Key Responsibilities
* Lead the day-to-day delivery of key patient communication services, including the Patient Contact Centre, 2WW Bureau, Switchboard, Elective Access Services & Services, e-Referral Service, Letter Production and Clinical Transcription.
* Drive service improvement and modernisation projects, working collaboratively with clinical, digital and operational teams across all sites.
* Monitor performance against local KPIs, analyse service data and implement action plans to improve quality, efficiency and patient experience.
* Provide visible leadership to service managers and staff, ensuring effective communication, engagement and a supportive team culture.
* Oversee risk management, business continuity processes and incident responses across all services within the remit.
* Manage budgets related to performance improvement projects and contribute to cost-effective service development and income generation opportunities.
* Have day-to-day accountability and responsibility for the service delivery of the Patient Contact Centre, 2WW Bureau, Switchboard, EA Services & Systems (including e-Referral Service, Letter Production & Clinical Transcription) across all Trust sites.
* Lead and facilitate the implementation of designated Service Improvement Projects within the remit.
* Improve and modernise services linked to identified projects, working collaboratively with relevant teams across all disciplines.
* Monitor local Key Performance Indicators (KPIs) and performance targets, creating and implementing action plans to address failures, thereby improving standards and quality of services.
* Line‑manage Band 7 Service Manager posts.
* Work closely with the Deputy Director of Elective Care and develop effective working relationships with peers across medical, nursing, administrative, managerial and other disciplines to achieve Directorate, Divisional and Trust objectives.
Project Management
* Lead accountability on identified Service Improvement projects ensuring that there is full implementation across the service within a defined time‑frame.
* Ensure that plans for required service improvements, service developments and income generation opportunities are realised.
* Monitor and report project Key Performance Indicators and progression through the Management team meeting and Outpatient Steering Group.
* Challenge existing practice and engage with key internal and external stakeholders to modernise and improve patient service in line with Service Improvement initiatives.
* Plan, facilitate and lead preparatory meetings, events, workshops and project meetings.
* Acknowledge the importance of flexibility and adaptability regarding amendments of service improvement initiatives to reflect the changing requirements of the Directorate, Division and Trust.
* Ensure robust communications mechanisms are established to support the development and delivery for service improvement initiatives/projects.
Service / Operational Management
* Devise, develop and implement new ways of working in conjunction with clinicians, other healthcare professionals, support and HR staff. This might include new technology, re‑defining processes, skill‑mix reviews and other staffing strategies within delegated areas.
* Implement effective communication strategies and techniques with staff to promote involvement, effective decision‑making and a common sense of purpose.
* Ensure business continuity plans for all areas are reviewed and updated annually.
* Ensure any risks identified are logged on the Risk Register with controls and reviewed on a regular basis.
* Produce monthly reports for all local KPIs and performance targets.
* Create action plans arising from KPI failures, Datix incidents and complaints and monitor implementation.
* Monitor service provision of service providers locally and liaise with them in relation to quality and service issues.
Professional Responsibility
* Provide specialist knowledge and act as an expert resource as required at Departmental, Trust and National level.
* Act as a role model promoting high standards of care and ultimate professional behaviour and attitude.
Staff Management and Human Resources
* Be a visible leader facilitating and encompassing staff within and outside the remit to contribute to the overall strategic direction of the service.
* Line‑manage Band 7 Service Manager posts within the remit.
Financial and Activity Management
* Monitor and control expenditure and income with relation to specific Performance Improvement Projects.
* Work within the defined budgets for the area, escalating any potential variances in costs which may arise as a result of planned service changes.
* Identify and implement plans for cost improvements, service developments and income generation opportunities.
Strategic Development
* Support service development derived from the Trust's Strategic Review process.
* Encourage a climate that allows front-line staff to question and redefine how their work is undertaken ensuring the ongoing development of patient‑centred focus and cost‑effective use of resources.
* Formulate and implement effective communication strategies in recognition to ensure the smooth introduction of planned organisational change.
* Refine service pathways to improve standards of care, address government issues, improve efficiency and tariff income.
* Ensure the appropriate level and quality of service for the effective delivery of a cost‑effective, patient‑focused service.
* Implement Trust policies, procedures and standards as agreed by the Trust and Executive Boards.
* Work with clinical services and external agencies as necessary in order to provide a seamless, responsive service to patients and clinical services.
Quality and Risk Management
* Develop, implement and maintain risk management and quality assurance policies and systems that comply with the Trust's strategies for clinical effectiveness and a safe workplace.
* Report and investigate incidents and risks within the Service where appropriate, taking relevant action to reduce these and making recommendations for changes to be made in order to improve the quality and safety of services.
* Contribute to the Directorate's annual clinical governance quality plan and co‑ordinate the completion of periodic clinical governance reports as required.
Miscellaneous
* Take reasonable care of his/her own Health and Safety, and that of any other persons who may be affected by his/her acts of omission.
* Adopt a flexible attitude towards the above duties, and additional tasks in keeping with the post may be added to the job description after discussion with the post holder.
* Work at all times in a professional manner maintaining a high level of collaboration and communication with clinical/management colleagues.
* Represent the Directorate at wider Trust forums where appropriate deputising for the Directorate Lead where necessary.
Essential Criteria
* Senior NHS operational management, including staff, budgets, KPIs and pathway improvement.
* Specialist knowledge in the service area.
* Understanding of current NHS issues.
Desirable Criteria – Experience
* Independent sector management experience.
* NHS e-Referral Service knowledge.
* Cerner Millennium (technical/clinic build) experience.
* Degree or equivalent.
* Management qualification (e.g., MBA).
Desirable Criteria – Skills & Qualifications
* ECDL or equivalent IT training.
* PRINCE2 Foundation/Practitioner.
* Strong leadership and project management.
* Analytical, problem‑solving and decision‑making skills.
* Influencing, negotiating and conflict‑resolution skills.
* High‑level written, verbal and presentation skills.
* Ability to manage complex workloads, lead teams and communicate effectively.
* Ability to develop communication strategies, chair meetings and engage stakeholders.
* Full range of management responsibilities in multi‑disciplinary settings.
* Ability to meet performance targets within financial controls.
* Manage and monitor project expenditure; support income generation.
* Department of Health initiatives.
* Business planning and service development.
In this pivotal role, you will drive service performance, lead improvement and modernisation projects, and ensure high‑quality, efficient and patient‑centred communication across all OUH sites. You will work closely with clinical, digital and operational teams to enhance pathways, strengthen service delivery and support the Trust in meeting its operational and strategic priorities.
About Oxford University Hospitals NHS Foundation Trust
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals – the John Radcliffe Hospital, Churchill Hospital, Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. Our values, standards and behaviours define the quality clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.
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