Service Improvement Manager
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Detailed job description and main responsibilities
For further information please refer to the job description and personal specification
To manage team leaders and their teams of Billing Officers who are responsible and accountable for the delivery of service improvements across the Billing and Credit teams within Private Care.
To provide weekly reports to management which reflect the performance of the team.
To provide action plans as required, in line with Trust policies, and pertinent to private care billing and credit control departmental activity and targets.
To ensure the establishment and maintenance of good relationships and communication throughout the Directorate, and with the wider Trust, promoting a culture where staff are actively involved in decisions on how services are provided and targets delivered.
The post holder is responsible for ensuring the accurate, efficient, effective and timely response to internal and external billing and credit control queries arising from private care work undertaken at the Royal Marsden Hospital Foundation Trust.
The post holder will manage process to deliver service improvements across Billing and Credit teams within Private Care, ensuring accurate, efficient, and timely billing services for all sponsors, hospital, and consultant fees. They will provide regular performance reports, implement and monitor compliance with Standard Operating Procedures, and define key performance indicators to support financial and operational excellence. Working collaboratively with colleagues across billing, credit control, and clinical departments, they will address queries, manage Healthcode exception activity, and resolve complaints to enhance service quality.
Person specification
Education/Qualifications
Essential criteria
- Degree and/or an appropriate professional qualification or equivalent
- Track record of continuous professional and management development
- Billing or credit management experience
Desirable criteria
- Masters level qualification or equivalent specialist knowledge acquired by experience.
Experience
Essential criteria
- Operational management experience within the NHS or Private Healthcare
- Proven experience analysing and interpreting performance data
- Proven experience in service improvement and development
- Proven experience of staff leadership and management
- Working without close supervision
- Proven ability to work to strict deadlines, including ensuring that the resources of the team are used efficiently to meet all deadlines
- Knowledge of business and strategic planning
Desirable criteria
- Proven experience in effective management of budgets
- Proven experience in service improvement and development
Knowledge
Essential criteria
- Keyboard skills and computer literacy (including knowledge of MS office packages)
Desirable criteria
- Knowledge of business and strategic planning
Skills Abilities
Essential criteria
- Commitment to high levels of customer service
- Leadership & influencing skills
- Presentation and communication skills
- Self-motivated with a proactive approach to problem solving
- Ability to analyse and interpret data and statistics e.g. activity trends, financial data
- Ability to work pro-actively and co-operatively with senior management and clinical and admin staff
- Experience of managing complaints resolution including receiving, investigating and responding formally to complaints
The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.
As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.
Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment.
All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.
Flu Vaccination - What We Expect of our Staff
At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.
The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.
Employer certification / accreditation badges
Documents to download
- Job Description and Personal Specification (PDF, 653.6KB)
- Job Features Form (PDF, 128.6KB)
- Royal Marsden Trust Values (PDF, 715.5KB)
- Workplace Wellbeing and Rewards Guide (PDF, 1.2MB)