Assistant Service Delivery Manager

Job description

Job responsibilities

Apply and maintain up to date knowledge of the NHS waiting and access targets to effectively manage the admitted and non-admitted pathways for specific areas and in accordance with national and local targets.

The post holder has a full knowledge of all consultants and their specialties

Ensure data is validated to ensure quality, correct errors and identify training and/or process changes required to ensure continuous improvement.

To ensure the ongoing validation of patient pathways and to coordinate and contribute to PTL (patient tracking list) meetings.

Review the PTL and booking patients in clinic templates according to priority and clinical need

Support the Service Manager to ensure that all theatre and outpatient clinic capacity is used effectively and backfilled wherever possible.

To inform Service Manager of any potential breaches in good time so that suitable theatre space can be organised to accommodate patients.

To be responsible for the oversight of all processes relating to the outsourcing process of patients and equipment, delegating actions where necessary.

Input and extract information via ICare as required, i.e., enter procedure date, clock stops for 18-week pathway

To be responsible for the completion and submission of a monthly admitted activity cancellation report ensuring data has been validated accordingly.

Assisting where necessary specialty specific admission coordinators with reducing any backlogs to assure adherence to 18-week target and 2ww targets.

To work with administrative and clinical staff to achieve sustained improvements,

including in the following areas:

Clinical quality

Patient satisfaction

Financial efficiency

Meeting local & national targets

Monitor service improvement initiatives and associated work streams to support specific patient pathways

Undertake work associated with the organisation of meetings, as required, preparing and promptly issuing and distributing agendas / minutes and undertake any follow up actions delegated.

Manage incoming and outgoing correspondence, acknowledging letters and messages, drafting replies where appropriate on behalf of the divisions management team efficiently and in a timely manner, using initiative, discretion and sensitivity, upholding confidentiality as necessary.

Support the medical secretaries in maintaining effective and secure storage of patient records and case notes whilst in the possession of the Division. Maintain accurate and complete electronic records, including use of the trust EPR and other systems, as per trust policy.

Line management of performance and sickness of the Admin Teams, and undertake appraisals and ensure mandatory training compliance is maintained

Undertake specific service requests and lead on projects directed by the Associate Director

Suggest improvements for improving efficiency and reducing waste.

Work flexibly to meet the needs of the service and undertake any other duties, responsibilities or projects requested by the Directorate management team.

To deal with all telephone calls in a courteous, efficient and tactful manner and where necessary referring to appropriate departments as necessary

Liaise with GP surgeries and other healthcare professionals on any queries.

Provide effective leadership, motivation and performance management to ensure the provision of a high quality secretarial and administrative service.

Be the point of contact coordinating staff training and the ordering of stationary and other items, delegating actions as necessary.

Maintain an appropriate induction and training program for new and existing members of administrative and secretarial team and encourage developments that improve the teams capacity and capability.

Participate in the regular appraisal of own performance and development needs, contribute towards team objectives and undertake training and development activities in agreement with the Service Manager.

To assure a good working relationship between the pre-admissions team and the admission coordinators team, which will provide an excellent patient

support processes aimed at improving financial information and budgetary control and to ensure that all assets operated by the Services are utilised effective

Person Specification

Qualifications

Essential

• Degree or equivalent experience
• experience of working in a busy office environment or operational setting

Experience

Essential

• Previous experience of working within an acute NHS setting.
• Previous supervisory and line management experience.
• Experience of using IT software programmes including Microsoft office (Word Excel and Powerpoint) digital dictation systems.
• Experience of accurately maintaining computerised and manual filing/documentation systems

Desirable

• Previous secretarial experience
• Previous customer service experience

knowledge and skills

Essential

• Ability to write and relay clear, concise messages involving complex medical terminology without risk of misunderstanding by the audience
• Ability to exert moderate physical effort e.g., handling of patient medical notes.
• Self-motivated and ability to work autonomously or as part of a team as required
• Good organisational skills including management of own workload, prioritisation and the ability to meet tight deadlines
• Ability to provide and receive complex and sensitive information
• Awareness of the need for confidentiality in accordance with Data Protection Act, Caldicott Principals and national/local guidelines

Desirable

• Knowledge and Experience of working with lCare

Personal Qualities and Skills

Essential

• Motivated Personality with strong interpersonal and Communication skills
• Excellent verbal and written communication skills
• Ability to communicate effectively at all levels, with emphasis on engaging clinicians
• Ability to work to and achieve targets

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Lewisham and Greenwich NHS Trust

Address

Queen Elizabeth Hospital

stadium road

woolwich

SE18 4QH

Employer's website

https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)