Job summary
Operational Admin Support Officer Urology / Colorectal & General Surgery - Band 5
x1 Position based at West Middlesex Hospital
x1 Position based at Chelsea and Westminster Hospital
An exciting opportunity for a dynamic individual to complement a vibrant operational management team in Urology, Colorectal and General Surgery at Chelsea and Westminster Hospital NHS Foundation Trust.
Ideally you will have experience of managing KPIs, patients pathways and Rota management and NHS operations.
You will have excellent organizational skills, communication skills - both oral and verbal - and will be able to, work well under pressure, balancing competing demands and meeting tight deadlines.
PLEASE NOTE ADVERT WILL CLOSE ONCE SUFFICIENT NUMBER OF APPLICATION S HAVE BEEN RECEIVED
Main duties of the job
The Operational Admin Support Officer is responsible for delivery of high quality and efficient patient services in defined clinical areas. The post holder will support the Senior Operational Management team and the Service Directors with the operational management of the services and delivery of national KPIs
The Post Holder will work closely and in partnership with other services within the Trust, in particular the nursing teams; clinical teams; Patient Access and Theatre teams and other divisions to achieve agreed performance, productivity targets and clinical quality indicators; assist the in the delivery of objectives across the designated specialities as well as participate in mutually agreed projects and service improvement initiatives.
We expect all staff to demonstrate the following standards within their job roles, and to be reviewed against them in their annual development reviews:
- To be friendly, helpful and welcoming
- To introduce ourselves by name and role, and explain what we do
- To listen and respond promptly to what patients really want or need
- To do what we have promised
- To offer to help - not wait to be asked
- To find someone who can help if we aren't able to
- To deliver the best possible care / service at all times
- To provide an environment that is tidy and clean
About us
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
Job description
Job responsibilities
ROLES AND RESPONSIBILITIES
- Provide hands-on operational support to designated areas of the Division, ensuring the delivery of KPIs and services in line with expected service standards in Urology and Surgery.
- Be accountable through the Deputy General Manager, Service Manager and Assistant Service Manager for the monitoring and delivery of key quality, productivity and performance targets by monitoring patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies
- Develop an understanding of the milestones of the allocated pathway for patients within a designated group.
- Manage cancer, elective and diagnostic pathways in designated area to ensure delivery of National and Local KPIs
- Identify from the Tracking List the next steps in the patient care pathway in line with clinical need
- Ensure patients access care in timely manner by securing clinical and diagnostic capacity in Urology and Surgery.
- Ensure patients access care in timely manner by securing clinical and diagnostic capacity in Urology on both sites, ensuring patients are informed
- Engage with patients, GPs and other external stakeholders directly to achieve timely treatment and KPI
- Update on all enquiries regarding patients' care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner.
- Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers.
- Manage basic rostering and clinic timetabling across the department of Urology, Colorectal and General Surgery. Liaise directly with clinicians regarding their activity, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service. Assist with the booking of additional medical staff as needed and maintain the relevant staffing spread sheets.
- Support ASM/SM with clinical leave management, effective clinic utilisation and capacity planning, identifying where there are inefficiencies or a lack of capacity and taking steps to address where productivity and access fall below targets
- Play a key role in ensuring effective systems of capturing high quality data and that all datasets are submitted to a high level of accuracy in line with required timescales.
- Promote excellent customer service and patient experience throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
- Provide hands-on operational support to designated areas of the Division, ensuring the delivery of KPIs and services in line with expected service standards in Urology.
Be accountable through the Deputy General Manager, Service Manager and Assistant Service Manager for the monitoring and delivery of key quality, productivity and performance targets by monitoring patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies
Develop an understanding of the milestones of the allocated pathway for patients within a designated group.
Manage cancer, elective and diagnostic pathways in designated area to ensure delivery of National and Local KPIs
Identify from the Tracking List the next steps in the patient care pathway in line with clinical need
Ensure patients access care in timely manner by securing clinical and diagnostic capacity in Urology on both sites, ensuring patients are informed
Engage with patients, GPs and other external stakeholders directly to achieve timely treatment and KPI
Update on all enquiries regarding patients' care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner.
- Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers.
- Manage basic rostering and clinic timetabling across the department of Urology. Liaise directly with clinicians regarding their activity, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service. Assist with the booking of additional medical staff as needed and maintain the relevant staffing spread sheets.
