Job Description
Job Title: Senior Operations Co-coordinator
Salary: £29,000 – £34,000 per annum (Plus shift enhancements) TEMP TO PERM
Responsible to: Head of Operations
Hours of work: 37.5 hrs (shift work 24/7)
Main purpose of job: To oversee the day-to-day management of scheduled and unscheduled care services operated by.
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Major duties and responsibilities:
1. Performance Management
i. Support the Head of Operations in the delivery and performance management of the call center and out-of-hours service
ii. Be operationally responsible for the delivery of targets across the service as a whole including the out-of-hours national quality standards and contractual KPIs
iii. Be responsible for the day-to-day performance of all staff across the service
iv. Assist with daily monitoring of access targets and reporting breaches of waiting times targets and to put in place remedial plans to ensure such events do not occur again.
v. To assist In the analysis, implementation and monitoring of departmental processes liaising with Operational and Clinical Programme Groups, departments and external agencies
2. Risk and clinical governance
i. Assist in the investigation and response to complaints, professional feedback, critical events/ SUI’s in line with the Partnership organisation’s policies.
ii. Assist in the implementation of the organisation’s clinical governance framework within the directorate and support the Clinical Governance infrastructure.
iii. Ensure Health and Safety met and followed at all times by all staff throughout the organisation
3. Staff Management
i. Monitor compliance within the service in line with terms of employments and local management policies and procedures.
ii. Line manage, including the recruitment and retention of staff and the management of any disciplinary, performance, attendance or grievance matters.
iii. Line manage staffing on issues such as timekeeping, work conduct and non-clinical grievance matters.
iv. Ensure all staff groups, permanent and temporary, are appropriately inducted and have the resources and knowledge to perform their role.
v. In conjunction with the Head of Operations, ensure staff performance is maximised via processes such as appraisals, team meetings and one-to-one discussions.
vi. Ensure that the Individual Development Review (IDR) tool is fully implemented for all staff in line with strategic objectives, in order to enhance team and individual performance. Identify training and development needs through this process and ensure development opportunities are made available to all staff and that participation is encouraged for such opportunities.
vii. Develop team morale and motivation through effective personal leadership, ensuring views and decisions are communicated both up and down the management structure.
viii. Ensure that accurate records are kept of annual leave, study leave and sickness for all staff (including clinical workgroups).
ix. Ensure the appropriate delegation of operational tasks to staff to ensure delivery of the service to the quality required.
x. Works with the senior management of the service to ensure service continuity
4. Financial Management
i. Ensure that delegated cost centres are managed within budget and opportunities for savings are identified.
ii. Support Head of Operations in achieving income and expenditure targets by maximizing staff (both clinical and non-clinical) forecasting tools to ensure human capital resource allocated appropriately in line with predicted service needs.
iii. Manage resource utilization and expenditure against control totals.
5. Service Planning and Improvement
i. Assist with implementation of service redesign, focusing on a patient centred approach to delivery at all times, liaising with the Head of Operations where appropriate. To support and contribute to improve and develop services.
ii. Assist with workforce reviews and implementation plans to reflect service needs short and long term.
iii. Contribute to the delivery of agreed defined projects and change management on in conjunction with LCW project groups.
iv. Support the Head of Operations in the development and implementation of business cases and bids to internal and external bodies to improve services and generate income for the organization.
v. Support the Head of Operations in the planning and implementation of changes to services and those related services delivered elsewhere in the organization.
vi. Ensure excellent communication with service users i.e. PCTs, General Practitioner ’s and the StHA and other key organizations, is maintained so that their needs and views are taken into account in the planning and monitoring of directorate activities and the development of services.
vii. Support the Head of Operations in developing a workforce culture of continued learning and improved patient care.
viii. Acting as the Primary Care lead in the event of a major incident
6. Information and Communication
i. Request, analyse and act on information relating to general performance activity and quality on a day-to-day basis, taking corrective action where appropriate to meet and exceed service provision standards.
ii. Assist in the development of systems to identify long waiters and ensure patients are transferred to the most appropriate service, in a timely fashion, within the organization.
iii. Comply with information governance e.g. Data Protection, Caldicott.
iv. Manage and disseminate information appropriately, e.g. New and amended Protocols and Policies to all staff groups.
v. Respond with appropriate empathy and sensitivity with patients face-to-face and on the telephone, especially when they raise issues of a highly sensitive nature.
vi. Support and calm patients who are anxious and complaining about the service they have received. To ensure co-operation throughout this process, ensuring that all barriers (patients who are hard of hearing/patients who do not have English as their first language) are overcome and that patients are not left anxious or distressed.
vii. Use communication skills effectively to persuade and influence clinical staff to support non-clinical staff where appropriate
7. Policy development
i. Responsible for policy development and implementation for the services under their responsibility.