Job summary
Diagnostic &Therapies Division consists of many of the Trustwide services that underpin and support all the other clinical departments.
The post holder will;
Plan and co-ordinate the use of key resources and monitor capacity and demand for divisional services to ensure that the Division and Trust achieves all relevant performance targets, strategic and clinical objectives and ensure that patient experience is of the highest possible quality.
Ensure that patients are managed in line with Trust policies and national standards for booking. The post holder will also work closely with our services, supporting them from a divisional standpoint.
Work closely with the Performance & Operations Manager (POM), Assistant General Manager (AGM) and Deputy Divisional Director (DDD) for the Division to support the delivery of high-quality patient centred care and service improvement.
Co-ordinate complaints, compliments and FOI requests for the division ensuring that they are responded to in a timely manner.
Main duties of the job
Complaints, compliments and FOI's
To lead on the coordination of complaints, compliments and FOI requests for the division, ensuring they are responded to in a timely manner and liaising with all disciplines of staff both within and outside the division.
Be responsible for managing a varied caseload of enquiries and complaints independently and without direct supervision, including comprehensive diary management and appropriate prioritisation of work.
Liaise with all levels of staff, other divisions and relevant Trusts to coordinate the resolution of complaints, concerns and enquiries.
Performance Management
Provide support to the Deputy Divisional Director (DDD), Assistant General Manager (AGM) and Performance and Operations Manager (POM) in delivery of national and local performance targets.
Validate waiting time breaches (cancer performance targets, referral-to treatment times and 6-week wait pathways), working with the POM to develop action plans to prevent further breaches.
Compile diagnostic 6-week wait (DM01) month-end performance reports on behalf of the division and return to UHBW Performance Analysts.
Monitor outpatient performance metrics including: overdue partial booking patients, missing outcomes, on-holds and inactive referrals, against targets. Investigating and working with the Divisional Management Team and Heads of Service (HOS) to take action where necessary.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England.
UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact.
Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer.
UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.
As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them.
Anonymous information will be used from your application in order to ensure we're meeting our pledge.
Job description
Job responsibilities
For a more detailed job description, main responsibilities, and Person Specification, please refer to the job description document attached to this vacancy.
Job description
Job responsibilities
For a more detailed job description, main responsibilities, and Person Specification, please refer to the job description document attached to this vacancy.
Person Specification
Knowledge and Experience
Essential
- Previous experience of working in the NHS or public sector
- Knowledge of diagnostic and cancer performance targets
- Experience of working with clients and staff at all levels to resolve complaints or concerns
Desirable
- Experience of working in a team and liaising with key stakeholders to drive continued service improvements
- Patient administration experience (preferably CareFlow/CRIS)
- Relevant Outpatients or Elective waiting list experience
- Extracting performance reports or RTT related information
- Knowledge and Understanding of Complaints processes
Skills and Abilities
Essential
- Excellent organisational and administrative skills with a high level of accuracy
- Ability to manage own workload
- Flexibility to respond to change and lead through change
- Excellent IT skills including proficiency in all Microsoft packages
- Good interpersonal and communication skills
- Skilled in handling and conveying sensitive messages within a challenging environment, whilst maintaining high standards of diplomacy and confidentiality
- Flexible working practices to meet demands of service
- Proven ability to analyse complex problems and to develop practical and workable solutions to address them
- Ability to work as part of a team
- Knowledge of current NHS issues and policies including performance targets
- Ability to take a strategic overview, whilst giving due attention to detail
Desirable
- Proven ability of data manipulation and creating reports from complex data
Aptitudes
Essential
- A pride in the quality and accuracy of your work and attention to detail
- Co-operative, helpful and flexible attitude to work
- Genuine interest in the structure and work of the Trust
- Willingness to undertake training and develop additional skills
- Forward thinking, innovative and proactive approach to work
- Ability to build credibility and trust quickly by delivering results
- Initiative and drive to achieve result
Qualifications and Training
Essential
- Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
Desirable
- Educated to degree level or equivalent experience
- Post-graduate qualification in healthcare management, or equivalent evidence or continuing professional development
Person Specification
Knowledge and Experience
Essential
- Previous experience of working in the NHS or public sector
- Knowledge of diagnostic and cancer performance targets
- Experience of working with clients and staff at all levels to resolve complaints or concerns
Desirable
- Experience of working in a team and liaising with key stakeholders to drive continued service improvements
- Patient administration experience (preferably CareFlow/CRIS)
- Relevant Outpatients or Elective waiting list experience
- Extracting performance reports or RTT related information
- Knowledge and Understanding of Complaints processes
Skills and Abilities
Essential
- Excellent organisational and administrative skills with a high level of accuracy
- Ability to manage own workload
- Flexibility to respond to change and lead through change
- Excellent IT skills including proficiency in all Microsoft packages
- Good interpersonal and communication skills
- Skilled in handling and conveying sensitive messages within a challenging environment, whilst maintaining high standards of diplomacy and confidentiality
- Flexible working practices to meet demands of service
- Proven ability to analyse complex problems and to develop practical and workable solutions to address them
- Ability to work as part of a team
- Knowledge of current NHS issues and policies including performance targets
- Ability to take a strategic overview, whilst giving due attention to detail
Desirable
- Proven ability of data manipulation and creating reports from complex data
Aptitudes
Essential
- A pride in the quality and accuracy of your work and attention to detail
- Co-operative, helpful and flexible attitude to work
- Genuine interest in the structure and work of the Trust
- Willingness to undertake training and develop additional skills
- Forward thinking, innovative and proactive approach to work
- Ability to build credibility and trust quickly by delivering results
- Initiative and drive to achieve result
Qualifications and Training
Essential
- Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
Desirable
- Educated to degree level or equivalent experience
- Post-graduate qualification in healthcare management, or equivalent evidence or continuing professional development
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
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
Address
Bristol Royal Infirmary
Upper Maudlin Street
Bristol
BS2 8HW
Employer's website
https://www.uhbw.nhs.uk/ (Opens in a new tab)
