Pathway Operational Manager

at  HERE

JOB DESCRIPTION

Our team of Pathway Operational Managers are responsible for the smooth running of the day-to-day operations of Sussex MSK Partnership Central. You will assist the Service Manager in the operational provision of the service, taking a lead on the delivery of a pathway group.
This role will require you to be organised, with the ability to lead, make decisions, and be flexible, as you’ll look after and manage the many components that make up the delivery of the service, including people, processes, and project delivery.
We’re looking for someone who can communicate effectively across multiple levels and disciplines as our Pathway Operational Mangers act as the bridge between our clinical and administrative staff.
It’s a rewarding role where you can see results and make a real impact.

EXPERIENCE AND JOB-RELATED KNOWLEDGE

• Able to work with a professional team (E)
• Intermediate level using Word, Excel, and Outlook (E)
• Able to use numerical data, summarising into accurate reports (E)
• Able to support staff in dealing with upset or difficult people by telephone (E)
• Committed to equalities in employment and promoting diversity in the workplace (E)
• Experience or knowledge of the NHS/Public Sector (D)
• Experience of working with the ERS system (NHS), patient administration systems and/or appointment booking systems (D)

SKILLS

• Proven track record in developing strong relationships with the ability to maintain working relationship both internally and externally (E)
• Able to analyse referral trends and effectively manage the demand of incoming referrals (E)
• Able to demonstrate the values of the organisation to help maintain the working culture (E)
• Excellent interpersonal skills with the ability to demonstrate empathy and leadership and mitigate conflict where necessary (E)
• Able to communicate effectively in person and virtually with a wide range of people, ensuring information is shared accurately (E)
• Able to handle complex situations which can often include holding difficult conversations. Able to listen to different opinions and work towards a resolution (E)
• Able to manage complex tasks and project manage with a solution focused mindset/lens to ensure the delivery of set objectives (D)

You will need strong people management skills in the role as you’ll be a leader within the service, building relationships and helping to motivate others. You will need to:

• Line manage a group of Senior Patient Care Advisors (SPCAs), undertaking regular 1:1 meetings, annual appraisals, and support them with line management of the wider administration team. Staff may be employed by Here or our partner organisation, Sussex Community Foundation Trust (SCFT).
• Create and maintain a culture of open feedback within the team, enabling people to bring their best self to work.
• Encourage staff to take ownership of their personal development and upskilling to help refine and improve the service.
• Enable the supervision of staff using the relevant organisational policies and training structures in place.
• Share learning from both new ways of working and from incidents with clinical and nonclinical staff as necessary

This role is often seen as the bridge between our clinical and administrative staff. As such, you will be working with key groups of people across the organisation, as well as external primary care contacts. You will need to:

• Communicate with providers and partners on a regular basis to ensure the smooth flow of a patient through the service. This will include using information such as waiting times to assist in a patient’s decision-making process.
• Work with a group of SPCAs to ensure that all waiting lists are regularly monitored and kept up to date.
• Be flexible and adaptive, making sure to be present at the sites we work from across Crawley, Horsham, and Mid-Sussex to connect with clinical and non-clinical colleagues.
• Work alongside other departments (Development & Improvement team, Computer Systems Intelligence team) on service improvement projects to ensure the relevant parties are involved and effective change management takes place