Referrals and Bookings Assistant Service Manager

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Detailed job description and main responsibilities

DUTIES AND RESPONSIBILITIES

Coordinates operational management of the department working closely with the other managers including the Support Managers, Deputy Service Manager/Service Manager and Divisional Management team.

Coordinates and plans activities for the delivery of services, contributing to long term plans and making daily adjustments in order to deliver service.

Provides leadership and direction for the Support Managers and the administrative team within the department, ensuring clear communication of policy, business objectives and agreed targets.

Implements effective and appropriate performance management systems and processes to ensure delivery of performance targets.

Co-ordinates activities with other health care professionals where detailed planning is required to ensure the department meets organisational targets for Referrals and Bookings and Outpatients Reception

Responsible for the management of Trust patient waiting lists in relation the referrals and booking/outpatient team, ensuring robust processes are implemented to ensure all patients are seen within national targets.

Undertakes and manage the assessment of overseas visitors in relation to their eligibility for receiving care following the Department of Health Guidelines

Plans and organises a comprehensive administration and clerical function to support the requirements of the patient referral and booking system.

To provide support to the Deputy Service Manager to ensure the smooth running of operational services in line with service development plans

Makes plans to implement legislative changes which impact on local administrative processes.

Undertakes complex staff planning, organising rotas, allocating and reallocating tasks and staff on a daily basis to meet service delivery requirements.

Analyses, investigates and resolves complex administrative queries and issues/problems.

Interprets and analyses data in relation to performance management using Trust software to develop performance management reports.

Proposes and implements policies and procedures within outpatients and health records, some of which impacts across the Trust e.g. redesign of health information systems, redesign of case note architecture.

Leads on substantial programmes of work, to improve administrative services, across pathways of care or for specific patient groups as designated.

Develops and introduces strategies and process changes to ensure recurrent achievement of activity at target levels. This includes liaison with clinicians to influence working practices to achieve the necessary changes.

Provides advice to patients / relatives on an individual basis, providing non-clinical information with regards to queries relating to the patient administrative pathway for example, outpatient appointments, waiting times etc

Develops own work plan in line with divisional and Trust objectives, working within organisational and broad occupational policies

Produces regular monitoring and highlight reports and risk assessments for the Divisional Management team.

Provides advice to patients / relatives on an individual basis, providing non-clinical information with regards to queries, complaints, and appointment issues

Undertakes interviews with patients/ relatives with regards to patient surveys and patient experience audits.

Financial Management & Business Planning

Authorised signatory for payments in relation to stationary stores within agreed financial limit.

Supports the Deputy Service Manager in undertaking day to day budget management duties, including monitoring spend against budgets.

Supports the Deputy Service Manager in developing and monitoring schemes and action plans to implement cash-releasing efficiency savings targets.

Ensures organisational procedures are deployed across department for control of activities against budget.

Ensures that departments work to achieve organisational effectiveness and deliver services within available resources.

Uses and analyses financial information systems to ensure robust financial monitoring and budgetary performance, analyses complex financial queries or discrepancies in budget.

Human Resource Management

Responsible for the line management of the Support Manager(s) and administrative staff within the department to ensure that work is done effectively and on time.

Implements Trust strategy and policy for HR management and development including recruitment and selection, discipline, grievance, performance appraisals

Undertakes the management of recruitment and selection of staff with the support of the team leaders, ensuring compliance with Trust policy.

Provides appraisal/performance review of all administrative staff resulting in clearly understood objectives and personal development plans that reflects both the needs of the Trust and the longer-term goals of staff.

Manages sickness /absence in accordance with policy for the management of sickness absence; undertakes return to work interviews.

Takes action under Trust personnel policies (e.g. grievance, disciplinary, capability) where necessary.)

Ensures systems are in place within departments to identify poor performance, conduct issues and that any individuals identified are appropriately supported and managed within Trust policies

Oversee training requirements of staff within areas of responsibility, proactively looking for opportunities to enhance the team's knowledge and skill base. Ensure all new starters are inducted accordingly and supported to meet required levels of competence and confidence.

Manage the administration processes for temporary cover for annual leave, vacant posts and exceptional cover, for example, for sickness or maternity leave ensuring a smooth transition is always maintained.

Handle any concerns of supervised staff relating to both personal and departmental matters and aim to find solutions

Identify staffing needs necessary to support new and increasing workload of the directorate

Regularly assess existing posts within the department, make changes when necessary to assure levels of service and implement more efficient ways of working.

Policy and service development

Works within broad organisational and professional policies

Support the management team to implement innovation, technology, and new ways of working, contributing to policy and process development. These policy and process changes will impact outside the immediate work area and impact on other teams/departments.

Document and implement standard operating procedures within areas of responsibility, ensuring review on a regular basis to reflect current practice.

Responsible for the effective planning of the departmental workload and ensuring effective service provision. This will require complex short and mid-term plans to be drawn up but they will be subject to review and change as service requirements change.

Information Management

To support, where necessary, preparations for external reviews and quality assurance programmes.

Develops maintains and manages systems and processes required to support patient access.

