Integrated Urgent Care Services Operations Manager

The post holder will have operational responsibility for the Integrated Urgent Care Services (IUCS) across NEMS to ensure operational performance targets including access, workforce and service improvement are achieved. This involves delivery of all operational targets, ensuring services are provided within the agreed levels of activity, standards of performance, safety, quality and budget.

Our telephone assessment and handling services are a vital contribution to the timely assessment and management of patients within NEMS. Our teams of Call Handlers, Practitioners and GPs support patients referred through a range of services, including Primary Care, Emergency Department Validation, Ambulance Validation and the Out of Hours GP Service, ensuring patients receive timely access to the most appropriate care and support.

The post holder will work closely with the wider NEMS leadership team and provide direct support to the IUCS Operational Service Manager and leadership team to drive delivery of key service requirements.

Specifically, the post holder will be responsible for providing senior operational business management, leading on and delivering success across a number of key programmes within NEMS. These programmes are essential in ensuring NEMS can deliver its key performance indicators against its core objectives and will include a range of areas such as productivity and efficiency, workforce development, service transformation and continuous service improvement

Operational Management

Reporting to the Deputy Director of Operations,you will be a key and integral member of the management team.

Responsible for the day-to-day operational delivery of the IUCS services, responsible for ensuring where performance standards are off track that the drivers are understood and improvement plansare developed, implemented and evaluated to meet service expectations.

Provide a professional, senior management contribution across NEMS, working in partnership with Clinical teams and othersto deliver cost efficient, high quality and responsive services.

Drive, through engagement and collaboration with Clinical and Operational leads to identify operational improvement opportunities

You will have the autonomy to generate ideas in improving all services

Review and report operational performance against key performance indicators

Drive performance recovery plans ensuring clear roles and responsibilities and accountability for improvement actions.

Working with internal and external experts develop and deliver a capacity and demand assessment to support and drive current actions and inform future requirements.

Lead service recovery meetings.

Support Head of Digital to exploit the NEMSdata operations capability

Work with the Business Improvement team to maximise development and future business opportunities.

About NEMS

NEMSCBS is a high quality, high performing; not-for-profit organisation which delivers integrated urgent care and urgent primary care services to over 1million patients. Responsive, adaptable and continually evolving, we have areputation for delivering locally-tailored, safe, effective and cost-efficientservices with high levels of patient satisfaction.

Weare committed to investing in our people and have an established programme of learning and development, successfully developing our own Urgent Care Practitioners, Telephone triage clinicians and Advanced Clinical Practitioners.

NEMScurrently operates 3 main services: (1) Integrated Urgent Care across

Nottinghamshire serving a patient population of over 1 million, including home visiting, remote consultation and clinical assessment services; (2) Urgent Primary care provision located within the A&E Department at QMC, (3) A24-hour walk-in urgent…