Remote Monitoring Service Manager
4 days ago
Farnborough
NHUC are looking for an experienced and motivated Remote Monitoring Service Manager to lead the operational delivery of our newly established Remote Monitoring service. This is an exciting opportunity to play a key role in transforming patient care through digitally enabled services that support people to remain safely at home while reducing reliance on urgent and emergency care services. As the operational lead, you will be responsible for service mobilisation, performance management, workforce leadership, stakeholder engagement, quality assurance, and continuous service improvement. You will work closely with NHUC senior leaders, system partners, subcontractor providers, and digital suppliers to ensure safe, responsive and patient-centred care. We are seeking a dynamic leader with experience of managing healthcare services, delivering operational performance, and leading teams within NHS, urgent care, primary care, or remote monitoring environments. Strong communication, organisational and partnership-working skills are essential. This is a full-time role based at our Farnborough head office with travel across Hampshire and the Isle of Wight as required. Join NHUC and help shape the future of virtual care, supporting our vision of delivering safe, effective and compassionate care closer to home. Please note, this role is initially fixed term until 20th November 2028 with potential to extend. Interview date: 29th October 2026 at our Head Office in Farnborough. The Remote Monitoring Service Manager will provide operational leadership for NHUC's Remote Monitoring service, ensuring safe, effective and patient-centred care is delivered across Hampshire and the Isle of Wight. The post holder will lead service mobilisation and ongoing delivery, manage performance against key quality and contractual standards, and support continuous service improvement. Working closely with senior leaders, clinical teams, system partners and subcontracted providers, the role will oversee workforce planning, operational performance, patient onboarding processes, stakeholder engagement, governance and reporting arrangements. The Service Manager will also support the development of digitally enabled models of care that help patients remain safely at home and reduce reliance on urgent and emergency care services. This role requires a proactive and collaborative leader with strong operational management skills, experience of delivering healthcare services, and the ability to work effectively within a complex multi-provider environment. PLease see the JD for a full list of duties and responsibilites. NHUC is a not-for-profit Community Benefit Society, working in partnership with the NHS. NHUC provides services through two divisions, Same Day Care (SDC) and TalkPlus. SDC provides services through the Integrated Urgent Care (IUC) contract which covers the in Hours Clinical Assessment Service (CAS) and Out of Hours (OOH) provision for North Hampshire, North East Hampshire and Farnham & Surrey Heath places which are part of the Hampshire and the Isle of Wight ICB and Surrey & Sussex ICB respectively. We also provide an Urgent Treatment Centre at the front door of Frimley Park Hospital whilst also holding some smaller contacts supporting Community Hospitals OOH and Flu response. Finally, SDC has a virtual care arm supporting patients at home. TalkPlus provide NHS Talking Therapies, supporting people with common mental health problems in Northeast Hampshire and Farnham place. TalkPlus offers a range of treatments to people who are experiencing symptoms of stress, anxiety, low mood, depression, panic, phobias or OCD. TalkPlus has care pathways to provide timely treatment for perinatal and military veteran referrals. NHUC is a Disability Confident registered organisation and are proud to support the Armed Forces community as a signatory to the Armed Forces Covenant. NHUC is not currently a licensed sponsorship employer. As such, we are only able to progress candidates who can demonstrate an existing right to work in the UK at the time of application. Role Summary: The Remote Monitoring Service Manager willprovide senior operational leadership and support for the design, mobilisation,implementation and ongoing delivery of the Hampshire and Isle of Wight (HIOW) Level2 Remote Monitoring Service and North Hampshire Urgent Care (NHUC) Level 3Virtual Care at Home Service. The Service Manager will ensure that theservice is safe, responsive, patient-centred, digitally enabled and deliveredconsistently across the HIOW footprint in line with the agreed servicespecification, contract, standard operating procedures, governance requirementsand key performance indicators. North Hampshire Urgent Care is the leadprovider of the L2 HIOW-wide L2 Remote Monitoring Service with subcontracts inplace to partner organisations to provide the service operationally outside ofthe North and Mid Hampshire, which NHUC will personally provide. North Hampshire Urgent Care are the soleprovider of the L3 Virtual Care at Home Service covering