Job summary
Would you like an opportunity to focus your career in managing Patient Access, Medical Secretaries & Administration Services? An exciting opportunity has arisen for a motivated and dynamic individual to join the team.
The Patient Access and Administration Services directorate here at MWL supports one of the largest and most diverse service portfolios in Cheshire & Merseyside. The service provides essential administrative support across four main sites, as well as services based in the community. It is an exciting time to join the team as we work towards aligning our services across our newly formed organisation. In addition to this, the department is implementing a number of new software applications that will improve communication and support to our patients.
This is an exciting time to join the team as the service is currently expanding in terms of its estates and workforce, undergoing transformational change to deliver exceptional support to patients.
A core aspect of the role will be supporting the Directorate Manager in the delivery of all performance targets, contracted activity, finance, service/quality standards and service productivity and efficiency. The post holder will support the development and improvement of all services, continuing to strive to provide the very best care and experience to all patients, as well as continually improving the motivation and well-being of staff.
Main duties of the job
To support and lead the work required, to ensure that systematic processes are in place across the Directorate to support efficient delivery of key business and service objectives.
Support the identification of Business Cases within the Directorate and ensure that operational and strategic opportunities for the continuous development and improvement of the service are appropriately explored and pursued. This includes the delivery of all operational performance targets and financial management, the quality of services to patients and their relatives and the redesign of services towards best practice standards, within available resources.
Be an integral member of the Directorate's senior management team. The post holder will play a key role in contributing to the overall management of the Directorate and will be expected to take on responsibilities in relation to this, as directed by the Directorate Manager or Deputy Divisional Director of Operations.
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
o Rated Outstanding by CQC Inspection August 2018
o Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
o National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Job description
Job responsibilities
KEY DUTIES
- Support the Clinical Directors by taking agreed responsibility for operational and tactical aspects of business, financial, activity and performance management and for the strategic planning of agreed aspects of the business across the directorate. The post holder will be responsible for initiating and supporting necessary action to ensure that the service is delivered within the budget available.
- Support the management of identified income streams supported by the development of a directorate marketing strategy to sustain market share and develop opportunities across the directorate.
- To take a lead in specific service redesign initiatives across the directorate to enable improved ways of working to enhance the patient experience.
- Provide information including performance reports to the Clinical Directors, Directorate Manager and Deputy Divisional Director of Operations including recommendations and advice for opportunity to improve.
- Be expected to develop a clear understanding of all aspects of the service and be able to deputise for the Directorate Manager.
- Play a pivotal role in influencing, developing and sustaining key relationships with external stakeholders.
- Support the identification and of Business Cases within the Directorate and ensure that operational and strategic opportunities for the continuous development and improvement of the service are appropriately explored and pursued. This includes the delivery of all operational performance targets and financial management, the quality of services to patients and their relatives and the redesign of services towards best practice standards, within available resources.
- Work with the Directorate Manager to develop and implement local service changes by taking project management responsibility for improvement activities within the organisation and where required across the local health economy.
- Contribute to governance and quality improvement within the services and to provide an effective interface between the Directorate and Corporate Services.
- The post holder will be expected to manage agreed elements of performance of the Directorate Care Group to ensure that key national targets and quality standards are met and, on some occasions, exceeded.
- Develop a business plan for the directorates. To identify opportunities for new markets and schemes to generate additional income. To develop appropriate strategies for inclusion in the business plan to take full advantage of these opportunities.
- To undertake such duties commensurate with the seniority of the post that may assist the general performance of the Trust, subject to consultation between the post-holder and Assistant Director of Operations.
- To take part in the Trust General Manager on call rota both in and out of hours.
CLINICAL & PROFESSIONAL RESPONSIBILITIES
- To ensure that Trust quality standards are achieved
ADMINISTRATIVE RESPONSIBILITIES
To attend key Trust meetings and act as a senior officer on behalf of the Directorate in a professional manner
Deputise for Directorate Manager. Where assigned be responsible for the achievement of Emergency Access, 18-week, cancer targets and develop a culture where the quality of services are continually improved, and target achievement is seen as paramount. Develop project plans in conjunction with others to meet national, local and internal targets and monitor performance against them. Respond to any breaches in Trust, local or national targets and put in place remedial plans to ensure non reoccurrence. - To contribute to the development of operational objectives within Clinical Directorates which are consistent with the Division & Trust Corporate objectives.
