System Coordination Centre Operations Manager

3 weeks ago

Birmingham, Birmingham, United Kingdom NHS Birmingham and Solihull Integrated Care Board Full time

Position Overview

Are you dedicated to enhancing the quality of care for the diverse population in Birmingham and Solihull?

Do you possess the expertise to assist in the effective oversight of risks across various service providers and system collaborators in Birmingham and Solihull?

We are pleased to present a rewarding opportunity for an Operations Manager role within the Birmingham and Solihull System Coordination Centre (SCC), a team committed to delivering exceptional patient care, managing risks effectively, and addressing health disparities throughout the system.

In your capacity as the SCC Operations Manager, you will play a crucial role in identifying, addressing, and facilitating solutions to challenges that affect urgent and emergency care (UEC) performance. Your responsibilities will encompass a variety of tasks aimed at ensuring the creation and maintenance of efficient pathways in areas such as patient flow, care transitions, escalation management, and other operational challenges. The Operations Manager will collaborate closely with the SCC Manager to ensure that guidance and direction are clearly communicated to all relevant stakeholders.

Key Responsibilities

You will be tasked with providing operational support and resilience across the Birmingham and Solihull area on a daily basis, which includes:

  • Monitoring essential operational, clinical, and quality indicators through various dashboards to swiftly identify any decline in UEC performance across the system and escalate issues as necessary.
  • Establishing system assurance through clear actions and predefined targets.
  • Ensuring that patient safety and well-being are prioritized during periods of heightened system pressure.
  • Assisting in the identification of opportunities for service enhancements and innovations.

About Our Organization

The Birmingham and Solihull Integrated Care System unites local NHS entities, councils, and voluntary, community, and faith organizations to better serve our communities. With a population of approximately one million, our vision is for Birmingham and Solihull to be the healthiest place to live and work, promoting equity in health outcomes and life opportunities for all. This is a fantastic opportunity to be part of our Integrated Care System.

As a member of our organization, you will actively embody our system values in all your endeavors. You will be motivated to tackle health inequalities and foster an inclusive environment for all individuals.

In return, NHS Birmingham and Solihull offers you the chance to thrive and grow within a supportive, ambitious, and inclusive team. You will have numerous opportunities to enhance your skills and experience, collaborating with colleagues across our five Provider Trusts, two Local Authorities, voluntary organizations, the Integrated Care Board (ICB), and NHS England to effect meaningful change and add value.

We recognize that diversity fuels creativity and innovation, and we are committed to challenging discrimination, promoting equal opportunities for all, and creating a workplace where everyone feels they belong.

Job Duties

  • Lead daily system coordination calls, challenging partners, obtaining assurance, and clarifying actions as needed to enhance or sustain patient flow.
  • Engage and communicate with both internal and external stakeholders to support the execution of daily operations, serving as the primary contact for all inquiries, managing system flow and escalations, and ensuring the completion of necessary reporting.
  • Utilize performance monitoring tools and dashboards daily to assess system performance, identify risk areas, and engage with system partners proactively to address these risks, using judgment to escalate issues and convene escalation meetings when required.
  • Facilitate the identification and dissemination of best practices while coordinating information flow through established dashboards, frameworks, and protocols.
  • Oversee daily operational reporting requirements, preparing data and reports that accurately reflect performance and risk across the region, systems, and providers, while adhering to established processes for coordinating returns to regional and national teams as well as the broader system.
  • Assume day-to-day responsibilities as needed to ensure service delivery and maintain system flow.
  • Participate in daily NHSE regional calls to provide assurance regarding actions taken to manage risks effectively across the system.
  • Support planning for evening, overnight, out-of-hours, and holiday actions to sustain system flow.
  • Draft reports summarizing the status of issues, impacts, desired outcomes, and progress as required.
  • Identify areas for improvement and collaborate with senior managers to recommend inclusion in rapid cycles of improvement and projects.
  • Maintain clearly defined action cards related to operational pressures and major incidents, proposing changes to standard operating procedures (SOPs) and escalation plans as necessary.
  • Foster constructive working relationships with a wide range of internal and external stakeholders within and beyond the Integrated Care System, including primary, community, and secondary care providers, as well as voluntary and third sector organizations.
  • Operate effectively in a dynamic and demanding environment, proactively engaging with system partners, clinicians, and contractors on various topics.
  • Develop and implement data collection systems that yield accurate and timely information.
  • Present complex and sensitive information to a diverse range of ICS partners and external stakeholders.
  • Manage potentially challenging situations with professionalism and composure.
  • Collaborate with Communications and Engagement teams on public relations and marketing initiatives.
  • Coordinate with managers and team members from other functions to address interdependencies and ensure alignment.
  • Apply a structured change management approach to assess the impact of any changes.
  • The above outlines the tasks, responsibilities, and outcomes expected of the role. The post holder may be required to perform additional duties as reasonably requested by their line manager, including supporting the system coordination centre managers and the head of UEC improvement and system flow.
  • The job description and person specification may be reviewed periodically to align with the evolving needs of the SCC and associated programs.

Qualifications & Skills

Essential

  • A degree or equivalent experience in supporting project or program delivery.
  • Relevant qualifications such as Prince 2, Agile, Managing Successful Projects, or similar, or equivalent experience.
  • Ability to highlight challenging and sensitive issues, including performance and change, to senior management.
  • Proficient in negotiating with ICS partners and providers on complex and sensitive matters, and presenting intricate information to large and influential groups.

Desirable

  • Active clinical registration (GMC/NMC/HCPC).

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