Job overview
An exciting opportunity has arisen to join the Haematology outpatient team as a Business Support Manager.
This role will act as a key member of the Haematology management and leadership structure at Imperial College Healthcare NHS Trust (ICHNT) to provide dedicated support and oversight of our outpatient and daycare administrative team and pathways. Haematology has a busy OPD service based at the Hammersmith Hospital as well as an outpatient footprint at St Mary’s, delivering 40,000 outpatient episodes per year and an increasing activity and complexity of daycare services being provided as new treatments and care pathways are rolled-out in the service.
Therefore, the post holder will work closely with the Service Manager to effectively manage the people, processes and performance of this area of the Haematology service as well as the oversight and validation of our cancer and Referral to Treatment (RTT) pathways.
Main duties of the job
1. To provide an efficient and effective administrative service to a multidisciplinary team, acting as a source of expert advice and support for trouble shooting non-routine matters or resolving initial complaints.
2. To produce a regular clinic capacity/utilisation report to share with administrative and clinical staff, highlighting which clinics are currently running and the number of patients booked in.
3. To manage template changes for specified services liaising with the Cerner team as well as with medical records staff, main outpatients and the Choose and Book team as appropriate.
4. Identify any obstacles to the smooth organisation of outpatient clinic booking and develop and implement innovative solutions to address these.
5. Ensure that the team is aware of relevant Trust policies and procedures relating to service delivery.
6. Develop new processes for the service with a view continuously improving the patient experience.
7. Work closely with the service manager, administrative team and outpatient clinic staff regarding individual patient queries to ensure targets are met and patients are treated efficiently and equitably. To escalate issues to service manager when appropriate.
Working for our organisation
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
Detailed job description and main responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Person specification
Education/ Qualifications
Essential criteria
8. Evidence of further education to A-Level or suitable equivalent experience.
Desirable criteria
9. Educated to degree level or have equivalent experience / qualification.
Experience
Essential criteria
10. Operational experience in a managerial/ Supervisor role.
11. Experience of working in a complex environment and of problem solving / resolving issues as they arise.
12. Experience working in a healthcare setting and using a Patient Administration Sytem (PAS) i.e. Cerner
13. Experience tracking and managing patient pathways
Desirable criteria
14. Experience of working in the NHS.
Skills / Knowledge / Abilities
Essential criteria
15. Knowledge and understanding of cancer waiting times and 18 week RTT guidelines.
16. Ability to prioritise and delegate tasks appropriately.
17. High level of work organisation, self-motivation, drive for performance and improvement, and flexibility in approach and attitude
18. Strong sense of commitment to openness, honesty and integrity in undertaking the role.
19. Able to communicate contentious and or sensitive information to service users and internal colleagues.
Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).
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