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Stoke UHNM HDU Operations Manager Stoke on Trent ST4 4ES

Overall Purpose:

• This role is dynamic operational role the post holder will provide first line management support to the operational staff in area to ensure that through joint working that ERS Medical provides the best possible service for its customers.

• Responsible for the efficient and effective use of resources to meet the contractual demands and the needs of the business. The Operations Manager will ensure that rota lines and shifts are covered on a daily basis to ensure that the operational team maintain and enhance contractual performance and quality of service offered to patients and customers.

Specific Dimensions:

• Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality.

• Maintain awareness of the freedom of information act.

• Post holders have a responsibility for safeguarding children and venerable adults by adhering to relevant guidance and procedures.

Main Tasks and Accountabilities:

• Take the frontline lead for operations in specific contracts areas.

• Develop a good working knowledge of the Patient Transport Software (Cleric).

• Ensure the effective and efficient utilisation of the business’s resources to meet contractual obligations and quality standards outlined in customer's service specifications.

• Deal promptly, professionally and efficiently with all telephone calls received taking appropriate action on own initiative where required.

• Demonstrate a flexible approach to own workload and in the utilisation of resources.

• Be aware of the financial implications of normal activity and workload.

• Maintain efficient work flow across all areas of control through effective liaison with colleagues and hospital staff and prompt resolution of urgent problems and appropriate responses to unplanned events.

• Provide a patient focused service and an appropriate level of customer support that increases customer satisfaction and confidence in ERS Medical.

• Uphold business principles of customer and patient care, and staff welfare by promoting and maintaining good working relationships and practices in all dealings with staff and outside agencies.

• Maintain an open participative style of working practices consistent with the provision of an effective and professional service.

• Provide a flexible, co-operative role covering for the absence of colleagues and the demands of the department. This may require working at other locations and some weekends and bank holidays.

• Liaise with Team Leaders/Supervisors to ensure the effective and efficient use of resources and for the resolution of problems.

• Utilise, to maximum effect, telecommunications and IT equipment, ensuring any defects or malfunctions or equipment are reported.

• Undertake general clerical duties including filing paper work, and managing local staff records in line with data protection guidelines

• Ensure appropriate liaison with other agencies such as GP’s and Nursing Homes regarding transport issues when required

• Ensure compliance with patient care and safety protocols and guidelines

• Ensure that systems and processes are in place to monitor efficiency and quality of service performance

• Assist in monitoring staff sickness and absence by the provision of accurate information.

• Manage annual leave and ensure records are kept up to date and accurate

• Assist in the investigation of complaints/incidents/disciplinary matters

• Maintain a high standard of housekeeping and cleanliness in all work areas.

• Assist in the provision of timely and accurate statistical information, ensure all reports and documentation are accurately and on time.

• Ensure the awareness and compliance of all the businesses policies and procedures.

• Play a lead roll in operations in mobilising the Major Incident Plan if the business is put on standby for a Major incident.

• Ensure that operational staff are aware of their role in the major incident plan

• Ensure a high standard of vehicle and equipment serviceability, cleanliness and permanent readiness and that crews carry out daily vehicle checks and report defects promptly in accordance with service instructions.

• General housekeeping and day to day management of the team

• Training & Development

• Mentor and provide support to apprentices within your area ensuring that they attend workshops and training as and when required

Communications and Working Relationships:

• Adopt a polite, professional and respectful manner.

• Maintain a professional working relationship with patients, carers, member of the public, colleagues and other health and social care professionals.

• Key relationships include:

ERS Medical Teams

Operations teams

UHNM Colleagues

• Demonstrate effective and appropriate skills in communicating information, to colleagues, patients and relatives.

Health and Safety / Risk Management:

All individuals have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Organisation’s health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees. All staff have a duty to protect their own health and safety and that of others persons who may be affected by their acts or omissions.

Organisational Profile / Development:

• As a part of the appraisal process all employees have joint responsibility with their line manager to identify any learning and development needs in order to meet the agreed performance.

• Undertake necessary training and development to ensure that your own continuous professional development is maintained.

• Promote a positive organisational image.

• Assist with the promotion of core values.

Equality and Diversity:

§ Promote equality of opportunity and diversity in area of responsibility

§ Ensure compliance with equality and diversity legislation and develop active commitment to the need to ensure equality of opportunity and the benefits of diversity

§ Indicate an acceptance of, commitment and promotion of the principles underlying the Organisation’s Equality and Diversity policy.

§ No person whether they are staff, patient or visitor should receive less favorable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

§ The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and families.

Code of Conduct:

All individuals all expected to act in accordance with the Organisation’s code of conduct and if applicable, the code of conduct for their appropriate professional body. In addition, managers should act in accordance with the principles of the Code of Conduct for Managers in undertaking all aspects of their role

Policies and Procedures:

Individuals are required to comply with the policies, procedures and protocols in place within the Organisation. These are available from the Human Resources department or from the staff portal on the website on the Organisation intranet.

ERS Medical operates a Non-smoking Policy which limits smoking in the workplace. Employees are required to observe the rules laid down in the policy.

Personal Competencies:

ERS Values: CARE

• COLLABORATIVE.

• ACCOUNTABLE.

• RESPECTFUL.

• EXCELLENCE.

• Patient Focus

• Compassion

• Integrity

• Respect

• Professional

• Innovation

• Working in Partnership