Support Manager - Medicine

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Job overview

The Medicine Division management team at NBT are looking to recruit a Band 5 Support Manager on a full-time, permanent basis. fixed-term basis.

The post will have key responsibilities relating to:

• Outpatient service management
• Performance management
• Complaint coordination
• Line management of administrative colleagues

The successful candidate will be assigned to one of the four clusters within the Medicine Division and be responsible for the delivery of services within a sub-set of specialties within the cluster.

Interested candidates are encouraged to reach out to discuss the post in more detail via the contact information provided below.

Main duties of the job

Staff Management - Secretarial, Administrative, Clerical

To manage attendance and absence of staff group, including return to work meetings, sickness absence and stage of sickness management, occupational health referrals etc.

To oversee annual leave processes and maintain sufficient administrative cover.

To update, amend or implement administrative processes to improve working practices.

Outpatients and Performance

To work closely with the Central Outpatients Department to ensure accurate and optimum clinic booking and utilisation, for all areas of the specialties.

To oversee the Outpatient and Elective waiting lists, and ensure pathway management is active and accurate and that waits are not being exceeded, and if so, being escalated.

To ensure National targets continue to be achieved, reviewing long-waiters and highlighting capacity issues.

Complaints Co-ordination

To be the point of contact for complaints relating to the specialties, co-ordinating progress against defined time-scales.

To liaise with managers and clinicians in the investigation of complaints and co-ordination of responses.

Other

To deal with operational issues in conjunction with the cluster management team.

To participate in areas of service development where current services can be improved or streamlined, ensuring stakeholder input during any service redesign.

Working for our organisation

Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.

North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.

Detailed job description and main responsibilities

This post forms a key role within the Medicine Management team at North Bristol NHS Trust. The postholder will be responsible for a sub-set of specialties within one of the four clusters in the Division and will manage the secretarial, administrative and clerical staff and services that support the clinical practice.

The postholder will be required to have existing staff management experience and skills, and an extensive background in administrative and clerical processes and procedures.

Applicants will also need to have an understanding of waiting lists, preferably in an outpatient environment, as clinic utilisation and performance targets such as RTT and diagnostic waits will form a large part of the role.

Applicants should have well developed communication skills (both written and verbal), as you will be dealing with patient concerns and complaints. This is a varied role where you will work closely with the fellow Support Managers, Specialty Manager and Assistant General Manager, and there is much potential to learn and experience new skills.

This post will be expected to promote a patient focused culture and help support and develop the services within the assigned cluster.

Person specification

Education

• Educated to GCSE Level with a Grade C and above in English and Maths (2)

Work Experience

• Experience of working in the NHS and the requirements of an outpatients service (2)
• Experience of working in a multi-disciplinary and busy team environment. (2)
• Experience of working under pressure and to deadlines. (2)
• Experience of talking to patients/service users or working in customer focussed environment. (2)
• Experience of managing waiting lists and patient pathways (2)

• Experience of using spreadsheets to record and track information (2)
• Experience of writing short reports (2)

Knowledge Skills and Abilities

• Must be computer literate / possess keyboard skills. (2)
• Excellent verbal and written communication skills; good telephone manner. (2)
• Good organisational and time management skills; must be able to prioritise and plan daily workload, including working flexibly in a busy and frequently interrupted department. (2)
• Must be able to demonstrate attention to detail, and complete tasks to deadlines. (2)
• Understanding of patient confidentiality, data protection and freedom of information policies as they relate to waiting times. (2)

• Knowledge of the CareFlow patient administration system, including managing access plans, building clinics, updating Directory of Services etc. (2)

If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.

Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.

If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151.

North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.

The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.

We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.

Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.