- To ensure that operational systems are delivered in the inpatient setting that support efficient patient flow and avoidance of delays.
- To contribute to the development of effective Clinical Governance, Risk management and Controls assurance systems, ensuring that procedures are embedded into the culture of the Clinical Directorates.
- To Liaise and build a relationship with PALS Liaison Officers along with relevant external agents and develop systems/forums to collate patients/carers views on all aspects of hospital services.
- To participate in the General Manager on call rota
- Develop a strategy to enhance quality standards within the directorates in line with the overall objectives of the hospital. Establish appropriate mechanisms to monitor achievement.
- Ensure directorates specific quality initiatives are co-ordinated, implemented and reviewed.
- Deal with operational issues arising from governance reviews.
- Identify opportunities for change that will improve or assist the development of clinical practice and which leads to improvements in quality or efficiency within the directorates.
- Ensure a full performance appraisal programme is implemented within the directorates, using an approach based on the knowledge and skills framework and producing a Personal Development Plan for each individual.
- To ensure that the quality of data regarding all activity within this sphere of responsibility is of the highest quality and that individual managers and staff understand their responsibilities.
- Establish effective two-way communications incorporating all staff within the directorates.
- Ensure Team Briefing is operating effectively within the directorates. Taking corrective action as necessary.
- Contribute to the directorate meetings, Management meetings and hospital wide forums as required.
- Promote the achievements and activities of the directorates internally and externally.
Job description
Job responsibilities
KEY DUTIES
- Support the Clinical Directors by taking agreed responsibility for operational and tactical aspects of business, financial, activity and performance management and for the strategic planning of agreed aspects of the business across the directorate. The post holder will be responsible for initiating and supporting necessary action to ensure that the service is delivered within the budget available.
- Support the management of identified income streams supported by the development of a directorate marketing strategy to sustain market share and develop opportunities across the directorate.
- To take a lead in specific service redesign initiatives across the directorate to enable improved ways of working to enhance the patient experience.
- Provide information including performance reports to the Clinical Directors, Directorate Manager and Deputy Divisional Director of Operations including recommendations and advice for opportunity to improve.
- Be expected to develop a clear understanding of all aspects of the service and be able to deputise for the Directorate Manager.
- Play a pivotal role in influencing, developing and sustaining key relationships with external stakeholders.
- Support the identification and of Business Cases within the Directorate and ensure that operational and strategic opportunities for the continuous development and improvement of the service are appropriately explored and pursued. This includes the delivery of all operational performance targets and financial management, the quality of services to patients and their relatives and the redesign of services towards best practice standards, within available resources.
- Work with the Directorate Manager to develop and implement local service changes by taking project management responsibility for improvement activities within the organisation and where required across the local health economy.
- Contribute to governance and quality improvement within the services and to provide an effective interface between the Directorate and Corporate Services.
- The post holder will be expected to manage agreed elements of performance of the Directorate Care Group to ensure that key national targets and quality standards are met and, on some occasions, exceeded.
- Develop a business plan for the directorates. To identify opportunities for new markets and schemes to generate additional income. To develop appropriate strategies for inclusion in the business plan to take full advantage of these opportunities.
- To undertake such duties commensurate with the seniority of the post that may assist the general performance of the Trust, subject to consultation between the post-holder and Assistant Director of Operations.
- To take part in the Trust General Manager on call rota both in and out of hours.
CLINICAL & PROFESSIONAL RESPONSIBILITIES
- To ensure that Trust quality standards are achieved
ADMINISTRATIVE RESPONSIBILITIES
To attend key Trust meetings and act as a senior officer on behalf of the Directorate in a professional manner
Deputise for Directorate Manager. Where assigned be responsible for the achievement of Emergency Access, 18-week, cancer targets and develop a culture where the quality of services are continually improved, and target achievement is seen as paramount. Develop project plans in conjunction with others to meet national, local and internal targets and monitor performance against them. Respond to any breaches in Trust, local or national targets and put in place remedial plans to ensure non reoccurrence. - To contribute to the development of operational objectives within Clinical Directorates which are consistent with the Division & Trust Corporate objectives.
- To ensure that operational systems are delivered in the inpatient setting that support efficient patient flow and avoidance of delays.
