The post holder will manage the delivery of a high quality, safe and compassionate healthcare service to patients. They will have responsibility for ensuring that all administrative processes are efficient and effective and enable the team and the Trust to meet high standards of performance.
The post holder will have specific responsibility for driving forward excellent standards of customer service taking action where levels of service delivery fall short of what is required or do not uphold Trust values.
The post holder will line manage a team of administrators and will be responsible for organising workload and cover, recruiting and inducting new staff members, identifying training and support required by individuals and managing performance.
Main duties of the job
* Provide hands‑on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards.
* Monitor, analyse and report on service quality, productivity and performance against agreed targets, including RTT, waiting times and correspondence turnaround.
* Be accountable through the operational management team and work collaboratively with the administrative teams to adhere to Trust standards.
* Support the development, implementation and improvement of services and administrative systems.
* Ensure compliance with Trust policies and supporting quality assurance across the service.
* Pro‑actively highlight any system, procedural or capacity issues in line with the needs of the service.
* Provide operational oversight of patient pathways across relevant paediatric services.
* Ensure appointments, communications and care processes are delivered compassionately and efficiently (considering both outpatient and inpatient provision).
* Manage patient enquiries and complaints, ensuring timely investigation, coordination of responses, liaison with clinicians, PALS and the complaints team.
Education
* Educated to degree level or equivalent experience
* Junior management qualification or equivalent experience to demonstrate competency
* Evidence of undertaking continuous professional development
Experience
* Operational experience in a leadership capacity (people and processes)
* Significant NHS experience with sound knowledge of acute hospital processes
* Knowledge of Patient Administration System and other relevant Trust system
* Intermediate use of MS Excel or other spreadsheet packages
* Experience of using Cerner or other relevant Trust systems
* Experience giving presentations to groups
* Experience of audit management
* Experience of leading a project
Skills
* Able to identify areas for improvement and implement processes as appropriate
* Information analysis skills and knowledge of using data to improve services, including a proven ability to interpret, manipulate and present data
* Proven ability in managing people, process, quality and productivity
* Ability to carry out audits and develop reports or spreadsheets for others within the Trust
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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