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 16,000 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
The post holder will manage the delivery of a high quality, safe and compassionate healthcare service to patients. They will have responsibility for ensuring that all administrative processes are efficient and effective and enable the team and the Trust to meet high standards of performance.
The post holder will have specific responsibility for driving forward excellent standards of customer service taking action where levels of service delivery fall short of what is required or do not uphold Trust values.
The post holder will line manage a team of administrators and will be responsible for organising workload and cover, recruiting and inducting new staff members, identifying training and support required by individuals and managing performance.
Main duties of the job
- Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards.
- Monitor, analyse and report on service quality, productivity and performance against agreed targets, including RTT, waiting times and correspondence turnaround.
- Be accountable through the operational management team and work collaboratively with the administrative teams to adhere to Trust standards.
- Support the development, implementation and improvement of services and administrative systems.
- Ensure compliance with Trust policies and supporting quality assurance across the service.
- Pro-actively highlight any system, procedural or capacity issues in line with the needs of the service.
- Provide operational oversight of patient pathways across relevant paediatric services.
- Ensure appointments, communications and care processes are delivered compassionately and efficiently (considering both outpatient and inpatient provision).
- Manage patient enquiries and complaints, ensuring timely investigation, coordination
of responses, liaison with clinicians, PALS and the complaints team.
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
Essential criteria
- Educated to degree level or equivalent experience
- Junior management qualification or equivalent experience to demonstrate competency
Desirable criteria
- Evidence of undertaking continuous professional development
Experience
Essential criteria
- Operational experience in a leadership capacity (people and processes)
- Significant NHS experience with sound knowledge of acute hospital processes
- Knowledge of Patient Administration System and other relevant Trust system
- Intermediate use of MS Excel or other spreadsheet packages
Desirable criteria
- Experience of using Cerner or other relevant Trust systems
- Experience giving presentations to groups
- Experience of audit management
- Experience of leading a project
Skills
Essential criteria
- Able to identify areas for improvement and implement processes as appropriate
- Information analysis skills and knowledge of using data to improve services, including a proven ability to interpret, manipulate and present data
- Proven ability in managing people, process, quality and productivity
- Ability to carry out audits and develop reports or spread sheets for others within the Trust
Right to work
If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on