Job summary
An exciting opportunity has arisen for an Assistant Service Manager to the join the Rehabilitation and Therapies Directorate at Royal Brompton and Harefield Hospital.
This role is to support the Service Manager in the delivery of services. This will involve delivering against targets, ensuring the provision of a high quality administrative services to patients, AHP colleagues and clinical teams. The post holder will be responsible for the management of teams of staff including service delivery personnel, cross site admin team and lead on different improvement initiatives.
There will be other Assistant Service Manager's (ASM) across the 2 hospitals. This post will focus on managing the core R&T admin teams, but there will be cover for each other in times of absence and allow for support to one another on larger pieces of work and projects. There are some shared administrative roles within the department which the ASMs share management responsibilities for.
Main duties of the job
This role provides support to the Service Manager in the day to day operational management of the Rehabilitation and therapies department. The post holder will be expected to operationally manage the service to ensure effective processes and procedures are in place to collate, monitor and track performance against the local and national targets.
The post holder will hold line management responsibilities for members of the administrative team and will also be financially responsible for a non-pay budget of up to £500.
The post holder needs to be able to problem solve, and deal with day to day management issues including organising and allocating work across our teams.
About us
Guy's and St Thomas' is one of the largest hospital trusts in the country, with a staff of almost 11,000, a turnover of over £600 million and 900,000 patient contacts a year
The Trust comprises two of London's oldest and best known teaching hospitals. The hospitals have a long history, dating back almost 900 years, and have been at the forefront of medical progress and innovation since they were founded. Both hospitals have built on these traditions and continue to have a reputation for excellence and innovation.
We are part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between one of the world's leading research-led universities and three of London's most successful NHS Foundation Trusts. Our AHSC is one of only five in the UK. It consists of King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts. King's Health Partners includes seven hospitals and over 150 community based services, is responsible for seeing 2 million patients each year, has 25,000 employees and 19,500 students, and a £2 billion annual turnover. Itbrings togetherthe best of basic and translational research, clinical excellence and world-class teaching to deliver groundbreaking advances in physical and mental healthcare. See www.kingshealthpartners.org
Job description
Job responsibilities
Operational Management
- Support the Service Manager in managing the services to ensure effective processes and procedures are in place to collate, monitor and track performance against the local and national targets. This will require working autonomously to understand & meet operating targets, budget controls, and relevant HR management.
- Problem solve all day to day management issues, organising and reallocating work where situations change due to variations to the work load and staffing availability
- Exercise delegated authority on behalf of the service manager, DGM and clinical leads to resolve day-to-day management issues within the service.
- Manage the analysis of data so managers have access to timely and accurate information on all key performance indicators.
- Plan and organise the service within the department, setting the goals of the admin team in order to fit in with the demands of the growing series.
- Undertake and co-ordinate service related projects as and when required.
- Following the correct process to ensure all requests for outpatient clinic cancellations are made in a timely fashion, raising any concerns with the service manager regarding capacity
- Ensure the appropriate paperwork is completed for all new starter (and leaver) doctors and training arranged
- Monitoring the patient pathway to ensure that the care plans agreed in clinic and at MDT meetings are (e.g. referral for diagnostic tests or onward referral) are put into place.
- Review existing clinic profiles to ensure clinics run smoothly, and appointment slots are of the appropriate length for patient needs
- Liaise with the outpatient team and clinic receptionist to book patients appointments and ensure patients are booked into the correct clinic, as identified by the AHP colleagues.
- Ensure that outpatients waiting times are maintained to the agreed target and monitor the progress of the patient pathway alongside the 18 week target
- Responsible for the design and implementation of audits in collaboration with Heads of Service
- To investigate complaints, as delegated by the Service Manager, in line with Trust Policy
- To contribute to the modernisation of patient services including that delivered by the medical secretaries
Financial Management
- Manage a delegated non-pay budget within the service ensuring that expenditure is within agreed limits. This would include signatory responsibility for requisition and authorising signature for ordering, up to the amount of £500.
Staff management
- Day to day managerial responsibility for all administration and secretarial staff within the medical secretarial service & others where agreed.
- Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development
- Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service.
- Ensure all staff comply with relevant Trust policies and standing financial instructions
- Recruit and induct A&C staff in line with Trust policies and procedures.
- Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery
- Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the service.
- To ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing & booking systems are effectively managed
- Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services
Overseeing Admin team's duties
- Check and monitor all clinical correspondence to set appropriate quality standards for all new staff
- Effectively communicate to a multi disciplinary group of people
- Arrange, plan and take comprehensive and accurate minutes at meetings and to log actions of meetings and be responsible for ensuring that such actions have been carried out
- Provide high quality administrative support to clinical teams when required
- When appropriate, type clinical letters which may include those of a distressing or emotional nature as well or other relevant correspondence and documents required.
Communication
- Demonstrate interpersonal skills when dealing with all levels of staff across the Trust using persuasion, tact and reassurance where necessary
- To deal with all telephone calls related to the service, ensuring that callers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently
- Handle confidential patient material in a sensitive and discrete fashion in compliance with Trust policy and procedure
- To be able to influence, motivate and involve individuals and teams to reach necessary performance targets expectations
- Liaise with other departments and members of the Trust to ensure the smooth running of the office and to assisting the functioning of the team.
Other responsibilities
- Preparing data and results for audits and presentations, including graphical presentations
- Ensure data in the clinical databases is kept up to date and valid
- Working with the lead clinician, specialist nurse and all other members of the MDT Team to ensure that the information entered in the database is of the highest quality and validity
- Any other Adhoc duties and tasks delegated to them which are commensurate with the grade of this role.
