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Service Manager, Private Patients- Adult Services
| Dyddiad hysbysebu: | 12 Awst 2025 |
|---|---|
| Cyflog: | £56,276.00 i £63,176.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £56276.00 - £63176.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 17 Awst 2025 |
| Lleoliad: | London, SE1 7EH |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | C9196-25-1458 |
Crynodeb
Service Management & Delivery Lead the operational delivery of private patient services across dedicated private outpatient & Inpatient facilities; Westminster Bridge Consulting Rooms, Howard Ward, St Johns Dermatology (Wimpole Street), inclusive of Private Patient activity within NHS Outlier areas. Optimise patient pathways and ensure equitable access and efficient use of facilities and resources. Directly Manage the Customer Service Administration teams; Outpatient, Inpatient Reservations and the Enquiries team. Coordinate day-to-day service management/ operations, including clinic setup, resource allocation, and staff deployment. Act as a first point of escalation for service issues, ensuring swift resolution and business continuity. Monitor and report on service key performance indicators (KPIs), capacity, and throughput using Epic, Compucare, and other systems/ platforms. Provide data insights to inform clinical and operational decision-making. People Management Responsibilities Directly line manage administrative and clerical staff across private outpatient and inpatient services, including Reservations, Enquiries, Reception, and Support functions. Ensure adequate staffing levels, appropriate skill mix, and team resilience to meet service needs and respond to fluctuations in demand. Lead recruitment, onboarding, and induction processes in line with Trust policies, ensuring new staff are well integrated and aligned with organisational values. Conduct regular appraisals, set objectives, manage performance, annual leave, sickness absence, staff conduct, and disciplinary actions as required in line with Trust Policies. Identify staff training needs, support personal development plans, and promote a culture of continuous professional development. Foster a supportive, accountable, and high-performing team culture through coaching, visibility, and regular communication. Encourage staff engagement, morale, and ownership of service improvement, creating an environment where staff feel empowered and valued. Manage grievances, staff conflicts, and sensitive interpersonal issues fairly and in line with Trust policies. Ensure staff adherence to Trust policies, procedures, and mandatory training requirements. Support and lead staff through periods of change, service transformation, or organisational development. Customer Service, Quality, Risk & Compliance Champion a gold-standard private patient experience, ensuring services are designed and delivered with a strong focus on responsiveness, discretion, and professionalism. Act as a senior contact for resolving patient complaints, queries, and concerns, ensuring timely, sensitive, and effective resolution in line with Trust policies. Lead the collection, analysis, and use of patient feedback (e.g., surveys, comment cards, forums) to identify areas for improvement and inform service enhancements. Manage complaint resolution and service improvements as delegated by the Operations Manager based on feedback and incident trends. Ensure all administrative and patient-facing teams provide high-quality, courteous, and consistent communication with patients, families, and carers. Manage patient interactions involving confidential, sensitive, or emotional information with tact and empathy. Promote a culture of excellent customer service within teams, ensuring all staff understand and deliver on Trust values and private patient expectations. Oversee the implementation of service quality standards and customer service protocols, ensuring consistency across all administrative touchpoints. Liaise with the Patient Advice and Liaison Service (PALS), governance, and complaints teams to ensure alignment and compliance with policies. Ensure incidents are reported on the Trust platform RADAR, ensuring when assigned as an investigator, incidents are reviewed, investigated and closed in line with the Trust policy. Support the monitoring of compliance with internal and external governance and best practice requirement within the service Manage the implementation of effective systems, control processes and risk management arrangements in the service. Please refer to job description for full list of responsibilities.