Job summary
The Great Western Hospital are recruiting for an Operational Support Manager to join the Medical Specialties team comprising Dermatology, Rheumatology and Endocrinology.
The post holder will deputise the management of the operational activities and staff of designated services within the USC Division deputising for the Operations Manager as required.
The post holder will have line management responsibilities for Administration Teams e.g. medical secretaries within the designated services supported by the Secretarial Team Leader. Working closely with the Operations Manager and Head of Service, the post holder will contribute to the delivery of efficient outpatient's clinic utilisation across the Great Western Hospital through their expertise in scheduling and resource management.
The post holder will contribute to the delivery of challenging performance targets through effective communication and liaison with Consultant, medical, nursing and administration staff across the Trust on a day-to-day basis. As part of ensuring the delivery of performance targets, this role involves organising and analysing complex data.
Main duties of the job
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To deputise for the Operations Manager, covering all aspects of the job as required when absent.
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To work closely with the Operations Manager on all aspects of waiting list management, performance
and administration.
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To act as line manager to administrative teams (subject to variances across services). Within this line
management, you will be responsible for the day-to-day management of 1:1s and appraisals, absence and sickness monitoring, Individual Development, Performance Reviews, training and Health and Safety issues.
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To utilise problem-solving and analytical skills to co-ordinate all Outpatient bookings for the consultant team, ensuring sessions are booked in accordance with agreed guidelines and processes ensuring the efficient use of outpatients capacity.
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The post holder will deal with often complex information on a daily basis and will be expected to maintain patient and staff confidentiality at all times.
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To attend Divisional scheduling meetings and ensure that tasks identified as a result are completed.
About us
Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are. We will expect your values and behaviors to reflect the STAR Values of the organisation:
Service We will put our patients firstTeamwork We will work togetherAmbition We will aspire to provide the best serviceRespect We will act with integrity
Job description
Job responsibilities
- To identify administrative staff training and development needs to ensure the service meets its objectives in an effective and economic way
- To be responsible for ensuring consistent staff cover within existing establishment for administrative teams in order to meet workload demands and to co-ordinate bank cover when required.
- To assist the Performance & Operations Manager with recruitment and retention programmes as required and design an effective orientation programmes for new posts.
- To be responsible for ensuring validation of patients across the admitted and non-admitted waiting lists.
- To be responsible for ensuring investigation of patient DNAs, cancellations and unconfirmed attendances is carried out by Outpatient staff ensuring compliance to Trust policy and guidelines and to ensure appropriate action is taken.
- To be responsible for ensuring accuracy of the Admin Teams written and verbal communication with patients, staff and consultant teams and monitor the effectiveness of established communication / reporting processes across the department.
- To represent the designated services at all relevant meetings and to attend meetings in the absence of the Performance & Operations Manager /Assistant General Manager. The recording of minutes and action points at these meetings may also be required when necessary.
Job description
Job responsibilities
- To identify administrative staff training and development needs to ensure the service meets its objectives in an effective and economic way
- To be responsible for ensuring consistent staff cover within existing establishment for administrative teams in order to meet workload demands and to co-ordinate bank cover when required.
- To assist the Performance & Operations Manager with recruitment and retention programmes as required and design an effective orientation programmes for new posts.
- To be responsible for ensuring validation of patients across the admitted and non-admitted waiting lists.
- To be responsible for ensuring investigation of patient DNAs, cancellations and unconfirmed attendances is carried out by Outpatient staff ensuring compliance to Trust policy and guidelines and to ensure appropriate action is taken.
- To be responsible for ensuring accuracy of the Admin Teams written and verbal communication with patients, staff and consultant teams and monitor the effectiveness of established communication / reporting processes across the department.
- To represent the designated services at all relevant meetings and to attend meetings in the absence of the Performance & Operations Manager /Assistant General Manager. The recording of minutes and action points at these meetings may also be required when necessary.
Person Specification
Qualifications
Essential
- Degree level qualification or equivalent experience
- IT Literate to include Microsoft Office and Spread sheets
- Demonstrable working knowledge of Microsoft packages (esp. Word, Excel and Outlook)
Desirable
- Supervisory management qualification
- Experience with Dental Systems
Experience
Essential
- Experience of managing a team and proven achievement of targets through team working
- Evidence of operational management at a senior level
- Prioritisation and workload management
- Staff and team work management
- Proven ability to problem solve
- Proven ability to prioritise own workload and those of the team
Desirable
- Previous relevant NHS experience in a supervisory position
- Project management experience
- Customer focus experience, ability to deal with complaints and challenging / upset patients
Skills
Essential
- Excellent written and verbal skills
- Ability to manage own workload, including delegation to meet tight deadlines
- Confident attitude with ability to work under pressure to meet deadlines
- Flexibility to respond to change
- Capable of dealing with unpredictable demands and high levels of concentration
Desirable
- Experience of directly managing staff performance issues
- Presentational skills
Person Specification
Qualifications
Essential
- Degree level qualification or equivalent experience
- IT Literate to include Microsoft Office and Spread sheets
- Demonstrable working knowledge of Microsoft packages (esp. Word, Excel and Outlook)
Desirable
- Supervisory management qualification
- Experience with Dental Systems
Experience
Essential
- Experience of managing a team and proven achievement of targets through team working
- Evidence of operational management at a senior level
- Prioritisation and workload management
- Staff and team work management
- Proven ability to problem solve
- Proven ability to prioritise own workload and those of the team
Desirable
- Previous relevant NHS experience in a supervisory position
- Project management experience
- Customer focus experience, ability to deal with complaints and challenging / upset patients
Skills
Essential
- Excellent written and verbal skills
- Ability to manage own workload, including delegation to meet tight deadlines
- Confident attitude with ability to work under pressure to meet deadlines
- Flexibility to respond to change
- Capable of dealing with unpredictable demands and high levels of concentration
Desirable
- Experience of directly managing staff performance issues
- Presentational skills
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
