Guy's and St Thomas' NHS Foundation Trust

Service Manager, Private Patients- Adult Services

The closing date is 17 August 2025

Job summary

Guy's & St Thomas NHS Foundation Trust

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 qualitycare, clinical excellence, research and innovation.

We are among the UK's busiest, most successful foundation trusts. We provide specialist carefor patients including heart and lung, cancer and renal services as well as a full range of localhospital and community services for people in Lambeth and Southwark.

We have a long tradition of clinical and scientific achievement and - as part of King's HealthPartners - we are one of England's eight academic health sciences centres, bringing togetherworld-class clinical services, teaching and research. We have one of the National Institute for

Health Research's biomedical research centres, established with King's College London in 2007, as well as dedicated clinical research facilities. 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.

Main duties of the job

The Private Patient Service Manager, is responsible for the effective delivery and performance, of private patient Adult services across Guys and St Thomas' Trust sites. Reporting to the Operations Manager, the postholder oversees all aspects of private patient activity; outpatient, inpatient and outlier service coordination, consultant engagement, administrative leadership, financial management, compliance, and service improvement. The post holder requires strong leadership, resilience and excellent communication skills.

The role ensures that private patient Adult services are delivered to the highest standard of quality, efficiency, and patient experience, in line with Trust strategy and regulatory requirements. Acting with a high level of autonomy, the postholder leads multidisciplinary teams, manages complex operational challenges, and supports the modernisation and growth of private patient services. The post also plays a pivotal role in service planning, performance reporting, and project implementation, and deputises for the Operations Manager when required.

About us

Working for our organisation, The Chief Executive Directorate within Guy's & St Thomas' NHS Foundation Trust (the Trust) is responsible for making profits which go directly back into our frontline NHS Clinical Services. This allows the Trust to diversify its income away from core NHS funding streams as well as to enhance our clinical, educational and research expertise.

The Chief Executive Directorate has a wide portfolio of activities including private patients, international healthcare, intellectual property and commercial research, NHS business development and retail services in addition to its commercial education and events portfolio.

The Chief Executive Directorate works to 5 core principles which are:

It raises money for the Trust which supports the development of clinical services via clear and transparent financial flows.

It utilises capacity that is not required for the delivery of contracted NHS activity.

It enhances the reputation, name and brand of the Trust.

It enables the Trust to operate more efficiently or at lower cost.

It enables the Trust to attract more high-quality talented people.

Date posted

12 August 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£56,276 to £63,176 a year p.a inclusive of HCA

Contract

Permanent

Working pattern

Full-time

Reference number

196-COF10870-S

Job locations

St Thomas'

Westminster Bridge Road

London

SE1 7EH

Job description

Job responsibilities

Service Management & Delivery

Lead the operational delivery of private patient services across dedicated private outpatient & Inpatient facilities; Westminster Bridge Consulting Rooms, Howard Ward, St Johns Dermatology (Wimpole Street), inclusive of Private Patient activity within NHS Outlier areas.

Optimise patient pathways and ensure equitable access and efficient use of facilities and resources.

Directly Manage the Customer Service Administration teams; Outpatient, Inpatient Reservations and the Enquiries team.

Coordinate day-to-day service management/ operations, including clinic setup, resource allocation, and staff deployment.

Act as a first point of escalation for service issues, ensuring swift resolution and business continuity.

Monitor and report on service key performance indicators (KPIs), capacity, and throughput using Epic, Compucare, and other systems/ platforms.

Provide data insights to inform clinical and operational decision-making.

People Management Responsibilities

Directly line manage administrative and clerical staff across private outpatient and inpatient services, including Reservations, Enquiries, Reception, and Support functions.

Ensure adequate staffing levels, appropriate skill mix, and team resilience to meet service needs and respond to fluctuations in demand.

Lead recruitment, onboarding, and induction processes in line with Trust policies, ensuring new staff are well integrated and aligned with organisational values.

Conduct regular appraisals, set objectives, manage performance, annual leave, sickness absence, staff conduct, and disciplinary actions as required in line with Trust Policies.

Identify staff training needs, support personal development plans, and promote a culture of continuous professional development.

Foster a supportive, accountable, and high-performing team culture through coaching, visibility, and regular communication.

Encourage staff engagement, morale, and ownership of service improvement, creating an environment where staff feel empowered and valued.

Manage grievances, staff conflicts, and sensitive interpersonal issues fairly and in line with Trust policies.

Ensure staff adherence to Trust policies, procedures, and mandatory training requirements.

Support and lead staff through periods of change, service transformation, or organisational development.

Customer Service, Quality, Risk & Compliance

Champion a gold-standard private patient experience, ensuring services are designed and delivered with a strong focus on responsiveness, discretion, and professionalism.

Act as a senior contact for resolving patient complaints, queries, and concerns, ensuring timely, sensitive, and effective resolution in line with Trust policies.

Lead the collection, analysis, and use of patient feedback (e.g., surveys, comment cards, forums) to identify areas for improvement and inform service enhancements.

Manage complaint resolution and service improvements as delegated by the Operations Manager based on feedback and incident trends.

Ensure all administrative and patient-facing teams provide high-quality, courteous, and consistent communication with patients, families, and carers.

Manage patient interactions involving confidential, sensitive, or emotional information with tact and empathy.

Promote a culture of excellent customer service within teams, ensuring all staff understand and deliver on Trust values and private patient expectations.

Oversee the implementation of service quality standards and customer service protocols, ensuring consistency across all administrative touchpoints.

Liaise with the Patient Advice and Liaison Service (PALS), governance, and complaints teams to ensure alignment and compliance with policies.

Ensure incidents are reported on the Trust platform RADAR, ensuring when assigned as an investigator, incidents are reviewed, investigated and closed in line with the Trust policy.

Support the monitoring of compliance with internal and external governance and best practice requirement within the service

Manage the implementation of effective systems, control processes and risk management arrangements in the service.

Please refer to job description for full list of responsibilities.