Overview
As the Assistant Service Manager in the Referrals and Bookings team, you will play a pivotal role in ensuring timely and efficient referral-to-appointment processes for our patients. You will oversee and optimise the referral and booking team, systems and processes, and deliver local and national overseas visitor policies and procedures. This role requires managerial and organisational skills to support outstanding patient care.
The Assistant Service Manager will have planning, performance and service delivery, financial planning, HR, IT and audit responsibilities and will support the Deputy Service Manager in internal and external day-to-day tasks. You will contribute to business planning to ensure service is appropriately resourced and organised to deliver planned activity and demand. You will lead on projects appropriate to the role and coordinate operational management of the department in collaboration with other managers and the Divisional Management team.
Responsibilities
* Coordinate operational management of the department with the Support Manager, Deputy Service Manager/Service Manager and Divisional Management team.
* Provide leadership and direction for the Support Manager and administrative teams, ensuring clear communication of policy, business objectives and targets.
* Implement effective performance management systems to ensure delivery of targets.
* Represent the department in performance, governance, finance and other meetings.
* Manage budgetary and financial duties, including authorised signatory responsibilities for payments within agreed limits; support day-to-day budget management and cash-releasing efficiency savings targets.
* Lead on business planning to ensure adequate resources and organisation of activity and demand; lead on projects relevant to the role.
* Plan and coordinate activities for service delivery, contributing to long-term plans and daily adjustments as needed.
* Collaborate with other health care professionals to meet organisational targets for Referrals and Bookings and Outpatients Reception.
* Oversee patient waiting lists related to referrals and booking/outpatient processes to ensure national targets are met.
* Undertake assessment of overseas visitors for eligibility for care according to Department of Health Guidelines.
* Plan and organise administrative and clerical support for the patient referral and booking system.
* Support the Deputy Service Manager to run operational services in line with service development plans.
* Develop plans to implement legislative changes impacting local administrative processes.
* Undertake complex staff planning, rosters, and allocation of tasks to meet service delivery requirements.
* Analyze, investigate and resolve complex administrative queries and issues; interpret data to develop performance reports.
* Propose and implement policies and procedures within outpatients and health records; align with Trust-wide objectives where applicable.
* Lead substantial programmes of work to improve administrative services across care pathways or target groups.
* Develop and implement strategies and process changes to achieve activity targets, including clinician liaison to influence practices.
* Provide non-clinical guidance to patients and relatives regarding the administrative pathway (appointments, waiting times, etc.).
* Develop own work plan aligned with divisional and Trust objectives; produce monitoring and risk assessment reports for the Divisional Management team.
* Offer advice to patients/relatives on non-clinical queries, complaints, and appointment issues; participate in patient surveys and experience audits.
* Generate financial management and business planning outputs; monitor spend against budgets and support efficiency targets.
* Ensure organisational procedures are deployed for budget control and organisational effectiveness within available resources.
* Utilise financial information systems for robust monitoring and resolve discrepancies as needed.
* line manage the Support Manager(s) and administrative staff; implement HR policies, recruitment, performance appraisals, sickness management, and disciplinary actions where necessary.
* Oversee training needs, induct new starters, and ensure staff competence and confidence; manage temporary cover for leave and vacancies to maintain service continuity.
* Address staff concerns in line with Trust policies; assess and adjust posts to meet changing workload; identify staffing needs for increasing workload.
* Develop and implement standard operating procedures; ensure workload planning and service provision remain effective.
* Support policy and service development, including innovation and technology adoption, and document procedures with regular reviews.
* Develops and maintains information management systems; coordinate with data quality teams on waiting times and NHS returns; ensure statutory reporting and data accuracy.
* Demonstrate analytical skills to inform service-related decisions and manage patient information storage and retrieval.
* Promote equality and diversity, challenge discriminatory behavior, and uphold rights within Trust procedures.
* Monitor health, safety and security, identify risks, and support risk management and incident reporting.
* Act as a role model by following risk management practices and ensuring staff training in health and safety.
Additional information
* In the absence of the Service Manager and Deputy Service Manager, attend meetings to convey divisional views and ensure issues are escalated appropriately.
* Follow risk management procedures and abide by all Trust policies; take responsibility for own professional development.
* This job description is not exhaustive; other duties may be required and the description is subject to regular review and modification.
* This advert closes on Tuesday 11 Nov 2025.
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