Job responsibilities
Service Manager: Outpatient
Centres
Reports to:Associate Director Outpatient & Diagnostic Centres
Department:Cromwell Hospital
LocationCromwell Hospital, London
8. Job Purpose:
To provide operational and strategic business
planning and leadership to support the development and growth of the Cromwell
Hospital managed Outpatient Clinics including a broad spread of specialties
spanning Audiology, Lung, Sleep, Neurophysiology, Primary Care, Mews
Outpatients and the Urgent Care Centre. Effective oversight and management of
contracts and services with key partners and third party contracted service
providers.
Directs, coordinates, and supports the associated service
delivery at Hospital; including operational management, collaboration with
delivery partners (specifically consultants), to drive growth, efficiency, and
outstanding experiences for patients and our people.
To lead the review of relevant strategies and
service plans to underpin the strategic objectives of the Hospital. To build relationships with key stakeholders
to support the delivery of Cromwell Hospitals strategy.
Leadership
Provide strong visible leadership across the services.
Drive
employee engagement and Customer/Patient Recommendation/Satisfaction across the
services.
Responsible
for ensuring the service works within the regulatory compliance framework,
including CQC directives.
Maintain
standards of governance, quality, safety and care across the service.
Ability to liaise and engage positively with all stakeholders,
including Consultants and referrers.
Collaborate with key stakeholders and existing and
new delivery partners; identify opportunities to deliver and gain shared value,
and unique points of difference for patients and referrers.
Develop and maintain strong relationships across
Bupa Health Services Business Unit, supporting a seamless patient journey and
Bupa Health Services strategy to deliver exceptional patient experience and
connected care.
Set profit generation and efficiency in conjunction,
with Finance Business Partner.
Review/develop the service strategy underpinned by
a business plan which will be led to deliver growth and profit generation.
Lead the establishment of conducive commercial
partnerships supported by the relevant business function and executive.
Develop an approach to business development
ensuring that potential opportunities and threats to the hospitals services
are identified and responded to appropriately, assuring the Hospital responds
to/takes advantage of market trends.
Own
and maintain key performance measures for the services, which monitor key
outcomes, and demonstrate delivery of ambitious targets to continually improve
performance.
Create
strategies, and execute them to continually drive improvements across all core
performance indicators.
Ensure that all staff working within the service
are clear about what is expected and are working together in successful teams
to achieve the hospitals vision.
Ability to multi-task between hands-on operational duties
if required, people management, rota management and compliance management.
Manage the delivery of all agreed outputs of the Service
by:
Exercising the authority to resolve day-to-day management issues within
the Service.
Holding operational and clinical leads to account for delivery of their
objectives through regular performance review meetings.
Ensure sufficient data availability within the Division to monitor and
track performance and to satisfy reporting requirements.
Providing appropriate input and challenge to clinical and business
corrective plans where necessary.
Controls
Assurance, Clinical and Corporate Governance and Health and Safety
Monitor compliance across the services/locations with overarching
policies and procedures and take remedial action with accountable managers
where shortfalls occur.
Ensure appropriate measures and management are in place to monitor care
quality and service provision within contracted partnerships.
Line manage, coach and develop Clinical Leads and conduct annual
performance appraisals in conjunction with the Clinical Director and that this
is in line with Service strategic and organisational plans.
Encourage the development of collaborative and effective multi
disciplinary teams.
Support Heads of Department and Clinical in the coaching, mentoring and
development of their line management team.
Lead and oversee workforce planning within the Service and implement
recruitment and retention plans that enable the service to be delivered to a
high standard.
Ensure appropriate communication systems are in place for involving and
supporting staff within the Service.
Financial Management
Act as an authorising signatory for capital and revenue budgets within
limits agreed with the Finance Director
Ensure that all Divisions staff comply with the Hospitals Financial
mandates.
Develop a capital equipment priority list for the Division and prepare
business cases to support the acquisition and maintenance of required capital
equipment.
Manage reporting on budget positions across the Division in delivering
the accountability for ensuring internal and external financial targets are
achieved.
Manage resource utilisation and expenditure against control targets.
Support financial performance of the Hospital in identifying and
delivering cost improvements and efficiency gains across the Division.
Manage the implementation of systems, control processes and risk
management arrangements to support monitoring of compliance with clinical
governance standards, other Hospital wide policies and processes and best
practice requirements.
Manage the resolution of complaints and issues with patients, staff,
suppliers, other internal and external service providers and partner
organisations in a timely and appropriate manner in line with Hospital policy,
procedures and service delivery values and priorities.
Support, alongside the Integrated Governance Lead, Nurse and Clinical
Leads and other clinical staff, root cause analyses and trend analyses of all
complaints and adverse incidents.
Qualifications, experience and skills required
Healthcare Professional with
previous clinical experience
Educated to degree level or
equivalent, with significant experience in Healthcare Operations Management,
People Management, Relationship Management and Profit and Loss Management.
The ability to work in an
environment where relationships with operations, senior managers and
professional groups are key to success
Excellent interpersonal skills
with the ability to manage and understand the impact of competing pressures and
conflicting priorities. Enthusiasm, drive and energy
The ability to work well under
pressure and deliver to tight deadlines at the same time, taking the team with
you on the journey
The following attributes are
required;
Healthcare professional background
Excellent
working knowledge of the clinical regulatory environment
Excellent
interpersonal, communication and presentation skills, including listening and
facilitation skills
Good numerical and analytical ability
High energy and engagement at team player
Successful implementation of projects both through
own involvement and through others demonstrating visible results
Results driven, high levels of determination and
initiative
Understanding of strategic issues and frameworks
and how these impact on the business
Ability to build relationships and influence
diverse sets of audiences, confident, engaged and a natural leader
Health & Safety
Be aware of, and conversant with,
the Health and Safety at Work Act and comply with the regulations set down to
ensure safety to patients, visitors and colleagues. Record all accidents and
untoward occurrences according to Hospital policy.
Attend fire lectures and fire
drills in accordance with the law and to be fully aware of the position of fire
alarms, emergency equipment and exits. Attend all mandatory training required.
Confidentiality and Disclosure of Information
In the course of your normal work
you will come into possession of confidential information concerning patients,
the Cromwell Hospital and its staff. This information should be treated
confidentially and in accordance with Cromwell Hospitals policy, the Data
Protection Act (1989) and European Union regulations.
Data/Security
The post holder is responsible for
ensuring that he/she maintains the integrity and quality of both computerised
and manual data.
