Assistant Service Manager – Glaucoma at Moorfields Eye Hospital, London, Fellowship.
We are looking to recruit an Assistant Service Manager for our Glaucoma Service within the City Road division. The role involves leading the administrative and clerical team, supporting the operational management of out‑patient and admission services, and ensuring compliance with national waiting‑time standards.
Job Overview
You will work closely with the Assistant Divisional Manager and be responsible for delivering high‑quality service to patients, staff and external stakeholders. You will manage a team of outpatient supervisors and clinic coordinators, ensuring excellent customer service and key performance indicators are met.
Main Duties
* Provide leadership to the administrative and clerical team.
* Assist with the operational management and delivery of out‑patient and admission services, ensuring compliance with national waiting‑time standards.
* Promote a positive image of the Trust’s outpatient services through excellent customer service to patients, relatives/carers and external stakeholders.
* Ensure high standards of data entry and quality across all services, in both paper and electronic records.
* Ensure adherence to the Trust’s Access Policy at all times.
Detailed Responsibilities
* Collaborate with outpatient supervisors and assistant divisional manager to run clinics smoothly on a day‑to‑day basis.
* Cross‑cover at City Road site as required for annual leave/sickness.
* Monitor clinic profiles and take action to rectify over‑booking issues.
* Ensure consultants receive weekly clinic profiles and follow‑up action is taken.
* Attend weekly out‑patient meetings with the assistant divisional manager and Booking Centre.
* Work with the Booking Centre to ensure appointments are booked within the appropriate timescale.
* Coordinate with the contact centre to respond to patient queries within agreed KPIs.
* Ensure follow‑up appointments are booked promptly.
* Ensure out‑patient reception staff collect and input ethnic coding and demographic details accurately.
* Act as first‑line investigator for complaints relating to A&C staff and forward responses to the assistant divisional manager.
* Manage annual leave requests from clinicians and maintain appropriate communication.
* Ensure clinics are cashed up daily for billing purposes.
* Ensure compliance with health records management requirements.
* Coordinate transport and interpreting services for out‑patient co‑ordinators.
Service Development
* Review and improve the service provided to patients in partnership with the assistant divisional manager.
* Lead change‑management projects within the department, division and across the Trust.
* Collect and collate out‑patient audit data.
* Review capacity/demand for virtual appointments, working closely with clinicians to maintain fast turnaround times.
Human Resource Management
* Line manage outpatient supervisors and support the management of outpatient co‑ordinators.
* Monitor performance of clinic co‑ordinators and set clear standards and objectives.
* Conduct staff appraisals and set personal development plans.
* Lead induction and ongoing training of the team.
* Ensure mandatory training compliance for A&C staff.
* Coordinate annual leave, monitor sickness and absence.
* Motivate and support staff to maximise patient care standards.
* Promote teamwork and effective communication across departments.
* Ensure adherence to Trust HR policies.
Person Specification
Qualifications
* Essential – Educated to degree level or equivalent knowledge, skills and experience.
* Desirable – Evidence of continuing education and development.
Experience
* Essential – Demonstrable capacity for operational/clinical service management in a hospital environment; experience of effective staff management and influencing change.
* Experience of working in a multi‑disciplinary team.
* Administrative experience.
* Experience managing patient pathways or similar complex organisational processes.
* Excellent computer literacy (MS Office, data analysis, report production).
* Awareness of NHS performance targets (e.g., Referral to Treatment).
* Desirable – Experience in a healthcare setting; use of patient administration system; awareness of NHS financial environment.
Knowledge / Skills / Abilities
* Knowledge of HR processes (sickness, performance management).
* Knowledge of NHS operational performance targets locally and nationally.
* Excellent oral and written communication, negotiation and interpersonal skills.
* Ability to develop, lead, motivate and influence staff to achieve service objectives.
* Analytical skills to interpret information effectively and develop practical solutions.
* Ability to work under pressure and meet deadlines.
Benefits
* Salary including High‑Cost Area Supplement.
* Opportunity to join the NHS Pension Scheme.
* Free 24/7 independent counselling service.
* Learning and development opportunities.
* Easy and quick transport links.
* A range of attractive benefits and discounts.
* Access to Blue Light Card and other NHS Discount Schemes.
* Free Pilates classes.
* Full support and training to develop your skills.
* Flexible working – friendly organisation.
Equal Opportunity
Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment we encourage applications from under‑represented candidates including BAME and disabled candidates.
Visa and Work Eligibility
Employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts.
Application Process
Applications will close before the advertised closing date. If you would like to discuss reasonable adjustments before applying or require an accessible version of any recruitment documents, please contact the recruitment team at moorfields.recruitment@nhs.net.
Contact
Job title: Assistant Service Manager – Glaucoma
Location: Moorfields Eye Hospital, London, Fellowship
Opening Reference
Post ID: 536.5KB (PDF)
Additional benefit brochure: 865.7KB (PDF)
Privacy notice: 138.0KB (PDF)
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