Job summary
Expected Shortlisting
Date:
31/12/2024
Planned Interview
Date:
06/01/2025
We
are excited to advertise a permanent full time Outpatient Support Manager
post (previously known as Business Support Manager) to join our Referral and
Booking Service team.
The
Outpatient Support Manager will provide management support and leadership to
the teams responsible for referral registration, bookings and patient calls.
The
Referral and Booking Service team are based at St James University Hospital,
but we also have teams at Leeds General Infirmary and Chapel Allerton
Hospital. Travel between sites will be required in this role.
The
Referral and Booking Service team collaborate with the Outpatient Admin,
Outpatient Nursing, Switchboard, Phlebotomy and the Robotic Process
Automation team. Together we form the Outpatient Clinical Service Unit.
The
main attributes we are looking for include being flexible, proactive,
resilient, professional, embracing of change, committed to working in
partnership with others and committed to making positive progression towards
the Trusts 7 Commitments and People Priorities.
Flexible
working including some working from home can be supported in this role, but
regular on site working is essential.
We
are proud of the diversity within our team, welcome applications from all
backgrounds and are committed to recruiting inclusively.
Please
review the attached role profile to learn more about the role.
Main duties of the job
The
Outpatient Support Manager will be responsible for operational, people and
budget management; performance, recruitment and retention, patient experience
and innovation. Please read the attached role profile for more detailed
information about the role.
The
Outpatient Support Manager will line manage the Assistant Patient Service
Coordinators and will work closely with the Business Support Managers, to
ensure effective leadership across all elements of the service. The
Outpatient Support Manager will report into the Business Manager and will
also work with the wider management team including the Service Manager and
General Manager.
The
Outpatient Support Manager will support and collaborate with various Clinical
Service Units across the trust, which may include working with clinical teams
such as doctors, nurses and phlebotomists.
The
main focus of this role is to provide management and leadership support to
the Referral and Booking Service teams, providing a positive staff
experience, and ensuring the delivery of a high quality patient experience
too.
This
is an exciting time for the Referral and Booking Service team as we embrace
change and utilise technology to streamline services and improve experiences
for staff and patients alike. If you would like to be part of this exciting
journey, this could be the role for you.
About us
The
Referral and Booking Service team are committed to getting it right first
time for our patients. We strive for excellence and want to deliver the best
patient experience, utilising technology and embracing new ways of working.
We
are proud of our collaborative working across Leeds Teaching Hospitals NHS
Trust and of our teams work ethic. We have strong and effective working
relationships across the organisation, which enable us to work together to
deliver the best for our patients. Our connections across the organisation
and collaborative working with multiple Clinical Service Units, ensures that
our work is varied and interesting every day is different!
If
you have a strong work ethic, would like to support patients get the care
they need at the right place and at the right time, and want to be part of a
large and exciting team, then this could be the role for you!
LTHT is committed to our process of redeploying 'at risk'
members of our existing workforce to new roles. As such, all our job adverts
are subject to this policy and we reserve the right to close, delay or remove
adverts while this process is completed. If you do experience a delay in the
shortlisting stage of the recruitment cycle, please bear with us while this
process is completed, and contact the named contact if you have any
questions.
Job description
Job responsibilities
CORE
BEHAVIOURS AND SKILLS
Ability
to work under significant and sustained pressure and to highly demanding and
often conflicting timescales.
Flexibility
in responding to and coping with the changing requirements of the service
Ability
to monitor, maintain and improve service delivery
Ability
to initiate and develop projects and other activities
Excellent
communication skills in person; by telephone or email; through written
material, including the writing and design of complex documents; speaking to
an audience
Ability
to communicate and network effectively, negotiate and influence others taking
into account the multi-professional and organisational cultures
Able
to build positive relationships with service users, colleagues and others
Commitment
to team working with the ability to take responsibility for difficult
decision making
Able
to work on own initiative and prioritise work
Excellent
organisational and time management skills
PRINCIPAL
DUTIES & AREAS OF RESPONSIBILITY
Overall
management and decision making responsibility for a wide range of
multi-speciality services and the delivery of excellent quality service
Responsible
for the leadership and management of staff including work allocation,
performance and appraisal development. This may require frequent adjustment
to plans to ensure organisational and departmental priorities are met
Makes
judgements involving complex facts or situations requiring analysis,
interpretation and the comparison of a range of options resulting in
differing expert opinions and conflict; e.g. managing clinical risks;
agreeing strategies to meet patient access targets, changing working
practices
Leads
the recruitment and selection of Outpatient administrative staff taking
responsibility for all stages from completion and submission of ESR forms,
arranging adverts on NHS jobs, short listing, interviewing and selection
Manages
and supports change within the organisation, being a champion and encouraging
and supporting others to adapt to new ways of working
The
ability to manage complex projects and the delivery of key outcomes,
potentially on a city wide basis working across the Organisation
Leads
and motivates staff in the delivery of quality care across complex clinical
and business environments and services
Leads
in the investigation of patient complaints and handling complex and
challenging situations relating to patient care
Is
involved in budget setting for the service and acting as an authorised
signatory, including the ordering of necessary equipment
Leads
in conduct, grievance and dignity at work matters
Delivers
information/knowledge skills training as required
Any
other duties commensurate with the grade that may reasonably required
Job description
Job responsibilities
CORE
BEHAVIOURS AND SKILLS
Ability
to work under significant and sustained pressure and to highly demanding and
often conflicting timescales.
