Job Description

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Totally was established to support the NHS and ensure that patients could quickly access the healthcare they need. We partner with our healthcare commissioners across the UK & Ireland to deliver services that help them manage demand and reduce waiting lists. We deliver services for, Urgent Treatment Centres, NHS 111, GP out of Hours and a National Clinical Assessment Service from our Urgent Care Division.

We have an exciting opportunity for a Service Delivery and Performance Manager to join our team in York on a full time permanent basis.

Please note this vacancy may close early if we receive sufficient applications for the role.

About the role...

A new role within our healthcare operational team - you will ensure contractual KPIs are met, maintain high standards of quality and safety, and drive service improvement.

As operational and performance lead you will manage staffing levels, financial resources, clinical governance, and HR processes - driving operational performance and high quality service delivery.

You will empower yourself and your teams to make decisions and deliver results through co-creation, coaching and feedback to enable development.

Your leadership \'brand\' will enable trust and motivate your team to act through authentic positive behaviors aligned to Totally values.

Your day to day...

Delivering Excellence:

• Oversee the management of clinical and medical staff in the Urgent Care Centre/OOH location, ensuring a well-trained and motivated workforce.
• Maintain consistently high levels of quality, safety, and performance to deliver clinical excellence and exceptional patient satisfaction.
• Provide performance reports to the Operational Delivery team, reporting against agreed clinical, quality, and financial KPIs specific to the site.
• Foster effective communication within the service and with external agencies to ensure compliance with contracts and drive service improvements.
• Ensure service development and delivery is in accordance with local and national guidelines and contract key performance indicators.
• Strive for a high and improving level of patient satisfaction and manage themes where satisfaction and patient experience can be improved.

Being Respectful:

• Foster effective communication within the team, with patients and carers, and among external agencies.
• Encourage a no-blame culture for learning from incidents and near-misses, ensuring a comprehensive log of reported incidents is kept.
• Manage complaints quickly and effectively, maintaining a complaints log and promoting patient feedback.
• Support and mentor staff, both as individuals and as team members, and encourage their personal development.
• Implement effective systems for the resolution of disputes and grievances.

Demonstrating Accountability:

• Ensure agreed contractual KPIs are met, and the service specification for the contract is adhered to.
• Ensure safe staffing levels in the context of fluctuating daily demand, primarily utilizing contracted staff and adhering to recruitment processes.
• Manage UTC budgets, seek to maximize income, and control costs within allocated budgets.
• Oversee the recruitment and retention of staff, provide personnel management, and implement effective staff appraisal and monitoring systems.
• Ensure compliance of the service with CQC standards and undertake the role of the registered CQC manager for that site and service.

Acting with Courage:

• Monitor and evaluate performance against objectives and key performance indicators, identifying areas for change and improvement.
• Keep abreast of current affairs and identify potential threats and opportunities.
• Implement effective systems for the resolution of disputes and grievances.
• Stay updated on changes in employment legislation and ensure adherence to policies and procedures.
• Take proactive measures to address challenges and foster a culture of continuous improvement.

Qualifications, Experience, and Training...

• Previous experience in a similar leadership role, preferably within an Urgent Care or Out-of-Hours service setting.
• Strong understanding of operational management, performance management, and financial management.
• Excellent communication, interpersonal, and leadership skills.
• Knowledge of clinical governance processes, CQC standards, and healthcare regulations.
• Familiarity with HR management, recruitment, and staff development.
• Proficiency in IT systems and data management.
• Ability to work collaboratively with a multidisciplinary team and external stakeholders.
• Proven track record of delivering high-quality patient care and meeting targets.

Reward & Benefits...

• Death in Service - A tax-free lump sum of cash for your loved ones and beneficiaries.
• 25 days plus bank holidays (pro rata)
• Opportunities for career development
• WeCare Wellbeing
• Pension \xe2\x80\x93 6% employer contribution (salary sacrifice scheme)
• NHS Pension* if eligible*.
• My Totally Rewards \xe2\x80\x93 A bespoke Rewards & Benefits platform giving you access to hundreds of online and instant discounts across various big-name retailers, cinemas, gym memberships, salary sacrifice schemes, including Wellbeing and Financial resources and support.
• Access to Blue Light Card and Health Service Employee Discount schemes.
• Share save scheme \xe2\x80\x93 Annual invitation to join the scheme to applicable employees.
• Enhanced Employee Assistance Programme \xe2\x80\x93 Provided by Health Assured.
• We Care including Virtual GP Services \xe2\x80\x93 24/7 GP Appointments.
• Refer a friend Scheme.

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