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 both local and national overseas visitor policies and procedures. You will act as a source of advice and guidance for staff, patients and other stakeholders, and contribute to delivering 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 manage staff within allocated teams (shared with the Support Manager(s)) and contribute to business planning to ensure resources meet planned activity and demand. You will lead on projects appropriate to the role.
Main duties / Responsibilities
* Coordinate operational management of the department working with the Support Manager, Deputy Service Manager/Service Manager and Divisional Management team.
* Provide leadership and direction for the Support Manager and the administrative team, ensuring clear communication of policy, objectives and targets.
* Implement performance management systems to deliver targets.
* Represent the department in performance, governance, finance and other meetings.
* Manage budgetary and financial responsibilities (authorised payments within limit); support the Deputy Service Manager in day-to-day budget management and cash-releasing efficiency schemes.
* Lead on projects appropriate to the role and provide support to the Deputy Service Manager to ensure smooth operation of services.
Please refer to the Job Description for a full list of main duties.
Job responsibilities (Detailed)
* Coordinate and plan activities for delivery of services, contributing to long-term plans and daily adjustments to meet service requirements.
* Provide leadership for the administrative team within the department, ensuring policy and targets are communicated and met.
* Oversee performance management, patient waiting lists, and complex staff planning to meet national targets and service delivery demands.
* Assess overseas visitors for eligibility for care in line with Department of Health Guidelines.
* Develop and monitor administration and clerical functions to support the referral and booking system.
* Support the Deputy Service Manager to ensure smooth operational running and implement legislative changes affecting administrative processes.
* Analyse data and produce performance reports; develop policies and procedures within outpatients and health records; lead on major improvement programmes.
* Provide nonclinical information to patients/relatives regarding queries related to the patient administrative pathway (appointments, waiting times, etc.).
Financial Management & Business Planning
* Authorized signatory for payments within agreed limits; monitor spend against budgets.
* Support budget management and develop schemes to implement cash-releasing efficiency savings.
* Ensure departmental procedures control activities against budget and deliver services within resources; analyse financial information for monitoring and resolution of discrepancies.
Human Resource Management
* Line management of the Support Manager(s) and administrative staff; implement HR policy including recruitment, discipline, performance appraisals and absence management.
* Oversee recruitment, performance reviews, induction, training, and development; manage sickness absence and return-to-work processes.
* Identify staffing needs and ensure efficient workload planning; manage temporary cover and staff concerns within policy.
Policy, Information Management & Service Development
* Develop and implement policies and standard operating procedures; ensure service planning and workload management are aligned with divisional and Trust objectives.
* Support information management, including external reviews, patient access systems, waiting time data, NHS returns and data quality.
* Lead on policy development to improve administrative services and pathways of care.
Equality, Diversity, Health & Safety
* Promote equality and diversity; challenge discriminatory behaviour; ensure health and safety is maintained and risks are managed.
Additional Requirements
* Represent the Service Manager in their absence; participate in governance and risk management discussions; adhere to all Trust policies and professional development requirements.
Qualifications and Experience
Essential
* Education to degree level or equivalent management qualification; or other specialist knowledge/experience in staff management, information systems, performance management, service improvement and legislation.
* Experience of working in a management role within the NHS; track record of achieving performance targets; experience working across departments to improve services; service improvement and reconfiguration experience; experience in a pressured environment and in staff management (HR & Performance).
Desirable
* Experience in NHS Acute Trust; NHS staff management experience.
Skills
* Ability to interpret and implement strategy; motivate a team; strong interpersonal skills; negotiation; change management; IT proficiency with patient information systems; analytical/problem-solving abilities; effective cross-agency communication.
Knowledge
* Knowledge of NHS services/functions; confidentiality; governance and risk management; business planning and its application; understanding of national political environment and change management concepts (Desirable).
Values
* Demonstrates organisational values and behaviours.
Other
* Team player; flexible; effective communicator; approachable; responsive to feedback; reliable.
Disclosure
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975; a disclosure check will be required.
Employer
The Christie NHS FT, Manchester, M20 4BX
Employer's website: https://www.christie.nhs.uk/
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