Job summary
The Deputy Service Manager (DSM) will support the Service Manager in the effective delivery of the service in accordance with agreed objectives, targets, quality standards, controls and resource constraints. The DSM will be responsible for the day to-day running of the service and lead on delivery against all key performance areas including finance, access targets and productivity, as well as improvement projects and service developments. The DSM will provide line management for a busy administrative team, and support management of junior doctors across the division.
Main duties of the job
- Operational Performance Management
- Management and Leadership
- Quality, Risk and Governance
- Financial Management
- Strategy, change and service improvement
About us
Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We are among the UK's busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services.
Royal Brompton and Harefield hospitals joined Guy's and St Thomas' in February 2021 and is the largest specialist heart and lung centre in the UK and among the largest in Europe. We provide treatment for people with heart and lung disease, including rare and complex conditions, offering some of the most sophisticated treatment that is available anywhere in the world.
Our integrated approach to caring for patients from before birth, through childhood, adolescence and into adulthood and old age has been replicated around the world and has gained Royal Brompton and Harefield an international reputation as a leader in heart and lung diagnosis, treatment and research.
We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients.
Job description
Job responsibilities
Operational Performance Management
Plan and oversee the day to day organisation of all administrative staff within the department, this will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management. Plan and organise the administrative service within the department, setting the goals of the administrative service in order to fit in with the demands of the consultants timetables. Develop and write policies and standardised procedures within own work area. Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service. Ensure that effective systems are in place to maintain service delivery in the event of staff absences Exercise delegated authority on behalf of the Service Manager, Clinical leads and Matrons to resolve day-to-day management issues within the service, organising and reallocating work where situations change due to variations to the work load and staffing availability. Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed. Manage the analysis of data so the senior management team have access to timely and accurate information on all key performance indicators. Develop thorough understanding of all areas within the department including management of pathways and the use of clinical IT systems. Deputise for the Service Manager when required at departmental, internal Trust and external meetings. Responsible for resolution of day-to-day performance issues. Assist the Service Manager with day-to-day administrative tasks to support the clinical team, including leave management and rotas. Arrange and plan certain key meetings, taking accurate minutes when required. Support the management team by preparing presentations. Deal with telephone calls relating to the service, ensuring that patients and relatives are communicated with sensitively and effectively and issues are dealt with promptly and efficiently. Liaise with other departments and members of the Trust to support the smooth running and functioning of the department/service.
Management and Leadership
Day to day managerial responsibility for all administrative and clerical staff supporting the service. 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 procedures. Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery. Recruit and locally induct A&C staff in line with Trust policies and procedures. Oversee medical rotas at both junior and consultant level.Quality, Risk and Governance
Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of the administrative service. Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services. Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the Service. Delegated authority to undertake complaint investigation where appropriate. Delegated authority to resolve PALS issues and implement outcomes of root cause analyses, serious incident investigations and PALS issues.Financial Management Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets. Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager. Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes. Ensure compliance with Trust standing financial instructions.Strategy, change and service improvement Responsible for the design and implementation of audits in collaboration with the Service Manager. Undertake specific service improvement actions under supervision of the Service Manager. Support the delivery of agreed change and service improvement projects and initiatives. Provide support in the development and implementation of R&D education and training programmes within the Service.
Financial Management
Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets. Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager. Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes. Ensure compliance with Trust standing financial instructions.
Strategy, change and service improvement
Responsible for the design and implementation of audits in collaboration with the Service Manager. Undertake specific service improvement actions under supervision of the Service Manager. Support the delivery of agreed change and service improvement projects and initiatives. Provide support in the development and implementation of R&D education and training programmes within the Service.
Job description
Job responsibilities
Operational Performance Management
Plan and oversee the day to day organisation of all administrative staff within the department, this will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management. Plan and organise the administrative service within the department, setting the goals of the administrative service in order to fit in with the demands of the consultants timetables. Develop and write policies and standardised procedures within own work area. Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service. Ensure that effective systems are in place to maintain service delivery in the event of staff absences Exercise delegated authority on behalf of the Service Manager, Clinical leads and Matrons to resolve day-to-day management issues within the service, organising and reallocating work where situations change due to variations to the work load and staffing availability. Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed. Manage the analysis of data so the senior management team have access to timely and accurate information on all key performance indicators. Develop thorough understanding of all areas within the department including management of pathways and the use of clinical IT systems. Deputise for the Service Manager when required at departmental, internal Trust and external meetings. Responsible for resolution of day-to-day performance issues. Assist the Service Manager with day-to-day administrative tasks to support the clinical team, including leave management and rotas. Arrange and plan certain key meetings, taking accurate minutes when required. Support the management team by preparing presentations. Deal with telephone calls relating to the service, ensuring that patients and relatives are communicated with sensitively and effectively and issues are dealt with promptly and efficiently. Liaise with other departments and members of the Trust to support the smooth running and functioning of the department/service.
Management and Leadership
Day to day managerial responsibility for all administrative and clerical staff supporting the service. 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 procedures. Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery. Recruit and locally induct A&C staff in line with Trust policies and procedures. Oversee medical rotas at both junior and consultant level.Quality, Risk and Governance
Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of the administrative service. Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services. Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the Service. Delegated authority to undertake complaint investigation where appropriate. Delegated authority to resolve PALS issues and implement outcomes of root cause analyses, serious incident investigations and PALS issues.Financial Management Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets. Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager. Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes. Ensure compliance with Trust standing financial instructions.Strategy, change and service improvement Responsible for the design and implementation of audits in collaboration with the Service Manager. Undertake specific service improvement actions under supervision of the Service Manager. Support the delivery of agreed change and service improvement projects and initiatives. Provide support in the development and implementation of R&D education and training programmes within the Service.
Financial Management
Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets. Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager. Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes. Ensure compliance with Trust standing financial instructions.
Strategy, change and service improvement
Responsible for the design and implementation of audits in collaboration with the Service Manager. Undertake specific service improvement actions under supervision of the Service Manager. Support the delivery of agreed change and service improvement projects and initiatives. Provide support in the development and implementation of R&D education and training programmes within the Service.
Person Specification
Experience
Essential
- Evidence of supporting successful project and / or operational performance and improvement; including the development and monitoring of output and outcome measures.
- Operational experience in supporting specific services including design, development, implementation and management of change in a multi-professional environment
- Experience of administering budgets and demonstrable evidence of individual, team, financial, process and change management.
Desirable
- Managing Consultants and junior doctors
Knowledge
Essential
- Knowledge and understanding of the changing NHS environment.
- Knowledge of 18 weeks and Diagnostic waiting times
Skills
Essential
- Effective communication skills both written and verbal including formal presentation skills, influencing and negotiating
- Use analytical and judgement skills including understanding and application of complex statistical and numerical data.
- Organisational skills and the ability to prioritise, meet deadlines and delegate effectively.
Person Specification
Experience
Essential
- Evidence of supporting successful project and / or operational performance and improvement; including the development and monitoring of output and outcome measures.
- Operational experience in supporting specific services including design, development, implementation and management of change in a multi-professional environment
- Experience of administering budgets and demonstrable evidence of individual, team, financial, process and change management.
Desirable
- Managing Consultants and junior doctors
Knowledge
Essential
- Knowledge and understanding of the changing NHS environment.
- Knowledge of 18 weeks and Diagnostic waiting times
Skills
Essential
- Effective communication skills both written and verbal including formal presentation skills, influencing and negotiating
- Use analytical and judgement skills including understanding and application of complex statistical and numerical data.
- Organisational skills and the ability to prioritise, meet deadlines and delegate effectively.
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).
