Non-Emergency Patient Transport Services Operations Manager
West Midlands Ambulance Service University NHS Foundation Trust
An exciting opportunity has become available for an Operations Manager to join our Non-Emergency Patient Transport Services contract for our Cheshire Contract based in Ellesmere Port. The post holder will exercise management of all aspects of Non-Emergency Patient Transport Service provision within the contract, which provides a 24-hour, 7 days a week service, covering the geographical area of the contract. You will be responsible for the provision and retention of high-quality, efficient, and cost-effective transport service to Hospitals and departments within the contract. You will be managed remotely and have significant discretion to work within set parameters. Main Duties of the Job
West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed. Each person plays a vital part in ensuring our organisation meets the differing needs of our communities, ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities it serves provides better patient care, and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients. Job Responsibilities
Ensure the efficient delivery of all Non-Emergency Services within the contract area, including the management of resources and development of services to achieve all local, corporate, and national targets. Manage all sickness absence by monitoring on a daily/weekly basis, ensuring staff are appropriately supported, encouraging staff to return to work in a timely fashion, and ensuring that the relevant documentation is completed in partnership with the HR Team. Analyse contract levels, making judgements on complex matters such as performance and putting in measures to ensure the continual provision of a quality Non-Emergency Patient Transport service. Monitor efficiency by downloading reports using the patient transport database system on a daily basis to avoid financial penalties to the Trust. Provide complex statistical data using the patient transport database system to the commissioners on a monthly basis. Identify measures to achieve continuous improvement in performance, including the review and implementation of rosters and deployment. Delegated budget-holder for substantial pay and non-pay budget, ensuring all areas of responsibility are achieved within budget. Meet with the commissioners on a monthly basis with the Senior Operations Manager to discuss the contract and matters arising. Maintain working relationships with all managers of hospitals and departments within the contract and attend meetings on a bi-monthly basis or earlier if required. Attend multi-disciplinary meetings to discuss local and national NHS pressures. Liaise with external contractors and set in place third-party provider agreements to be monitored on an annual basis. Responsible for the management of a large fleet of vehicles ensuring maximum efficiency and readiness at all times. Undertake a direct line management function for the management team including recruitment and selection, disciplinary, grievance and performance management, welfare, team building, and setting of SMART individual and team objectives. Proactively manage and resolve short-term and long-term sickness absence according to Trust policy and procedures. Deliver sensitive or contentious information to staff in areas managed. Responsible for developing a supportive culture which reflects the principles of improving working lives. Responsible for the development and implementation of new Non-Emergency Patient Transport service policies, procedures, and practices. Undertake and/or participate in ad-hoc projects, investigations, disciplinary hearings, etc. Ensure patients' needs are central to the Trust and maintain dialogue with patients/patient groups. Deal with patient complaints and concerns daily. Monitor the quality of services ensuring appropriate investigations are conducted into complaints and performance issues. Provide information and undertake surveys or audits as required. Deputise for Senior Operations Manager at internal and external meetings as required. Responsible for planning, organising and controlling to achieve short/long term objectives. Provide reports as requested by the PTS Senior Operations Manager. Line manage all operational staff in the area and ensure an open and flexible style matching the styles of the Trust. Work closely with the Commissioners to ensure that service provision meets the needs and expectations of all stakeholders. Ensure the implementation and delivery of effective reviews to all staff managed in the area. Provide cover for the PTS Senior Operations Manager as and when required. Participate in the on-call rota. The post holder will be required to adopt and undertake other duties in line with professional and service developments. Person Specification
Experience
Significant and proven operational and staff management experience. Experience of dealing with complaints, disciplinary hearings, and staff side issues. Knowledge of emergency and contingency planning and risk management. Understanding of Ambulance Service targets. Significant ambulance service experience in both the Control Centre and as part of a non-urgent operational crew. Skills and Knowledge
Leadership skills. Ability to persuade and influence with effective verbal & written communication skills. Able to motivate others. Analytical skills, ability to interpret complex data and make appropriate decisions based on statistical analysis. Ability to write reports and present complex ideas and information to disparate groups. Team player, ability to contribute to business agenda. Ability to motivate, performance manage and develop teams and individuals. Advanced IT and keyboard skills equivalent to RSA level 2/3. Qualifications
Good standard of general education. Degree or equivalent experience. Equivalent to a Masters in a management subject. Obtained or working toward General Management qualification. Trained in PTS Control Systems. Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service. Employer Name
West Midlands Ambulance Service University NHS Foundation Trust £46,148 to £52,809 a year plus the relevant unsocial hours as per section 2