North and MidHampshire. Internally, the Service Manager will workclosely with NHUC Senior Leaders, Medical Director, Clinical Director, Directorof Operations, Clinical Head of Service Primary Care, Primary Care OperationsManager, Remote Monitoring Clinical Lead and Head of Clinical Governance,Quality and Patient Safety. The Service Manager will also work closely with subcontractorproviders, HIOW ICB, the digital supplier and wider system partners to ensureeffective patient onboarding, alert management escalation pathways, workforceplanning, education and training, quality assurance, reporting and continuousimprovement. The role will be central to ensuring thesuccess of the Remote Monitoring Service and ensuring it supports the wider NHSambition for prevention, early intervention, care closure to home and reducedreliance on unscheduled urgent and emergency care. The post holder will be based at NHUCs headoffice, located at The Meads Business Centre in Farnborough, however there willbe requirement to attend other NHUC and subcontractor / partner locationsacross the entire HIOW footprint on an ad hoc basis. Main Duties andResponsibilities: Leadership and ServiceManagement • Provide visible, accessible and effective operationalleadership for the Remote Monitoring Service, creating a culture where staffunderstand their roles, responsibilities and contribution to safe patient care., • Operationally lead the mobilisation and implementation ofthe service, ensuring that operational plans, workforce requirements, training,reporting arrangements, escalation pathways and digital processes are in placeahead of go-live and refined as the service develops., • Manage the day-to-day operational delivery of the service,ensuring that the agreed hours of operation, service model and standards aremaintained across the HIOW footprint., • Support the development and review of standard operatingprocedures, pathways, guidance, action plans and service improvement plans., • Monitor subcontractor performance against agreedcontractual requirements, escalating concerns appropriately and contributing toprovider assurance processes., • Represent NHUC and the Remote Monitoring Service inrelevant operational, mobilisation, governance and stakeholder meetings. Lead Provider andPartnership Working • Support NHUC in its role as Lead Provider, ensuringeffective collaboration with subcontractor providers and system partners., • Coordinate cross-provider delivery arrangements, ensuringconsistency of patient experience, escalation processes, quality assurance,reporting and shared learning in line with contractual service requirements., • Obtain assurance that subcontracted organisations areoperating and delivering the service in line with NHUC values, including theirstaff training and ensuring sufficient rota cover / resilience., • Support partnership arrangements to flex resources andprovide cross-cover where required to meet service demand. Operational Delivery,Performance and KPI Management • Monitor performance data and service activity to identifytrends, risks, capacity pressures and opportunities for improvement., • Ensure robust processes are in place for responding to REDalerts within 2 hours and AMBER alerts within 6 hours, in line with the servicespecification and local procedures., • Support delivery of expected alert resolution levels withinthe Remote Monitoring Service, escalating unresolved or complex issuesappropriately., • Prepare and present regular performance, quality andoperational reports for NHUC, HIOW ICB, contract review meetings, governancemeetings and internal leadership forums., • Work with finance and senior leaders to understand serviceactivity, resource utilisation and contract delivery requirements., • Investigate KPI breaches and contribute to serviceimprovement plans., • Undertake reporting in line with national and localrequirements., • Investigation of incidents relating to the RemoteMonitoring Service through our Vantage platform. Workforce, Training andLine Management • Provide direct line management to relevant RemoteMonitoring Service staff as agreed within the service structure., • Ensure staff receive appropriate induction, training,supervision, appraisals, 1:1s and ongoing support in line with NHUC policiesand service requirements., • Coordinate workforce planning, rota arrangements andstaffing escalation plans to maintain safe and effective service delivery 8amto 8pm, 7 days per week, 365 days per year, 365 days per year., • Promote staff wellbeing, psychological safety and an openculture where concerns, difficult cases and learning needs are discussedappropriately. Patient Onboarding,Access and Experience • Oversee operational processes for patient identification,invitation, consent, onboarding, training and ongoing engagement with theRemote Monitoring Service., • Ensure onboarding processes support patients and carers tounderstand the purpose of the service, how to use the digital portal/app andwhen to seek emergency help., • Work with partners to minimise digital exclusion, includingsupporting processes for equipment