[ref. m38488221] Assistant Service Manager - NHS

Job overview

The post holder will also be responsible for managing Ward Clerks /Admin Staff.

The ideal candidate will have excellent communication skills and be able to demonstrate good team spirit, as well as build relationships with a variety of professionals.

As part of this role you will be liaising with consultants and clinicians at all levels and managers within the Trust and at external organisations.

Main duties of the job

The Assistant Service Manager is responsible for the operational delivery of a range of functions in the Critical care. The key tasks are:

• Ensuring that operational plans to deliver access targets are put into place
• Managing and developing ward clerks and other administrative staff as appropriate
• Provision of information to support the investigation and monitoring of complaints', including co-ordinating responses to complaints as delegated by the Service Manager.
• Management of junior medical rotas on a day-to-day basis, co-ordinating annual and study leave requests (and locum bookings where necessary). Highlight any potential problems to the Service Manager in a timely manner.
• Co-ordination of the multi-disciplinary meetings for the Directorate
• Supporting and the development, management, implementation of project plans for service development when applicable.

Working for our organisation

The post holder is expected to have a clear understanding of how this post contributes to the achievement of the Trust’s vision:

Our vision as an organisation is to provide outstanding care, every time.

In 2019, we published a five-year strategy which sets out how we plan to achieve this – whilst also giving everyone connected with St George’s clarity about our aims and ambitions for the future.

Our strategy is designed to drive decision-making across our two main sites at St George’s Hospital in Tooting; Queen Mary’s Hospital in Roehampton; plus services we run in the community.

Our new strategy is based on four key priorities:

• Strong foundations: An organisation with strong foundations that provides outstanding care, every time
• Excellent local services: A provider of excellent local services for the people of Wandsworth and Merton
• Closer collaboration: A partner in delivering joined up, sustainable health services across South West London
• Leading specialist healthcare: A provider of leading specialist services for the people of South West London, Surrey, Sussex and beyond.

1. Performance management:

• With knowledge of the PAS system and other computer systems, support the Service Manager to ensure effective processes and procedures are in place to collate, monitor and track performance within the Service against the national access targets.
• Support the Service Manager with the collation, presentation and, as appropriate, the analysis of data so that the General Manager and Care Group Clinical Lead have access to timely and accurate information on all key performance indicators.

1. Risk and clinical governance:

• Support the Service Manager to manage the implementation of effective systems, control processes and risk management arrangements in the Service
• Support the monitoring of compliance with internal and external governance and best practice requirements in the Services,
• Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the Service.
• To investigate and, when required, respond to complaints in line with Trust Policy.

1. Staff management:

• Managerially responsible for specified administrative staff within the Service.
• Set objectives and review performance of delegated admin staff, identifying individual training and development needs and promote continued personal and professional development.
• Manage sickness, disciplinary and performance issues in line with Trust policies.
• Comply with all relevant Trust policies and standing financial instructions.
• Induct administrative staff in line with Trust policies and procedures.

1. Financial management:

• Support the Service Manager to manage and monitor performance so that the Service meets its financial and operating targets.
• Manage the Administrative and Clerical budget delegated, within the service ensuring that expenditure is within agreed limits and that the General Manager remains informed of related issues.
• Monitor of locum and agency staff usage, investigating reasons for increased usage where appropriate.
• Identification of any anomalies or trends in expenditure, undertaking further investigation and identifying causes as appropriate in conjunction with the Service Manager.

Person specification

Qualifications and Training

• Experience or qualifications that would lead the interview panel to conclude that this person has the capacity to take on an operational management role

• 3 Years operational and or project management experience

Experience

• Knowledge of range of computerised software, managerial knowledge, project monitoring, acquired through degree or equivalent experience sufficient to demonstrate the necessary operational management experience.
• Previous staff management and financial management

Skills

• Ability to work autonomously and on own initiative
• Ability to develop and implement business policies for their own area
• Proficient user of word processor, spreadsheet and presentation software.
• Able to interpret complex information in order to act upon and disseminate to others.
• Able to manage and develop Care Group information system
• Have an understanding of the NHS complaints procedures

Knowledge

• Demonstrate an understanding of the concept of clinical governance
• Ability to collate all necessary information for the development of response to a complaint letter, which addresses all the questions asked by the complaint that follows trust format and is in easy to comprehend English
• Understand the principles of waiting list management and how to ensure that patients are brought in the appropriate order
• Understanding of junior doctor rota working and implications of changes.
• Ability to prioritise work programs in the face of competing demands
• Ability to manage and deliver to deadlines and within resources.
• A strong sense of personal and team accountability coupled with a clear understanding of the boundaries around delegated authority
• A good understanding of the changing NHS environment
• IT literate with ability to use Microsoft Office applications

Other

• Basic influencing skills with the ability to enthuse
• Political astuteness in understanding and working with complex policy and diverse interest groups
• A commitment to improving patient services through an ability to sustain a clear performance focus on achieving demanding goals.
• Ability co-ordinate and support multidisciplinary meetings as required