Nhs 111 Non Clinical Performance Manager

**NHS 111 Non Clinical Performance Manager**

**DHU Healthcare**

**The closing date is 10 May 2023**

**Job summary**

To provide
proactive and professional management, leadership, support and coaching to call
taking staff and to ensure efficiency, quality and safety of the service at all
times. Ensure adherence to National Quality Requirements and organisational Key
Performance Indicators through proactive and innovative management. Ensure
adherence with all contract requirements, work online to a safe and effective
standard maintaining own skills and competence. To liaise with key stakeholders
and represent DHU in a timely and professional manner as and when required.

**Main duties of the job**

To support
the day to day operation of our DHU Advice Centres through safe, effective and
efficient line management of our Health & Service advisor workforce

To provide
support through real-time leadership and direction to call taking staff,
managing relationships effectively and leading performance management processes
and analysis that enables excellent performance to be established and
maintained

Assisting in
ensuring operational effectiveness and efficiency within the National Quality
Standards and KPIs for all our NHS 111 and Out of Hours Contracts

Please see attached JD & Spec for further details

**About us**

DHU Healthcare is a not-for-profit community interest company
providing a diverse range of services to the NHS frontline, including urgent
and emergency care, primary care, out of hours services and NHS111. We operate
365 days a year, 24 hours a day across a wide geographical area including
Derbyshire, Northamptonshire; Nottinghamshire; Leicester, Leicestershire &
Rutland; Lincolnshire, Milton Keynes, Bath, North East Somerset, Swindon and
Wiltshire a population totalling around ten million. A socially conscious
organisation, we provide compassionate, safe, high-quality care to our patients
and the communities we serve and offer a supportive work environment to our
2,000 people. You can find out more about us at Our
profile : DHU Healthcare

**Date posted**

25 April 2023

**Pay scheme**

Other

**Salary**

£27,055 to £32,934 a year

Pro Rata Per Annum

**Contract**

Permanent

**Working pattern**

Full-time

**Reference number**

M0051-250423

**Job locations**

Birchover House

Joseph Street

Oldbury

B692AQ

**Job description**

**Job responsibilities**

NHS 111 Non Clinical Performance Manager x 6 (Oldbury)

DHU 111 (East Midlands) CIC provides quality
primary healthcare services. As a not for profit social enterprise, we have a
commitment to high standards as well as a proactive approach towards patient
care and to achieving the delivery of a patient focused service.

We have an exciting opportunity for a NHS 111 Non Clinical
Performance Manager to join our management team.

Duties of the role include:
To support
the day to day operation of our DHU Advice Centres through safe, effective and
efficient line management of our Health & Service advisor workforce

To provide
support through real-time leadership and direction to call taking staff,
managing relationships effectively and leading performance management processes
and analysis that enables excellent performance to be established and
maintained

Assisting in
ensuring operational effectiveness and efficiency within the National Quality
Standards and KPIs for all our NHS 111 and Out of Hours Contracts

Developing
and coaching a team of Health and Service Advisors with the support and
guidance from the Operational Performance Managers, to provide a safe and high
quality patient focused service for the NHS
111 Services across Derbyshire, Leicestershire, Lincolnshire, Northamptonshire,
Nottinghamshire, and Milton Keynes

Interpreting
organisational performance and take timely action to address any performance
concerns identified.

To support adherence
to contractual and regulatory performance and quality standards, making
improvements to patient experience, service quality, and efficiency.

Who you will need to be:
Excellent
interposal and communication skills

Excellent
technical skills with the ability to make decisions quickly

Dynamically
minded with good leadership skills

Delegation

**Skills**:
Ability to
use initiative and problem solving skills

Effective
time management strong organisational skills

Flexibility
to meet service needs

Personable,
professional and capable of making positive connections with all teams within
the Advice Centres

Enthusiastic
with energy and drive.

Creative
and Innovative thinker.