provision where required and agreed., • Ensure patient and carer feedback is collected, reviewedand used to inform service improvement., • Promote equitable access and a patient-centred,strengths-based approach to supporting older people living with frailty. Digital Platform,Information Governance and Clinical Safety • Act as an operational link between NHUC, subcontractors,HIOW ICB and the digital supplier to support implementation and day-to-day useof the remote monitoring dashboard, patient portal/app and reportingfunctionality., • Support the development of processes for digitalonboarding, dashboard monitoring, data visibility, alert categorisation,reporting and integration with CHIE or other agreed records systems., • Ensure operational issues with the digital platform areidentified, logged, escalated and resolved in collaboration with the supplierand relevant internal leads., • Work with information governance and clinical safety leadsto support compliance with UK GDPR, the Data Protection Act 2018, data sharingagreements, DPIAs and relevant NHS clinical safety standards, including DCB0160for deployment of health IT systems., • Ensure staff follow accurate, clear and contemporaneousdocumentation standards within the digital dashboard and any linked clinicalrecords. Professional • Undertake training that meets personal, mandatory andorganisational learning needs, including statutory and mandatory training,information governance, safeguarding and role‑specific digital platformtraining., • Maintain knowledge of relevant NHS urgent and same day carepriorities, proactive care, virtual care, remote monitoring, frailty, digitaltransformation and care closer to home models., • Work within NHUC policies, protocols, procedures andvalues, demonstrating professionalism, integrity and a commitment to safe,effective and supportive care., • Demonstrate strong organisational skills, the ability toprioritise competing demands and the capability to work effectively underpressure in a complex multi-provider environment., • Maintain confidentiality, professional boundaries and highstandards of communication with patients, carers, staff and external partners. AdditionalRequirements The post holder will: • Participate in theSame Day Care Management On-Call rota., • Comply withinformation governance, confidentiality, and data protection requirements., • Support NHUC inpreparation for internal and external assurance activities, including CQCinspections, commissioner reviews and contractual audits, as required., • Demonstrate a strongcommitment to collaborative working and teamwork., • Support NHUC's valuesand behaviours., • Be willing to undergoan Enhanced DBS check, • Educated to degree level or significant equivalent previous proven experience, • Postgraduate qualification in leadership, education, management or related subject, • Experience working within remote monitoring, urgent care, primary care, same day care or integrated urgent care services, • Experience of leading, supervising or managing multidisciplinary teams in busy / NHS environment, • Proven track record of service delivery, • Demonstrable experience of people management skills (incl. leadership, decision making, delegation, negotiating, influencing and persuading skills) ensuring effective team working and quality at all times, • Experience working under pressure in fast moving environment and able to prioritise workload to meet predefined deadlines., • Experience of supporting CQC inspections, regulatory compliance or quality assurance processes, • Proven track record of service development, transformation or pathway development programmes, • Experience of working within remote / telehealth services, • Proficient in using standard office software (e.g., Microsoft Office, email, databases), • Demonstrates ability to lead, motivate, or supervise others. Supports performance management and contributes to team development., • Flexible in approach to the needs of the service and responsive to change, • Understands and supports principles of equality, diversity, and inclusion in the workplace., • Self-motivated, able to work independently, organising and prioritising own workload to changing and often tight deadlines, • Works effectively as part of a team, supports colleagues, and contributes to shared goals., • Excellent verbal and written communication skills. Ability to work collaboratively, manage time effectively, and maintain professionalism., • Ability to build effective working relationships, demonstrate professionalism, and maintain confidentiality. Shows initiative, reliability, and adaptability., • Excellent liaison and negotiation skills., • Willingness to work flexibly (including weekends) and travel to different locations as required by the service to meet the needs of the service., • Pragmatic and sensitive approach to dealing with complaints or patient safety issues., • Awareness of, or experience in using remote monitoring platforms This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. #J-18808-Ljbffr
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