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    Operations Manager Health Tech - England, United Kingdom - HBSUK

    HBSUK
    HBSUK England, United Kingdom

    1 week ago

    Default job background
    Healthcare
    Description

    Operations Manager Health Tech

    A fantastic opportunity exists at HBSUK for a Operations Manager to work with our Virtual Lucy Team. You will be highly organised, proactive, have a proven track record of excellent performance under pressure and demonstrate excellent leadership and communication skills. You will support the ongoing development of operational governance processes, that meet the current and future organisational requirements. You must be able to prioritise your workload and deliver clinical services effectively while being receptive to working in a fast-paced workplace. The postholder will be able to manage extensive service growth, ensuring appropriate processes are in place to enable the service to scale effectively.

    About Us

    HBSUK works alongside Trusts to provide cost-effective insourcing solutions through a full range of services. At HBSUK we provide capacity solutions, resourcing, triage services, pathway redesigns, private market opportunities, as well as portfolio management and consultancy services.

    In addition to this we have developed a market leading Health technology – Virtual Lucy is our expert triage application designed to support patients through their assessment and treatment.

    Virtual Lucy combines our extensive clinical network with modern technology to ensure that patients get the best out of their journey to recovery. We design streamline patient- centric pathways that are evidence-based and effective. The patients journey starts with self-referral via our digital triage expert followed by an online appointment booking with the correct specialist from our extensive network of clinicians.

    Main Responsibilities

    • Service Delivery and Operations Management: Day-to-day service delivery of a portfolio of Virtual Services. Monitoring relevant organisational operational SLAs (internal & external) on a daily, monthly, and annual basis. Full and detailed knowledge of the HBSUK Virtual Lucy, including Contact Centre Tasks, capacity planning, forecasting and flash-reporting. Is able to manage their service portfolio within agreed KPI's, ensuring operational, clinical and financial quality is maintained. To act as operational escalation and improvement lead for services within the portfolio. Ensuring recovery plans are in place for all areas off target in relation to SLAs, KPIs, clinician availability, and target margins.
    • Commercial Management/Analysis: Ability to work with Head of Private Markets to ensure cost models, monitoring and analysis are in place for each service within the portfolio, to ensure services are running to targets on gross profit margin and capacity utilisation.
    • Mobilisations: Ensuring appropriate operational readiness and delivery for all operational tasks for delivering the day-to-day.
    • Capacity Management: Ensuring appropriate Demand/Capacity models are in place to enable resource management and rota management which demonstrate operational growth required to meet the demand of new/expanding services.
    • Governance: Detailed knowledge of policies, procedures, protocols, pathways, incident management, complaints management, and service reporting. Knowledge to span clients and internal (HBSUK).
    • Data analysis and reporting: Ensuring KPI reports are compiled in accordance with predetermined metrics to monitor relevant company operational SLAs. Additionally, ensuring reports are prepared for senior management and clients as appropriate.
    • Client Management & Communication: Is able to quickly develop excellent working relationships with all clients and stakeholders, including consultants. Regularly presents to clients and HBSUK forums, internally. Ensuring an appropriate client communications structure is in place for each service (including weekly/monthly/quarterly operations and contract meetings).
    • Team Management: Is able to directly and indirectly manage teams, including coaching and mentoring as required. Is able to conduct disciplinary and performance management if required. Knows how to motivate and inspire teams to deliver best-in-class services from all aspects.

    Requirements

    Education

    • Educated to Degree level or equivalent relevant experience
    • Management Training (CMMI level 5 or equivalent)

    Experience

    • Experience in service delivery within an NHS trust or
    • healthcare business
    • Extensive experience of operational SLA monitoring and management
    • An ability to step in an backfill any shortages in the team.
    • Working with a range of multidisciplinary teams to deliver complex services
    • Evidence of developing and delivering services within
    • sound commercial models
    • Experience managing the governance of projects,
    • including the management of risk, incidents and complaints

    Knowledge & Skills

    • Good analytical reasoning (verbal and numerical) and
    • strong financial management skills
    • Commercial acumen
    • Strong communication skills, with all tiers of staff
    • Stakeholder engagement
    • Able to prioritise own workload, delegate appropriately
    • and manage time effectively.
    • Good IT skills (Excel, Word, PowerPoint, Visio)
    • Excellent report writing skills, with an ability to develop
    • case studies that evidence success across delivered work
    • Able to write and deliver presentations to a multidisciplinary audience
    • Able to lead, facilitate and motivate a wide range of
    • teams to achieve results.
    • Able to line manage a team, providing mentorship and management in line with HR policies
    • Flexible approach to change management and problem solving
    • Knowledge of clinical governance

    Our Commitment to you

    We are committed to building a diverse team of HBSUK who are smart, nice, and get things done where everyone at HBSUK is empowered to bring their authentic self to their work. We are all responsible for stewarding a high-performance culture in which all HBSUK employee's belong and thrive. We are proud to be an equal opportunity employer and welcome applications from people of all backgrounds and experiences.

    If this opportunity is something which appeals to you, get in touch today, so we can ensure you have the best experience throughout your search.

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