Assistant Service Manager - Outpatients | Guy's and St Thomas' NHS Foundation Trust
| Posting date: | 30 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £34,089 - £41,498 per annum (incl. of HCAA) |
| Hours: | Full time |
| Closing date: | 30 May 2024 |
| Location: | London, SW3 6HP |
| Company: | Guys and St Thomas NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6256813/196-COF10200 |
Summary
The Outpatient Service runs Heart & Lung Clinics across the Royal Brompton Hospital site.The key aim of the Outpatient Service is to deliver a consistently high level of service to patients, clinical teams, and to ensure the standard approach to reporting management is robustly achieved within internal service level agreements that support national targets.
The Outpatient Service spans all RBH operational divisions and is responsible for supporting large numbers of patients attending the Trust. The goal is to provide high quality care for the patients attending an outpatient appointment from receipt of the first referral through to discharge.
The post holder will be expected to support the Outpatient Services Manager in all aspects of the work of the department, including managing with complex situations. You will have management responsibility in managing the changes required to deliver national and internal waiting time targets.
There are sizeable projects currently ongoing and the post holder will be expected to take an active role in driving these and other projects forward for a timely delivery.
This role is to support the Service Manager in the delivery of a range of services. These day-to-day services will be managed in accordance with agreed objectives, targets, quality standards, controls and resource constraints.
The post holder will be responsible for the management of a team or teams of staff, including administrators, receptionists, and pathway coordinators.
The post holder may also offer a high level of support administration and organisation to a group of consultants or registrars where needed and within resource limitations.
Management of key relationships are an essential part of the role in order to support optimising the Outpatient Service with clinical teams, operational managers, both internally and externally.
Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.
Royal Brompton and Harefield hospitals joined Guy’s and St Thomas’ in February 2021 and is the largest specialist heart and lung centre in the UK and among the largest in Europe. We provide treatment for people with heart and lung disease, including rare and complex conditions, offering some of the most sophisticated treatment that is available anywhere in the world.Our integrated approach to caring for patients from before birth, through childhood, adolescence and into adulthood and old age has been replicated around the world and has gained Royal Brompton and Harefield an international reputation as a leader in heart and lung diagnosis, treatment and research.
The duties and responsibilities listed below are representative of the Assistant Service Manager role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative or managerial duties and responsibilities commensurate with the level of the post, to support the smooth running of the service.
Operational Management
• Support the Service Manager in managing various sections of service, e.g., out-patients or bookings. This will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management.
• Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service that may be performance related.
• Problem-solve all day-to-day management issues organising and reallocating work where situations change due to variations to the work load and staffing availability.
• Exercise delegated authority on behalf of the consultants and clinical leads to resolve day-to-day management issues within the service.
• Manage the analysis of data so consultants and registrars have access to timely and accurate information on all key performance indicators.
• Plan and organise the medical secretary service within the department, setting the goals of the secretarial service in order to fit in with the demands of the consultants’ timetables.
Policy Development and System Management
• Develop and write policies and procedures within own work area.
• Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service.
• Responsible for the design and implementation of audits in collaboration with Heads of Service.
• To investigate complaints, as delegated by the Service Delivery Manager, in line with Trust Policy. This may involve handling sensitive interpersonal situation.
• To contribute to the modernisation of patient services delivered by the medical secretaries service
• Sit on departmental working groups to contribute to future strategies and development
Financial Management
• Authorised signatory.
• Manage and monitor performance of the administrative support to ensure that the service meets its financial and operating targets.
• Manage a delegated no-pay budget within the service ensuring that expenditure is within agreed limits and that the Clinical Lead/consultants remains informed of related issues. This would include signatory responsibility for requisition and authorising signature for ordering, up to the amount of £500.
Staff Management
• Day-to-day managerial responsibility for all administration staff within the Outpatient services or others as agreed.
• Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development.
• Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service.
• Ensure all staff comply with relevant Trust policies and standing financial instructions.
• Recruit and induct A&C staff in line with Trust policies and procedures.
• Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery.
• Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the service.
• Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing & booking systems are effectively managed.
• Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services.
PA/ Secretarial Responsibilities (not applicable for this role)
• Monitor clinical secretarial correspondence to set and maintain appropriate quality standards.
• Arrange, plan and take comprehensive and accurate minutes at meetings.
• Support consultants by preparing PowerPoint presentations and preparation of research articles.
• Produce high quality medical secretary support of consultants and clinical teams when required.
• When appropriate, type clinical letters which may include those of a distressing or emotional nature as well or other relevant correspondence and documents required.
Communication
• Effectively communicate with a multi-disciplinary group of people, demonstrating interpersonal skills when dealing with all levels of staff across the Trust, using persuasion, tact and reassurance where necessary.
• Liaise with other departments and members of the Trust to ensure the smooth running of the office and to assisting the functioning of the team.
• Influence, motivate and involve individuals and teams within the service to achieve necessary performance targets.
• Deal with telephone calls related to the service, ensuring that customers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently.
• Handle confidential patient information and material in a sensitive and discrete fashion, in compliance with Trust policy and procedure.
This advert closes on Tuesday 7 May 2024