Operational Support Manager

Job description

Job responsibilities

JOB DESCRIPTION

POST: Radiology Operational Support Manager

BANDING: Band 5

ACCOUNTABLE TO: Senior operational support manager

RESPONSIBLE FOR: Radiology Administration Service

JOB SUMMARY

To support the Divisional Management Team by the collection and analysis of performance data in order to inform decision making. This will require liaising with various staff disciplines to organise additional capacity to meet the demands placed on the Division.

PRINCIPAL ACCOUNTABILITIES

1.To support the service and business planning process to deliver the activity plan and other national initiatives on behalf of the Service Line Manager (SLM).

1. To be responsible for ensuring that any manual data collection required for the speciality is completed within set deadlines.

1. Support the Division to analyse and act on information to proactively manage and maintain relevant NHS targets.

1. Support the SLM and lead when appropriate on service improvement projects.

1. Assist SLM to undertake regular service line audits and assist in the formulation of action plans.

1. To organise meetings and other events as required.

1. Ensure that the clinical teams are managing their waiting lists in an efficient and effective way.

1. To deal with queries and complaints from patients in line with Trust Policy. To respond to PALS queries and assist the SLM in responding to formal complaints by collating background information.

1. To maintain and improve own skills by undertaking the appropriate training and development activities relevant to the post.

1. Any other duties at the request of the SLM within the scope of the post.

1. Work closely with the management team to develop demand and capacity models specific to the service line.

1. Develop Divisional wide monthly summary reports for diagnostics

1. Using capacity and demand spreadsheets, monitor and analyse the clinical activity of consultants and their teams to ensure efficient use of available capacity.

1. Represent the Division at meetings when requested and appropriate.

1. Determine robust systems and processes to ensure that work is appropriately prioritised and completed in a timely manner providing support to resolve any problems.

1. Act as a role model by demonstrating leadership and expertise, and by maintaining credibility within the Division, the wider health care community and external agencies, ensuring a positive image of the Trust is maintained.

1. Take responsibility for own learning and development by recognising and taking advantage of all opportunities to learn, including full participation in PDR/appraisal, supervision, action learning and by maintaining a personal portfolio of learning.

1. Managerial responsibility for admin and clerical staff within the Division/Service Line.

1. Deputise for Service Line Manager as and when required.

1. Maintain the efficiency of the service by ensuring that plans are in place for adequate clerical cover, including arrangements for planned and unplanned absence.

1. Responsible for managing sickness absences according to Trust Policies.

1. Ensure Trust policies are implemented and adhered to by the administration and clerical service.

1. With the support of the senior management team, assist with the review and development of the Divisions service and workforce plans, according to current national and local requirements.

1. Undertake staff appraisals ensuring learning needs are identified and met, personal development plans are in place and all mandatory training is undertaken.

1. Conduct all three month reviews of new starters. Responsible for the first stage of disciplinary interviews.

1. Ensure accurate completion of SVLs/Health roster.

1. Support the management team in recruitment induction and orientation of new clerical staff in the Division.

ORGANISATIONAL

1. Ensure close monitoring of NHS access targets utilising hospital information systems highlighting any potential concerns in achieving targets to the management team.

1. Ensure accurate capture of clinical capacity information and undertake activity forecasting to support the SLM in their decision making.

1. Ensure data is validated where required.

1. Working with wider teams to ensure capacity is booked to maximum capacity available.

1. Provide management support and guidance to clinical colleagues within the service line.

1. Compile timely reports for the management team following the manipulation of spread sheets/data either in graphical or written format.

1. Arrange additional capacity where this has been identified as being require either following own analysis of capacity shortfalls or as request by a member of the management team.

1. To manage the day-to-day capacity and demand process of the specialities and liaise directly with the SLM in the panning of activity to ensure the speciality is able to achieve required performance targets.

1. To be part of the team that prevents and then deals with on the day cancellations. To liaise with clinical staff to ensure that cancellations are avoided where possible.

1. In absence of the SLM, respond to operational issues as they arise.

QUALITY

1. To support with the management of the patient pathways

2. To be competent with using the weekly PTLs and be able to communicate this information with the staff supporting the Division.

