Operations Manager Urgent Treatment Centres & Out of Hours Service

Job title

Operations Manager (OM) Bexley Urgent Treatment Centres &

Out of Hours Service Location

Queen Mary Sidcup Urgent Care and

Erith Hospital Working hours

37.5hrs including weekends (working 5 out of 7 days, 8hr shifts on rota basis between 7am and 7pm)

Salary

£38,682 - £40,823 per annum Key relationships include but are not limited to: BHNC Board Primary care BHNC Senior Management Team UTC Senior Management BHNC Training Hub 111, LAS, DoS team UTC clinical and non-clinical team Key Responsibilities Responsible for the operational management and delivery of high-quality care across the Urgent Treatment Centres (UTCs) and Out of Hours services, providing strong leadership and management to clinical and non-clinical teams. Working in partnership with Lead Clinicians, GPs, nurses, managers, and external agencies to support safe, effective, and patient-centred care delivery in line with clinical governance standards, KPIs, and National Quality Requirements (NQRs). Oversee the day-to-day running of the UTCs, ensuring services operate efficiently during both in-hours and Out of Hours periods. Manage patient flow, staffing levels, shift coordination, clinician productivity, rota cover, and operational pressures to maintain service standards and prevent breaches. Escalate concerns appropriately and support service continuity through effective resource management. Support recruitment, induction, supervision, appraisals, PDPs, and performance management of staff, promoting a positive team culture and continuous service improvement. Ensure staff compliance with organisational policies, procedures, clinical pathways, significant event reporting, and data requirements. Contribute to audits, policy development, service evaluations, and implementation of operational improvements and new projects. Maintain effective communication and collaborative working relationships with NHS 111, ambulance services, community teams, GP practices, and other stakeholders to support integrated urgent care delivery. Ensure the safe management of medicines, stock control, security procedures, and clinical environment standards across both UTC sites. Provide operational support to reception and clinical teams, including resolving system issues, monitoring waiting times and consultation activity, supporting unregistered patients, and ensuring efficient patient prioritisation based on clinical need. Demonstrate strong leadership, organisational, problem-solving, and conflict management skills within a fast-paced urgent care environment. Personal and Professional Development The role will be across both sites Erith Urgent Treatment Centre and Queen Marys Urgent Treatment Centre The Operations Manager will assist in managing the quality and performance, monitoring responsibilities in relation to the OOH/UTC services, taking a lead role in addressing non-clinical issues and escalating clinical issues to the Co-clinical Medical Director. Work as part of the UTC/OOH Management Team improving quality and safeguarding patients by supporting and ensuring the development of systematic processes and structures that will assure quality and commit to enabling quality improvements. One of the key roles of the UTC/OOH Operations Manager will be to work with the 111 service providers to ensure the appointments for home visiting and face-to-face attendances are co-ordinated effectively and in a timely manner. The Operations Manager will manage the duty doctors working across the bases and ensure mobiles are dispatched to effectively deliver the service within the KPIs and NQR requirements. Participate in an annual individual performance review, including taking responsibility for the maintenance of a record of own personal and/or professional development. Participate in any training programme implemented by the management team. Effectively manage own time, workload and resources. Assess own performance and development and take accountability for own actions, either directly or under supervision. Maintain confidentiality at all times. Represent the organisation positively and professionally, behaving as an ambassador for BHNC by displaying the organisations values and levels of expected professionalism at all times. Demonstrate interpersonal skills when dealing with all levels of staff across the BHNC and PCNs using persuasion, tact and reassurance where necessary. Handle confidential patient material in a sensitive and discrete fashion in compliance with BHNC policies and procedures. To be able to influence, motivate and involve individuals and teams to reach necessary performance target expectations. Liaise with other departments and members of the BHNC and other organisations to ensure the smooth running of the role to assisting the functioning of the PCN team. General Demonstrates effective team working skills, fostering positive working relationships, supporting colleagues, and contributing to a collaborative multidisciplinary environment to ensure high-quality service delivery. Ensure that patients are receiving the best possible service and that patient services are constantly reviewed and needs identified. Offer support where required to ensure that the UTC and OOH runs efficiently and effectively on a day-to-day basis. Understand and implement Data Protection Act 2018 to ensure they are fit for purpose for the UTC. Assist with clinical and non-clinical rotas, to ensure shifts are covered in accordance with agreed policies and requirements. Oversee production of patient leaflet and patient information. Ad-hoc project management as requested by the senior management team. Comply with and co-ordinate requests for information and ensure timely delivery of requested information, i.e. Police/legal reports. Ensure processes are in place to enable locums to work efficiently and effectively in line with the commissioned service. Hold regular planned staff meetings and ensure the minutes are available within 5 working days of the meeting taking place. The post holder will make autonomous decisions regarding prioritisation and utilisation of local resources, supported by the Service Improvement and Development Manager. Ensure appropriate financial records systems are maintained for received monies, invoices, bills etc. with the support from Finance department. To be responsible for the ordering of any relevant equipment and supplies and to ensure Purchase Order system is kept updated. Liaise with the Finance Team for all matters relating to staff wage queries, invoices and queries. Report any faults with UTC computers and communications systems in a timely manner. Ensure that UTC related information required for audit and performance is collected and monitored. Ensure that appropriate mechanisms are in place to maintain patient confidentiality and security of health records. Ensure that the information on the website is kept up to date. Ensure that all patients records entered in CLEO are traced in the spine using staff SMARTcards. Ensure that all clinical staff use their SMARTcards when treating patients and that they are able to access patients summary care records. Ensure all staff have NHS.net email accounts and these are passed to HR to update the email distribution lists. Ensure all staff have a SMARTcard. Have a good knowledge of the working of the e-Triage system NHS Pathways. Ensure maintenance issues in relation to the UTC premises are dealt with in consultation, where necessary with the appropriate people. Maintain confidentiality at all times. Represent the organisation positively and professionally, behaving as an ambassador for BHNC by displaying the organisations values and levels of expected professionalism at all times. Demonstrate interpersonal skills when dealing with all levels of staff across the BHNC and PCNs using persuasion, tact and reassurance where necessary. Handle confidential material in a sensitive and discrete fashion in compliance with BHNC policies and procedures. To be able to influence, motivate and involve individuals and teams to reach necessary performance target expectations. Liaise with other departments and members of BHNC and other organisations to ensure the smooth running of the role. Work within BHNC policies and procedures.