SWL ICC Hub Clinical Operational Manager

Job summary

We are seeking a highly motivated and dynamic individual for the post of Clinical Operational Manager for the SWL Integrated Care Coordination (ICC) Hub. This role is key to the successful delivery of the ICC Hub model which covers all of SWL Integrated Care System (ICS). The ICC Hub is hosted by the London Ambulance Service NHS Trust (LAS) and is built on collaboration and partnership working across community and acute providers, based within the ICC Hub this role will provide consistent clinical operational leadership, ensuring smooth coordination across services.

Integrated Care Coordination (ICC) is an innovative joint initiative between the LAS, ICBs, Acute Trusts and Community Providers. It offers clinical advice by drawing on expertise from Consultants in Emergency Medicine and other specialities, LAS clinicians, Mental Health Clinicians, General Practitioners and Urgent Community Response teams. The aim is to support pre- and post-dispatch clinical decision making, identify appropriate hospital and community pathways, streamline referrals and coordinate care across the ICS.This is an exciting time to join the team and shape an evolving service that is improving outcomes for patients and reducing system pressures, for someone who is passionate about collaborative, patient centred care and driving system change.

Main duties of the job

Key responsibilities include:Hold clinical and operational accountability for the performance of the ICC Hub, balancingcompeting operational, clinical and system priorities to optimise outcomes for patients, TheTrust and partners.Facilitate the development and integration of alternative care pathways for the ICC Hub.Support the sector clinical quality team in promoting the ICC Hub; providing guidance tooperational clinicians and responding to clinician feedback and experience. Day-to-day management of the ICC Hub Coordinator, ensuring data validation, phoneanswering and referrals are undertaken efficiently and effectively.Recruitment and onboarding of external clinicians into the ICC Hub, arranging induction,contracts and ongoing rostering and education as required.Support the Clinical Support Manager as required with their day-to-day management of theICC Hub shift, for example assisting Senior Clinical Decision Makers with ICC Hub processPromote the ICC model across the ICS, engaging with local stakeholders and healthcarepartners.Monitor and evaluate service performance, contributing to continuous improvement withinthe ICC Hub and system integration.Reporting and escalation both internally and externally, producing high level reports andpresenting to a range of stakeholders about the ICC Hub model.

About us

Our vision is to deliver outstanding emergency and urgent care whenever and wherever needed for everyone in London, 24/7, 365 days a year. Our strategy 2023-2028 outlines how we plan to achieve this, and is centred upon three missions focused on:Our care delivering outstanding emergency and urgent care whenever and wherever needed.Our organisation being an increasingly inclusive, well-led and highly skilled organisation people are proud to work for.Our London using our unique pan-London position to contribute to improving the health of the capital.To achieve these three missions we have set ourselves 50 commitments to deliver over the next five years. In developing these ambitious commitments, we have engaged extensively both inside our organisation, with our partners and with our patients, and we have analysed population trends and horizon scanned the future.

Details

• Date posted: 29 October 2026
• Pay scheme: Agenda for change
• Band: Band 8a
• Salary: £63,665 to £70,887 a year
• Contract: Fixed term
• Duration: 16 months
• Working pattern: Full-time
• Reference number: 308-OL-CORP-147
• Job locations: Bernard Weatherill House, Mint Walk, CROYDON, Greater London, CR0 1EA, United Kingdom

