Senior Operations Coordinator

**Job Objective**:
To support the Deputy Service Manager/Service Manager in the planning, day-to-day delivery, and development of the non-clinical components of the Integrated Urgent Care Service. You will be responsible for the management of a Health Advisor and administrationteam, ensuring cooperation and integration across the entire LCW service portfolio and with external organisations. You will closely monitor service KPIs in real time and ensure a safe and effective service is being delivered.

**Key Responsibilities and Duties**:

- Support the Service Manager and Deputy Service Manager in the delivery and performance management of the Integrated Urgent Care and Single Point of Access services (the Services).
- Assist with daily monitoring of access targets and KPIs
- To assist In the analysis, implementation and monitoring of departmental processes liaising with Operational and Clinical Programme Groups, departments and external agencies
- Support the Service Manager and Deputy Service Manager to deliver the Services to agreed quality standards ensuring that processes and systems are compliant with external requirements (CQC)
- Be responsible for the day-to-day performance of all staff across the service
- Line manage non-GP staff, including the recruitment and retention of staff and the management of any disciplinary, performance, attendance or grievance matters, and ensure staff performance is maximised via appraisals, team meetings and one-to-one discussions.
- Line manage GP staffing on issues such as timekeeping, work conduct and non-clinical grievance matters - Proactively manage stakeholder enquiries, ensuring appropriate resolution and stakeholder satisfaction - Support Deputy Service Manager in achievingincome and expenditure targets by maximising staff (both clinical and non-clinical) allocation
- 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
- Assist with workforce reviews and implementation plans to reflect service needs short and long term.
- Contribute to the delivery of agreed defined projects and change management on in conjunction with LCW project groups
- Support with effective communications within the services to ensure high levels of engagement
- Proactively identify risks, issues and dependencies, putting in place robust risk mitigation plans
- Develop team morale and motivation through effective leadership, ensuring views and decisions are communicated both up and down the management structure
- To review and manage administration/operationally related incidents, complaints and issues and support other multidisciplinary audits across the service area, ensuring that appropriate and timely action is taken to address and reduce risk and that learningis disseminated across the service area’s administrative workforce

**Other Duties**:

- Represent the Services - and by extension - London Central & West Unscheduled Care Collaborative (LCW) at key stakeholder and external events
- Actively contribute to positively promoting LCW, its image and reputation
- Positively contribute to the building & development of the LCW team and culture - Positively contribute to the effectiveness of the LCW management team

**Minimum Education, Experience and Capability Requirements**:
Educated to degree level or combination of diploma level education, further short course/training or demonstrable relevant experience

Experience of administration - setting up systems: monitoring, reviewing and implementing changes to existing working practices

Proven experience of working in a healthcare/NHS/public sector environment

Proven experience of supporting with the implementation of service improvements

Experience of monitoring & measuring progress against objectives and KPIs

Proven ability to evaluate facts or situations requiring analysis, interpretation and comparison of a range of options

Proven ability to communicate, present and negotiate well with a variety of stakeholders on a variety of issues

Able to effectively engage with professional colleagues in a confident and approachable manner with a high level of resilience

Demonstrable problem solving skills with the ability to be flexible in response to unexpected demands, including the ability to resolve conflict and handle difficult situations effectively

Excellent Leadership skills and the ability to motivate a team