Job summary
The Business Manager (BM) is accountable to the MSK Unit General Manager (UGM) and is responsible for the delivery of the private patient service across the trust. This involves delivery against key performance indicators across the service.
Day to day services will be managed in accordance with agreed objectives, targets, quality standards, controls and resource constraints. The post holder will also be responsible in ensuring delivery of the highest level of support administration and organisation to the senior management team.
The role will also have delegated authority for service improvements.
A key expectation of the post-holder is the application of best practices to ensure consistency of operation across all administrative support areas.
Main duties of the job
1. To manage the admission and patients' pathway for Private Patients at RJAH
2. To support the Managing Director for Planning and Strategy and Managing Director of MSK in developing current and new Private Patient services
3. To deliver and focus on operational and strategic decision making with respect to private patients with general administration and by compiling and analysing activity information
4. To improve and coordinate customer care for private patients
5. To ensure that all the relevant information on the private patient treatment is appropriately recorded clinically and for translation into an accurate invoice
6. To ensure that the necessary financial arrangements (guarantees, deposits and approvals) are in place to ensure that the invoices for these patients are paid
7. To line manage and support other members of the team
About us
The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH) is one of the leadingorthopaedic hospitals in the country, with some of the highest levels of staffand patient satisfaction, as well as a strong reputation for research andinnovation.
JoiningRJAH is more than just a job - we want our people to have the bestopportunities to thrive in their role.
Wehave a range of fantastic staff benefits on offer to everyone who joins RJAHand you'll have access to outstanding professional development opportunitiesand state-of-the-art facilities - including our recently-opened £6 millionHeadley Court Veterans' Orthopaedic Centre (the first unit of its kind in theUK).
RJAHhas strong links with a range of universities including Staffordshire, Keele,Glyndwr, Chester and Birmingham.
Thehospital is located on a site outside Oswestry in Oswestry, just off the A5.The nearest train station is in Gobowen, approximately two miles from thehospital. The station is part of the Chester to Birmingham line.
Weare based in North Shropshire, close to the border with North and Mid Wales. Itis one of the most attractive parts of the country, with a rich historicculture and excellent transport links. It offers outstanding opportunities foranyone who enjoys an outdoor lifestyle or is looking to raise a family.
Job description
Job responsibilities
Performance Management Ensure the delivery of outstanding customer service to all stakeholders and service users.
Introduce and report KPIs to ensure all private services are delivered in line with agreed standards.
Plan and oversee the day to day organisation of all administrative staff within the department, this will require working autonomously to understand and drive activity, operating targets, budget controls, and relevant HR management.
Plan and organise the administrative service within the department, setting the goals of the administrative service in order to fit in with the demands of the consultants timetables.
Develop and adapt policies and standardised procedures within the private patient unit to clearly define the private patient pathway and ensure a consistent, effective approach to private patient work in the trust.. The impact of these policies will be not only support the Private Patient Unit in its efficient running but also will benefit other support units such as Theatres, Wards, Radiology etc. This will require involve liaison with other private providers to ensure best practice is adopted.
Working with finance colleagues to develop and take ownership of thebusiness plan that looks at growth within the department but at the same time manages resources efficiently and effectively.
Ensure effective processes and procedures are in place to monitor and track performance against agreed activity within the service.
Ensure that effective systems are in place to maintain service delivery in the event of staff absences
Resolve day-to-day management issues within the service, organising andreallocating work where situations change due to variations to the work load and staffing availability. This may be due to a known absence but may also may be due to unanticipated absence meaning key roles such as reception areas need cover within the private patient that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed.
Develop with the information team data reports and manage the analysis of data so the senior management team have access to timely and accurate information on all key performance indicators on a regular basis.
Develop a thorough understanding of all areas within the departmentincluding management of pathways and the use of clinical IT systems.Ensuring the private patient unit reduces reliance on physical paper andutilises the benefits of electronic systems available and trailblazes the use of systems that will support an increase in activity or better utilisation,customer care and customer satisfaction.
Chair unit meetings, develop private patient forums, deputise for the UGM when required at departmental,internal trust and external meetings. Attend all senior meetings as the trust SME in Private work.
Responsible for resolution of day-to-day performance issues.
Manage day-to-day administrative tasks to support the clinical team, including leave management and rotas.
Arrange and plan certain key meetings, taking accurate minutes whenrequired.
Support the senior management team by preparing presentations.
Deal with telephone calls relating to the service, ensuring that patients and relatives are communicated with sensitively and effectively and issues are dealt with promptly and efficiently.
Liaise with other departments and members of the Trust to support thesmooth running and functioning of the department/service. This will include working with the theatre scheduling teams/allocation groupto ensure private allocation is given in a visibly fair manner and at the same time reducing the peaks and troughs in allocation to ensure a smoother, more consistent allocation of private lists.
Highlight opportunities and campaigns to raise the private practice profile of RJAH nationally
Liaise with consultants to manage their expectations and gain their support in delivering the best service a patient can expect.
A full list of responsibilities can be found on the attached job description.
Person Specification
Education and Qualifications
Essential
8. Educated to degree level or equivalent knowledge, skills and experience
9. Evidence of recent Continuing Professional Development
Previous experience
Essential
10. Evidence of leading successful projects and / or operational performance and improvement; including the development and monitoring of output and outcome measures
11. Experience of delivering outstanding customer service
12. Operational experience in supporting specific services including design, development, implementation and management of change in a multi-professional environment
13. Experience of administering budgets and demonstrable evidence of individual, team, financial, process and change management
14. Experience of line managing teams, demonstrable evidence of managing difficult situations, using and understanding relevant policies and procedures to ensure a satisfactory outcome
Desirable
15. Knowledge and understanding of the changing NHS environment
16. Managing Consultants and junior doctors
17. Private healthcare experience and / or experience of private services in the NHS
Skills/ Knowledge/ Ability
Essential
18. Effective people and project management skills
19. Use analytical and judgement skills including understanding and application of complex statistical and numerical data. Including development of reports and delivery of these reports to senior managers
20. Effective communication skills both written and verbal including formal presentation skills, influencing and negotiating.
21. The role requires frequent prolonged concentration on complex tasks with an unpredictable work pattern
22. Organisational skills and the ability to prioritise, meet deadlines and delegate effectively
23. Ability to find innovative ways of solving or pre-empting problems
24. Excellent computer and keyboard skills, including competency in MS Office programmes; in particular Excel. Daily user knowledge of key applications that support clinic and theatres utilisation, this will include Bookwise and Bluespier
Additional Information
Essential
25. A commitment to partnership working, inclusion of a diverse workforce and service integration
26. Comfortable working under pressure in a fast-paced, changing environment
27. Ability to have a flexible approach to the working day and having the ability to adjust behaviours to best suit the situation or to ensure the best outcome
28. Committed to promoting a culture of continuous improvement, actively seeking opportunities for personal and service development
29. Readiness to take initiative and exercise a high degree of autonomy and accountability
30. Ability to carry out the physical requirements of the post, with any reasonable adjustment