service manager London, England
Job description
To work in conjunction with the relevant outpatient supervisors and service manager to ensure outpatient clinics run smoothly on a day to day-to-day basis, handling issues as they arise. To cross cover at City Road site as required for annual leave/sickness or as the service requires. Daily monitoring of clinic profiles to ensure that they booked to the individual requirements of each service and to take action to ensure that any overbooked clinics are reduced appropriately and that clinical staff and service managers are aware of any issues. To ensure that consultants are sent their clinic profiles on a weekly basis and to ensure that any actions resulting from this takes place, e.g.
reducing clinics To attend weekly outpatient meetings with the Service Manager and Booking Centre, ensuring that information on clinic profiles is made available for these meetings. To work closely with the Booking Centre to ensure that new appointments are booked within the appropriate timescale, ensuring that appointment slots are made available to ensure RTT and Waiting time standards are achieved To liaise closely with the contact centre to ensure that patient queries are responded to within the agreed KPIs. To ensure that follow-up appointments are made in a timely manner, ensuring that these appointments are booked on the day where possible. To ensure that all outpatient reception staff are collecting and inputting ethnic coding and up to date patient demographic details on PAS on the day of patients attendance, taking action where required.
To act when required as the first line of investigation with regards to all complaints relating to A&C staff and administrative systems and to forward responses to the Service Manager. To act on any annual leave requests from clinicians, ensuring that this information is disseminated appropriately. Escalating where insufficient notice is received. To ensure that all clinics are cashed up on a daily basis for billing purposes.
To ensure that the A&C staff are complying with any requirements regarding health records management. To ensure that all transport and interpreting services are booked appropriately by the Outpatient Co-ordinators, ensuring that any specific requirements are communicated in a timely manner. Service Development: To work with the Service Manager to regularly review the service provided to patients and ensure that it is both appropriate and of the highest quality and to take part in initiatives designed to improve both these aspects of service as requested, e.g. implementation of kiosks.
To assist in change management projects within the department, division and across the trust, leading the projects where requested. To assist in the gathering and collation of outpatient audit data. To undertake capacity/demand review in terms of virtual review capacity, working closely with clinicians to ensure service provides fast turn around to patients with clinical outcome from diagnostic appointments., Human Resource Management: To line manage the outpatient supervisors and support the management of the outpatient co-ordinators within the service team, ensuring that the highest quality of service is provided in each area at all times through the regular review of staffing and workload allocation. To monitor performance of outpatient clinic co-ordinators, working with outpatient supervisors to ensure that individuals are set clear standards and objectives, identifying training and development needs as well as performance / conduct issues as appropriate.
To undertake appraisals of staff and set clear personal development plans. To lead in the induction and on-going training of the team. To ensure that the A&C staff within the service team are compliant with mandatory training. To ensure that annual leave arrangements are co-ordinated within the team to ensure the service is maintained at all times and to monitor and manage sickness and absence.
To motivate and support staff so that they understand the objectives of the service within which they work and are able to maximize their contribution to the highest standard of patient care. To encourage a teamwork approach and ensure that communication takes place within departments to ensure that staff feel involved and receive information regarding all matters affecting themselves, their department and the Trust as a whole. To ensure that the Trusts HR policies are adhered to.
