Operations Manager

Job summary Are you a passionate leader with a keen eye for detail and a commitment to patient safety?
Do you thrive in fast-paced environments and enjoy building high-performing teams?
If so, we want you on board as our Operation Manager at PELC UTC!In this dynamic role, you'll play a pivotal role in ensuring the smooth and efficient delivery of services at our UTC.
You'll work closely with the Site Manager on a shift basis, providing expertise and operational support to our team of dedicated admin, clinical, and medical staff.
Main duties of the job Day-to-day management:Oversee all resources, including equipment and personnel, to guarantee safe and secure service provision for staff, patients, and visitors.
Queue mastery:Monitor and manage physical and clinical queues, implementing effective strategies to improve patient flow and reduce wait times.
Protocol pro:Ensure adherence to organizational protocols and procedures, fostering collaboration and joint working across departments.
Data detective:Validate and report on site breaches and investigate daily anomalies related to streaming and 4-hour reports.
Real-time problem solver:Escalate operational pressures through OPEL and keep all UTC staff informed.
Risk management rockstar:Implement and maintain effective risk management practices, meeting all clinical governance requirements.
Investigator extraordinaire:Conduct investigations into incidents, complaints, and disciplinary matters, developing action plans to address service deficiencies.
Staffing superhero:Manage staff schedules, ensuring adequate coverage and escalating potential risks to the Site Manager.
Improvement innovator:Identify and highlight opportunities for service improvement, contributing to the continuous development of PELC UTC.
Strategic teammate:Support the Site Manager in planning and review processes, including business planning, service reviews, and workforce planning.
About us The Partnership of East London Cooperatives Limited (PELC), is a non-profit member-based organisation delivering urgent care to a population of over 2 million people in North East London at four Urgent Treatment centres located at the following hospitals: Queens Hospital in Romford, King George Hospital in Goodmayes, Barking Hospital in Barking, and Harold Wood Polyclinic in Harold Wood.PELC also provides Out of Hours Home Visiting and an Outreach service to the homeless community in the boroughs we serve.
All our services are regulated by the Care Quality Commission (CQC).PELCs membership is drawn from GPs, health professionals, patient representatives, and staff in the boroughs we serve-Barking and Dagenham, Havering, and Redbridge.
The organisation reinvests all profits into improving its services and has no shareholders.
Job description Job responsibilities JobSummary: Working inpartnership with the Site Manager, the Operations Manager will work on a shiftbasis to coordinate and manage the day-to-day service provision of thedesignated PELC UTC services.
This will involve providing expertise andoperational support to admin, clinical and medical staff.
This role willhave specific responsibility for daily operational performance and theefficient delivery of services to ensure patient safety and to support thewider strategic development of the designated services.KeyResponsibilities:To provide day to day management of all resourceswithin the service including equipment and human resources and ensure safeservice provision for staff, patients and visitors.
Working closely with the rota team on rotaallocation to ensure minimum staffing levels are met for service delivery andensure skill mix reflects the needs of the service.Day to day monitoring and management of physicaland clinical queues within the UTC to aid effective and active queue managementthus improving patient flow.Have organisational knowledge of organisationalprotocols and procedures and ensure they are adhered to.Facilitatecollaboration and joint working between departmentsTo validate and report on site breaches.
To investigate and report on daily anomaliesin relation to streaming and 4 hour reports.
Escalate in real time operational pressuresvia OPEL and ensure all staff within the UTC are kept informed.Facilitate the resolution of complaints,conflicts and issues from patients, staff, suppliers, other internal andexternal service providersand partner organisations in a timely and appropriate manner in line with PELC policies and procedures.Ensure accurate logging of all site complaints,incidents, risk assessments and feedbacks making use of the appropriate PELCsystems DATIX and work in partnership with the site manager to develop andimplement action plans.To ensure effective risk management including all clinicalgovernance arrangement are in place and the requirements are met for theorganisationResponsiblefor undertaking investigations or delegating as appropriate.
To includeinvestigations of incidents, complaints, disciplinary etc ensuring appropriateaction plans are developed and completed to resolve deficiencies in serviceprovision.Daily & weekly review of both clinical andoperational rota coverage to ensure adequate staffing levels and escalate inreal time any potential risk to the site manager Highlight any opportunities for serviceimprovement to the Site Manger.Support the SiteManager in the planning and review process including business planning, servicereviews and workforce planning.Set up and manage forums for collaborativeworking cross multi-disciplinary sites including daily huddles and staffmeetings.
Staff Management ResponsibilitiesLine manage staff and ensure accurate andtimely update of staff changes on RotaMaster and to the payroll team in linewith agreed deadlines.
Recordand maintain records on staff attendance including absence, lateness, andfailure to arrive for a shift, ensuring all instances are acted upon andcompleted within the specified timeframes.
Manage sickness, disciplinary andperformance issues and support designated staff in line with PELC policies.
Conductregular bi-monthly one to ones to ensure any performance training needs orcompetency issues are identified and addressed swiftly.Conductannual appraisals including setting objectives and expectations.Working with HR on the recruitment ofreception staff for the UTC including shortlisting and conducting interview.Organisesite induction and appropriate training for new staff.
Workingwith HR to ensure all staff are up to date with all mandatory training anddisclosures.
Ensure there iscommitment to achieving continuous professional development of all staff.Line manage,coach, motivate and develop team morale through effective personal leadership.To be a rolemodel for the service and staff working within the service.
Person Specification Qualifications Essential Relevant first degree, equivalent professional qualification or equivalent experience.
Evidence of continued learning / personal development Desirable Project Management /Prince 2/Change Management Experience Essential Demonstrable success in project development and management.
Proven success in delivering change and performance with and through management and clinical teams.
Experience of managing a multidisciplinary team and ability to build high performance teams.
Experience in complaints handling and conflict resolution Experience of working with the general public Experience of performance management, including appraisal writing, staff development and disciplinary procedures Relevant health and safety experience Demonstrable success in in effective planning monitoring and reporting Desirable Experience of effectively managing health care staff & services Knowledge, Skills & Abilities Essential Ability to recognise opportunities to enhance service delivery Excellent communication skills (written, oral and presenting) Strong IT skills Maintain confidentiality at all times Effective time management (planning and organising) Ability to motivate, show empathy in distressing situations, enhance morale and maintain a positive working environment Ability to network and build relationships Ability to work under pressure and to meet deadline Proven problem solving and analytical skills You will be required to work outside core office hours(Shift working ) Knowledge of Human Resource issues.
Knowledge of Urgent Care agenda.
Knowledge of, and understanding of clinical governance.
Understanding of equal opportunities Able to influence, negotiate and persuade Ability to manage and deliver to deadlines and within resources Demonstrated patient focus.
Ability to think and plan creatively, and to prioritise work programs in the face of competing demands; Ability to collaborate constructively with internal and external partners to create the conditions for successful partnership working; Competence at reporting Ability to think and plan creatively, and to prioritise work programs in the face of competing demands