Service Delivery Manager

About The Role

Practice Plus Group will soon be delivering Integrated Urgent Care services in North West London, and we're looking for a Service Delivery Manager to join us on the journey!

In this role, you would be jointly working with the Medical Lead and Regional Manager to provide an efficient and satisfying service to commissioners and patients alike, while also ensuring and improving on the high performance and morale of our multi-disciplinary teams.

The Service Delivery Manager will be responsible for the out of hours and clinical assessment service within North West London. You will also be actively monitoring and reporting on the service's performance and needs, working with budgets as well as using your skills to recruit, develop and lead both operational and clinical staff and their processes. This will include conducting appraisals and training, assisting in investigations where required and applying Practice Plus Group's visions and values

This role will be based in our Stockley Park office location. This is a 6 month fixed term full time contract at 37.5 hours a week, which will also include rotating silver on-call responsibilities.

What you'll be doing

To deliver services to the National Quality Requirements, internal key performance indicators, Care Quality Commission requirements and excellent patient experience outcomes

To work closely with the South West London team within shared queues and responsibilities. Ensuring that a strong relationship is built and maintained across the sites within all levels of the team

Meeting or exceeding the budgeted profit and delivering services to our contractual obligations

To recruit, develop and lead a motivated and high performing team of operational and clinical staff including assuring that all locally employed operational and administrative staff are appraised annually and receive the training and development they require

To ensure that for all local services we have the right number of people with the right competencies, at the right place and time to provide effective services provided by staff that are as fully utilised as possible

To performance management across all staff in order that service quality and efficiency is excellent, and that service improvement is continually sought.

To assist the Medical Lead and Regional Manager to ensure Practice Plus Group complaints and incident investigations are applied locally in a responsive and constructive manner; that helps organisational and individual learning and minimises risks to patients and the local service.

Ensuring that local policies and practice are compliant with business and legal requirement.

What we’ll look for in you

You will be an experienced manager, capable of overseeing and maintaining relationships across multiple teams and commissioners. This will involve coaching, influencing and motivating staff, and so the ability to communicate effectively and constructively is a must.

You will also have experience of manging budgets and projects, with the ability to develop processes and changes which will benefit the service. As such, you will also be proficient in data analysis and Excel, which will aid you in your reporting.

Experience within a healthcare setting is highly beneficial including knowledge about Care Quality Commission (CQC) registration and responsibilities as well as Out Of Hours, 111 and Urgent Care services.