3. To audit that staff are booking patients according to urgency and then in order of referral received.

4. To monitor and ensure that the KPIs are met for the national performance targets.

5. To work with the SLM to identify and solve capacity issues and to be involved in the organisation of extra sessions.

6. To initiate the implementation of new sessions when request from the management team.

7. Support the division in the identification of potential areas for savings to contribute to the cost improvement programme.

GENERAL STATEMENTS

CONFIDENTIALITY

All employees must adhere to policies and procedures relating to Information Governance, Confidentiality, and Information Security.

RISK MANAGEMENT

The Trust is committed to approaching the control of risks in a strategic and organised manner.

The postholder must be aware of their individual responsibilities as detailed in the Trusts Risk Management, Health & Safety and Incident policies, and those under the Health and Safety at Work Act. This includes the reporting of any untoward incident, accident, potential or actual hazard identified.

SAFEGUARDING

All staff are required to be familiar with the arrangements for safeguarding children, young people and vulnerable adults and support the organisation in promoting the welfare of children, young people and vulnerable adults.

Staff working directly with children, young people and vulnerable adults will have a responsibility to ensure safeguarding and promoting their welfare forms an integral part of their duties.

Staff who come into contact with children, vulnerable adults, parents and carers in the course of their work and/or have access to records will have responsibilities to safeguard and promote the welfare of children, young people and vulnerable adults.

Staff who come into contact in the course of their duties, with parents, carers or other significant adults or children, young people and vulnerable adults should always be mindful of safeguarding and promotion of the welfare of these individuals.

INFECTION CONTROL

In accordance with the Health and Social Care Act 2008, it is the responsibility of every member of staff to participate in the prevention and control of infection within the capacity of their role. In order to maintain high standards of infection and prevention control all staff are expected to comply with the relevant Trust policies, procedures and guidelines and report any concerns to their manager or to the infection prevention team.

HEALTH AND WELLBEING

The Trust is a Health Promoting Hospital. The Trust expects that when you are presented with opportunities to improve the lifestyle of our patients you seek help from appropriately trained clinical staff to ensure patients are supported and assisted in making the necessary lifestyle changes. This is in accordance with best practice as described in the DoH white paper Choosing Health Making Healthy Choices Easier.

EQUAL OPPORTUNITIES

The Liverpool Heart & Chest Hospital NHS Foundation Trust is committed to achieving equal opportunities. All employees are expected to observe this policy in relation to the public and fellow employees.

All staff are expected to adhere to, and act in accordance with, the values & behaviours of the Trust.

This document is intended to be used as a guide to the general scope of duties involved in this post. It is not exhaustive and should not therefore be used as a rigid specification. It will be kept under review and amended as required in consultation with the postholder.

Person Specification

Values & Behaviours

Essential

• Flexible
• Positive approach to work
• Professional attitude to work, diplomatic and calm under pressure
• Ability to work flexibly and adapt to changes in work circumstances
• Reliable and self-motivated
• Able to work on own initiative and as part of a team
• Thoroughness and attention to detail
• Effective organisational, prioritising and time management skills
• Demonstrate a proactive approach to work
• Strong interpersonal skills, concise verbal and written communication skills

Qualifications

Essential

• * Educated to A level/NVQ standard or equivalent experience.
• * GCSE English or equivalent.
• *NHS experience

Desirable

• Experience of
• Line management experience
• Excel skills
• experience of the CRIS and PACS systems

Skills & Abilities

Essential

• Excellent communication and interpersonal skills
• Ability to prioritise
• Ability to communicate with all levels of personnel, including medical professionals, patients and outside agency.
• Reliable and works to high standards
• Adaptable to change
• Sensitive and caring
• Able to work on own initiative.
• Excellent organisational and time management skills

Desirable

• Problem solving

Experience

Essential

• Microsoft Office
• Previous supervisory and line management experience
• Experience in managing waiting list
• Conversant with administrative practice
• Medical terminology
• Previous secretarial / office experience
• Supervision/ delegation of tasks
• Working in a team
• Maintaining confidentiality

Desirable

• Patient pathway management
• Previous NHS experience
• Advanced keyboard skills
• CRIS/PACS experience
• Excel skills

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.

Employer details

Employer name

Liverpool Heart and Chest Hospital

Address

Liverpool Heart and Chest Hospital

Thomas Drive

Liverpool

Merseyside

L14 3PE

Employer's website

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