Job summary
Assistant Service Manager Band 6 - Patient Access
Site: Chelsea & Westminster Hospital
We are looking to recruit an Assistant Service Manager for the Patient Access Team.
The Assistant Service Manager will work closely with nursing, administrative and clinical teams to deliver excellent performance and achieve agreed productivity targets. You will be responsible for the delivery of high quality and efficient patient services in defined clinical areas and will work on and support the direct management of a range of agreed projects and service improvement initiatives.
You should have experience delivering improvements to systems, processes and performance, working across a wide range of staff to achieve good outcomes for patients. You will have excellent communication skills - both oral and verbal - and will be able to, work well under pressure, balancing competing demands and meeting tight deadlines.
Main duties of the job
The Assistant Service Manager is responsible for the delivery of high quality and efficient patient services in defined clinical areas. The post holder will support the service manager and the Service Directors with the operational management of the services and delivery of national KPIs
The Assistant Service Manager will work closely and in partnership with other services within the Trust, in particular the nursing teams; clinical teams; Patient Access, PALs and other divisions to achieve agreed performance, productivity targets and clinical quality indicators; assist the Service Manager and the Service Directors in the delivery of objectives across the Directorate as well as directly manage mutually agreed projects and service improvement initiatives.
The Assistant Service Manager will ensure that line management their staff is undertaken professionally and that each member of staff has an appraisal and development and training plan consistent with Directorate, Division and Trust objectives.
About us
Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.
Job description
Job responsibilities
- Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards.
- Be accountable through the Junior Service Manager for the monitoring and delivery of key quality, productivity and performance targets.
- Undertake appropriate projects identified by the Junior Service Manager.
- Support your counterpart Assistant Service Manager as required with developing new administrative processes and procedures in their areas.
- Promote excellent customer service throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
- Work closely with the clinical Divisional management teams to ensure the effective delivery of a responsive and efficient administration service that supports the patients pathway whilst delivering departmental and organisation KPIs.
- Lead on the investigation and co-ordination of complaints that are predominantly administrative related within the directorate working closely with nurses, medical staff and with the Patient Advisor Ensure corrective action is taken in response to patient feedback.
- Be responsible for effective communication systems within areas of administration responsibility including regular team and departmental briefing.
- With support of the Junior Service Manager participate in business planning and ensure that the administrative function supports and enables the delivery of clinical within the divisions and Outpatients.
- Assist the Junior Service Manager in the production, implementation and revision of operational policies throughout the Directorate and Division, instigating the changes to or implementation of policies and procedures.
- Attend internal and external meetings and provide feedback to staff as relevant, particularly on new initiative.
- Work closely with the Information and clinical coding departments to ensure better capture of information and higher standards of data quality.
- Keep up to date with new IT initiatives and all PAS developments and other Trust systems as they affect clinical administration services.
Staff Management
- Support the Junior Service Manager within the Directorate to co-ordinate annual leave in order that cover is always maintained and agency expenditure is minimised.
- Line Manage and support staff allocated to you within the Directorate.
- Ensure close working relationships are maintained with the clinical professionals on all matter relating to patient care within the service.
Financial Management
- Play an active role in identifying areas within the service where expenditure can be reduced and/or income generated.
- Be involved under the Junior Service Managers/ DGMs/GM instruction in the business planning process, producing capital and revenue business cases and proposals for service development
- Contribute to management of performance information, taking a lead for specific projects and be responsible for the budget for the project.
- Provide information for the bank and agency expenditure for the team.
- Undertake detailed information analysis of specific projects/reports requiring high levels of analysis
- Contribute to the management of performance information, taking a lead for specific project
Technology
- Take an operational lead for existing technologies within the Division including transcription services and Electronic Document Management.
- Take a lead role in projects involving the introduction of new technologies.
- Work with the Trust IT department and external providers, ensure the above systems operationally function on a day to day basis to support hospital outpatient and inpatient activity.
- Plan staff training on new systems (clinical and administrative).
- Report to the Junior Service Manager any deviation from agreed standards
PLEASE SEE JOB DESCRIPTION FOR DETAILS OF THE ROLE
Job description
Job responsibilities
- Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards.
