Support Manager

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Detailed job description and main responsibilities

DUTIES AND RESPONSIBILITIES

1. Planning and service delivery
• To provide support to the assistant and deputy service manager to ensure the smooth running of operational services in line with service development plans
• Undertakes assessment of overseas visitors in relation to their eligibility for receiving care following the Department of Health Guidelines
• Works collaboratively with colleagues to ensure policy within central administration are developed and adhered to, organising working parties to review policy changes and the impact on these on other service areas.
• Plans and organises own time and workload and that of the team leaders within the department to ensure prioritisation of work that has an impact on patient care and service delivery.
• Co-ordinates activities with other health care professionals where detailed planning is required to ensure the department meets organisational targets for Referrals and Bookings and Outpatients Reception
• Produces regular monitoring and highlight reports and risk assessments for the Divisional Management team.
• Provides advice to patients / relatives on an individual basis, providing non-clinical information with regards to queries, complaints, and appointment issues
• Undertakes interviews with patients/ relatives with regards to patient surveys and patient experience audits.

2. Financial Management & Business Planning
• Authorised signatory for payments in relation to equipment for Referrals and Bookings and Outpatients Reception
• Support the assistant and deputy service manager in the day-to-day budget management duties, including monitoring spend against outpatient and central administration budgets.
• Develops and monitors schemes and action plans to implement cash-releasing efficiency savings targets.

3. Human Resources
• Supports the assistant and deputy service manager in the day to day management of staff within Referrals and Bookings and Outpatients Reception
• Supports the clinic supervisors in managing absence and undertaking return to work interviews.
• Ensures annual appraisals are undertaken on all line managed staff, monitoring the training and developmental needs of the department and supporting the clinic supervisors in addressing those needs.
• Supports the assistant and deputy service manager in the initial stages of disciplinary and grievance procedures.
• Responsible for the training and induction of Referrals and Bookings and Outpatients Reception staff; supporting the team leaders in delivery of training.
• Provides training on electronic patient record and clinic management systems to clinicians and other staff within the division.
• Provides guidance and advice on clinic management systems to the administration chambers across the Trust.
• Completes monthly absence reports for section using ESR, highlighting issues to be addressed

4. Communication
• Communicates complex and contentious information on health record and information management issues with clinicians, senior managers within Trust and across other external organisations and agencies.
• Provides advice on legislation governing health records to non-health records staff.
• Communicates and reassures patients and relatives, daily, with regards to queries about new patient referrals
• Regularly attends and participates in team meetings and works closely with the assistant service managers within the division.
• Ensures effective and lasting relationships with colleagues, staff, patients and other stakeholders are developed.
• Develops and implements processes that support good communications within service areas and the division.

5. Information Resources, Audit, Research and Development
• Maintenance of CareFlow/ EPR systems to ensure accuracy of information stored on systems and accuracy of medical records scanning processes.
• Manages the storage and retrieval of information/ notes from health records library in line with Trust policy.
• Responsible for the asset register for Referrals and Bookings and Outpatients Reception, ensuring that it is up to date and accurate.
• Participates in delivering change projects in service improvement and patient experience.
• Takes responsibility for personal continuing professional development

The above indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post holder.

Person specification

Qualifications

Essential criteria

• Degree Level or equivalent experience

Experience

Essential criteria

• Office management and supervisory experience
• Proficient in all aspects of Microsoft Office 2000
• Adept at managing a busy and diverse workload
• Very good office administration skills

Desirable criteria

• Working knowledge of NHS performance targets, i.e. 18 weeks

Skills

Essential criteria

• High level of interpersonal skills both written and verbal, Persuasive and facilitative.
• Ability to communicate effectively with individuals at all levels and across agencies.
• Ability to deal with patients/ relatives who have complaints or are in distressing situations.
• Ability to function under pressure and meet deadlines whilst maintaining a high quality of work.
• A team player who can work effectively with clinical and managerial colleagues
• Good analytical skills and the ability to deduce key points from complex data.
• Advanced level computer and keyboard skills.
• Advanced level use of patient information systems

Desirable criteria

• Proven interpersonal and communication skills to work with clinical and management colleagues at all levels across the organisation

Knowledge

Essential criteria

• Advanced knowledge and experience of administrative and health record policies and procedures.
• Detailed knowledge and advanced level use of patient information
• Sound working knowledge of NHS practices, policies and procedures.
• Good knowledge of clinical governance and risk management processes
• Experience of service improvement and reconfiguration projects.
• Experience of achieving set objectives and organizational targets.
• Experience of managing delegated budgets.
• Experience of working in a pressurized, unpredictable environment.

Desirable criteria

• Knowledge of clinical governance Knowledge across a range of clinical areas, the NHS and changes within it.

Values

Essential criteria

• Ability to demonstrate the organisational values and behaviours

The closing date for this post may be extended if there are insufficient applicants or brought forward if there is a high volume of applicants.

Application Information - If you have not heard from us within four weeks of the closing date, I regret that on this occasion your application will have been unsuccessful.

Sponsorship Information - We are an approved sponsoring organisation. Applications will be considered from applicants requiring sponsorship alongside all other applications. Please be aware, not all roles are eligible for sponsorship. You can review the list of eligible role and requirements on the government website.

Pre-Employment Checks - To confirm your suitability for the role, we will carry out pre-employment checks in line with NHS Employment Check Standards. These include:

• Identity verification
• Right to work check
• Disclosure and barring service (DBS)/Criminal record check (dependent on role, payment of this will be the applicants responsibility)
• Professional registration and/or qualification check
• Occupational health assessment
• Employment history and reference validation

All applicants external to The Christie NHS Foundation Trust will be required to provide their HMRC employment history to cover the most recent three years employment. This information will used to validate employment history and references.

If you require sponsorship, we will assess your eligibility based on current government guidance. If the role is not eligible and you cannot demonstrate your right to work, your conditional offer may be withdrawn.

✓ If You're Offered the Role - you will be agreeing to The Christie NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job information will also be transferred into the national NHS Electronic Staff Records system. Please note, all communication regarding your application will be made via email, please ensure you check your junk/spam folders as emails are sometimes filtered there.

The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and will form part of the recruitment process. In the event that you are successful following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.

Sponsorship Information - We are an approved sponsoring organisation. Applications will be considered from applicants requiring sponsorship alongside all other applications. Please be aware, not all roles are eligible for sponsorship. You can review the list of eligible role and requirements on the government website.

No Smoking Policy - You should be aware the Trust operates a No Smoking Policy and therefore employees are not permitted to smoke at work.

Additional Information - We want to ensure that everyone who works at the Christie or uses our services is welcomed, valued and treated with dignity and respect. The Christie values diversity and is committed to ensuring equal opportunities for all and fair representation across the organisation at all levels. In support of these commitments, we particularly welcome applications from Black, Asian and other ethnic minority people and people with disabilities for this post. Appointment will be only on merit.

We are committed to creating a balanced and diverse workforce. As such we welcome and encourage applications from people of all backgrounds. Together we will foster inclusion and tackle inequity and health inequalities in cancer care.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

The Christie NHS Foundation Trust is committed to the highest standards of ethical conduct and integrity in all our activities. We have a zero-tolerance approach to modern slavery in any of its forms, including slavery, servitude, forced or compulsory labour, and human trafficking. We are fully committed to acting ethically and with transparency in all our business dealings and relationships, and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our organisation or supply chains.

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 and Person Specification (PDF, 181.3KB)
• The Christie Values and Behaviours (PDF, 919.5KB)
• Strategy Brochure (PDF, 1.0MB)
• Travel to The Christie (PDF, 3.8MB)