We currently have a fixed‑term job share opportunity for an experienced manager to lead a diverse, hard‑working team in a fast‑paced environment within the Dental Services.
Responsibilities
* Day‑to‑day service management of the Specialty Management Groups, ensuring efficient delivery of services and patient access to outpatient and inpatient care.
* Lead administrative teams to provide high‑quality service to patients, carers and referring practitioners.
* Support the Service Manager and General Manager in coordinating and managing patient pathways, including delivery of performance targets (e.g., RTT targets).
* Develop and improve patient pathways to achieve continuous improvement.
* Work closely with senior managers on strategic development of services, supporting plans to expand or change services as appropriate.
* Manage clinic capacity and schedule patients in line with clinical priority and national targets, proactively preventing 2‑week rule and 18‑week breaches. Liaise with clinical teams to secure necessary staff and clinic slots.
* Achieve monthly service and teaching activity targets, accurately mapping clinical activity for service line reporting (SLAM).
* Attend weekly performance meetings to monitor activity, DNA rates, clinic utilisation, capacity, forecasting and breach analysis.
* Validate waiting‑list data and report performance against 18‑week access targets and clinical prioritisation on a weekly and ad‑hoc basis.
* Lead tracking and validation of 18‑week targets, cancer patient pathways and overall Specialty Management Group performance.
* Identify inefficiencies through regular process reviews and patient, carer and staff feedback; redesign and re‑engineer services as required.
* Create and manage clinical sessions within the Patient Administration System (PAS), handling scheduling requests and cancellations while communicating effectively with patients.
* Monitor performance contracts and targets, taking proactive actions and corrective measures when necessary.
* Interpret, manipulate and analyse complex data sets and clinical records to produce performance reports and recovery plans.
* Audit performance against internal and national targets, presenting findings at departmental meetings. Distribute performance, activity and contract data on a regular basis.
* Recruit, select, manage and support Patient Services Administrators and Team Leaders, implementing staff policies and handling sickness, lateness, discipline and performance turnaround.
* Coordinate leave, rotas and staffing across Specialty Management Groups to ensure service delivery.
* Support the Service Manager and deputise in their absence; work with the GM to implement systems, control processes and risk management arrangements.
Qualifications
* Degree or equivalent professional qualification or experience.
* Relevant leadership and management qualification or significant experience managing a patient/customer service or contact centre environment.
* Evidence of continuous professional development.
Experience
* Significant operational management experience in a patient/customer service or contact centre environment.
* Significant first‑line management experience.
* Experience leading change projects in large complex environments.
* Experience managing complex forecasting and staff scheduling.
Skills / Knowledge
* Excellent communication skills, both written and verbal.
* Excellent interpersonal skills.
* Diplomacy and negotiation skills.
* Analytical skills and basic finance knowledge.
* Excellent IT skills, including proficiency with Microsoft Office (Word, Excel, Outlook).
* Knowledge of waiting‑list management and patient administration systems.
* Knowledge of business planning, performance management and staff management.
* Awareness of national policy concerning patient care and NHS developments.
Personal Qualities
* Ability to prioritise work amid changing and conflicting priorities.
* Ability to support and deliver cost‑improvement programmes.
* Ability to work independently and as part of a team.
* Attention to detail.
Disclosure and Barring Service Check
This role is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure and Barring Service check will be required to confirm no previous criminal convictions.
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