Patient Services Manager Cambridge, East of England, England
Job description
JOB OVERVIEW:
Regent’s Park Healthcare are looking for a Patient Services Manager to support our services at the Cambridge Heart Clinic.
HOURS:
Core hours 37.5hrs/week normally, 09:00 – 17:00 Monday to Friday; however, flexibility may be required to support our services. This would however be discussed and agreed with you in advance. We expect there will be no requirement to work weekends or Bank Holidays without prior & mutual agreement.
REPORTS TO:
Senior Management Team
1. Chief Executive Officer
2. Cardiac Services Director
3. Finance Manager
MAJOR RESPONSIBILITIES:
Business Resources - Report on the following core processes monthly to the CHC Senior Management Team (SMT):
1. Resource Management – Ensure the most effective and efficient utilisation and allocation of resources.
2. People Environment – Ensure compliance with all human resource policies and procedures. Promote effective communication processes and provide appropriate solutions to human resource matters ensuring the management of staff is conducted in a manner to achieve maximum growth for the corporate team and individuals.
3. Infrastructure Environment – Ensure the infrastructure environment is regularly audited and kept to a high standard. Review unsatisfactory operational issues while working with management and staff to develop solutions.
4. Regulation & Compliance ‐ Ensure the Heart Clinic is run in accordance with the law and the national minimum standards. Achieving a minimum ‘Good’ status at our next CQC inspection should be a target KPI.
5. Procedure & Protocols - Ensuring all CHC polices and protocols are up to date and relevant at all times.
6. Meetings - Attending regular programmed meetings with Trust, Consultant Cardiologists and any other stakeholder group. Responsibility for preparing agendas and distributing meeting minutes and action tables.
Patient Service - Report on the following core processes monthly to the SMT:
1. Reception & Outpatient areas – Ensure that all reception and outpatient staff adhere to and promote the designated procedures and protocols of their business area and are meeting all budgetary requirements.
2. Inpatient – Ensure that all inpatient staff adhere to and promote the designated procedures and protocols of their business area and are meeting all budgetary requirements.
3. Reporting – Ensure that all staff associated with the capture and reporting of data do so in an accurate and efficient manner at all times.
Referral Service - Report on the following core processes monthly to the SMT:
1. Marketing – Take active ownership for all marketing activities of the Heart Clinic across a variety of distribution channels. Including but not limited to GP liaison activities, websites and patient engagement events.
2. Referral – To increase the number of referrals to the Heart Clinic. To capture and monitor the source and type of referrals each month. To develop a ‘heat‐map’ of existing and potential referral bases. To shift market share and, overtime, to grow the marketplace.
Data Capture and Analysis - Report on the following core processes monthly to the SMT:
1. Data Capture – Ensure that all data capture staff are adhering to and promoting the procedures and protocols of their business area and are meeting all budgetary requirements.
2. Systems – Ensure that all systems staff are adhering to and promoting the procedures and protocols of their business area and are meeting all budgetary requirements.
3. Business Measurement ‐ Provide a monthly report to the SMT on the progress and outcomes of KPIs (operational, quality, growth etc.)
DUTIES:
1. Direction ‐ To provide direction and leadership towards the achievement of the Heart Clinic philosophy, mission, strategy, and its annual goals and objectives. Monitor and manage corporate culture to ensure that an environment exists in which corporate objectives can be achieved effectively. Confer with the SMT to establish strategic business objectives, to develop organisational policies, to coordinate functions and operations between working areas, and to establish responsibilities and procedures for attaining objectives.
2. Senior Management Team Administration and Support ‐ Support operations and administration of the Senior Team when required.
3. Marketing – Support marketing, delivery and quality of our services. Liaising with clinicians, referrers, patients, suppliers, and subcontractors as required. Establishing and monitoring specific measurable marketing outcomes.
4. Facilities Management ‐ Manage the Heart Clinic resources within budget guidelines and ensure staff comply to budgetary requirements enabling the greatest potential for business growth.
