year. We are the busiest emergency ambulance service in the UK serving one of the world’s most dynamic and diverse cities. We provide emergency and urgent healthcare that is free to patients at the time they receive it.

We are the only NHS provider trust to serve the whole of London and the nine million people who live in, work in or visit the city. We cover an area of 620sq miles and have more than 8,000 people who work or volunteer for us – rising to 10,000 when including bank staff and students.

We answer around two million 999 calls a year and our crews attend more than 3000 emergencies a day. Our 24-hour 111 integrated urgent care services London answer around two million calls a year.

We play a leading role in integrating access to emergency and urgent care in the capital and are striving to ensure patients receive the right response, in the right place, at the right time

Our main role is to respond to emergency 999 calls, providing medical care to patients across the capital, 24-hours a day, 365 days a year. Other services we offer include providing pre-arranged patient transport and finding hospital beds. Working with the police and the fire service, we are prepared for dealing with large-scale or major incidents in the capital.

Job overview

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 IC S, 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

Key responsibilities include:

• 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 IC S, 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.

Working for our organisation

Our strategy 2023-2028 outlines how we plan to achieve this, and is centred upon three missions focused on:

• Our care– delivering outstanding emergency and urgent care whenever and wherever needed.
• Our organisation– being an increasingly inclusive, well-led and highly skilled organisation people are proud to work for.
• Our London– using our unique pan-London position to contribute to improving the health of the capital.

To achieve these three missions we have set ourselves 50 commitments to deliver over the next five years. In developing these ambitious commitments, we have engaged extensively both inside our organisation, with our partners and with our patients, and we have analysed population trends and horizon scanned the future.

Detailed job description and main responsibilities

• 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 IC S, 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

• A minimum of a BSc Paramedic Science (or similar) in a clinically appropriate area or equivalent experience
• Essential Evidence HCPC registered Paramedic
• 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

• 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

• 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. In complex patient situations, support external clinicians to analyse the risk and benefits of alternative pathways for care and the options available making reasoned and logical deductions, and formulating plans.
• Able to plan, create and deliver training, briefings and updates to large groups of staff at all levels

Personal abilities

• 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

London Ambulance Service NHS Trust is a member of the Business Disability Forum and is a Disability Confident Committed Employer.

In addition to the basic salary for all Agenda for Change posts, London Ambulance Service NHS Trust in line with the NHS Agenda for Change provides 15% or 20% High Cost Area Supplement (HCAS) dependant on the location of your role. The supplement is subject to minimum and maximum payment.

High Cost Area Supplement (HCAS) for part time employee will be based on the part time salary.

Please note, the selection processes at London Ambulance Service are in place to ensure we recruit candidates with the right skills and values, please be advised that the use of AI in applications is monitored. We remain vigilant against candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills, and you will be required to declare on your application if AI has been used before submitting your application.

Correspondence regarding an application will be done via email to all job applicants. Please ensure you provide a current e-mail address on the job application form and please check your email inbox regularly.

If you are successful at interview and offered employment, your personal details will also be transferred into the national NHS Electronic Staff Records system.

Pre-employment checks will be required for all applicants who are issued with a conditional offer of employment. This includes Disclosure and Barring Services (DBS) checks as required for the post and registration with the DBS update service. Documents presented for the purpose of Identity Checks will be verified for authenticity via an ID Scanner. The security features to be checked include machine readable zone, ultra violet image and infra-red image.

The London Ambulance Service NHS Trust reserves the right to close adverts before the published closing date due to high volumes of applications received.

If you do not hear back from us within four weeks of the advert closing date, please assume that you have not been successful at the shortlisting stage.

Employer certification / accreditation badges

You must have appropriate UK professional registration.

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.