Job Overview
The Medicine Division management team at NBT are looking to recruit a Support Manager on a full-time, fixed-term contract for 12 months.
Key Responsibilities
* Outpatient service management
* Performance management
* Complaint coordination
* Line management of administrative colleagues
Main Duties
The successful candidate will be assigned to Cluster 2 within the Medicine Division and will manage the secretarial, administrative and clerical staff and services that support the clinical practice for specialties including Geriatric Medicine, Infectious Diseases, Allergy and Immunology and Medical Virology.
Staff Management – Secretarial, Administrative, Clerical
* Manage staff attendance, absence and return-to-work processes.
* Ensure staff retention, training, appraisal and development.
* Maintain electronic staff files and annual leave processes.
* Recruit for vacant posts, conduct interviews and manage paperwork.
* Support IT systems (eRS, EDMS, Winscribe).
* Authorise time‑sheets and carry out rostering.
* Improve administrative processes and practices.
Outpatients and Performance
* Work with Central Outpatients Department to optimise clinic booking and utilisation.
* Oversee outpatient and elective waiting lists, ensuring compliance with pathways and national targets.
* Raise and authorise changes to clinic templates.
* Provide advice and guidance on timely turnaround.
* Contribute to demand and capacity modelling.
* Generate weekly reports on typing turnaround and outliers.
Complaints Coordination
* Point of contact for patient complaints relating to the specialties.
* Coordinate investigation and draft responses with clinicians and managers.
Other Responsibilities
* Deal with operational issues in partnership with support and specialty managers.
* Attend monthly management meetings, prepare agendas and action logs.
* Authorise invoices and process Freedom of Information requests.
* Participate in service development and redesign.
* Deputise for Specialty Manager within Medicine Division.
* Support Acute Provider Collaborative team for Single Managed Services.
Qualifications and Experience
* Educated to GCSE Level with a Grade C and above in English and Maths.
* Experience of working in the NHS and in an outpatient service.
* Experience of working in a multi‑disciplinary and busy team environment.
* Experience of working under pressure and to deadlines.
* Experience of working to fixed protocols and procedures.
* Experience of talking to patients/service users or working in a customer‑focused environment.
* Experience of using spreadsheets to record and track information.
* Experience of managing waiting lists and patient pathways (RTT and other national pathways).
Knowledge, Skills and Abilities
* Computer literate / possess keyboard skills.
* Ability to manage conflicting priorities according to service demand.
* Knowledge of the Lorenzo patient administration system.
* Excellent verbal and written communication skills; good telephone manner.
* Good organisational and time‑management skills; ability to prioritise and plan daily workload.
* Attention to detail and ability to complete tasks to deadlines.
Desirable Criteria
* Understanding of patient confidentiality, data protection and freedom of information policies as they relate to waiting times.
Personal Qualities / Special Circumstances
* Positive attitude that embodies the NBT Cares Value.
North Bristol NHS Trust is an equal opportunities employer.
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