- Be accountable through the Junior Service Manager for the monitoring and delivery of key quality, productivity and performance targets.
- Undertake appropriate projects identified by the Junior Service Manager.
- Support your counterpart Assistant Service Manager as required with developing new administrative processes and procedures in their areas.
- Promote excellent customer service throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
- Work closely with the clinical Divisional management teams to ensure the effective delivery of a responsive and efficient administration service that supports the patients pathway whilst delivering departmental and organisation KPIs.
- Lead on the investigation and co-ordination of complaints that are predominantly administrative related within the directorate working closely with nurses, medical staff and with the Patient Advisor Ensure corrective action is taken in response to patient feedback.
- Be responsible for effective communication systems within areas of administration responsibility including regular team and departmental briefing.
- With support of the Junior Service Manager participate in business planning and ensure that the administrative function supports and enables the delivery of clinical within the divisions and Outpatients.
- Assist the Junior Service Manager in the production, implementation and revision of operational policies throughout the Directorate and Division, instigating the changes to or implementation of policies and procedures.
- Attend internal and external meetings and provide feedback to staff as relevant, particularly on new initiative.
- Work closely with the Information and clinical coding departments to ensure better capture of information and higher standards of data quality.
- Keep up to date with new IT initiatives and all PAS developments and other Trust systems as they affect clinical administration services.
Staff Management
- Support the Junior Service Manager within the Directorate to co-ordinate annual leave in order that cover is always maintained and agency expenditure is minimised.
- Line Manage and support staff allocated to you within the Directorate.
- Ensure close working relationships are maintained with the clinical professionals on all matter relating to patient care within the service.
Financial Management
- Play an active role in identifying areas within the service where expenditure can be reduced and/or income generated.
- Be involved under the Junior Service Managers/ DGMs/GM instruction in the business planning process, producing capital and revenue business cases and proposals for service development
- Contribute to management of performance information, taking a lead for specific projects and be responsible for the budget for the project.
- Provide information for the bank and agency expenditure for the team.
- Undertake detailed information analysis of specific projects/reports requiring high levels of analysis
- Contribute to the management of performance information, taking a lead for specific project
Technology
- Take an operational lead for existing technologies within the Division including transcription services and Electronic Document Management.
- Take a lead role in projects involving the introduction of new technologies.
- Work with the Trust IT department and external providers, ensure the above systems operationally function on a day to day basis to support hospital outpatient and inpatient activity.
- Plan staff training on new systems (clinical and administrative).
- Report to the Junior Service Manager any deviation from agreed standards
PLEASE SEE JOB DESCRIPTION FOR DETAILS OF THE ROLE
Person Specification
Education and Qualifications
Essential
- Educated to degree level or equivalent experience
- Qualification in Management such as First Line Managers Diploma or equivalent experience
- Evidence of on-going development
Experience
Essential
- Demonstrable management experience (people and processes)
- Significant NHS experience with sound knowledge of acute hospital processes
- Knowledge of Patient Administration System and other relevant Trust system
- Intermediate use of MS Excel or other spreadsheet packages
- Operational management experience
- Experience of managing patient pathways and the related national targets
Desirable
- Experience of leading a project
Skills and Knowledge
Essential
- Excellent oral and written communication skills
- Knowledge of business management policies, procedures, practices acquired through education, professional qualifications or experience
- Good organisational skills in order to plan and priorities workload
- Able to deal with conflict management and problem solving
Person Specification
Education and Qualifications
Essential
- Educated to degree level or equivalent experience
- Qualification in Management such as First Line Managers Diploma or equivalent experience
- Evidence of on-going development
Experience
Essential
- Demonstrable management experience (people and processes)
- Significant NHS experience with sound knowledge of acute hospital processes
- Knowledge of Patient Administration System and other relevant Trust system
- Intermediate use of MS Excel or other spreadsheet packages
- Operational management experience
- Experience of managing patient pathways and the related national targets
Desirable
- Experience of leading a project
Skills and Knowledge
Essential
- Excellent oral and written communication skills
- Knowledge of business management policies, procedures, practices acquired through education, professional qualifications or experience
- Good organisational skills in order to plan and priorities workload
- Able to deal with conflict management and problem solving
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.