Job Description:

Centre Manager

Leicester, LE4 1ET

Permanent

Full time – 40 hrs

Competitive Salary

Fantastic benefits 

We consider all types of flexibility, including locations, hours and working patterns.

We make health happen.

As an employee at Bupa our patients will be your top priority. With no shareholders, we reinvest our profits back into our business to give you the extra time and technology you need to make a difference to our patients each and everyday.

As a Centre Manager with Bupa Clinics, you'll be able to use your training and education to support our customers by providing education on how to Live Longer, Healthier, Happier Lives. Our customers are your priority, and you'll spend the majority of your time with them doing what you do best and what you trained for. 

You'll help us make health happen by:

Customer & Performance

• To lead and manage commercial and business needs of the Health Centre, overseeing and maintaining client contracts and business relationships

• To drive operational efficiency through effective utilisation and efficient scheduling of resources. Continually strive for profitable growth, driving innovation and keeping the customer at the centre of everything we do.

• Use insights from the Net Promoter System to continually drive improvements to the customer experience across their Health Centre

• To seek opportunities to maximise the business by owning the local marketing plan, raising the centre's profile in the local community and use the expertise within Marketing and Sales to convert leads into new business

• To be the operational lead with key corporate companies and to support the Area Manager with new business and service lines developments, client relations and tenders

• To analyse failure demand, customer satisfaction results, complaints and immediate feedback. Work towards understanding the root cause and put in place speedy remedial actions

• To maintain and develop a robust and proportionate control environment to ensure regulatory compliance (CQC) and appropriate location of accountability, without prejudice to commerciality and customer responsiveness. Ensure all risks are managed in Clinics in line with relevant risk appetite statements and Clinical Governance.

• Ensures a culture of compliance is fostered and achieves 100% regulatory compliance (or similar) levels. Works within QMS framework

Financial

• To be accountable for the identification and delivery of the Centres cost improvements, continuously looking to reduce operating costs and identify opportunities to increase revenue

• To continuously measure performance to understand any variation and proactively take action on cost underperformance

• Measure and focus on all revenue streams across all services lines and understand profitability, responding to changes within the external environment and ensuring the business can respond to change quickly

People Management

• Directly manages and influences through the Centre management structures both through the operational and clinical lines and ensures roles are staffed appropriately and in line with Bupa values.

• To proactively seek out opportunities to bring new skills into the team / cross train in order to work towards a one stop resolution incorporating all service lines

• Provides clear direction to direct reports and a consistent, structured methodology to delivery that is visible and understandable

• Use insights from the employee NPS survey to continually drive improvements and engagement within the Centre

• To develop a performance management culture; consistently embedding initiatives and KPIs to drive growth and operational efficiency

• To encourage all direct reports to work as an effective, high performing operational team who are strategically aligned to maximise utilisation and efficiency across the Health Centre.

• Promotes a culture where employees are empowered to be accountable, are well motivated and able to understand and commit themselves to the objectives of Health Clinics

Other

• To be responsible for all legal and statutory obligations including but not limited to:

Health and safety

Care Quality Commission Essential Standards including being the CQC Registered Manager (*if applicable).

Data Protection

Employment legislation.

Infection prevention

Safeguarding

(If applicable) as CQC registered manager for the establishment you will have legal responsibility for compliance with CQC standards and outcomes and notifications.

• To ensure compliance by all centre staff with all policies, procedures and protocols issued by Bupa Health Clinics

• To ensure that clinical governance processes are in place as required by Bupa Clinical governance policy

• To ensure the centre complies with internal and external standards and passes any internal and external inspections including Bupa Healthcare Quality Provider visits, ISO compliance audits, Link Up standards

• To comply with the Bupa Health Clinics quality management system in respect of control of document distribution

• To work closely with your clinical teams to ensure compliance with clinical governance requirements such as clinical notes audits and appraisals, critical incident reporting, infection control, safeguarding policies

• Ensuring the H&S Policy is communicated, understood and followed by all within their Clinics/Areas. Supporting our Managers/employees in ensuring health and safety training is carried out, and is delivered within the timescales, including induction training.

• To manage risks in accordance with Bupa's Three Lines of Defence Model and the Health Clinics Risk Management Policy'

Treating Customers Fairly

You should be able to demonstrate that you pay due regard to customers and treat them fairly by:

• Making the fair treatment of customers central to all organisational changes, procedural changes and policy decisions that you make, approve or oversee.

• Always demonstrating fair customer treatment to other employees – leading by example.

• Rewarding the fair treatment of customers by other employees.

• Being able to explain the impact that your role and actions have on the fair treatment of customers