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Performance and Operations Manager for Plastics and Dermatology

The Plastics and Dermatology Cluster are inviting applications from experienced and ambitious candidates for the role of Performance and Operations Manager to join our successful team. We are looking for a hard-working individual who is enthusiastic and committed to delivering exceptional patient care.

The postholder will lead the operational aspects of the service and work closely with the General Manager and triumvirate team, using continuous service improvement to deliver the strategic objectives and recovery plan for our patients.

The successful candidate will have experience of providing operational service management and developing others. They will have excellent organisation, communication and interpersonal skills to liaise with patients and internal and external colleagues.

If you are looking for a fast-paced role, with the opportunity for personal development within a supportive team, we would welcome your application.

The post holder will be responsible for the effective management of the inpatient and outpatient performance for the Plastics and Dermatology Cluster within the division of ASCR (Anaesthetics, Surgery, Critical Care and Renal).

The postholder will:

• work closely with a range of colleagues to plan and co-ordinate resources to ensure achievement of access targets in line with Trust objectives.
• be responsible for monitoring demand for services and ensuring that the Trust achieves its key performance objectives.
• be responsible for the management of the administration teams, ensuring high quality scheduling of all elective and non-elective care for outpatients, inpatients and surgical activity, including proactive patient-level management of cancer and RTT pathways.
• ensure that patients are managed in line with Trust policies and national standards for booking. There is an expectation that the post holder will act as lead for service improvement in booking processes.
• be a budget holder for teams within the Cluster.
• be responsible for ensuring that activity undertaken in the independent sector is managed in line with the contracts.
• act as lead for service improvement in operational processes; to improve performance and support the delivery of high quality care.
• lead on projects and initiatives identified by the Cluster Triumvirate and the post-holder themselves.
• deputise for the General Manager on designated projects.

North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialties. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.

We commit to treating each patient as an individual with respect and dignity, aiming to deliver excellent clinical outcomes and a first-class experience for everyone who uses our services.

North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.

Performance Management/Service Improvement

• To work closely with clinical and administrative teams, to ensure theatre and outpatient clinic capacity is fully and flexibly utilised to treat patients, to ensure both clinical requirements and Trust service objectives are achieved
• To manage the daily operational issues that arise and formulate solutions and escalate to GM with a clear appraisal of the options available.
• To monitor demand for inpatient and outpatient services within the department, planning capacity to meet this demand and highlighting potential shortfalls in capacity to relevant managers and clinical teams
• To work closely with the Outpatient team and Cancer Services to monitor demand for two week wait outpatient services, planning capacity to meet this demand and highlighting potential shortfalls in capacity to the line manager and clinical team
• To proactively plan additional outpatient and elective capacity as required to ensure the delivery of access targets
• To have a detailed understanding of the cancer pathways; identifying capacity and pathway issues and proactively develop plans to improve performance by working alongside relevant managers and clinical teams.
• To undertake and oversee work to improve performance and service delivery, working with the Trust IM&T and Performance Improvement Teams as required, to make full use of available information, tools and methodologies
• To ensure patients waiting for treatment are managed in chronological order, within clinical priority, and treated within maximum and clinically appropriate waiting times.
• To monitor relevant performance measures, set-out within the access policy and directorate business plan, initiating further data analysis and improvement work as required to achieve clinical, service and Trust objectives
• To produce relevant and forward-looking performance reports and action plans, both for internal and external audiences, focusing on the objectives set for the service / Trust
• To develop reports, in association with the Trust IM&T team, as required to support service delivery and performance improvement
• To ensure all relevant surgical activity is appropriately recorded on Lorenzo, to allow the correct charges for services to be applied
• To contribute to the development of strategic and service planning, by preparing achievable plans aligned with the specialty and Trust’s Strategy
• To ensure booking teams work to the Trust’s patient access policy and booking standards
• Ensure monthly validation returns are submitted on behalf of team as required
• To attend relevant Trust/Directorate performance meetings including cancer and 18-week PTL meetings
• To oversee the management of the Directorate teams (such as validation team), as agreed with the Divisional Director / General Manager ensuring that all key databases are maintained on behalf of ASCR.
• Implement processes across area of responsibility to ensure no income is lost from patients receiving treatment for interventions not normally funded without appropriate prior approval or exceptional funding being in place
• To contribute and have responsibilities for completion of IMAS models and be prepared to work independently to produce the first draft of the models.
• The post holder will be expected to lead and produce business cases to ensure that the department is meeting the Trust objectives relating to performance.

Operational Management

• To be responsible for ensuring patients awaiting treatment are recorded on the Patient Administration System (Careflow) in an appropriate way and managed in accordance to the standards set out in the Trust’s access policies
• To support and advise the teams on key priorities, planned changes to service delivery and effective management of clinic and theatre capacity
• To provide management support, information and advice to staff within the hospital, relating to the management of patient records and the administration of patient care, using Careflow.
• To ensure Trust Health Records Policies and Procedures are implemented
• To undertake investigations into patient complaints, relating to the patient administration, taking the lead on implementing more effective systems and / or adapting training where appropriate
• To contribute to the formulation, implementation and monitoring of operational policies within the hospital, taking a lead where necessary
• To provide performance reports to the Clinical Lead or Directorate Management team as required.
• To take part in the patient-flow arrangements in the Directorate and work to achieve aims of the Trust-wide Patient Flow projects
• Oversee the management of overseas, private and Welsh funded work and assist in key areas of improvement
• To take part in the ASCC manager of the day rota.

Human Resources

• To line-manage relevant admin teams within the cluster as directed by the General Manager
• To ensure supervisors record staff sickness, and that all absences within the relevant departments are managed appropriately, in line with Trust Policy
• To ensure supervisors utilise and comply with all other relevant Human Resources policies as appropriate
• To support supervisors in identifying and dealing with poor performance by administrative and clerical staff and effectively resolving problems or situations that may arise
• To support supervisors in delivering training for administrative and clerical staff, to support the development of flexible trained workforce to meet service delivery.
• Ensure quality appraisals are delivered for those staff assigned or reporting to this post.
• To liaise with the Medical HR Team to support the recruitment of medical and non-medical teams.
• To ensure that the clinical rota is compliant and has appropriate cover in place.

Other

• To attend relevant Trust/Directorate meetings and to represent Surgery, as required by the General Manager of Divisional Management Team.
• To represent the General Manager as required
• Take responsibility for ensuring delivery of agreed activity and access targets
• Ensure clinical services are delivered in line with commissioned activity and planned income
• Following appropriate training to be a Route Cause Analysis Lead for the department.
• Have responsibility for completing complaints that are assigned within the Trust time frames.