Clinical Service Manager – Front Door Services Urgent Care
Job Description
Band 8A Full Time (36 hours per week) NHS Borders – Acute Services, Medicine & Urgent Care
OUR VALUES IN ACTION
- Compassion
- Kindness
- Integrity
- Teamwork
- Excellence
Are you an experienced operational leader with a passion for delivering high-quality, patient centred urgent and emergency care? NHS Borders is seeking a dynamic and forward thinking Clinical Service Manager to lead and develop our Front Door and Urgent Care services as we transform our approach to unscheduled care.
This is an exciting opportunity to make a tangible and high impact contribution to performance improvement, patient flow, service redesign and the delivery of the 4 hour Emergency Access Standard across the whole system.
About the role:
As the Clinical Service Manager for Front Door & Urgent Care, you will provide senior operational leadership across:
- Emergency Department (ED)
- Acute Assessment Unit (AAU)
- Medical Admissions Unit (MAU)
- Ambulatory Care
- GP Out of Hours (OOH)
- Ward 5 (Acute Medical Ward)
You will lead day to day service delivery, ensuring safe, effective, and efficient operational performance across all front door pathways. Working closely with senior clinicians, nursing leadership, and multidisciplinary teams, you will drive system wide improvements, streamline patient flow, and support redesign initiatives essential to reducing delays and improving outcomes.
Key Responsibilities:
- Lead operational delivery of urgent and unscheduled care services, ensuring high quality, safe, patient centred care.
- Support delivery of the 4 hour Emergency Access Standard through whole system collaboration.
- Oversee operational performance, demand and capacity planning, escalation processes, and risk management.
- Lead development and implementation of enhanced AAU and MAU models to support effective patient flow.
- Contribute to strategic planning, service redesign, and workforce sustainability initiatives.
- Foster a culture of continuous improvement, staff engagement, and collaborative working across all disciplines.
- Ensure robust governance, compliance, and reporting arrangements are in place.
About you:
We are looking for a motivated and resilient leader who can work at pace in a complex and high pressure environment. You will bring:
- Proven operational management experience in acute hospital settings (urgent care experience desirable but not essential).
- Strong leadership, communication, and influencing skills.
- A track record of delivering service improvements and measurable performance outcomes.
- Ability to navigate competing priorities and support rapid decision making.
- A collaborative approach with a commitment to multidisciplinary working.
Applications are welcomed from registered and non registered professionals with significant operational management experience in acute healthcare.
Why work with us:
- A supportive leadership team committed to service improvement and professional development
- Opportunities to shape the future of urgent and emergency care in NHS Borders
- A role with real influence, enabling you to drive transformational change
It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsored BEFORE submitting your application form
PLEASE NOTE: We cannot accept late applications so please ensure your application is submitted early
NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
