Senior Service Manager

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Job summary

An exciting opportunity has arisen for the right candidate to progress their management career within the General Medicine Care Group at the PRUH and South Sites. The Care Group provides the leadership for the Emergency Department, Acute and General Medicine. The Care Group was developed following the restructure in 2020 to allow focus the Emergency Department, Acute and General Medicine wards.

The specific role cover the General Medicine and Specialist Medicine Wards. You should have experience of delivering improvements to systems, processes and performance, working with the multidisciplinary team. Your experiences with staff management will provide you with the knowledge and skills to manage your teams with confidence using the excellent communication skills that you have developed throughout your career.

Main duties of the job

The successful candidate will be responsible for the management of the administration team within the services and ensure that all aspects of staff management are addressed.

They will also be responsible for managing the operational aspects of the services across the General and Specialist Medicine wards working closely with the Clinical Lead, Lead Nurse and Matron's.

About us

King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and around 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.

King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.

The trust-wide strategy Strong Roots, Global Reachis our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King's to another level.

Job description

Job responsibilities

In conjunction with the General Manager, support the Clinical Director, Clinical Leads, Head of Nursing, Lead Nurse and Matrons to:

Lead on the development of service strategy and annual plans for designated specialties as part of the annual planning cycle.

Support and promote the Trusts mission, values, aims and objectives

Produce accurate, high quality business cases and service development bids taking into account activity and income projections

Ensure strong operational and financial service performance against plans through identification of problems at an early stage and the initiation of corrective action

Service Management

Be responsible for the day-to-day operational management of the service, reporting to the General Manager on all matters affecting the delivery of core services including:

Support the Trusts performance and management framework and be accountable for performance in designated specialties against all key dimensions within the framework including the achievement of national targets, taking corrective action as required

To assist with the investigation and response to formal complaints as required, taking steps to ensure that lessons are learned from issues which give rise to complaints and that these issues are not repeated

To ensure that clinic administration is carried out in accordance with Trust policies, ensuring all clinic changes and other adjustments are carried out on PiMs quickly and efficiently and to continually monitor the effectiveness of clinic booking patterns

To be conversant with all operating systems and databases and to ensure that relevant staff have the skills to manage this effectively, in a manner that ensures the patient pathway is clearly understood

To monitor the quality and timeliness of patient related communication across services including the quality and accuracy of letter templates, the speed of turnaround for clinical letters, the use of voicemail and the responsiveness of staff when contacted by patients or referrers

To ensure adequate staffing levels of all staff groups within established resource

Where relevant, to ensure that rotas and on-call arrangements are in place through the service and that these comply with workforce and working time directives

To ensure effective communication systems are in place across and between specialties and other relevant service groups

To ensure the establishment and maintenance of good working relationships and communications with the wider Trust

To ensure collaborative partnership working with other Trusts, other NHS agencies and with other health and academic partners across the health economy and across Kings Health Partners

Service Improvement

Monitor the improvement programme for the services and associated work streams to support patient pathways

In collaboration with the Clinical Director, Clinical Leads, Head of Nursing, Lead Nurses, Matrons, AHP leads, General Manager and others facilitate patient pathway projects and improvements

To review and update standard operating policies and procedures, taking action as appropriate to enable continuous improvements to service quality

To work with specialty based staff to achieve sustained improvements including the following areas as appropriate :

4 hr A&E target

Inpatient efficiency e.g. length of stay and theatre bookings

Clinical Quality

Patient Experience

Financial efficiency e.g. coding depth and accuracy and service line profitability

Patient Access e.g. RTT and Cancer

To support and encourage appropriate innovation in clinical practice and in the way services are perceived by patients, recognising the importance of informed choice for all patients

To lead on changes to Information systems in conjunction with ICT as required to support the service

To encourage the appropriate development of quality systems, clinical pathways, guidelines and service protocols and to support the effective use of multi-disciplinary audit

Information and Planning

To introduce and maintain the Trusts performance and management framework for services and be accountable for performance against all key dimensions within the framework, including the achievement of national targets, taking corrective action as required

To review and escalate as appropriate performance indicator information in line with the Trusts performance management framework

Support Patient Target List management and validation

Validate and distribute reports and performance data to clinical teams.

