Job summary
Job Summary
The Service Lead will support the Quality & Operations Lead by providing day-to-day operational management support within the designated services
The post-holder will be
responsible for providing timely and efficient operational
management support, with the overall aim of ensuring that services are
responsive and provided to the highest clinical and performance
standards.
They will also support the
development and implementation of projects to improve service delivery and
patient experience in key areas and will help to ensure that performance and
quality targets are met.
The post holder will be responsible for line management of the administrative team to ensure that all booking processes are maintained for the services, working together with the Team Leaders.
The post holder will be responsible for the management of the administrative staff rotas for designated services.
The post holder will ensure confidential and sensitive information is kept secure; specifically keeping personal information secure and respecting the confidentiality of service users, in accordance with current Data Protection regulations
They will work independently and follow organisational policies and procedures. The post holder will be expected to ensure that daily tasks and ongoing workloads are prioritised and completed in agreed timeframes.
This is a role with lots of variety and ad hoc demands and so the post holder will possess excellent time management and planning skills.
Main duties of the job
- Management support
- Performance management
- Workforce and development
- Service and improvement
- Financial and Information Management
- Leadership
About us
Beacon Medical Services Group (BMSG) is a leading provider of specialist healthcare and diagnostic services, delivering care to both NHS and private patients across the UK.
Founded in 2010 by Dr. Tariq Chauhan, BMSG evolved from a community-based minor surgery initiative into a comprehensive healthcare provider.
Employing over 140 staff, BMSG is known for its ethos of Care with Passion, which is embedded across its workforce. The organization is committed to delivering high-quality, patient-centered care
BMSG offers a wide range of consultant-led services, in Community settings including:
Endoscopy and Gastroenterology
Ear, Nose & Throat (ENT)
Audiology
Minor Surgery
MRI and Non-Obstetric Ultrasound (NOUS)
We are proud to holds several notable accreditations and certifications that underscore our commitment to delivering high-quality healthcare services. Including JAG accreditation standard
Job description
Job responsibilities
Main Duties and Responsibilities
Management Support
- Support the day-to-day efficient and effective
operational management of the defined service areas, reporting to the Quality
& Operations Lead all matters affecting the delivery of core services.
- Work with clinical team leads within the defined
service areas to support operational issues on a day-to-day basis, and ensure
issues are swiftly resolved.
- Ensure that identified equipment issues are addressed
in a timey manner to support the efficient management of sessions
- Facilitate effective communication between and across
service areas, ensuring that communication systems are in place to support the
delivery of safe and effective care to patients
- Develop initiatives and manage the implementation of
projects to modernise services and improve facilities and working practices to
meet organisational and service delivery plans.
- Support the development and implementation of local
delivery plans that will meet service needs and are in line with agreed
corporate objectives and priorities.
- Ensure that administration support for clinical
services is delivered efficiently and effectively, reporting to the Quality
& Operations Lead any issues or difficulties, and implementing steps to
improve administrative support, as necessary.
- Be actively involved in the complaints management
process in line with Organisational policy
Performance Management
- Gather, collate and analyse performance management
information for the defined service areas and escalate to the Quality
& Operations Lead any targets or indicators which the service(s) are at
risk of not meeting in accordance with Contractual obligations.
- Support month end and DM01 validation
and Key Performance Indicators, escalating concerns to the Quality &
Operations Lead as appropriate
- Suggest and agree with the Quality &
Operations Lead corrective measures and actions to address identified
performance issues and ensure that agreed measures are communicated to the
relevant teams and implemented in full.
- Responsible for ensuring that day-to-day monitoring of
the booking processes of the patient pathway takes place, informing the Quality
& Operations Lead about any delays, obstacles and issues and actions
required to resolve these.
- Support the Quality & Operations Lead by writing reports on key performance issues,
presenting and delivering reports at relevant meetings and forums.
