Service Lead

**WHO ARE WE?**

Who are we? Newmedica are one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery. We aim to change lives through better sight and eye health.

We care for thousands of NHS and private patients a year in our specialist eye clinics across the country. We have significant growth plans over the next few years as we look to establish a national footprint and open many new sites across the UK.

We are thrilled to say that following an independently conducted survey of Newmedica colleagues, we have been certified as a Great Place to Work®. This is a global benchmark that recognises employers who create an outstanding employee experience.

**Purpose of the Role**

The Service Lead is responsible for the operations and day to day running of the outpatient’s clinic. They will lead and develop the clinic teams to deliver an outstanding and safe patient-centred experience, ensuring that all of the relevant policies and protocols are implemented and carried out.

Take the lead in service improvement and development, implementing new service delivery initiatives. Embrace the organizational values and strategy and model positive behaviour for all staff members driving high levels of staff satisfaction and retention.

To lead on the recruitment, coaching and development of an appropriately resourced team, ensuring that all colleagues are equipped with the necessary skills and knowledge to deliver sustainable service growth in a safe and professional manner.

Communicate key information from Medical Advisory Committee (MAC).

Working with the Senior Management Team, they will need to ensure that patient booking lists are optimised to support service efficiency, clinic utilization and performance KPIs and play a key role in gathering and utilising patient feedback to support service improvements.

**What we’re offering**
- A salary of circa £30,000
- 25 days annual leave plus bank holidays
- A company pension scheme
- Opportunities to develop and grow within the business
- Access to a range of benefits including free eye tests, discounted or free glasses, and a retail/technology discount scheme.
- An environment where your learning and development is supported through a range of various learning tools and courses.
- Working with a friendly multi-disciplinary team passionate about improving the lives of our patients
- Free food/snacks trolley
- Monthly governance day with lunch provided
- A free 24/7 well-being/counselling/advice service
- A bright, spacious and modern working environment, built to the highest standards
- Cycle to work scheme
- Monthly Gift voucher rewards
- Private Medical and Dental insurance

**KEY RESPONSIBILITIES**:
**Operational**
- Be an integral part of the OJV Leadership Team
- Maintain high standards of record keeping for onward administration of patient pathways
- Maintain Electronic Patient Software Interfaces in support of Services
- Support Key Lines of Enquiry initiatives as per CQC requirements
- Ensure clinics are fully utilised and staffed using the most effective and safe resource models
- Act as the point of contact for clinic operational or patient issues, resolving them or escalating them as appropriate
- Perform a variety of routine tests using ophthalmic instruments that provide diagnostic information including, but not limited to, intraocular pressures, visual acuity, and OCT/fundus photography and biometry.
- Covering staff in clinic during AL/ sickness.
- Ensure the incident reporting and complaints procedures are followed as necessary
- Maintain a good working relationship with the Management Team in the provision of information to them, ensuring that exceptional customer service is delivered throughout all pathways
- Works with the SMT to ensure accurate management of patient data; ensuring availability, and confidentiality
- Ensures clinical testing is performed, verified and recorded with absolute integrity.
- Support the OJV management team in the Implementation of policy & procedures, internal and external, which affect and influence the work of the service, particularly those with statutory implications.
- To ensure the relevant policies and procedures are well embedded across the service
- Deliver the internal audit function, and support external audit as necessary.
- Maintain accurate records on equipment servicing and calibration.
- Ensures appropriate escalation of process, clinical, equipment, quality or infection risk issues
- Committed to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required
- Maintain a positive relationship with Referrers, Hospital Trust or CCG staff at every interaction.
- Manage service improvement and development, including implementing new initiatives.
- Forms and maintains a network across the Newmedica business to support the sharing of best pra