Liaises with information and data quality team regarding patient waiting times; analyses complex information with regards to patient waits, investigating and resolving potential waiting time breaches

Co-ordinating responses to consultation documents and special initiatives

Support the development of strategic plans for the clinical development of departments

Manages the operation of systems which process, update and store information e.g. patient or staff

Display effective analytical skills when making service-related decisions. There will often be a range of options and the post holder will be required to effectively analyse situations and make judgements on the appropriate course of action.

Manages the storage and retrieval of patient information.

Interprets information to complete statutory NHS returns, ensuring that work is completed with local and national timescales and legal requirements

Equality and Diversity

To recognise the importance of people's rights and interpret them in a way that is consistent with Trust procedures, policies and legislation.

To challenge behaviour that infringes the rights of others.

To identify and take action where necessary to address discrimination and oppression

Health & Safety

Monitor and maintain health, safety and security of self and others in own work area

Identify and assess potential risks in work activities and help others in how to manage these risks appropriately

Act a role model and work within legislation and Trust procedures on risk management

Take immediate and appropriate action including supporting others to manage risks in relation to adverse incident reporting via hospital incident reporting system

Identify training needs in health and safety whilst identifying appropriate resources

Additional Requirements

In the absence of the Service Manager and Deputy Service Manager attend meetings, ensuring divisional views are conveyed on appropriate matters, such as clinical governance, risk management meetings and ensure issues are brought back to the directorate and division for further discussion.

Follow risk management procedures at all times including the identification, assessment and management of risk within the division.

To abide by all Trust policies and procedures

To be responsible for own professional /personal development.

This job description is not intended to be exhaustive but reflects the main responsibilities of the post holder. Other duties may be required from time to time, which are commensurate with the grade of the post. This job description is subject to regular review and appropriate modification

Person specification

Qualifications

Essential criteria

• Educated to Degree level or equivalent management qualification or Additional specialist knowledge and experience over a range of areas including staff management, information systems, performance management, service improvement and legislation

Experience

Essential criteria

• Experience of working in a management role within the NHS
• Track record of achieving performance targets
• Experience of working across departmental and organisational boundaries to deliver specific targets and to improve services for patients
• Experience of service improvement and reconfiguration projects.
• Experience of achieving set objectives, organisational and performance targets.
• Experience of working in a pressurised, unpredictable environment
• Experience of managing conflict
• Experience of staff management - HR & Performance

Desirable criteria

• Experience of working within an NHS Acute Trust
• Experience of staff management within NHS organisation

Skills

Essential criteria

• Ability to interpret and implement national and local strategy and policy drivers
• Able to motivate a team
• Good interpersonal skills both written and verbal.
• Able to negotiate at all levels
• Ability to implement and manage change
• Advanced key board skills, ability to use IT packages and patient information systems.
• Analytical and problem solving skills
• Ability to communicate effectively with individuals at all levels and across agencies.
• Good analytical skills and the ability to deduce key points from complex data in order to make decisions.

Knowledge

Essential criteria

• Knowledge across a range of NHS services and functions
• Understanding of confidentiality
• Has insight into strengths and development needs
• Knowledge of clinical governance and risk management agendas.
• Knowledge of business planning process and its application in service delivery.

Desirable criteria

• Knowledge of national political agenda, the external environment, including national and regional strategies and priorities.
• Knowledge of change management and quality improvement theory.

Values

Essential criteria

• Ability to demonstrate the organisational values and behaviours

Other

Essential criteria

• Team player
• Flexible to meet the needs of the role and service
• Effective communicator
• Approachable
• Responds positively to constructive criticism
• Reliable

The closing date for this post may be extended if there are insufficient applicants or brought forward if there is a high volume of applicants.

We want to ensure that everyone who works at the Christie or uses our services is welcomed, valued and treated with dignity and respect. The Christie values diversity and is committed to ensuring equal opportunities for all and fair representation across the organisation at all levels. In support of these commitments, we particularly welcome applications from Black, Asian and other ethnic minority people and people with disabilities for this post. Appointment will be only on merit.

We are committed to creating a balanced and diverse workforce. As such we welcome and encourage applications from people of all backgrounds. Together we will foster inclusion and tackle inequity and health inequalities in cancer care.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

All positions within the Christie are subject to the receipt of satisfactory written references, medical clearance and evidence of your Right to Work in the UK. Some roles will require a Disclosure & Barring Service (DBS) check. Please note if you are successfully appointed to a post with this Trust, you will be required to pay for your own DBS Disclosure.

By applying for this post you are agreeing to The Christie NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job information will also be transferred into the national NHS Electronic Staff Records system. Please note, all communication regarding your application will be made via email, please ensure you check your junk/spam folders as emails are sometimes filtered there.

If you have not heard from us within four weeks of the closing date, I regret that on this occasion your application will have been unsuccessful.

The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and will form part of the recruitment process. In the event that you are successful following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.

Overseas candidates wishing to apply for this position and who would require immigration sponsorship, may wish to self-assess the likelihood of obtaining a Certificate of Sponsorship for the post on the UKVI website.

You should be aware the Trust operates a No Smoking Policy and therefore employees are not permitted to smoke at work.

Employer certification / accreditation badges

Documents to download

• JD & PS (PDF, 243.7KB)
• The Christie Values and Behaviours (PDF, 919.5KB)
• Strategy Brochure (PDF, 1.0MB)
• Travel to The Christie (PDF, 3.8MB)