Job overview
The post holder will be responsible for the day-to-day management of the Trust Outpatient Department, supporting the Patient Access 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.
Main duties of the job
Key Responsibilities:
1. Operational Delivery: Oversee the operational delivery of outpatient services, ensuring the department meets key performance indicators (KPIs) and operates efficiently.
2. Appointment Booking Management: Lead the delivery of an effective and timely appointment booking system, ensuring it aligns with patients' needs and helps the Trust meet access targets. Focus on continuously improving the patient/service user experience.
3. Service Modernization and Transformation: Collaborate with the Patient Access Service Manager to drive service modernization and transformation projects. Work on planning and implementing new ways of working and introducing technologies that meet current and future service demands. Ensure compliance with Trust and regulatory quality and service standards.
4. Capacity Management: Work closely with Admin Leads to manage and escalate capacity issues promptly to Service Managers, ensuring timely resolution and optimal use of resources.
5. Pathway Improvement: Collaborate with specified teams to assess, review, and improve patient pathways in line with the 18-Week Delivery Programme, ensuring that clinic capacity and resource utilization are optimally aligned.
6. Resource Management: Ensure resources are used in a manner consistent with organizational objectives and policies. Ensure that resources are realistic, justified, and provide clear benefits to the organization.
7. Leadership and Staff Management: Directly manage the Administrative Leads in the department, providing support and guidance in their roles to ensure operational efficiency.
8. Referral Management: Monitor the ERS (Electronic Referral Service) system daily to ensure referrals are managed in a timely manner, and that the system is functioning effectively.
9. Directory of Services Maintenance: Oversee the setup and ongoing maintenance of the directory of services on the ERS system, ensuring it is accurate and up to date.
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
10. 1. Operational Delivery & Performance Management
Ensure the smooth operation of outpatient services.
Monitor and report against key performance indicators (KPIs).
Guarantee timely appointment booking and patient experience improvement.
2. Service Modernization & Transformation
Collaborate with the Patient Access Service Manager to modernize outpatient services.
Implement new technologies and working practices to meet future service demands.
3. Referral Management
Daily oversight of the ERS (Electronic Referral Service) system for timely referrals.
Ensure referrals are processed efficiently.
4. Service Capacity & Escalation Management
Assist in identifying and managing capacity issues.
Work with Admin Leads to escalate concerns to Service Managers when necessary.
5. Leadership & Staff Development
Act as a role model for the team, fostering a culture of improvement.
Empower staff to suggest changes that improve processes.
Manage appraisals and performance reviews of administrative staff.
6. Pathway Improvement & Patient Care
Collaborate with teams to improve patient pathways.
Ensure outpatient clinic capacity aligns with the 18 Week Delivery Programme.
7. Complaint Management & Patient Satisfaction
Support the investigation of complaints and Inphase issues.
Implement corrective actions and facilitate learning to reduce formal complaints.
8. Information Governance & Compliance
Ensure adherence to information governance policies and NHS standards.
Develop and implement procedures that align with national guidelines.
9. Quality & Risk Management
Monitor and assess the quality, safety, and effectiveness of outpatient services.
Implement risk assessments and mitigation plans.
10. Resource Management & Financial Oversight
Ensure effective use of resources (staff, equipment, supplies).
Maintain financial arrangements and cost-efficiency within the department.
11. Equipment and Software Maintenance
Coordinate with Estates and IT for the repair and maintenance of outpatient equipment.
Manage the ordering and maintenance of supplies.
12. Staffing & Performance Monitoring
Manage administrative staff performance, sickness, and absence.
Ensure compliance with training and development policies.
13. Data Protection & Patient Information
Ensure all patient information is handled in compliance with the Data Protection Act.
14. Continuous Professional Development
Develop personal knowledge and skills.
Contribute to the development of others within the team.
15. Equality, Diversity, and Rights
Promote a culture of equality, diversity, and respect for patient and staff rights.
Person specification
Qualifications
Essential criteria
11. Educated to degree level or at least 2 years managerial experience
Desirable criteria
12. QSIR or similar level qualification
Experience
Essential criteria
13. Previous experience working at a Band 5 level (or above) within Patient Access
Desirable criteria
14. Experience in supporting strategic workforce planning and organisational design
Communication
Essential criteria
15. Proven ability to adjust communication style for any audience
16. Ability to motivate staff groups and implement agreed change
Desirable criteria
17. Strong ability to communicate complex or sensitive information clearly and empathetically
18. Evidence on monitoring service performance and KPI’s
Knowledge
Essential criteria
19. Knowledge of outpatient working practices and referral to treatment standards / pathways
Desirable criteria
20. Knowledge of appropriate standards and external bodies, such as the Care Quality Commission
Skills
Essential criteria
21. Strong working knowledge of Outpatient systems (ERS, Nervecentre, IPM, Bookwise)
22. A focus on positive patient and user experience
23. Ability to implement continuous improvement initiatives
24. Demonstrate Leadership skills with the ability to make sound leadership decisions
25. Organisational skills
Personal Skills
Essential criteria
26. Ability to motivate others
27. Ability to prioritise and respond flexibly to competing demands
28. Able to problem solve
Desirable criteria
29. Negotiating skills
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.