Service Manager

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Fulfil your potential in hospitals that make history:

Charing Cross, Hammersmith, St Mary's, Queen Charlotte's & Chelsea and Western Eye.

With five world-renowned hospitals, Imperial College Healthcare NHS Trust is full of opportunity if you are looking to develop your healthcare career.

We are an NHS Trust of approximately 14,000 people, providing care for over a million and a half patients from north west London and beyond every year.

We have a rich heritage and an ambitious vision for the future of our patients and local communities.

With our partners, Imperial College London, and The Royal Marsden NHS Foundation Trust, we form Imperial College Academic Health Science Centre, one of 6 academic health science centres in the UK, working to ensure the rapid translation of research for better patient care and excellence in education.

We are proud of our heritage in innovation and we are early adopters of new insights in technologies, techniques and treatments for improving health.

Job overview

Are you ready to lead and innovate in outpatient healthcare services at Imperial College Healthcare NHS Trust? We are seeking an experienced NHS Service Manager for Outpatients to ensure the delivery of efficient and effective Outpatient Access Services.

In this pivotal role, you will work closely with the Deputy General Manager for Outpatient Access to align department processes with Trust targets, including RTT, 18 Weeks, and Cancer Targets. Your primary focus will be on supporting the Patient Service Centre in delivering exceptional outpatient services, ensuring seamless patient experiences and operational efficiency.

You will foster effective communication across all levels to maintain confidence in the Outpatient Access service among clinicians and administration staff.

Your responsibilities will span operational management, service development, performance management, financial oversight, and quality governance. As a proactive leader, you will drive continuous improvement initiatives, lead service improvement projects, and develop robust performance frameworks to exceed best practice guidelines. Financial acumen will be crucial as you manage budgets, implement cost reduction strategies, and ensure efficient service delivery within allocated resources.

You will lead a dedicated team, ensuring effective recruitment, retention, and development of staff aligned with Trust values and policies. Your role will involve managing staff performance, conducting appraisals, and fostering a culture of high morale and motivation.

If you are a determined and proactive leader with extensive experience in NHS operations, adept at managing change and driving service excellence, we invite you to join us in shaping the future of outpatient healthcare services at one of the UK's leading NHS Trusts.

Interviews will take place week commencing 9th Dec 2024

Main duties of the job

• To support the Deputy General Manager for Outpatient Access in delivering an efficient and effective Outpatient Access Service.
• To ensure the departments processes align with and support the achievement of Trust targets (RTT, 18 Weeks, and Cancer Targets).
• Provide expert advice and guidance to clinical divisions that manage their own Outpatient Access service.
• To support the Patient Service Centre in delivering an efficient and effective Outpatient Access Service.

Working for our organisation

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person specification

Education/ Qualifications

Essential criteria

• Educated to degree level OR extensive operational experience.

Desirable criteria

• Evidence of personal development

Experience

Essential criteria

• Experience of managing patient booking systems and processes
• Experience/understanding of the following areas: health and safety, risk management, modernisation and clinical governance
• Experience of leading meetings
• Proven experience of budget management and meeting cost reduction

Skills/Knowledge/ Abilities

Essential criteria

• Management of conflict / excellent negotiation skills
• Analysis of complex data, problem solving, and benefits analysis
• Ability to lead a team
• IT skills inc PowerPoint, Excel
• Management of conflict / excellent negotiation skills

Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).

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, 699.1KB)
• Functional Requirements Form (PDF, 272.6KB)
• Our Strategy 2023-25 (PDF, 230.4KB)