Overview
As the Assistant Service Manager in the Referrals and Bookings team, you will play a pivotal role in ensuring timely and efficient referral-to-appointment processes for patients. You will oversee and optimise the referral and booking team, systems and processes, and deliver local and national overseas visitor policies and procedures. You will act as a source of advice and guidance for staff, patients and other stakeholders. If you are passionate about making a real difference in patient care and possess exceptional managerial and organisational skills, apply to join our dedicated team.
Responsibilities
* Plan, perform and deliver in planning, performance and service delivery, financial planning, HR, IT and audit; support the Deputy Service Manager in day-to-day tasks.
* Ensure performance targets are met and manage all staff within allocated teams (shared with the Support Manager(s)); contribute to business planning with the Deputy Service Manager/Service Manager to resource and organise service delivery.
* Lead projects appropriate to the role and coordinate operational management of the department with other managers and the Divisional Management team.
* Provide leadership for the Support Manager and administrative teams, communicating policy, business objectives and targets clearly.
* Implement performance management systems to ensure delivery of targets; represent the department in performance, governance and finance meetings.
* Handle budgetary and financial responsibilities, including authorised signatory duties for stationary within agreed limits; monitor spend and support cash-releasing efficiency targets.
* Support business planning to ensure services are resourced to deliver planned activity and demand; lead on substantial programmes of work to improve administrative services.
* Coordinate activities with health care professionals to meet organisational targets for Referrals and Bookings and Outpatients Reception; manage Trust patient waiting lists in relation to referrals and booking/outpatient services to meet national targets.
* Assess overseas visitors for eligibility for care in line with Department of Health Guidelines; organise administration to support the patient referral and booking system.
* Implement legislative changes affecting local administrative processes; organise complex staff planning and rota management to meet service delivery needs.
* Analyse data for performance management and develop reports; propose and implement policies and procedures across outpatients and health records; drive process changes with clinicians to achieve target activity.
* Lead on projects to improve administrative services across pathways of care or for specific patient groups.
* Advise patients/relatives on non-clinical information related to the administrative pathway (appointments, waiting times, etc.).
* Develop work plans aligned with divisional and Trust objectives; produce monitoring reports and risk assessments for the Divisional Management team.
Financial Management & Business Planning
* Act as authorised signatory for payments related to stationary stores within agreed limits; monitor budgets and support cash-releasing efficiency initiatives.
* Ensure departmental procedures support budget control and organisational effectiveness within available resources.
* Use financial information systems to monitor budget performance and resolve complex queries.
Human Resource Management
* Line management of the Support Manager(s) and administrative staff; ensure work is completed effectively and on time.
* Implement HR policies including recruitment, discipline, grievance and performance appraisals; oversee recruitment with team leads.
* Conduct appraisals and development plans; manage sickness absence and return-to-work processes; apply Trust policies for personnel matters as needed.
* Identify and address performance or conduct issues; oversee staff induction and ongoing training; arrange temporary cover for annual leave or vacancies.
* Plan staffing to support new and increasing workloads and continuously seek more efficient ways of working.
Policy and Service Development
* Support management in implementing innovation, technology and new working methods; develop and document standard operating procedures and review them regularly.
* Plan departmental workload and develop short- and mid-term plans; align with organisational policies and objectives.
Information Management
* Support external reviews and quality assurance activities; develop and manage systems to support patient access and information storage.
* Collaborate with the information and data quality team on patient waiting times and identify breaches; coordinate responses to consultations and special initiatives.
* Manage information systems for patient and staff records; interpret data to support NHS returns and ensure compliance with timescales and legal requirements.
Equality, Diversity & Health & Safety
* Promote equal rights, challenge discrimination, and address issues in line with Trust policies and legislation.
* Monitor health, safety and security; assess risks and act as a role model for risk management and incident reporting.
Additional Requirements
* Represent the Service Manager and Deputy Service Manager in meetings when needed; communicate divisional views and support governance discussions.
* Follow risk management procedures and abide by Trust policies; take responsibility for personal development.
* This job description is subject to regular review; duties may be required as appropriate to the grade.
* This advert closes on Thursday 11 Sep 2025.
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