Service Support 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

As a Service Support Manager, you will be responsible for supporting the implementation of service developments, delivery of access targets, delivery of quality and activity targets, and assist in development of strategy and foster a culture of clinical integration within the Division.

Main duties of the job

• Be responsible for managing the respiratory patient pathway, maintaining effective departmental systems and processes.
• Be responsible for validating the weekly and monthly 18 week performance reports and amending Referral to Treatment (RTT) codes and re-arranging appointments or treatment dates if necessary.
• To communicate directly with patients, General Practitioners and Specialist Consultant referrers both verbally and in writing with regard to waiting times, appointments and treatment dates.
• Work with other members of the wider team to ensure quality standards are adhered to.
• Ensure that the team is aware of relevant Trust policies and procedures relating to service delivery.
• Develop new processes for the service with a view continuously improving the patient experience.
• Identify the costs associated with service improvement and seeks approval before implementation.
• Create and prepare reports relating to service delivery and performance and recommends actions where areas of improvement are identified.
• Take responsibility for the even distribution of workload within the department, initiating amendments or improvements where necessary.

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

• Degree level qualification or equivalent training and/or experience

Experience

Essential criteria

• Knowledge of administration procedures and computerised software
• Operational experience in a managerial role.
• Provision of management information.
• Experience of using Cerner

Skills/Knowledge/ Abilities

Essential criteria

• Ability to prioritise and delegate tasks appropriately
• Excellent problem solving skills.
• Track record of influencing
• Understanding of providing excellent customer service

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, 768.3KB)
• Functional Requirement Form (PDF, 408.6KB)
• Our Strategy 2023-25 (PDF, 230.4KB)