Outpatient Assistant Service Manager

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Detailed job description and main responsibilities

Acting as a role model to team members, supporting both less experienced and other senior team members. Realise a culture that values the contribution of staff and empowers them to make changes that improves processes.

With the support of the Outpatient Service Manager, facilitate service modernisation and transformation projects across Outpatients in relation to planning and implementing new ways of working and introduction of new technologies to meet current and future service demands, achieving Trust and regulatory quality and service standards.

Assist and support in complaints and Inphase investigations, meeting lead times to minimise delays and reduce the number of formal complaints, leading to improved patient satisfaction, facilitating learning and sharing within the Outpatient team.

Responsible for the delivery of effective and timely appointment booking services that best meet patients' needs and enables the Trust to meet access targets, ensuring that the patient/service user experience is continually improved.

Ensure all patient transaction systems, policies, protocols and procedures are in line with the organisation's information governance policies, and that their development and implementation are evidence based and reflect national guidance and NHS standards and statutory obligations.

Accountable for ensuring robust systems are in place to monitor and evaluate Quality, Safety and Effectiveness across administration services for which they are responsible, ensuring any risks are proactively assessed, monitored and mitigation plans put in place.

Responsible for co-ordination of physical resources within areas of responsibility, ensuring robust financial arrangements are maintained with efficient and effective use of resources. This includes the use and allocation of permanent staff and the appropriate use of bank staff.

Ensure resources are used in a manner consistent with organisational objectives and policies, ensuring that resources are realistic, justified and of clear benefit to the organisation.

Work with the Admin Leads to assist with the escalation of capacity issues to Service Managers in a timely manner.

To hold responsibility for liaising with the Estates Department/IT regarding repair and maintenance of all equipment and software in use within the Outpatient department

To be responsible for the ordering and maintenance of stationery and equipment supplies, managing expenditure decisions within the level of delegated authority, and having an understanding of cost-efficiency.

To be the direct line manager for the Administrative Leads in the department to include (but not limited to) appraisal / individual performance review of staff, and ensure compliance within own team against the appraisal and statutory training policy and managing sickness absence.

Manage the operational delivery of outpatient services against key performance indicators, ensuring the efficient running of the department.

Provide and receive patient information, ensuring that all patient information is provided, received and recorded in accordance with the Data Protection Act

Develop own knowledge and skills and contribute to the development of others. Promote people's equality, diversity and rights.

To be responsible for recording of annual leave, sick leave and study leave for all departmental administrative staff, highlighting at an early stage areas of potential concern relating to performance and sickness targets.

Person specification

Qualifications

Essential criteria

• Evidence of significant Continuing Professional Development

Desirable criteria

• Knowledge of service provision in Outpatient

Experience

Essential criteria

• Strong, clear communication skills to all levels of workforce, Ability to motivate and lead teams to successfully meet goals and standards. Problem Solving.
• Experience of patient administration System (PAS) and its purpose
• Effective line management of staff

Skills

Essential criteria

• Strong, clear communication skills to all levels of workforce, Ability to motivate and lead teams to successfully meet goals and standards. Problem Solving.
• Ability to manage own workload and that of others in a highly pressurised environment

Desirable criteria

• Effective communication, negotiation and motivation skills

It is an exciting time to join the newly formed Bedfordshire Hospitals NHS Foundation Trust. We run two busy hospital sites in Bedford and Luton. Our 7,500 staff provide high quality care for a growing population of around 700,000 across Bedfordshire and the surrounding areas.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. Travel between hospital sites may be required. We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

All new staff will be subject to a probationary period covering their first six months in post.

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 (PDF, 240.4KB)
• Person Specification (PDF, 32.5KB)
• Functional requirements (PDF, 152.4KB)
• L&D Hospital site map (PDF, 96.8KB)
• Disclosure & Barring Information and Recruitment of Ex-Offenders (PDF, 78.5KB)
• Information for Disabled Applicants (PDF, 98.7KB)