Proactive
and positive especially in relationship building

Job description

**Job responsibilities**

NHS 111 Non Clinical Performance Manager x 6 (Oldbury)

DHU 111 (East Midlands) CIC provides quality
primary healthcare services. As a not for profit social enterprise, we have a
commitment to high standards as well as a proactive approach towards patient
care and to achieving the delivery of a patient focused service.

We have an exciting opportunity for a NHS 111 Non Clinical
Performance Manager to join our management team.

Duties of the role include:
To support
the day to day operation of our DHU Advice Centres through safe, effective and
efficient line management of our Health & Service advisor workforce

To provide
support through real-time leadership and direction to call taking staff,
managing relationships effectively and leading performance management processes
and analysis that enables excellent performance to be established and
maintained

Assisting in
ensuring operational effectiveness and efficiency within the National Quality
Standards and KPIs for all our NHS 111 and Out of Hours Contracts

Developing
and coaching a team of Health and Service Advisors with the support and
guidance from the Operational Performance Managers, to provide a safe and high
quality patient focused service for the NHS
111 Services across Derbyshire, Leicestershire, Lincolnshire, Northamptonshire,
Nottinghamshire, and Milton Keynes

Interpreting
organisational performance and take timely action to address any performance
concerns identified.

To support adherence
to contractual and regulatory performance and quality standards, making
improvements to patient experience, service quality, and efficiency.

Who you will need to be:
Excellent
interposal and communication skills

Excellent
technical skills with the ability to make decisions quickly

Dynamically
minded with good leadership skills

Delegation

**Skills**:
Ability to
use initiative and problem solving skills

Effective
time management strong organisational skills

Flexibility
to meet service needs

Personable,
professional and capable of making positive connections with all teams within
the Advice Centres

Enthusiastic
with energy and drive.

Creative
and Innovative thinker.

Proactive
and positive especially in relationship building

**Person Specification**

**Qualifications**:
**Desirable**
- Previous leadership experience is desired, preferably at a management level
- Accredited NHS Pathways user preferred however full Pathways training will be delivered upon successful appointment of post
- Accredited NHS pathways coach preferred however placement onto the next available coaching course will be actioned upon successful appointment of post
- Previous experience of working within a healthcare environment providing telephone triage/assessment preferred
- Previous experience of working with staff in a busy service environment
- Able to assertively and professionally manage challenge and deliver difficult conversations and feed back
- Previous experience of performance coaching preferred
- Experience of communication with a variety of people
- Management of staff rostering and rota systems
- Knowledge of telephony systems

**Experience

**Essential**
- Commitment to role
- Able to work unsocial hours
- Flexibility to meet service/rota needs
- Ability to travel to all sites on request and external meeting locations across the country on request.

Person Specification

**Qualifications**:
**Desirable**
- Previous leadership experience is desired, preferably at a management level
- Accredited NHS Pathways user preferred however full Pathways training will be delivered upon successful appointment of post
- Accredited NHS pathways coach preferred however placement onto the next available coaching course will be actioned upon successful appointment of post
- Previous experience of working within a healthcare environment providing telephone triage/assessment preferred
- Previous experience of working with staff in a busy service environment
- Able to assertively and professionally manage challenge and deliver difficult conversations and feed back
- Previous experience of performance coaching preferred
- Experience of communication with a variety of people
- Management of staff rostering and rota systems
- Knowledge of telephony systems

**Experience

**Essential**
- Commitment to role
- Able to work unsocial hours
- Flexibility to meet service/rota needs
- Ability to travel to all sites on request and external meeting locations across the country on request.

**Disclosure and Barring Service Check**

**Employer details**

**Employer name**

DHU Healthcare

**Address**

Birchover House

Joseph Street

Oldbury

B692AQ

**Employer's website**

**Employer details**

**Employer name**

DHU Healthcare

**Address**

Birchover House

Joseph Street

Oldbury

B692AQ

**Employer's website