- To contribute to the development of effective Clinical Governance, Risk management and Controls assurance systems, ensuring that procedures are embedded into the culture of the Clinical Directorates.
- To Liaise and build a relationship with PALS Liaison Officers along with relevant external agents and develop systems/forums to collate patients/carers views on all aspects of hospital services.
- To participate in the General Manager on call rota
- Develop a strategy to enhance quality standards within the directorates in line with the overall objectives of the hospital. Establish appropriate mechanisms to monitor achievement.
- Ensure directorates specific quality initiatives are co-ordinated, implemented and reviewed.
- Deal with operational issues arising from governance reviews.
- Identify opportunities for change that will improve or assist the development of clinical practice and which leads to improvements in quality or efficiency within the directorates.
- Ensure a full performance appraisal programme is implemented within the directorates, using an approach based on the knowledge and skills framework and producing a Personal Development Plan for each individual.
- To ensure that the quality of data regarding all activity within this sphere of responsibility is of the highest quality and that individual managers and staff understand their responsibilities.
- Establish effective two-way communications incorporating all staff within the directorates.
- Ensure Team Briefing is operating effectively within the directorates. Taking corrective action as necessary.
- Contribute to the directorate meetings, Management meetings and hospital wide forums as required.
- Promote the achievements and activities of the directorates internally and externally.
Person Specification
Qualifications
Essential
- Educated to degree level and/or equivalent level of qualification and/or equivalent experience
- Post graduate qualification in health service management and/or equivalent level of qualification and/or equivalent experience
Knowledge & Experience
Essential
- Current experience of complex operational management in a healthcare setting.
- A demonstrable capacity and capability for operational service management in an acute hospital environment or similarly complex organisation, including staff management, financial management and change Management.
- Comprehensive knowledge of planned care, referral to treatment (RTT) and cancer targets
- Ability to manage and deliver to deadlines and within resources
- Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams, and have them understand the Trust's and your performance expectations.
- Demonstrate highly effective, credible leadership experience within the acute hospital setting.
- Ability to be intellectually flexible and to look beyond existing structures, ways of working, boundaries and organisations to produce more effective and innovative service delivery and partnerships.
Skills
Essential
- Ability to undertake analysis of capacity & demand in relation to outpatient delivered care.
- Effective working with clinical teams and senior colleagues resulting in the successful introduction and management of change.
- Demonstrating effective influencing skills to achieve desired results
- Ability to analyse complex problems and to develop practice and workable solutions to address them
- Demonstrate highly effective, credible leadership experience within the acute hospital setting
Desirable
- Service improvement tools and project planning.
- Intermediate IT skills qualification in Microsoft Word and Excel processing
- A commitment to improving patient services through an ability to sustain a clear performance focus on achieving demanding goals.
Other
Essential
- Flexible with the demands of the role, possessing self- awareness and self-motivation
Person Specification
Qualifications
Essential
- Educated to degree level and/or equivalent level of qualification and/or equivalent experience
- Post graduate qualification in health service management and/or equivalent level of qualification and/or equivalent experience
Knowledge & Experience
Essential
- Current experience of complex operational management in a healthcare setting.
- A demonstrable capacity and capability for operational service management in an acute hospital environment or similarly complex organisation, including staff management, financial management and change Management.
- Comprehensive knowledge of planned care, referral to treatment (RTT) and cancer targets
- Ability to manage and deliver to deadlines and within resources
- Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams, and have them understand the Trust's and your performance expectations.
- Demonstrate highly effective, credible leadership experience within the acute hospital setting.
- Ability to be intellectually flexible and to look beyond existing structures, ways of working, boundaries and organisations to produce more effective and innovative service delivery and partnerships.
Skills
Essential
- Ability to undertake analysis of capacity & demand in relation to outpatient delivered care.
- Effective working with clinical teams and senior colleagues resulting in the successful introduction and management of change.
- Demonstrating effective influencing skills to achieve desired results
- Ability to analyse complex problems and to develop practice and workable solutions to address them
- Demonstrate highly effective, credible leadership experience within the acute hospital setting
Desirable
- Service improvement tools and project planning.
- Intermediate IT skills qualification in Microsoft Word and Excel processing
- A commitment to improving patient services through an ability to sustain a clear performance focus on achieving demanding goals.
Other
Essential
- Flexible with the demands of the role, possessing self- awareness and self-motivation
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).
