Patient Services Manager

Job description

Job responsibilities

1. DUTIES AND RESPONSIBILITIES

1.1 Service Management

Delivery and Improvement

Working closely with the Business Support Unit and Patient Access Team leaders to ensure consistent delivery of activity so that income is maximised and targets delivered.

Continually monitor capacity and rigorously manage consultant leave so that supply is always appropriate to demand and premium rate costs are managed out of the system.

To work with other clinical service units and Divisions to deliver consistency across Divisional areas.

Ensure that the Service Unit works to deliver Improving Working Lives standards, Agenda for Change, European Working Time Directive and New Deal for Junior Doctors.

The post holder will be expected to deputise for colleagues as appropriate to level of skills and service unit requirements.

Responsible for the day to day efficient and effective operational management of area, linking appropriately with clinical and multidisciplinary staff in all matters affecting the delivery of core services.

To establish and build agreements within the team to ensure the delivery of the services provided.

Respond to daily problems and ensure issues are swiftly resolved; implement longer term solutions to issues raised.

Work closely with the Matrons and Allied Health Professionals to ensure effective support services are in place for all clinical areas.

Ensure facilities and other resources are available to meet service needs, including analysing and managing space requirements.

Ensure all policies and procedures are adhered to as required by the Trust.

Participate in the duty/manager support/on-call rota.

1.2 Performance and Financial Management

Manage delegated budget responsibilities for area, ensuring income capture, adherence to agreed budget plans, identifying savings and implementing plans to reduce costs as appropriate and deliver financial savings.

Work with the Finance team to ensure budgets are up to date and accurate; identify changes to budgets as required.

Ensure area has a performance management framework that complements the Trust use of key performance indicators across a number of metrics, using service line reporting/management to ensure timely and accurate capture of information from which metrics can be reported and achievement of targets set.

Identify costs pressures, service development and cost improvement plans, develop business cases to meet requirements and present to local Performance Review Meetings, and other corporate meetings as required.

As a member of the management team, contribute to the forward, capacity and demand plans, ensuring staff involvement in line with clinical service unit and Divisional objectives.

1.3 Service Quality and Clinical Governance

Identify opportunities for service redesign, focusing on a patient-centred approach to delivery; lead on improving and developing services.

Participate in Divisional, Trust and area wide programmes that contribute to the modernisation of patient services.

To investigate processes and define root cause problems in order to make service improvements in line with Divisional strategy and modernisation initiatives, and implement actions to address the problem.

Support the Head of Surgery with the creation of an environment that is responsive to the changing needs and strategy of the Trust, changing patterns of healthcare and healthcare commissioning.

Act as management lead for the implementation of Clinical Governance / Quality initiatives.

Lead on resolving concerns from patients, staff, suppliers, other internal and external service providers and partner organisations. As part of the engagement with patients strategy, ensure mechanisms are in place for capturing and sharing compliments.

Ensure that complaint response times are in line with the complaints procedure and ensure that corrective action is taken and a proactive review process is in place to embed required change.

Ensure the clinical service unit meets all required standards, eg CNST level 1 and 2.

Ensure adherence to control processes and risk management arrangements including developing specific polices/procedures as appropriate.

Develop systems for the monitoring of compliance with internal and external governance and best practice requirements.

Responsible for the delivery of agreed projects.

1.4 Achieving Targets

Responsible for achievement of national and local service targets. Monitor performance against targets, identify areas of concern and take remedial and preventative action as appropriate putting in place plans to improve performance where required.

Respond to any service target breaches in line with Trust standards and put in place remedial plans to ensure such events do not occur again.

Responsible for ensuring Junior Doctors hours requirements are met within area.

1.5 Human Resource Management

Develop workforce plans which anticipate service changes and developments and which address recruitment, retention and workforce supply issues to minimise the impact of these on service delivery.

Work with Heads of Clinical Service, Matrons and multidisciplinary team to identify requirements for posts

Lead and support organisational change and wider organisation to ensure efficient service delivery and productivity and compliance with Trust and NHS targets; this could include consultation with staff and promoting new ways of working, implementing new policies and procedures.

Full line management responsibilities including recruitment, induction, appraisal, development and retention of all non clinical staff as well as managing sickness and absence, disciplinary and performance issues that may arise.

Responsible for developing and motivating through effective personal leadership, ensuring views and decisions are communicated both up and down the management structure.

Chair disciplinary, grievance and other formal panels, as and when required in accordance with the appropriate Trust policy.

1.6 Communication and Representation

Promote a positive image of the clinical service unit and Division both externally and internally.

Participate in and contribute to Division and Trust-wide initiatives and projects as appropriate.

Build effective networks with other departments, working in collaboration to support efficient patient flow.

1.7 Information and Planning

Manage the analysis of data so that the management team has access to timely and accurate information on all key performance indicators.

Lead on the development of reporting processes from relevant information systems and integrating them into the performance management function.

In conjunction with the Business Manager, analyse service data to monitor referral rates and identify changes or likely changes to this practice that may impact on the Divisions services.

Provide information on performance within the clinical service unit, including reporting performance to the Board.

1.8 Research and Teaching

Work with colleagues assisting in the development and implementation of research and development, teaching and training programmes as required

Responsible for regular audit/surveys to support and inform service development.

The postholder is required to follow Trust policies and procedures which are regularly updated including:

1.9 Safeguarding children and vulnerable adults

The postholder has a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

1.10 Patient Flow

Participate in divisional bed rep rota

Provide managerial support to patient flow teams (bed management) to help resolve specialty specific delays

Person Specification

Experience

Essential

• Demonstrable operational management experience in the health service, with previous experience of effectively managing groups of staff.
• Experience of managing a budget
• Working across and leading Trust wide projects
• Demonstrates a high level of numerical and data analytical skills, including spreadsheets and databases

Qualifications

Essential

• Management or professional qualification at post-graduate level or equivalent
• Evidence of continuing education and development

Desirable

• Educated to masters level or equivalent

Skills and Abilities

Essential

• Ability to analyse complex problems and to develop practical and workable solutions to address them
• Ability to manage and deliver to deadlines and within resources;
• Well developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams, and have them understand the Trusts and your performance expectations;
• Ability to collaborate constructively with internal and external partners to create conditions for successful partnership working
• Demonstrates achievements in managing and leading change
• Experience of participating in clinical governance initiatives
• Excellent IT user skills, demonstrating proficiency in use of MS packages and high level of understanding IT issues
• A commitment to improving patient services through an ability to sustain a clear performance focus on achieving demanding goals
• Strong team working skills
• Able to work collaboratively with other disciplines
• Ability to work and plan the strategic direction of the service in conjunction with the Head of Clinical Service / ADO

Knowledge and Awareness

Essential

• Demonstrates a high level of numerical and data analytical skills, including spreadsheets and databases
• Awareness of own limitations.

Personal Attributes

Essential

• Demonstrate a high level of inter-personal and communications skills, with a track record in writing complex business cases and policies
• High level of work organisation, self-motivation, drive for performance and improvement, and flexibility in approach and attitude
• A commitment to improving patient services through an ability to sustain a clear performance focus on achieving demanding goals

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

The Mid Yorkshire Teaching NHS Trust

Address

Pinderfields Hospital

Aberford Road

Wakefield

West Yorkshire

WF1 4DG

Employer's website

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