Job responsibilities

Key ResponsibilitiesClinical and Operational Delivery Provide day-to-day oversight of the ICC Hub activity, in collaboration with the ClinicalSupport Manager, reacting flexibility to any issues that arisePlan and manage staged onboarding and induction processes for external clinicians,ensuring timely and accurate contract completion by external Trusts and clinicians.Ensure the ICC Hub is operating effectively, delivering high standards of operational andclinical performance and ensuring service delivery meets agreed objectives.Provide specialist knowledge of LAS processes related to hear and treat, see and treat,clinical decision making and patient referral, utilising this to provide advice and educationto the variety of clinicians working within the ICC Hub. Monitor, interpret and report on ICC Hub performance using key performance indicators(KPIs), analysing a range of complex data sources, drawing themes and taking proactiveaction to address variances and drive continuous improvement.Monitor and be accountable for service delivery, performance and improvement of the ICCHub service; where issues are identified perform comprehensive analysis, instigateimmediate mitigations, determine solutions and identify the benefits and risks before takingaction or escalating as required.Develop, implement and review operational policies and procedures ensuring alignmentwith the Trust ICC Steering group, Clinical Hub and organisational governance structure.Ensure new policies and procedures are adoptable by ICC Hubs in each ICS and withinthe Clinical Hub where relevant.Lead on the strategic development of pathways in to the ICC Hub; referral pathways fromthe ICC Hub into alternative services, working with system wide operational and clinicalservice leads and ICB leads to negotiate patient pathways, managing conflicting prioritieswhere they arise.Develop the strategic direction of the ICC Hub model, in response to identified patientand system need, national strategy, guidance and Trust requirements, ensuringalignment to the ICB vision and NHS long term plan.Interpreting local and national policy, identifying pertinent points in guidance and policythat impacts or influences the ICC Hub model and system working. Establish anyrequired changes to align with local, regional and national policy and autonomouslydevelop an action plan to operationalise these. This should be done independently butensuring consultation with the Deputy Director and appropriate governance is agreedbefore changes made.Reviewing and monitoring actions and plans to keep delivery on track so reducing theneed for short term actions.Challenging current strategies and plans, proactively identifying and implementingimprovements.Ensure Senior Clinical Decision Makers (SCDMs) working in the ICC Hub can accessalternative care pathways. Identify and report issues with pathway access, deliveringimprovements with ICB and clinical quality teams. Management of the bespoke Directory of Services e.g./MiDoS; creating and formattingpathways to enable uploading and sharing, work with service leads to update pathwayinformation and monitor and review information to ensure it is up to date for the ICC Hub.Clinical knowledge, not be solely focused on the current Standards of Proficiencypublished by the Health and Care Professions Council (HCPC), but will allow discussionof clinical matters with a degree of confidence with doctors and other senior healthcareprofessionals when discussing / negotiating what the LAS can offer our clients / patientsand pathway development between servicesMaintain a high degree of clinical credibility when working with external agencies andwithin the Trust by maintaining visibility and regular operational shifts. Undertake regular direct patient care as part of operational shifts, in order to; maintainHCPC registration, clinical credibility and to support CSP/REAP related surges inoperational demand within the Trust.Demonstrate the necessary physical skills required for safe and effective participation inoperational duties, in accordance with Trust standards. Ensuring effective coordination,implementation and sustainability of improvements that support the increase in utilisationof the ICC Hub by LAS clinicians on scene, clinical advisors in the Clinical Hub and anyexternal pathways into the ICC Hub, working with the LAS sector Clinical Quality team.Maintain a personal duty of care for all equipment and resources used during operationalshifts and in the development and delivery of the ICC Hub. Quality Care & Governance Ensure robust clinical governance by supporting the response to incident review andembedding learning from incidents and complaints. Action outcomes from the agreed Trust ICC Hub governance process, in terms of serviceimprovements and developments Have an overview of all ongoing ICC Hub related incidents, undertaking LFD reviews,investigations and duty of candour as required.Manage ICC Hub risk register, monitoring and recommending new risks for review,liaising with local operational and clinical quality teams, Clinical Hub, ICC Hub seniorleadership team and other departments to; ensure regular reviewed and updates ofexisting risks, in accordance with Trust risk review schedule/risk management policy.Champion infection prevention and control, safeguarding, and health and safety withinthe ICC Hub, ensuring compliance with Trust and national standards.Respond to LAS, external clinician (quality alerts) and patient feedback, identify andaction immediate mitigations, determine a plan to address any issues& implement agreedactions for improvement Participate in clinical audit to develop, evaluate and inform patient and clinical careinitiatives across the Trust. Contribute to the design and completion of service evaluation in relation to the clinicaland operational impact of the ICC Hub, presenting reports and disseminating results toinform ICC Hub development across the Trust. Maintain accurate and up-to-date records, ensuring data quality and confidentiality in linewith Trust policies and the Data Protection Act Lead the design and delivery of Quality Improvement (QI) activity, including in responseto external and LAS clinician feedback, for the ICC Hub, using a PDSA approachDevelop and deliver appropriate training programmes for ICC Hub workforce and ensurecompliance with statutory and mandatory training requirements.Deliver induction to the ICC Hub and LAS systems for external clinicians, ensuringongoing education on process and governance as required.Stakeholder Relationships Liaise with the LAS Clinical Hub, Clinical Pathways senior leadership teams and Head ofClinical Quality, escalating any concerns as appropriateProvide and discuss highly complex information about clinical presentations and patientoutcomes, including sensitive information, with clinicians working in the ICC Hub. Build, implement and continuously improve referral pathways from the ICC Hub intocommunity and acute services, ensuring effective integration with system partners. Thiswill require skills of persuasion, negotiation and reassurance to gain cooperation.Engage with internal and external stakeholders to optimise service delivery, represent theICC Hub at relevant forums, and contribute to wider system integration andtransformation.Support the development and dissemination of communications about the ICC Hub withinthe LAS and with wider external stakeholders Foster and build a functional MDT in the ICC Hub through team building and fosteringrelationshipsBuild and maintain excellent working relationships with system partners to ensure the ICCHub builds strong relationships with system colleagues Line Management Line management of the ICC Hub care coordinator role, ensuring the high quality of datacollection that facilitates reporting and quality improvement. Manage and develop staff through regular performance reviews, coaching, andsupporting career development, ensuring all mandatory training and professionalstandards are met. Provide visible clinical leadership, supporting the professional development and clinicalcompetence of staff, and promoting a culture of responsibility, accountability and highquality patient care. Promote a collaborative, supportive and high-performing team environment, encouragingstaff engagement, wellbeing, and effective communication across all levels.Ensure safe, effective, and efficient use of Trust assets in all activities.Approve expenses related to ICC Hub care coordinator role, timesheets for SCDMpayment and overtime for shifts worked in ICC Hub.Support the delivery of the ICC Hub service within an agreed budget and demonstratevalue for money. Be aware of financial implications on the ICC Hub budget of decisions to change themodel and workforce requirements.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).