Job description
Job responsibilities
ROLES AND RESPONSIBILITIES
- Provide hands-on operational support to designated areas of the Division, ensuring the delivery of KPIs and services in line with expected service standards in Urology and Surgery.
- Be accountable through the Deputy General Manager, Service Manager and Assistant Service Manager for the monitoring and delivery of key quality, productivity and performance targets by monitoring patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies
- Develop an understanding of the milestones of the allocated pathway for patients within a designated group.
- Manage cancer, elective and diagnostic pathways in designated area to ensure delivery of National and Local KPIs
- Identify from the Tracking List the next steps in the patient care pathway in line with clinical need
- Ensure patients access care in timely manner by securing clinical and diagnostic capacity in Urology and Surgery.
- Ensure patients access care in timely manner by securing clinical and diagnostic capacity in Urology on both sites, ensuring patients are informed
- Engage with patients, GPs and other external stakeholders directly to achieve timely treatment and KPI
- Update on all enquiries regarding patients' care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner.
- Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers.
- Manage basic rostering and clinic timetabling across the department of Urology, Colorectal and General Surgery. Liaise directly with clinicians regarding their activity, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service. Assist with the booking of additional medical staff as needed and maintain the relevant staffing spread sheets.
- Support ASM/SM with clinical leave management, effective clinic utilisation and capacity planning, identifying where there are inefficiencies or a lack of capacity and taking steps to address where productivity and access fall below targets
- Play a key role in ensuring effective systems of capturing high quality data and that all datasets are submitted to a high level of accuracy in line with required timescales.
- Promote excellent customer service and patient experience throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
- Provide hands-on operational support to designated areas of the Division, ensuring the delivery of KPIs and services in line with expected service standards in Urology.
Be accountable through the Deputy General Manager, Service Manager and Assistant Service Manager for the monitoring and delivery of key quality, productivity and performance targets by monitoring patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies
Develop an understanding of the milestones of the allocated pathway for patients within a designated group.
Manage cancer, elective and diagnostic pathways in designated area to ensure delivery of National and Local KPIs
Identify from the Tracking List the next steps in the patient care pathway in line with clinical need
Ensure patients access care in timely manner by securing clinical and diagnostic capacity in Urology on both sites, ensuring patients are informed
Engage with patients, GPs and other external stakeholders directly to achieve timely treatment and KPI
Update on all enquiries regarding patients' care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner.
- Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers.
- Manage basic rostering and clinic timetabling across the department of Urology. Liaise directly with clinicians regarding their activity, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service. Assist with the booking of additional medical staff as needed and maintain the relevant staffing spread sheets.
Person Specification
Experience
Essential
- Experience of managing patient pathways and the related national targets
- Experience in NHS or public sector environment/team desirable
- Experience of using of IT systems and patient data systems Experience of using of IT systems and patient data systems
Skills and Knowledge
Essential
- Knowledge of RTT and Cancer Waiting times standards and reporting methods
- Excellent computer skills/Microsoft Excel skills
- Understanding of main KPIs
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems
- Ability to plan, organise and accomplish a variety of concurrent assignments
- Ability to follow policies and procedures
- Manage and interpret data correctly to inform decision making
- Attention to detail combined with the ability to extract key messages from analysis
- Demonstrates a commitment to continuous self-development
Education and Qualifications
Essential
- NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience GCSE or equivalent
- Computer Literacy Course
- AMSPAR Medical Terminology
Person Specification
Experience
Essential
- Experience of managing patient pathways and the related national targets
- Experience in NHS or public sector environment/team desirable
- Experience of using of IT systems and patient data systems Experience of using of IT systems and patient data systems
Skills and Knowledge
Essential
- Knowledge of RTT and Cancer Waiting times standards and reporting methods
- Excellent computer skills/Microsoft Excel skills
- Understanding of main KPIs
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems
- Ability to plan, organise and accomplish a variety of concurrent assignments
- Ability to follow policies and procedures
- Manage and interpret data correctly to inform decision making
- Attention to detail combined with the ability to extract key messages from analysis
- Demonstrates a commitment to continuous self-development
Education and Qualifications
Essential
- NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience GCSE or equivalent
- Computer Literacy Course
- AMSPAR Medical Terminology
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.