Job Summary
The Service Lead will support the Senior Management Team by providing day-to-day operational management support within the designated services.
The post-holder will be responsible for providing timely, efficient and effective operational management support, with the overall aim of ensuring that services are responsive and provided to the highest possible clinical and performance standards.
He/she will also support the development and implementation of projects to improve service delivery and patient experience in key areas and will help to ensure that performance and quality targets are met.
The post holder will be responsible for line management of the administrative team to ensure that all booking processes are maintained for the services, working together with the Team Leaders.
The post holder will be responsible for the management of the Clinical and administrative rotas for the designated services.
The post holder will ensure confidential and sensitive information is kept secure; specifically keeping personal information secure and respecting the confidentiality of service users, in accordance with current Data Protection regulations.
The post holder will work independently and follow Organisational policies and procedures. The post holder will be expected to act independently ensuring that daily tasks and ongoing workloads are prioritised and completed in agreed timeframes.
This is a role with lots of variety and ad hoc demands and so the post holder will possess excellent time management and planning skills.
Main Duties and Responsibilities
Management Support
§ Support the day-to-day efficient and effective operational management of the defined service areas, reporting to the Senior Management Team all matters affecting the delivery of core services.
§ Work with clinical teams within the defined service areas to create Clinical rotas, respond to operational issues on a day-to-day basis, and ensure issues are swiftly resolved.
§ Provide line management of Administrative staff and Medical Secretaries, ensuring that administrative processes are consistently met.
§ Ensure that identified equipment issues are addressed in a timey manner to support the efficient management of sessions
§ Facilitate effective communication between and across service areas, ensuring that communication systems are in place to support the delivery of safe and effective care to patients
§ Develop initiatives and manage the implementation of projects to modernise services and improve facilities and working practices to meet organisational and service delivery plans.
§ Support the development and implementation of local delivery plans that will meet service needs and are in line with agreed corporate objectives and priorities.
§ Ensure that administration support for clinical services is delivered efficiently and effectively, reporting to the Senior Management Team any issues or difficulties, and implementing steps to improve administrative support, as necessary.
§ Be actively involved in the complaints management process in line with Organisational policy
Performance Management
§ Gather, collate and analyse performance management information for the defined service areas and escalate to the Quality & Operations Leadany targets or indicators which the service(s) are at risk of not meeting in accordance with Contractual obligations.
§ Support month end and RTT validation and Key Performance Indicators, escalating concerns to the Quality & Operations Leadas appropriate
§ Suggest and agree with the Quality & Operations Leadcorrective measures and actions to address identified performance issues and ensure that agreed measures are communicated to the relevant teams and implemented in full.
§ Responsible for ensuring that day-to-day monitoring of the patient pathway takes place, informing the Senior Management Team about any delays, obstacles and issues and actions required to resolve these.
§ Support the Quality & Operations Lead by writing reports on key performance issues, presenting and delivering reports at relevant meetings and forums.
Workforce and development
§ Support the implementation of the Staff Survey and actively engage with the teams with the overall aim of ensuring that staff are able to contribute effectively to the achievement of objectives and targets
§ Oversee departmental rotas where required, ensuring safe cover at all times. Escalating and liaising with clinicians and management where there is a risk to this being achieved.
§ Ensure that key workforce performance issues such sickness absence, appraisal, statutory and mandatory training, and staff engagement are given sufficient attention by clinical and support teams. Liaising with the Senior Management Team and HR Manager in relation to staff whose performance falls short of the required standard and which is proving detrimental to the service.
§ Support the implementation of agreed measures to address workforce equality objectives.
Service Improvement
§ Lead specific pathway and service improvement projects, as agreed with the Senior Management Team
§ Work with clinical and administrative colleagues, to help achieve sustained improvements, including in the following areas (not an exhaustive list):
* Efficiency: for example, reduction of DNAs and provider cancellations
* Clinical quality
* Patient satisfaction
* Financial efficiency
* Patient access targets
§ Help to monitor service improvement programmes and associated work streams that support specific patient pathways.
Financial and Information Management
§ Work with the teams to ensure awareness of costs and effective use of resources.
§ Identify cost pressures and develop/support and initiatives to support cost effectiveness
Leadership
§ Provide visible and competent operational management to staff within the defined service area, motivating and empowering staff to deliver high standards
§ Support and disseminate the core values of the Organisation, listening and acting on staff and patient feedback
This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time, to ensure appropriate provision of management support across the designated teams, and this description will be subject to review in consultation with the post holder.
Infection Control Statement
The post holder has an important responsibility for, and contribution to make, towards infection control and must be familiar with the infection control and hygiene requirements of this role.
These requirements are set out in the National Code of Practice on Infection Control and in local policies and procedures. These standards must be strictly complied with at all times
Confidentiality
In the course of your employment you will have access to confidential information relating to the Organisation's business.
You are required to exercise due caution in the way you use such information and should not act in any way, which might be prejudicial to the organisations interests. Information which may be included in the category which requires extra consideration covers both access and to the general business of the organisation and information regarding individuals.
If you are in any doubt regarding the use of information in the pursuit of your duties, you should seek advice from your manager before communicating such information to any third party.
Data Protection
Beacon Medical Services Group is registered under the Data Protection Act 1998. You must not, in any time, use the personal data held by the organisation for a purpose not described in the Register entry or disclose such data to a third party. If you are in any doubt regarding what you should or should not do in connection with the Data Protection Act and General Data Protection Regulations (GDPR) then you must contact your line manager or appropriate senior lead at the time.
Health and Safety
Employees must be aware of the responsibility placed on them under the Health and Safety a Work Act to maintain a healthy and safe working environment for both staff and visitors. Employees also have a duty to observe obligation under the organisation safety policies, and to maintain awareness of safe practices and assessment of risk.
Equality and Diversity
The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
§ Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with Organisation Policies and Procedures and current legislation
§ Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
§ Behaving in a manner which is welcoming to the individual and is non-judgemental and respects their circumstances, feelings, priorities and right
Skill/Experience
Previous Experience within Healthcare Provider/NHS setting
Previous experience of line management
Communication & Relationship skills
Good written and verbal communication skills, including legible handwriting and an effective and courteous telephone manner.
Able to demonstrate tact and diplomacy
Ability to contribute to team working and to develop good working relationships
Ability to demonstrate commitment to and skills in customer care Knowledge training & expertise.
Previous clerical experience coupled with the ability to liaise with all staff disciplines.
ECDL or proven equivalent experience in Microsoft applications, e-mail and internet browsers
Knowledge of Patient Administration systems.
Analytical Skills -Ability to work under pressure within a co-operative multi-disciplinary team based working environment
Problem-solving skills Planning & organisational skills - ability to use own initiative.
Job Type: Full-time
Pay: From £35,000.00 per year
Benefits:
* Company pension
* Referral programme
Work Location: In person