Deputy Outpatients Manager
| Dyddiad hysbysebu: | 09 Medi 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | Negotiable |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 21 Medi 2025 |
| Lleoliad: | Dorking, RH4 2AA |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | U0103-25-0060 |
Crynodeb
Working pattern: Full-time preferred, or a minimum of 30 hours a week. Location:Dorking Hospital & other DHC locations as required. JOB SUMMARY: The Deputy Outpatients Manager (Operations) will work closely with the Deputy Outpatients Manager (Services) and the Outpatients Service Manager to drive the effective and efficient running of the department. They will act as the escalation point for 'on the day concerns' and will have improving patient experience at the heart of their decisions. Assisting the Outpatients Service Manager with the management of the teams within Outpatients: referrals in, reception, pathways, medical secretaries, and referrals out. This will include line management, streamlining processes, developing relationships with third parties, service developments and improvements, reviewing and creating Standard Operating Procedures. The post holder will work with all teams across Outpatients; they will therefore need to develop a good understanding of the various duties and roles they conduct and be able to consider the impact of decisions and events across all teams. It is essential that the post holder has excellent attention to detail, problem-solving skills, and can prioritise and organise their own workload, exercise initiative and independent judgement whilst maintaining a high level of confidentiality and diplomacy at all times. DUTIES AND RESPONSIBILITIES OF THE POST General To be responsible for the day-to-day management of operational issues, making independent decisions. Oversee the management of patient pathways from referrals received to patient discharge, including elements undertaken by sub-contractors. To be responsible for the day-to-day management of teams to meet objectives set by the board, local and national targets, KPIs, and SLAs. Prioritise and organise own workload; making decisions and initiating action where necessary, ensuring timeframes are met through shared knowledge and cover. Attending and conducting operational meetings, review groups for incidents, complaints, and governance. Support the development of innovative ways of working, new services, and additional locations aimed at improving patient experience. Strive for continuous improvement, making use of developing technology to drive efficiency and autonomy. Running reports and interpreting data. Any other reasonable duties as commensurate with the nature of this role. Patient and public engagement To be the first point of contact for complaints and concerns, working with the relevant team leader to promptly address patient issues. Build effective working relationships with colleagues, clinicians, and third parties. Setting up regular quality and performance reviews with third-party health care providers, such as trust hospitals and independent hospitals. To support establishing new referral pathways, sharing wait list management trackers and the exchange of mutually beneficial information and addressing issues. Conducting and supporting patient surveys, audits, inspections and reviewing patient feedback, creating action plans for any areas where improvements are identified. Governance Responsible for responding to complaints within the set timeframes and guidelines. Investigating incidents, establishing root cause and putting corrective and preventative measures in place to prevent a recurrence Writing up new procedures and checking existing processes are fit for purpose and updating them where necessary. Maintaining accurate record keeping. Ensuring staff compliance with mandatory training. People Management Direct line management of team leaders and overarching management of their teams. Challenge and manage poor processes or performance. Be fully conversant with all departmental policies and guidelines and ensure these are implemented and adhered to. To act as a role model, actively demonstrating DHC values. Maintain excellent working relationships with all colleagues. Coaching and mentoring team members. Deputising for the Outpatients Service Manager Deputising for the Outpatients Service Manager and the Deputy Outpatients Manager (Services) when they are unavailable or off-site. As duty manager, provide support to all teams within the department to resolve queries, ensuring issues are resolved within a timely manner. Sharing the responsibility of responding to duty calls, emails and tasks. Ensure day-to-day operations are efficient & effective, suggesting and delivering improvements where relevant. WORK SETTING AND REVIEW To manage own workload efficiently and effectively on a daily basis. Maintain confidentiality at all times. Make decisions pertaining to the smooth and efficient running of the department, acting independently but with the support of the wider management team. Be able to work with a degree of autonomy and with a continuous improvement mindset. Work towards objectives as set by the Outpatients Service Manager. CONFIDENTIALITY The post holder must maintain the confidentiality of information about patients, staff and DHC business in accordance with the Data Protection Act 1998 and Caldicott principles. This job description represents an outline of the responsibilities of the post and is not intended to be an exhaustive list of duties or tasks. It will change and develop in line with organisational needs and may be amended following agreement with the post-holder.