Business Support Manager
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Fulfil your potential in hospitals that make history:
Charing Cross, Hammersmith, St Mary's, Queen Charlotte's & Chelsea and Western Eye.
With five world-renowned hospitals, Imperial College Healthcare NHS Trust is full of opportunity if you are looking to develop your healthcare career.
We are an NHS Trust of approximately 16,000 people, providing care for over a million and a half patients from north west London and beyond every year.
We have a rich heritage and an ambitious vision for the future of our patients and local communities.
With our partners, Imperial College London, and The Royal Marsden NHS Foundation Trust, we form Imperial College Academic Health Science Centre, one of 6 academic health science centres in the UK, working to ensure the rapid translation of research for better patient care and excellence in education.
We are proud of our heritage in innovation and we are early adopters of new insights in technologies, techniques and treatments for improving health.
Job overview
Join Imperial College Healthcare NHS Trust at St Mary's Hospital. We are seeking a dedicated Business Support Manager to support and deputise for the Business Manager, providing leadership for Specialist Medicine Outpatient and Inpatient areas. The role involves clinic coordination, patient care management, staff supervision, and performance monitoring. Ideal candidates will have previous NHS management experience, excellent organisational and communication skills, and the ability to work autonomously and as part of a team.
Apply now to be part of a leading healthcare provider committed to excellence in patient care, education, and research.
Main duties of the job
- To communicate the clinic capacity chart on a regular basis to administrative and clinical staff, including clinic cancellations, which clinics are currently running and the number of patients booked in.
- To manage any template changes liaising with the Cerner team as well as with medical records staff, main outpatients and the Choose and Book team as appropriate.
- Implement and maintain an efficient internal system and process to ensure the outpatient access target is met for all new referrals to the Imperial College Healthcare NHS Trust Specialist Medicine service.
- To manage distressed, upset or angry patients on the telephone or face to face; to determine the complexity of a situation in order to resolve any problem, and if unable, to refer to the appropriate person
- To manage any complaints regarding Specialist Medicine outpatients or to pass on to the relevant member of staff where appropriate.
- To manage the inpatient and diagnostic waiting list, ensuring that access targets are appropriately adhered to and to liaise with the Business Manager/Ward manager regarding capacity issues.
- To arrange meetings, book appointments and manage an electronic/paper diary as appropriate.
- To participate in regular reviews of workload to ensure appropriate and efficient use of administrative resources within the department.
- To participate in the Trust performance review scheme including e-ksf and appraisals
Working for our organisation
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview. .
Detailed job description and main responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews, please view the Job Description attachment with the job advert.
Person specification
Education/ Qualifications
Essential criteria
- A-Levels
Desirable criteria
- Application Form/Original Certificate/Diploma
Experience
Essential criteria
- Previous experience as a manager of staff in the NHS
- Working in a pressurised environment
- Experience of working with multi-disciplinary teams
- Previous experience of working within a target based department in Medicine
- Previous experience of working with RTT and cancer rules and their applicationText
Skills/Knowledge / Abilities
Essential criteria
- Ability to use Microsoft Word, PowerPoint, Excel
- Ability to work autonomously, prioritise own workload & act on own initiative.
- Ability to work as a team player
- Ability to supervise effectively
- Good leadership skills
- Self-motivated /able to motivate others
- Excellent organisational skills
- Excellent oral and written communication skills
- Experience of liaising with patients
- Ability to delegate tasks effectively
- Ability to communicate with all staff in a multidisciplinary setting
Desirable criteria
- Excellent Budgetary management skills
Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).
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
- JD (PDF, 624.5KB)
- FRF (PDF, 304.6KB)
- Our Strategy 2023-25 (PDF, 230.4KB)