Band 6 Specialty Manager

Job description

Job responsibilities

The post holder will work closely with Service Manager and General Manager (GM) (Business & Performance) on the strategic development of the services, supporting plans to expand /change their service as appropriate.

The post holder will manage clinic capacity whilst booking patients according to clinical priority and booking policies in line with local and national targets, proactively preventing two-week rule and 18-week breaches. They will request additional clinics as necessary, liaising directly with the clinical team, to arrange availability of staff.

The post holder will be responsible for achievement of service and teaching activity targets within specialties on a monthly basis. This will include accurate mapping of clinical activity to support service line reporting (SLAM). This will also involve attending weekly performance meetings to monitor activity and DNA rates, clinic utilisation, capacity, forecasting and breach analysis.

The post holder will be responsible for the weekly and ad hoc validation of waiting list data and reporting performance against 18-week access targets and clinical prioritisation. The post holder will also need to lead with 18-week targets, tracking of cancer patients and validation across Specialty Management Group. They will take responsibility for completing actions to ensure patients are fast tracked through their pathway to prevent non-compliance with local and national targets and also escalate trends to the Service Manager and General Manager.

To lead on ensuring that demand and capacity of service clinics are revised in accordance with the agreed processes and that requests for changes to clinics do not breach clinic rules and agreed processes

Identify areas of inefficiency by undertaking regular reviews of processes and from feedback from patients, carers and staff, working with clinical and administration teams to redesign and re-engineer services and processes as required to provide a seamless service.

To lead on the creation and management of clinical sessions within the Patient Administration System (PAS) together with dealing with requests for blocking, opening and other timetable amendments.

To lead on validation and authorisation for cancellation of clinical sessions for dental services, ensuring patients are communicated with effectively and rebooked

appropriately to minimise patient complaints.

Monitor closely performance contracts and targets to enable pro-active and timely actions, working independently to take appropriate action / corrective measures.

Interpretation, manipulation and analysis of complex data sets and clinical records

Educate and develop leadership within operational team in order to access timely and accurate information to support the delivery of all key performance indicators.

Produce and analyse performance reports on an ad hoc basis ensuring any relevant recovery/action plans are formulated and undertaken as appropriate.

Audit performance against the internal and national targets and present this at service/departmental meetings as required.

Produce and distribute performance, activity and contract data on a regular basis to ensure performance management and compliance with targets.

Where required, manage relevant staff within other Specialty Management Groups/ areas in such a way that contracts and targets are delivered.

To manage, co-ordinate and monitor Specialty Management Group leave and co-ordinate rotas to fulfill operational requirements.

Undertake audits and develop action plans ensuring compliance with data protection and agreed processes.

To have overall accountability for recruitment, selection and management of all Patient Services Administrators and Team Leaders within the Patient Services Department, in accordance with Birmingham Community Health NHS Trust Personnel Policies and Procedures i.e. sickness/absence, lateness, disciplinary and monthly turnaround documents.

Anticipate staff shortages and take action to minimise the impact of these on service delivery.

To support the Service Manager and deputise for them in their absence as appropriate.

In conjunction with a GM, implement effective systems, control processes and risk management arrangements for the Specialty Management Group.

Person Specification

Qualifications

Essential

• Degree or equivalent professional qualification or experience.
• Relevant leadership and management qualification or significant experience managing a patient / customer service / contact centre environment.
• Evidence of continuous professional development.

Experience

Essential

• Significant operational management experience in a patient / customer service / contact centre environment.
• Significant experience in first line management.
• Experience of leading change projects in large complex environments.
• Experience of managing complex forecasting and staff scheduling.

Skills/Knowledge

Essential

• Excellent communication skills both written and verbal.
• Excellent interpersonal skills.
• Diplomacy and negotiation skills.
• Analytical skills and basic finance knowledge.
• Excellent IT skills including knowledge of Microsoft Office applications i.e. word, excel and outlook.
• Knowledge of waiting list management and patient administration systems.
• Knowledge of business planning, performance management and staff management through experience and/or formal qualification.
• Awareness and understanding of national policy concerning patient care and developments within the NHS including current developments concerning national plans

Personal Qualities

Essential

• Ability to prioritise own work in an environment of changing and sometimes conflicting priorities.
• Ability to support and deliver cost improvement programmes.
• Ability to work independently and as part of a team
• Paying attention to detail.

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Birmingham Community Healthcare NHS FT

Address

Birmingham Dental Hospital

5 Mill Pool Way

Edgbaston

B5 7EG

Employer's website

https://www.bhamcommunity.nhs.uk/ (Opens in a new tab)