Workforce and development
- Support the
implementation of the Staff Survey and actively engage with the teams with the overall
aim of ensuring that staff are able to contribute effectively to the
achievement of objectives and targets
- Oversee
departmental rotas where required, ensuring safe cover at all times. Escalating
and liaising with management where there is a risk to this being achieved.
- Support the Quality & Operations Lead and HR
Lead by ensuring that key workforce performance issues
such sickness absence, appraisal, statutory and mandatory training, and staff
engagement are given sufficient attention by clinical and support teams.
Liaising with the Senior
Management Team in relation to staff whose performance falls short of the required
standard and which is proving detrimental to the service.
- Support the
implementation of agreed measures to address workforce equality objectives.
Service Improvement
-
Lead specific pathway and service improvement
projects, as agreed with the Quality
& Operations Lead
- Work with clinical and administrative colleagues,
to help achieve sustained improvements, including in the following areas (not
an exhaustive list):
-
Efficiency: for example, reduction of DNAs and
provider cancellations
-
Patient satisfaction
-
Financial efficiency
-
Patient access targets
-
Clinical quality
-
Help to
monitor service improvement programmes and associated work streams that support
specific patient pathways.
Financial and Information Management
-
Work with the teams to ensure awareness of costs
and effective use of resources.
- Identify cost pressures and develop/support and
initiatives to support cost effectiveness
- Support financial processes by collating activity
costings in line with performance data on a regular basis.
Leadership
-
Provide visible and competent operational
management to staff within the defined service area, motivating and empowering
staff to deliver high standards
- Support and disseminate the core values of the
Organisation, listening and acting on staff and patient feedback
(This job description is intended as a
guide to the general scope of duties and is not intended to be definitive or
restrictive. It is expected that some of the duties will change over time, to ensure
appropriate provision of management support across the designated teams, and this description will be subject
to review in consultation with the post holder.)
Job description
Job responsibilities
Main Duties and Responsibilities
Management Support
- Support the day-to-day efficient and effective
operational management of the defined service areas, reporting to the Quality
& Operations Lead all matters affecting the delivery of core services.
- Work with clinical team leads within the defined
service areas to support operational issues on a day-to-day basis, and ensure
issues are swiftly resolved.
- Ensure that identified equipment issues are addressed
in a timey manner to support the efficient management of sessions
- Facilitate effective communication between and across
service areas, ensuring that communication systems are in place to support the
delivery of safe and effective care to patients
- Develop initiatives and manage the implementation of
projects to modernise services and improve facilities and working practices to
meet organisational and service delivery plans.
- Support the development and implementation of local
delivery plans that will meet service needs and are in line with agreed
corporate objectives and priorities.
- Ensure that administration support for clinical
services is delivered efficiently and effectively, reporting to the Quality
& Operations Lead any issues or difficulties, and implementing steps to
improve administrative support, as necessary.
- Be actively involved in the complaints management
process in line with Organisational policy
Performance Management
- Gather, collate and analyse performance management
information for the defined service areas and escalate to the Quality
& Operations Lead any targets or indicators which the service(s) are at
risk of not meeting in accordance with Contractual obligations.
- Support month end and DM01 validation
and Key Performance Indicators, escalating concerns to the Quality &
Operations Lead as appropriate
- Suggest and agree with the Quality &
Operations Lead corrective measures and actions to address identified
performance issues and ensure that agreed measures are communicated to the
relevant teams and implemented in full.
- Responsible for ensuring that day-to-day monitoring of
the booking processes of the patient pathway takes place, informing the Quality
& Operations Lead about any delays, obstacles and issues and actions
required to resolve these.
- Support the Quality & Operations Lead by writing reports on key performance issues,
presenting and delivering reports at relevant meetings and forums.
Workforce and development
- Support the
implementation of the Staff Survey and actively engage with the teams with the overall
aim of ensuring that staff are able to contribute effectively to the
achievement of objectives and targets
- Oversee
departmental rotas where required, ensuring safe cover at all times. Escalating
and liaising with management where there is a risk to this being achieved.