5. Human Resource Management – Effectively oversee the human resources management of the Heart Clinic, ensuring all staff follow and practice the policies and procedures of the business. Evaluate performance of key staff to ensure the attainment of their objectives.
6. Public Relations ‐ Assure the Heart Clinic and its mission, processes, products and services are consistently presented in a strong, positive image to relevant stakeholders. Participate in external stakeholder meetings.
7. Safety ‐ The role is committed to overseeing and ensuring a safe and hazard free workplace with accepted standards for the delivery of outpatient and invasive cardiology services.
TASKS RELATED TO THE POSITION:
1. Appointment as Operations Manager for the Heart Clinic ensuring adherence to the requirements of the CQC.
2. Ensure adequate and appropriate staff available, ensuring capacity matches demand.
3. Drive in conjunction with SMT, business development & growth of the Heart Clinic.
4. Act as information channel between the Clinicians and the SMT, ensuring ongoing development of a clinically led and patient focused service.
5. Ensure equipment is in serviceable condition and arrange routine and acute maintenance as required.
6. Delegate authority of ordering, receipt and checking of stock.
7. Liaise with suppliers.
8. Organise monitoring of quality and efficiency of services.
9. Deal with any complaints/enquiries and determine response, consulting as required, with the SMT and/or MAC.
10. Counsel staff on work related issues.
11. Monitor medium and long‐term operational effectiveness.
12. Assess medium and long‐term operational resource needs of staff and equipment.
13. Facilitate internal and external meetings.
14. Coordinate ongoing Mentoring, Education & Professional Development of all staff.
15. Ensuring information on services provided by the Heart Clinic are not misleading and information provided by patients and prospective patients and their families is always accurate.
PERSON SPECIFICATION
In order to fulfil this role to the required standard the post holder will require the following skills/experience/attributes (E = essential, D = desirable):
Qualifications
(D) Ideally held registered manager responsibility in a previous healthcare organisation with familiarity of the CQC registration and inspection regime
(D) Project and/or business management qualifications useful but not essential
Relevant experience
(E) Healthcare Business and/or Operations management experience
Aptitude, skills and abilities
(E) Strong team player with good stakeholder management skills
(E) Patient, calm and performs well under pressure
(E) Excellent IT skills including the use of Word, Excel & PowerPoint
(E) Strong communicator
(E) Excellent planning and organisational skills
(E) Strong analytical skills
(E) Proactive – ability to work on own initiative
(E) Ability to manage a range of customer issues effectively
(E) Steadfast in adversity
Personal attributes
(E) Relationships ‐ Develop relationships within and outside the business
(E) Foster team building with peers and co‐workers to promote a positive working environment
Language skills
(E) Fluent English
(E) Excellent communication skills, both verbally and in writing, are required
(E) The ability to develop and deliver a strong presentation is also necessary
(E) The ability to interpret complex communication, both verbally and in writing, is also essential
(D) Understanding healthcare terminology useful, but not essential
Reasoning Ability
(E) Must possess excellent reasoning ability and must be able to analyse problems, identify alternative solutions, select and implement the best alternative, and communicate the logic behind the decision to others
Mathematical skills:
(E) Good mathematical skills are essential- the post holder must be able to interpret reports and ensure budgets are constantly being monitored in respect to the functioning of the business
Core Competencies
Energy: Deliver results, Ambition and Drive
Openness: Consumer & Customer Focus, Cross Collaboration & Networking
Growth: Innovation & Intellectual Curiosity, Coaching others and self
Agility: Adaptability, Judgement & Decision Making, Acumen
Humility: Knowing when to Ask for Advice
Other requirements:
- Preparedness to travel across the UK at short notice with overnight stays when required
- Full driving licence
Job Types: Full-time, Permanent
Salary: £40,000.00-£50,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Private medical insurance
- Sick pay
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Cambridge: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Application deadline: 16/06/2023
Reference ID: Patient Services Manager