Job description
Job responsibilities
Operational Management
- Support the Service Manager in managing the services to ensure effective processes and procedures are in place to collate, monitor and track performance against the local and national targets. This will require working autonomously to understand & meet operating targets, budget controls, and relevant HR management.
- Problem solve all day to day management issues, organising and reallocating work where situations change due to variations to the work load and staffing availability
- Exercise delegated authority on behalf of the service manager, DGM and clinical leads to resolve day-to-day management issues within the service.
- Manage the analysis of data so managers have access to timely and accurate information on all key performance indicators.
- Plan and organise the service within the department, setting the goals of the admin team in order to fit in with the demands of the growing series.
- Undertake and co-ordinate service related projects as and when required.
- Following the correct process to ensure all requests for outpatient clinic cancellations are made in a timely fashion, raising any concerns with the service manager regarding capacity
- Ensure the appropriate paperwork is completed for all new starter (and leaver) doctors and training arranged
- Monitoring the patient pathway to ensure that the care plans agreed in clinic and at MDT meetings are (e.g. referral for diagnostic tests or onward referral) are put into place.
- Review existing clinic profiles to ensure clinics run smoothly, and appointment slots are of the appropriate length for patient needs
- Liaise with the outpatient team and clinic receptionist to book patients appointments and ensure patients are booked into the correct clinic, as identified by the AHP colleagues.
- Ensure that outpatients waiting times are maintained to the agreed target and monitor the progress of the patient pathway alongside the 18 week target
- Responsible for the design and implementation of audits in collaboration with Heads of Service
- To investigate complaints, as delegated by the Service Manager, in line with Trust Policy
- To contribute to the modernisation of patient services including that delivered by the medical secretaries
Financial Management
- Manage a delegated non-pay budget within the service ensuring that expenditure is within agreed limits. This would include signatory responsibility for requisition and authorising signature for ordering, up to the amount of £500.
Staff management
- Day to day managerial responsibility for all administration and secretarial staff within the medical secretarial service & others where agreed.
- Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development
- Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service.
- Ensure all staff comply with relevant Trust policies and standing financial instructions
- Recruit and induct A&C staff in line with Trust policies and procedures.
- Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery
- Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the service.
- To ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing & booking systems are effectively managed
- Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services
Overseeing Admin team's duties
- Check and monitor all clinical correspondence to set appropriate quality standards for all new staff
- Effectively communicate to a multi disciplinary group of people
- Arrange, plan and take comprehensive and accurate minutes at meetings and to log actions of meetings and be responsible for ensuring that such actions have been carried out
- Provide high quality administrative support to clinical teams when required
- When appropriate, type clinical letters which may include those of a distressing or emotional nature as well or other relevant correspondence and documents required.
Communication
- Demonstrate interpersonal skills when dealing with all levels of staff across the Trust using persuasion, tact and reassurance where necessary
- To deal with all telephone calls related to the service, ensuring that callers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently
- Handle confidential patient material in a sensitive and discrete fashion in compliance with Trust policy and procedure
- To be able to influence, motivate and involve individuals and teams to reach necessary performance targets expectations
- Liaise with other departments and members of the Trust to ensure the smooth running of the office and to assisting the functioning of the team.
Other responsibilities
- Preparing data and results for audits and presentations, including graphical presentations
- Ensure data in the clinical databases is kept up to date and valid
- Working with the lead clinician, specialist nurse and all other members of the MDT Team to ensure that the information entered in the database is of the highest quality and validity
- Any other Adhoc duties and tasks delegated to them which are commensurate with the grade of this role.
Person Specification
Education
Essential
- GCSE Maths and English
- Educated to HNC/equivalent Diploma/ equivalent experience
- Track record of significant continuous professional and management development
Desirable
- Customer service qualification / training
Previous Experience
Essential
- Staff supervision / management including recruitment, retention, appraisal, first line disciplinary and knowledge of budge management issues
- Have contributed to meeting operational objectives
- Experience of delivering administrative and clerical services
- Evidence of introducing and supporting change process
- Evidence of establishing, maintaining and consolidating effective working relationships with clinicians and multi-disciplinary teams
Desirable
- Have significantly contributed to meeting strategic objectives
- Experience of delivering services on a multi-site basis
Skills/Knowledge/Ability
Essential
- Excellent leadership and influencing skills
- Highly motivated and ability to work independently
- Ability to respond to changing demands
- Excellent interpersonal, presentation and written communication skills
- Evidence of positively influencing organisational culture
- Track record of supporting the management of innovation and service improvement.
Desirable
- Financial management and analysis skills
Person Specification
Education
Essential
- GCSE Maths and English
- Educated to HNC/equivalent Diploma/ equivalent experience
- Track record of significant continuous professional and management development
Desirable
- Customer service qualification / training
Previous Experience
Essential
- Staff supervision / management including recruitment, retention, appraisal, first line disciplinary and knowledge of budge management issues
- Have contributed to meeting operational objectives
- Experience of delivering administrative and clerical services
- Evidence of introducing and supporting change process
- Evidence of establishing, maintaining and consolidating effective working relationships with clinicians and multi-disciplinary teams
Desirable
- Have significantly contributed to meeting strategic objectives
- Experience of delivering services on a multi-site basis
Skills/Knowledge/Ability
Essential
- Excellent leadership and influencing skills
- Highly motivated and ability to work independently
- Ability to respond to changing demands
- Excellent interpersonal, presentation and written communication skills
- Evidence of positively influencing organisational culture
- Track record of supporting the management of innovation and service improvement.
Desirable
- Financial management and analysis skills
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
