Patient Services Manager

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Job summary

Regents Park Healthcare are looking for a Patient Services Manager to support our services at the Cambridge Heart Clinic.

REPORTS TO:

Senior Management Team

1. Chief Executive Officer

2. Cardiac Services Director

3. Finance Manager

HOURS:

Core hours 37.5hrs/week normally, 09:00 -17:00, Monday to Friday; however, flexibility may be required to support our services. This would however be discussed and agreed with you in advance. We expect there will be no requirement to work weekends or Bank Holidays without prior & mutual agreement.

LOCATION:

Cambridge Heart Clinic @ Addenbrooke's Hospital, Cambridge, UK

Main duties of the job

Appointment as Operations Manager for the Heart Clinic ensuring adherence to the requirements of the CQC

Ensure adequate and appropriate staff available, ensuring capacity matches demand

Drive in conjunction with SMT, business development & growth of the Heart Clinic

Act as information channel between the Clinicians and the SMT, ensuring ongoing development of a clinically led and patient focused service

Ensure equipment is in serviceable condition and arrange routine and acute maintenance as required

Delegate authority of ordering, receipt and checking of stock

Liaise with suppliers

Organise monitoring of quality and efficiency of services

Deal with any complaints/enquiries and determine response, consulting as required, with the SMT and/or MAC

Counsel staff on work related issues

Monitor medium and longterm operational effectiveness

Assess medium and longterm operational resource needs of staff and equipment

Facilitate internal and external meetings

Coordinate ongoing Mentoring, Education & Professional Development of all staff

Ensuring information on services provided by the Heart Clinic are not misleading and information provided by patients and prospective patients and their families is always accurate

About us

Regents Park Healthcare (RPH) delivers high quality, cost-effective cardiac care, through excellent service, efficient operations management, well-trained staff, and uncompromising professionalism. It operates across 42 NHS hospitals and 3 Regents Park Heart Clinics, including Dorset, Cambridge, and Peninsula.

At Cambridge Heart Clinic, we take immense pride in delivering the very best experience in order to achieve exceptional patient outcomes. Our world-class team of cardiologists and support staff prioritise the needs of patients and have garnered an outstanding reputation for delivering clinical excellence.

Job description

Job responsibilities

MAJOR RESPONSIBILITIES:

Business Resources - Report on the following core processes monthly to the CHC Senior Management Team (SMT):

1. Resource Management -Ensure the most effective and efficient utilisation and allocation of resources.

2. People Environment -Ensure compliance with all human resource policies and procedures. Promote effective communication processes and provide appropriate solutions to human resource matters ensuring the management of staff is conducted in a manner to achieve maximum growth for the corporate team and individuals.

3. Infrastructure Environment -Ensure the infrastructure environment is regularly audited and kept to a high standard. Review unsatisfactory operational issues while working with management and staff to develop solutions.

4. Regulation & Compliance -Ensure the Heart Clinic is run in accordance with the law and the national minimum standards. Achieving a minimum Good status at our next CQC inspection should be a target KPI.

5. Procedure & Protocols - Ensuring all CHC polices and protocols are up to date and relevant at all times.

6. Meetings - Attending regular programmed meetings with Trust, Consultant Cardiologists and any other stakeholder group. Responsibility for preparing agendas and distributing meeting minutes and action tables.

Patient Service - Report on the following core processes monthly to the SMT:

1. Reception & Outpatient areas -Ensure that all reception and outpatient staff adhere to and promote the designated procedures and protocols of their business area and are meeting all budgetary requirements.

2. Inpatient -Ensure that all inpatient staff adhere to and promote the designated procedures and protocols of their business area and are meeting all budgetary requirements.

3. Reporting -Ensure that all staff associated with the capture and reporting of data do so in an accurate and efficient manner at all times.

Referral Service - Report on the following core processes monthly to the SMT:

1. Marketing -Take active ownership for all marketing activities of the Heart Clinic across a variety of distribution channels. Including but not limited to GP liaison activities, websites and patient engagement events.

2. Referral -To increase the number of referrals to the Heart Clinic. To capture and monitor the source and type of referrals each month. To develop a heatmap of existing and potential referral bases. To shift market share and, overtime, to grow the marketplace.

Data Capture and Analysis - Report on the following core processes monthly to the SMT:

1. Data Capture -Ensure that all data capture staff are adhering to and promoting the procedures and protocols of their business area and are meeting all budgetary requirements.

2. Systems -Ensure that all systems staff are adhering to and promoting the procedures and protocols of their business area and are meeting all budgetary requirements.

3. Business Measurement -Provide a monthly report to the SMT on the progress and outcomes of KPIs (operational, quality, growth etc.)

DUTIES:

1. Direction -To provide direction and leadership towards the achievement of the Heart Clinic philosophy, mission, strategy, and its annual goals and objectives. Monitor and manage corporate culture to ensure that an environment exists in which corporate objectives can be achieved effectively. Confer with the SMT to establish strategic business objectives, to develop organisational policies, to coordinate functions and operations between working areas, and to establish responsibilities and procedures for attaining objectives.

2. Senior Management Team Administration and Support -Support operations and administration of the Senior Team when required.

3. Marketing -Support marketing, delivery and quality of our services. Liaising with clinicians, referrers, patients, suppliers, and subcontractors as required. Establishing and monitoring specific measurable marketing outcomes.

4. Facilities Management -Manage the Heart Clinic resources within budget guidelines and ensure staff comply to budgetary requirements enabling the greatest potential for business growth.

5. Human Resource Management -Effectively oversee the human resources management of the Heart Clinic, ensuring all staff follow and practice the policies and procedures of the business. Evaluate performance of key staff to ensure the attainment of their objectives.

6. Public Relations -Assure the Heart Clinic and its mission, processes, products and services are consistently presented in a strong, positive image to relevant stakeholders. Participate in external stakeholder meetings.

7. Safety -The role is committed to overseeing and ensuring a safe and hazard free workplace with accepted standards for the delivery of outpatient and invasive cardiology services.

Core Competencies

Energy: Deliver results, Ambition and Drive

Openness: Consumer & Customer Focus, Cross Collaboration & Networking

Growth: Innovation & Intellectual Curiosity, Coaching others and self

Agility: Adaptability, Judgement & Decision Making, Acumen

Humility: Knowing when to Ask for Advice

Other requirements:

Preparedness to travel across the UK at short notice with overnight stays when required
Full driving licence

Job description
Job responsibilities