Assistant Service Manager - Planned Care

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Detailed job description and main responsibilities

Operational Management

• Provide hands-on operational management to designated areas of the Division, ensuring the delivery of services in line with expected service standards.

• Be accountable through the General Manager, Deputy General Manager and Service Manager for the monitoring and delivery of key quality, productivity and performance targets.

• Promote excellent customer service throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service

• Assist the Service Manager in ensuring that clinic templates, procedure schedules and rotas deliver care at times that meet service capacity and patient needs.

• On behalf of the Service Manager, work closely with the Service Directors and Clinical Directors to assure compliant working patterns for junior doctors, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service. Assist with the booking of additional medical staff as needed and maintain the relevant staffing spread sheets.

• Support the service manager with the investigation and co-ordination of complaints that are predominantly administrative/ medical related within the directorate working closely with medical staff and with the Patient Advisors. Ensure corrective action is taken in response to patient feedback

• Be responsible for effective communication systems within areas of management responsibility including regular team and departmental briefing.

• Facilitate partnership and integration between services across multiple sites e.g. in relation to aligning systems and processes, sharing best practice, improving data etc.

• Ensure effective clinic utilisation and capacity planning, identifying where there are inefficiencies or a lack of capacity and taking steps to address where productivity and access fall below targets

• Play a key role in ensuring effective systems of capturing high quality data and that all datasets are submitted to a high level of accuracy in line with required timescales.

• Identify service improvement or modernisation initiatives that will enhance the patient experience, improve the quality of care provided or enable improvements in performance; work with relevant staff and stakeholders in order to make recommendations in relation to the size and scope of the project.

• Manage small service changes or assist in wider change programmes as required, ensuring there is thorough planning, scoping, stakeholder engagement, patient communication and resource planning

• Proactively take steps to ensure compliance with internal and external governance and best practice requirements

• Identify and manage audits and service improvement projects in collaboration and with support of GMs, DGMs, SMs, Nursing and Medical teams

• Promote excellent customer service and patient experience throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.

• With support of the service manager, participate in business planning and ensure that there is enough capacity within the service to match the patient demand and needs.

• Participate in the production, implementation and revision of operational policies throughout the Directorate, instigating the changes to or implementation of policies and procedures

Staff Management

• Support Service Managers and Operational Admin Support B4 in emergency rotas, co-ordination of annual leave and study leave for clinicians, ensuring cover is always maintained and agency expenditure is minimised
• Support Operational Admin Support B4 in delivering their objectives
• Ensure close working relationships are maintained with the clinical professionals on all matter relating to patient care within the service

Financial Management

• Play an active role in identifying areas within the service where expenditure can be reduced and/or income generated (CIP)

• Be involved under the Service Manager's/ DGMs/GM instruction in the business planning process, producing capital and revenue business cases and proposals for service development.

• Undertake detailed information analysis of specific projects/reports requiring high levels of analysis.

• Contribute to the management of performance information, taking a lead for specific projects

General

These duties are not exhaustive and will be reviewed with the post holder, allowing for amendments within the broad scope and band level of the role. All duties must be carried out under supervision or within Trust policy and procedure. You must never undertake any duties that are outside your area of skill or knowledge level. If you are unsure you must seek clarification from a more senior member of staff. Appointment to this post is subject to the Rehabilitation of Offenders Act and the post holder is required to undertake a Disclosure & Barring Service Check (DBS). Once a job offer is made, all NHS staff must have a work health assessment that adheres to equal opportunities legislation and good occupational health practice. Any offer of appointment is conditional pending the successful completion of pre-employment checks, including a health assessment. Work health assessments are one of six employment check requirements that employers must undertake, as outlined in the NHS Employment Check Standards.

Person specification

Education and Qualifications

Essential criteria

• NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience GCSE or equivalent
• Computer Literacy Course
• AMSPAR Medical Terminology

Experience

Essential criteria

• Previous worked within an NHS or public sector environment/team
• Experience of using of IT systems and patient data systems

Desirable criteria

• Experience of using Cerner, Lilie, Lastword or other relevant Trust systems
• Experience of NHS acute Outpatient processes, medical records, waiting list management, capacity planning.

Important

• The closing date given is a guide only. There may be some occasions when we have to close a vacancy once sufficient applications have been received. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly as this is how we will communicate with you throughout the recruitment process.
• If you have not heard from us within 3 weeks after the closing date, we regret that this usually means your application was not successful.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Job Description and Person Specification (PDF, 1.4MB)
• Functional Requirements (PDF, 411.8KB)
• Guidance for applicants (PDF, 85.4KB)
• Policy Statement (PDF, 144.5KB)
• Staff Benefits and Wellbeing (PDF, 196.5KB)
• Recruitment Pack (PDF, 2.8MB)