Assistant Service Manager

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King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

Job overview

The post holder will be responsible for the line management of the administrative staff and for ensuring the smooth running of the directorate in relation to its administration functions. They will manage the administrative, clerical, secretarial and patient co-ordination needs of the directorate. Plus, ensure, through careful monitoring of workloads that activity targets are met and that patient management is in line with the patient access policy. Other key tasks will include managing various projects/developments from inception to implementation.

To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work.

Main duties of the job

1. Communicate complex or sensitive information clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g. General Practitioners.

2. Role model excellent customer service skills to the wider administrative team.

3. Manage and answer telephone calls related to the service in a courteous and prompt manner.

4. Provide patients with information about appointments or non-clinical advice and guidance regarding their care.

5. Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team.

6. Support administration staff to resolve complex queries that they have escalated, taking ownership of the query and ensuring a satisfactory outcome.

7. Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members or departments as required.

8. Receive and respond to e-mail and 'In-Basket' queries, monitoring, managing and triaging email correspondence to generic inboxes.

Working for our organisation

King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

1. Take overall responsibility for the administrative work carried out by the administrative team within a designated specialty or department.

2. Receive and register referrals on hospital information systems in line with the Trust's Elective Access Policy, ensuring that the administrative team are supported in doing the same.

3. Book, or reschedule, appointments or diagnostics for patients, in accordance with the Trust's Elective Access policy. Take responsibility for resolving complex booking and scheduling issues that have been escalated to you by the administrative team.

4. Proactively monitor the patient pathway in order to ensure that all elements of a patients care are arranged appropriately, and in a timely manner.

Identify potential delays or issues with a patient pathway or potential breaches, and take preventative steps to avoid these, i.e. chasing diagnostic tests, results of tests

See full job description

Person specification

Education & Qualifications

Essential criteria

• Educated to a degree level with experience in Administration
• A Level or NVQ level 4 in business administration or equivalent
• Evidence of continuing professional development
• A willingness to undertake further training

Knowledge & Experience

Essential criteria

• Experience of managing and supervising groups of staff.
• Extensive previous secretarial PA / managing administrative staff experience
• Experience in Healthcare
• Excellent analytical and problem solving skills
• Excellent word-processing and spreadsheet skills, including Microsoft word and excel
• Able to work on own initiative, managing own time and prioritise workload
• Understanding of multidisciplinary working

Desirable criteria

• Experience of using Epic IT system

Skills and Competencies

Essential criteria

• Effective role model, demonstrating Trust values
• Care and attention to detail and accuracy
• Able to work under pressure

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Click here to see the range of benefits we offer
• Please review the documentation on our recruitment microsite, particularly the Trust's criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications

King's Health Partners Academic Health Science Centre Website

King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.

Employer certification / accreditation badges

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

• JS & PS (PDF, 296.4KB)
• Denmark Hill Site Map (PDF, 1.2MB)
• Visa and Sponsorship Information (PDF, 352.6KB)