Job summary
To lead the day-to-day management of Outpatient Administration staff and administrative processes, supporting the Performance Operations Manager to delivery key performance indicators and enhance service efficiency.
To provide first line management of the Outpatient Supervisors, with responsibility for performance, workload management, adherence to policies, procedures and standards of customer care and quality. This post holder will manage the implementation of, and continually monitor, Staff induction programmes and training requirements. In liaison with the Performance Operations Manager, ensure the appropriateness of Outpatient administrative services and performance management requirements of the Trust are met; in particular financial expenditure targets, cost control, quality, staffing and activity improvement plans.
Previous applicants need not apply
Main duties of the job
Support services through the production of effective systems and processes which enable the reporting of activity information by operational staff, linking, where necessary with other departments to co-ordinate arrangements and continuous improvement
Provide teams with information about performance and system and ensure that such information is clearly understood to develop ownership and commitment to service delivery
Support adequate controls on expenditure through the implementation of good budgetary practice for designated staff through effective monitoring
Produce information and reports in a timely manner which may be of a complex nature, which account for performance against targets and oversee the development and delivery of action plans/processes to support improvements
About us
"Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives."
Job description
Job responsibilities
Responsible for the standard and quality of the Unit Managers, requesting, analysing, and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
Ensure that great service is provided within clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.
Be the custodian of brilliant experience for our patients, through the management of the unit mangers/Patient Experience team warm and engaging interaction with a smile at all times.
Deliver a brilliant patient experience subject to patient feedback and continue to adapt and grow the experience delivery by putting the patient at the heart of everything we do.
Ensure that great service is provided within clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.
Please see attached Job Description for further details.
Job description
Job responsibilities
Responsible for the standard and quality of the Unit Managers, requesting, analysing, and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
Ensure that great service is provided within clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.
Be the custodian of brilliant experience for our patients, through the management of the unit mangers/Patient Experience team warm and engaging interaction with a smile at all times.
Deliver a brilliant patient experience subject to patient feedback and continue to adapt and grow the experience delivery by putting the patient at the heart of everything we do.
Ensure that great service is provided within clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.
Please see attached Job Description for further details.
Person Specification
Education
Essential
- Degree or equivalent experience
- Evidence of further training / experience in a relevant area
Desirable
- Formal project management qualification
Experience
Essential
- Evidence of leading and monitoring projects
- Experience of working across departmental and organisational boundaries to deliver specific targets and to improve services for patients
- Proven experience of developing administrative processes, analysing information, and report writing
- Organisational awareness
- Experience of handling complaints
- Able to lead, facilitate and motivate a wide range of teams to achieve results
- Strong communication skills with the ability to manage complex or sensitive information
Desirable
- Experience of working in management role in the NHS
- Experience and understanding of outpatient services and performance indicators
Person Specification
Education
Essential
- Degree or equivalent experience
- Evidence of further training / experience in a relevant area
Desirable
- Formal project management qualification
Experience
Essential
- Evidence of leading and monitoring projects
- Experience of working across departmental and organisational boundaries to deliver specific targets and to improve services for patients
- Proven experience of developing administrative processes, analysing information, and report writing
- Organisational awareness
- Experience of handling complaints
- Able to lead, facilitate and motivate a wide range of teams to achieve results
- Strong communication skills with the ability to manage complex or sensitive information
Desirable
- Experience of working in management role in the NHS
- Experience and understanding of outpatient services and performance indicators
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).
Employer details
Employer name
Great Western Hospitals NHS Foundation Trust
Address
Great Western Hospitals NHS Foundation Trust
Marlborough Road
Swindon
SN3 6BB
Employer's website
https://www.gwh.nhs.uk/ (Opens in a new tab)