Flexibility
in responding to and coping with the changing requirements of the service
Ability
to monitor, maintain and improve service delivery
Ability
to initiate and develop projects and other activities
Excellent
communication skills in person; by telephone or email; through written
material, including the writing and design of complex documents; speaking to
an audience
Ability
to communicate and network effectively, negotiate and influence others taking
into account the multi-professional and organisational cultures
Able
to build positive relationships with service users, colleagues and others
Commitment
to team working with the ability to take responsibility for difficult
decision making
Able
to work on own initiative and prioritise work
Excellent
organisational and time management skills
PRINCIPAL
DUTIES & AREAS OF RESPONSIBILITY
Overall
management and decision making responsibility for a wide range of
multi-speciality services and the delivery of excellent quality service
Responsible
for the leadership and management of staff including work allocation,
performance and appraisal development. This may require frequent adjustment
to plans to ensure organisational and departmental priorities are met
Makes
judgements involving complex facts or situations requiring analysis,
interpretation and the comparison of a range of options resulting in
differing expert opinions and conflict; e.g. managing clinical risks;
agreeing strategies to meet patient access targets, changing working
practices
Leads
the recruitment and selection of Outpatient administrative staff taking
responsibility for all stages from completion and submission of ESR forms,
arranging adverts on NHS jobs, short listing, interviewing and selection
Manages
and supports change within the organisation, being a champion and encouraging
and supporting others to adapt to new ways of working
The
ability to manage complex projects and the delivery of key outcomes,
potentially on a city wide basis working across the Organisation
Leads
and motivates staff in the delivery of quality care across complex clinical
and business environments and services
Leads
in the investigation of patient complaints and handling complex and
challenging situations relating to patient care
Is
involved in budget setting for the service and acting as an authorised
signatory, including the ordering of necessary equipment
Leads
in conduct, grievance and dignity at work matters
Delivers
information/knowledge skills training as required
Any
other duties commensurate with the grade that may reasonably required
Person Specification
Qualifications
Essential
- Educated to degree level in a Business Management subject or extensive post qualification experience in a NHS environment
Skills & behaviours
Essential
- Effective team leader with the ability to work flexibly in a diverse and demanding department - please provide personal and relevant examples linked to your job history
- Commitment to working in partnership with and supporting others - please provide personal and relevant examples linked to your job history
- Flexible approach and embracing of change - please provide personal and relevant examples linked to your job history
- Staff management skills at a middle management level - please provide personal and relevant examples linked to your job history
- Strong interpersonal and relationship building skills - please provide personal and relevant examples linked to your job history
Other Criteria
Essential
- Excellent written and verbal communication skills
- Evidence of ability to deal appropriately with conflict and resistance to change - please provide personal and relevant examples linked to your job history
- Knowledge and application of key policies and procedures - please provide personal and relevant examples linked to your job history
- Detailed knowledge of the Outpatient service
- Must be able to travel between sites to provide cross cover on a city wide basis
Experience
Essential
- Experience of developing & implementing organisational change - please provide personal and relevant examples linked to your job history
- Successful operational management in a multi-professional environment - please provide personal and relevant examples linked to your job history
- Day-to-day people management including appraisal and objective setting; and recruitment and retention - please provide personal and relevant examples linked to your job history
- Operational planning and implementation including strategic planning, options appraisal and change management - please provide personal and relevant examples linked to your job history
Person Specification
Qualifications
Essential
- Educated to degree level in a Business Management subject or extensive post qualification experience in a NHS environment
Skills & behaviours
Essential
- Effective team leader with the ability to work flexibly in a diverse and demanding department - please provide personal and relevant examples linked to your job history
- Commitment to working in partnership with and supporting others - please provide personal and relevant examples linked to your job history
- Flexible approach and embracing of change - please provide personal and relevant examples linked to your job history
- Staff management skills at a middle management level - please provide personal and relevant examples linked to your job history
- Strong interpersonal and relationship building skills - please provide personal and relevant examples linked to your job history
Other Criteria
Essential
- Excellent written and verbal communication skills
- Evidence of ability to deal appropriately with conflict and resistance to change - please provide personal and relevant examples linked to your job history
- Knowledge and application of key policies and procedures - please provide personal and relevant examples linked to your job history
- Detailed knowledge of the Outpatient service
- Must be able to travel between sites to provide cross cover on a city wide basis
Experience
Essential
- Experience of developing & implementing organisational change - please provide personal and relevant examples linked to your job history
- Successful operational management in a multi-professional environment - please provide personal and relevant examples linked to your job history
- Day-to-day people management including appraisal and objective setting; and recruitment and retention - please provide personal and relevant examples linked to your job history
- Operational planning and implementation including strategic planning, options appraisal and change management - please provide personal and relevant examples linked to your job history
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.