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West Midlands Ambulance Service University NHS Foundation Trust
An exciting opportunity has become available for an Operations Manager to join our Non-Emergency Patient Transport Services contract for our Cheshire Contract based in Ellesmere Port. The post holder will exercise management of all aspects of Non-Emergency Patient Transport Service provision within the contract, which provides a 24-hour, 7 days a week service, covering the geographical area of the contract. You will be responsible for the provision and retention of high-quality, efficient, and cost-effective transport service to Hospitals and departments within the contract. You will be managed remotely and have significant discretion to work within set parameters. Main Duties of the Job
West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed. Each person plays a vital part in ensuring our organisation meets the differing needs of our communities, ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities it serves provides better patient care, and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients. Job Responsibilities
Ensure the efficient delivery of all Non-Emergency Services within the contract area, including the management of resources and development of services to achieve all local, corporate, and national targets. Manage all sickness absence by monitoring on a daily/weekly basis, ensuring staff are appropriately supported, encouraging staff to return to work in a timely fashion, and ensuring that the relevant documentation is completed in partnership with the HR Team. Analyse contract levels, making judgements on complex matters such as performance and putting in measures to ensure the continual provision of a quality Non-Emergency Patient Transport service. Monitor efficiency by downloading reports using the patient transport database system on a daily basis to avoid financial penalties to the Trust. Provide complex statistical data using the patient transport database system to the commissioners on a monthly basis. Identify measures to achieve continuous improvement in performance, including the review and implementation of rosters and deployment. Delegated budget-holder for substantial pay and non-pay budget, ensuring all areas of responsibility are achieved within budget. Meet with the commissioners on a monthly basis with the Senior Operations Manager to discuss the contract and matters arising. Maintain working relationships with all managers of hospitals and departments within the contract and attend meetings on a bi-monthly basis or earlier if required. Attend multi-disciplinary meetings to discuss local and national NHS pressures. Liaise with external contractors and set in place third-party provider agreements to be monitored on an annual basis. Responsible for the management of a large fleet of vehicles ensuring maximum efficiency and readiness at all times. Undertake a direct line management function for the management team including recruitment and selection, disciplinary, grievance and performance management, welfare, team building, and setting of SMART individual and team objectives. Proactively manage and resolve short-term and long-term sickness absence according to Trust policy and procedures. Deliver sensitive or contentious information to staff in areas managed. Responsible for developing a supportive culture which reflects the principles of improving working lives. Responsible for the development and implementation of new Non-Emergency Patient Transport service policies, procedures, and practices. Undertake and/or participate in ad-hoc projects, investigations, disciplinary hearings, etc. Ensure patients' needs are central to the Trust and maintain dialogue with patients/patient groups. Deal with patient complaints and concerns daily. Monitor the quality of services ensuring appropriate investigations are conducted into complaints and performance issues. Provide information and undertake surveys or audits as required. Deputise for Senior Operations Manager at internal and external meetings as required. Responsible for planning, organising and controlling to achieve short/long term objectives. Provide reports as requested by the PTS Senior Operations Manager. Line manage all operational staff in the area and ensure an open and flexible style matching the styles of the Trust. Work closely with the Commissioners to ensure that service provision meets the needs and expectations of all stakeholders. Ensure the implementation and delivery of effective reviews to all staff managed in the area. Provide cover for the PTS Senior Operations Manager as and when required. Participate in the on-call rota. The post holder will be required to adopt and undertake other duties in line with professional and service developments. Person Specification
Experience
Significant and proven operational and staff management experience. Experience of dealing with complaints, disciplinary hearings, and staff side issues. Knowledge of emergency and contingency planning and risk management. Understanding of Ambulance Service targets. Significant ambulance service experience in both the Control Centre and as part of a non-urgent operational crew. Skills and Knowledge
Leadership skills. Ability to persuade and influence with effective verbal & written communication skills. Able to motivate others. Analytical skills, ability to interpret complex data and make appropriate decisions based on statistical analysis. Ability to write reports and present complex ideas and information to disparate groups. Team player, ability to contribute to business agenda. Ability to motivate, performance manage and develop teams and individuals. Advanced IT and keyboard skills equivalent to RSA level 2/3. Qualifications
Good standard of general education. Degree or equivalent experience. Equivalent to a Masters in a management subject. Obtained or working toward General Management qualification. Trained in PTS Control Systems. Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service. Employer Name
West Midlands Ambulance Service University NHS Foundation Trust £46,148 to £52,809 a year plus the relevant unsocial hours as per section 2
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