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

• Hold clinical and operational accountability for the performance of the ICC Hub, balancing competing operational, clinical and system priorities to optimise outcomes for patients, the Trust 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 to operational clinicians and responding to clinician feedback and experience.
• Day-to-day management of the ICC Hub Coordinator, ensuring data validation, phone answering 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 the ICC Hub shift, for example assisting Senior Clinical Decision Makers with ICC Hub process.
• Promote the ICC model across the ICS, engaging with local stakeholders and healthcare partners.
• Monitor and evaluate service performance, contributing to continuous improvement within the ICC Hub and system integration.
• Reporting and escalation both internally and externally, producing high level reports and presenting 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
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
Closing date: 15 November 2026

Job responsibilities
Key responsibilities include clinical and operational delivery: day-to-day oversight of ICC Hub activity in collaboration with the Clinical Support Manager; planning and managing staged onboarding and induction of external clinicians; ensuring service delivery meets agreed objectives; providing specialist knowledge of LAS processes related to hear and treat, see and treat, clinical decision making and patient referral; monitoring, interpreting and reporting on ICC Hub performance using KPIs; monitoring and being accountable for service delivery, performance and improvement, instigating immediate mitigations and escalating as required; developing, implementing and reviewing operational policies and procedures; leading on the strategic development of referral pathways into and out of the ICC Hub; developing the strategic direction of the ICC Hub model in line with the ICB vision and NHS long term plan; interpreting local and national policy and developing action plans to operationalise required changes, in consultation with the Deputy Director; challenging current strategies and plans and implementing improvements; ensuring Senior Clinical Decision Makers can access alternative care pathways; managing the bespoke Directory of Services (MiDoS); maintaining clinical credibility through regular operational shifts and direct patient care to maintain HCPC registration; and demonstrating the physical skills required for safe participation in operational duties.

Quality care and governance: supporting incident review and embedding learning from incidents and complaints; actioning outcomes from the ICC Hub governance process; overseeing all ongoing ICC Hub related incidents, undertaking LFD reviews, investigations and duty of candour as required; managing the ICC Hub risk register; championing infection prevention and control, safeguarding, and health and safety; responding to LAS, external clinician and patient feedback; participating in clinical audit and service evaluation; maintaining accurate records in line with Trust policies and the Data Protection Act; leading Quality Improvement (QI) activity using a PDSA approach; and developing and delivering training programmes for the ICC Hub workforce.

Stakeholder relationships: liaising with the LAS Clinical Hub, Clinical Pathways senior leadership teams and Head of Clinical Quality; building, implementing and continuously improving referral pathways from the ICC Hub into community and acute services; engaging with internal and external stakeholders and representing the ICC Hub at relevant forums; supporting communications about the ICC Hub; fostering a functional MDT; and building excellent working relationships with system partners.

Line management: line management of the ICC Hub care coordinator role; managing and developing staff through performance reviews, coaching and career development; providing visible clinical leadership; promoting a collaborative, high-performing team environment; ensuring safe and efficient use of Trust assets; approving expenses, timesheets and overtime for the ICC Hub; and supporting delivery of the ICC Hub service within an agreed budget.

Person Specification
Qualifications, Accreditations, Education

• Essential: HCPC registered Paramedic
• Essential: A minimum of a BSc Paramedic Science (or similar) in a clinically appropriate area or equivalent experience
• Essential: Educated to Master's degree level, equivalent professional qualifications or experience at this level.

Experience

• Essential: Experience in providing remote clinical advice in an urgent or emergency care setting
• Essential: Experience of leading, managing and delivering significant change projects involving stakeholders
• Essential: Experience of cross organisational or system wide transformation
• Essential: Experience of negotiation with senior stakeholders which may include difficult and controversial issues, presenting complex and sensitive information to large and influential groups

Knowledge and Skills

• Essential: Can demonstrate partnership working and the understanding of how and when partnerships should be built, navigating, and understanding local, regional, and national political positions in order to find solutions that span across multiple stakeholders
• Essential: Advanced knowledge of relevant systems and procedures, for example Cleric, MTS, CADO, ePCR.
• Essential: Demonstrable ability to analyse and interpret highly complex data, in relation to patient complexity and clinical outcome measures
• Essential: In complex patient situations, support external clinicians to analyse the risk and benefits of alternative pathways for care and the options available, making reasoned and logical deductions, and formulating plans.
• Essential: Able to plan, create and deliver training, briefings and updates to large groups of staff at all levels

Personal Abilities

• Desirable: Provide effective, inclusive, and compassionate leadership across own areas of responsibility, ensuring all voices are heard and creating and nurturing a culture where staff feel safe to speak up
• Desirable: Demonstrable ability to prioritise own work and teams workload considering conflicting priorities and tight deadlines

Employer details
Employer name: London Ambulance Service NHS Trust
Employer's website: https://www.londonambulance.nhs.uk/
Contact: Hiring Manager Georgina Murphy-Jones, georgina.murphy-jones@nhs.net

Disclosure and Barring Service Check
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.

UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website.

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