About Medefer

Medefer is an innovative CQC registered virtual healthcare provider that aims to transform the way that healthcare is delivered by enabling healthcare systems to provide patients with the best healthcare experience - timely, efficient, and effective.

Founded by Consultants and GPs working in the NHS, our culture is driven by a deeply held commitment to the NHS and delivering transformational change to the patient experience. We are a passionate, dedicated and patient-focused team striving to make healthcare fit for the 21st century. Our vision is to completely re-frame the way that healthcare is delivered.

Unlike other virtual healthcare solutions, Medefer’s Virtual Outpatient Service enables the best possible care through the entire patient pathway from referral to discharge. Our unique software platform can effectively handle the majority of patients from referral through triage to investigation, diagnosis and discharge, without the need for physical outpatient appointments.

Following a successful funding round Medefer is enjoying a period of rapid growth as it responds to the challenges facing the NHS.

Job description

We are looking to appoint an enthusiastic and proactive Service Manager to join our dynamic and hardworking team. The successful candidate will be tasked with managing and developing operational processes to support our growing client base, leading and managing complex operational services and focusing on ensuring we maintain superior customer service levels, operational excellence, and strategic insight.

Medefer is a dynamic, technology-focused company that exists because we strive for better ways of working. The successful candidate will need to be capable of leading colleagues through change. There will be new challenges at every turn and success will involve bringing everyone through the changes necessary to radically improve patient care across the service.

Responsibilities

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  You will ensure that our clients’ experiences of the Medefer pathway is the best it can be, that service level agreements and individual key performance indicators are set and delivered and that we learn from feedback and continuously improve how we operate.

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  The successful candidate will thrive on responsibility, assert what needs to be done and by when, and provide leadership to colleagues in operations and the broader company, and to drive us all to provide the best service possible with the resources available. Being the first point of call for all issues relating to your Services

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  You will provide effective and innovative leadership ensuring clear direction concerning service improvement and effective utilisation of resources, leading and managing the assessment of complex operational issues and challenges that face the service. This will demand high levels of judgement, analysis and interaction to agree clear solutions and recommendations that you will be responsible for implementing.

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  You will monitor and review patient pathways utilising patient tracking information to identify pathways delays, to expedite care pathways and to deliver service improvements to streamline pathways, proactively finding resolutions to improve pathways and support timely clinical decision making.

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  You will ensure compliance with Medefer's corporate governance requirements ensuring processes are in place to monitor clinical quality, investigate complaints and incidents and identify and manage risk, actively using the risk register to document, highlight, and manage risks, taking action to negate or minimise risk where it is within the scope of the role.

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  You will ensure systems are in place to monitor the delivery of contracted activity, identifying, mitigating, and escalating against any areas of underperformance or any risks to delivery

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  You will create, collate, interpret, and analyse data to turn it into useful information to enable the operations team to monitor and control performance and quality.

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  You will establish and maintain an effective communications strategy with all key stakeholders, developing and building excellent working relationships between Medefer and its clients. Communicate with internal and external stakeholders regarding the progress of patients and the status of different elements of the outpatient service
  

• You will support the Patient Care Team effectively manage queries relating to your services, allocating tasks along with the Patient Care manager to ensure sufficient coverage

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  You will create, maintain, and deliver Service-specific training and documentation

Person Specification

• At least 3 years’ experience in an operational leadership role within a healthcare environment, experience in an NHS Acute Hospital Trust highly desirable
• Expertise in dealing with healthcare managers and administrators
• Able to analyse complex information to support decision making
• Knowledge and awareness of national targets and the NHS Plan, National Service Frameworks, Clinical Governance, Performance Improvement approaches
• Experience of building and/or managing a service-delivery team
• Desire to take ownership of the operational relationships with one or more client Services
• Ability to deliver a consistent, responsive, and five-star stakeholder experience and be confident working with senior stakeholders
• Ability to lead multi-professional meetings, to present complex quantitative and qualitative data in a simple message
• Be just as comfortable doing the work as well as managing people doing the work
• Ability to problem-solve varied and unstructured challenges, proactively seek out answers and solutions
• Be self-motivated and driven to improve how things work and able to work autonomously
• Thrive in a fast-paced, varied, and changing environment
• Strong prioritisation skills with the ability to manage competing demands and deadlines effectively
• Work seamlessly with a wide variety of people from different cultures and all walks of life
• Be a champion of Medefer’s values in everything you do
• Impeccable written and spoken English
• Excellent interpersonal skills – assertive but fair
• Excellent Microsoft Office and general IT skills
• A love of healthcare and genuine interest in technology
• Calm under pressure, working with humour and confidence
• A private and confidential space to work in at home when working remotely

Perks

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  Company pension.

• 28 days annual leave plus the normal bank holidays.

• Private Medical Insurance after probation.

• A supportive, collaborative & inclusive culture, where you will have the opportunity to work alongside a team of intelligent, driven & compassionate people who care deeply about transforming the way healthcare is delivered.

• Exciting opportunities for career progression.

• Flexible working hours.

Offers of employment are subject to a satisfactory DBS & references check

Medefer contact details are provided for the specific purpose to support potential candidates and are not to be used to market services. The named individual has not consented to unsolicited marketing emails. ‘Direct marketing’ means the communication, by whatever means, of marketing material which is directed at individuals. Privacy and Electronic Communications Regulations (PECR) apply to unsolicited emails, for which the individual has not provided consent. Medefer takes the privacy of individuals very seriously and failure to abide by this notice will result in action taken.