Validate and distribute data on demand, capacity, waiting times and other performance metrics

Lead the development of robust information systems to support performance reviews

Develop a close understanding of data collection arrangements across the Trust

Work with the Business Intelligence Unit, with Contracts and with other departments to produce reports and information for clinical teams

Produce and perform presentations on performance for the Care Group and Site Executive management teams

Financial Management

To be accountable for the financial performance of delegated budgets within identified specialties, taking actions to limit spending when required

To deliver the objectives of the clinical services in line with commissioned activity and budgeted income

To develop cost reduction, income generation and efficiency proposals as required and implement them successfully

To lead implementation cost improvement initiatives focusing on income generation, on cost controls and on internal efficiencies as required and to implement agreed CIP programmes and plans

To ensure that all those within the services with influence over expenditure have the knowledge/ability and information required to understand the current financial framework

To ensure that valuable resources, for example endoscopy capacity, are used to maximum benefit

To ensure that all those within the services with influence over expenditure have the knowledge/ability and information required to understand the current financial framework and the impact of commissioning intentions

To authorise expenditure in line with Standing Financial Instructions and ensure that appropriate protocols are in place to control expenditure within budget

To monitor expenditure and ensure timely identification of budget variances, taking appropriate action to rectify such discrepancies

People Management

To lead, coach and manage the performance of the team in line with good people management practices

To agree objectives and review performance of staff, identifying individual training and development needs and promote continuing personal and professional development

To participate in regular performance appraisal meetings and ensure each member of the team has a clear set of objectives and development plans

To ensure the team is compliant with all statutory and mandatory training together with any professional training requirements, ensuring they are up to date and fully compliant

To manage absence and attendance in line with Trust policy ensuring the appropriate return to work meetings occur, e-roster is updated and productivity is at kept to the highest possible level

To ensure that medical rotas are appropriately managed

To identify and fill any vacancies that arise within the team in line with the Trusts recruitment policy and process

To identify talent and support the internal talent management process in order attract and retain and succession plan for your people

To review skills mix at regular intervals in order to identify any potential opportunities to maximise resource utilisation/allocation, ensuring job descriptions are kept up to date

To ensure overall wellbeing of the team is maintained

To ensure appropriate two way communication channels are in place and to communicate personally in a way that motivates and inspires staff

To ensure that teams consistently behave in a manner that reinforces the priorities and values of the Trust, addressing performance where it falls short of expectations

To develop effective team working across areas of responsibility to ensure the effective delivery of the service

To inspire staff towards continuous improvement and the delivery of excellent care through encouraging and supporting individual ideas

To ensure teams have clear roles and responsibilities and work as a team to support service delivery and patient care

Risk and Quality Management

To work with the patient safety, patient experience, risk & governance team to monitor and manage risk within specific services, to help investigate AIs/SUIs and to support the overall risk management structure of the Care Group, the Site and the Trust.

To ensure that the Risk Register for identified specialties is kept up to date and that key actions are completed

To ensure that all risk assessments are completed for areas within identified specialties

To work with colleagues across the Care Group and Site to effectively communicate and share best practice

To be responsible for establishing the methods for collection of data required by local, regional and national bodies to measure clinical performance

To ensure the data quality of quarterly statistical and financial reports in advance of commissioning meetings

Activity and Contracts

To maintain an up to date awareness of areas of variance against contracted performance in identified specialties, analysing and explaining the reasons for variation where it occurs

To work with clinical and administrative teams to achieve high levels of data quality and implement new systems where necessary

To manage external contracts with funding agencies, commissioning bodies and other organisations

To ensure effective processes and procedures are in place to monitor and track performance within the service against the performance contract with a particular focus on ensuring there is sufficient capacity to meet demand in the short and long term

Job description
Job responsibilities