- Support the Quality & Operations Lead and HR
Lead by ensuring that key workforce performance issues
such sickness absence, appraisal, statutory and mandatory training, and staff
engagement are given sufficient attention by clinical and support teams.
Liaising with the Senior
Management Team in relation to staff whose performance falls short of the required
standard and which is proving detrimental to the service.
- Support the
implementation of agreed measures to address workforce equality objectives.
Service Improvement
-
Lead specific pathway and service improvement
projects, as agreed with the Quality
& Operations Lead
- Work with clinical and administrative colleagues,
to help achieve sustained improvements, including in the following areas (not
an exhaustive list):
-
Efficiency: for example, reduction of DNAs and
provider cancellations
-
Patient satisfaction
-
Financial efficiency
-
Patient access targets
-
Clinical quality
-
Help to
monitor service improvement programmes and associated work streams that support
specific patient pathways.
Financial and Information Management
-
Work with the teams to ensure awareness of costs
and effective use of resources.
- Identify cost pressures and develop/support and
initiatives to support cost effectiveness
- Support financial processes by collating activity
costings in line with performance data on a regular basis.
Leadership
-
Provide visible and competent operational
management to staff within the defined service area, motivating and empowering
staff to deliver high standards
- Support and disseminate the core values of the
Organisation, listening and acting on staff and patient feedback
(This job description is intended as a
guide to the general scope of duties and is not intended to be definitive or
restrictive. It is expected that some of the duties will change over time, to ensure
appropriate provision of management support across the designated teams, and this description will be subject
to review in consultation with the post holder.)
Person Specification
Skills and Knowledge
Essential
- Keyboard /typing skills & accuracy.
- Ability to contribute to team working and to develop good working relationships
- Able to demonstrate tact and diplomacy
- Communication & Relationship skills
- Good written and verbal communication skills, including legible handwriting and an effective and courteous telephone manner.
- Analytical Skills- Ability to work under pressure within a co-operative multi-disciplinary team based working environment.
- Problem-solving skills Planning & organisational skills - ability to use own initiative.
- Effective in managing own time.
- Able to plan and organise ongoing activities and work programmes.
- Ability to prioritise; to be organised and flexible. Able to effectively accommodate ad hoc demands to existing workload.
- Neat, tidy and able to portray a professional image.
- Ability to concentrate even with frequent interruptions and unpredictable working pattern.
Experience
Essential
- Previous Experience within Healthcare Provider/NHS setting
- Previous Experience within Administrative Line Management
- Ability to demonstrate commitment to and skills in customer care knowledge training & expertise.
- Previous clerical experience coupled with the ability to liaise with all staff disciplines.
- ECDL or proven equivalent experience in Microsoft applications, e-mail and internet browsers
- Knowledge of Patient Administration systems.
Qualifications
Desirable
Person Specification
Skills and Knowledge
Essential
- Keyboard /typing skills & accuracy.
- Ability to contribute to team working and to develop good working relationships
- Able to demonstrate tact and diplomacy
- Communication & Relationship skills
- Good written and verbal communication skills, including legible handwriting and an effective and courteous telephone manner.
- Analytical Skills- Ability to work under pressure within a co-operative multi-disciplinary team based working environment.
- Problem-solving skills Planning & organisational skills - ability to use own initiative.
- Effective in managing own time.
- Able to plan and organise ongoing activities and work programmes.
- Ability to prioritise; to be organised and flexible. Able to effectively accommodate ad hoc demands to existing workload.
- Neat, tidy and able to portray a professional image.
- Ability to concentrate even with frequent interruptions and unpredictable working pattern.
Experience
Essential
- Previous Experience within Healthcare Provider/NHS setting
- Previous Experience within Administrative Line Management
- Ability to demonstrate commitment to and skills in customer care knowledge training & expertise.
- Previous clerical experience coupled with the ability to liaise with all staff disciplines.
- ECDL or proven equivalent experience in Microsoft applications, e-mail and internet browsers
- Knowledge of Patient Administration systems.
Qualifications
Desirable
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.
