Outpatient Assistant Service Manager
Job overview
Applicants are invited to join a team undertaking a range of tasks ensuring a seamless and effective service for Outpatients.
The post-holder will act as an integrated member of the Outpatient Management team to support the provision of an effective and efficient Centralised Outpatient Admin Service.
They will be instrumental in the smooth running of the office, working without supervision, leading the department in its day to day demands within the administrative elements of the Outpatient service.
Knowledge of patient record systems/data bases with proven experience, plus previous admin/clerical experience. Applicants should ideally have experience of healthcare services.
Well-developed Interpersonal skills – able to converse in a positive manner at all levels. Be dependable with a flexible attitude to work and able to work on your own initiative. You must possess strong organisational skills, be able to deliver objectives within an agreed timeframe, excellent people and communication skills to maintain effective communication links, and have a flexible approach to the evolving needs of the service.It is essential that you possess excellent keyboard skills and experience of administering data bases.
We are looking for a motivated and enthusiastic person who will reflect our values of teamwork, honesty, respect, inclusivity, valuing people and excellence.
Main duties of the job
The post holder will be responsible for the day-to-day management of the Trust Outpatient Department, supporting the Outpatient Service Manager to provide a high quality and efficient outpatient service, delivering key quality, performance and activity targets.
They will ensure efficient running of the department, facilitating the development of new procedures and processes to realise service development and enhancement
The post holder will undertake support of the E-RS system. This includes management and monitoring of the slot polling ranges and ensuring the advice and guidance is being managed effectively, escalating where KPI standards are not being met.
The role will also have responsibility for ensuring effective budgetary and resource management to ensure the department keeps within its annual finance plan.
A key objective is to ensure the achievement of national, regional, Trust and divisional objectives and targets, including 2ww and 18ww access targets. The role will include liaison with Service Managers, Clinical Commissioning Groups, Clinical Staff and other relevant project teams to assist with the smooth running of the service and effective roll out of projects.
Working for our organisation
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.
The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Our values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required.Please review all documents attached to ensure you familiarize yourself with all requirements of the job
Detailed job description and main responsibilities
Acting as a role model to team members, supporting both less experienced and other senior team members. Realise a culture that values the contribution of staff and empowers them to make changes that improves processes.
With the support of the Outpatient Service Manager, facilitate service modernisation and transformation projects across Outpatients in relation to planning and implementing new ways of working and introduction of new technologies to meet current and future service demands, achieving Trust and regulatory quality and service standards.
Assist and support in complaints and Inphase investigations, meeting lead times to minimise delays and reduce the number of formal complaints, leading to improved patient satisfaction, facilitating learning and sharing within the Outpatient team.
Responsible for the delivery of effective and timely appointment booking services that best meet patients’ needs and enables the Trust to meet access targets, ensuring that the patient/service user experience is continually improved.
Ensure all patient transaction systems, policies, protocols and procedures are in line with the organisation’s information governance policies, and that their development and implementation are evidence based and reflect national guidance and NHS standards and statutory obligations.
Accountable for ensuring robust systems are in place to monitor and evaluate Quality, Safety and Effectiveness across administration services for which they are responsible, ensuring any risks are proactively assessed, monitored and mitigation plans put in place.
Responsible for co-ordination of physical resources within areas of responsibility, ensuring robust financial arrangements are maintained with efficient and effective use of resources. This includes the use and allocation of permanent staff and the appropriate use of bank staff.
Ensure resources are used in a manner consistent with organisational objectives and policies, ensuring that resources are realistic, justified and of clear benefit to the organisation.
Work with the Admin Leads to assist with the escalation of capacity issues to Service Managers in a timely manner.
To hold responsibility for liaising with the Estates Department/IT regarding repair and maintenance of all equipment and software in use within the Outpatient department
To be responsible for the ordering and maintenance of stationery and equipment supplies, managing expenditure decisions within the level of delegated authority, and having an understanding of cost-efficiency.
To be the direct line manager for the Administrative Leads in the department to include (but not limited to) appraisal / individual performance review of staff, and ensure compliance within own team against the appraisal and statutory training policy and managing sickness absence.
Manage the operational delivery of outpatient services against key performance indicators, ensuring the efficient running of the department.
Provide and receive patient information, ensuring that all patient information is provided, received and recorded in accordance with the Data Protection Act
Develop own knowledge and skills and contribute to the development of others. Promote people’s equality, diversity and rights.
To be responsible for recording of annual leave, sick leave and study leave for all departmental administrative staff, highlighting at an early stage areas of potential concern relating to performance and sickness targets.
Person specification
Qualifications
Essential criteria- Evidence of significant Continuing Professional Development
- Knowledge of service provision in Outpatient
Experience
Essential criteria- Strong, clear communication skills to all levels of workforce, Ability to motivate and lead teams to successfully meet goals and standards. Problem Solving.
- Experience of patient administration System (PAS) and its purpose
- Effective line management of staff
Skills
Essential criteria- Strong, clear communication skills to all levels of workforce, Ability to motivate and lead teams to successfully meet goals and standards. Problem Solving.
- Ability to manage own workload and that of others in a highly pressurised environment
- Effective communication, negotiation and motivation skills
It is an exciting time to join the newly formed Bedfordshire Hospitals NHS Foundation Trust. We run two busy hospital sites in Bedford and Luton. Our 7,500 staff provide high quality care for a growing population of around 700,000 across Bedfordshire and the surrounding areas.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.Travel between hospital sites may be required. We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
All new staff will be subject to a probationary period covering their first six months in post.