Job summary
Looking for a new and exciting hybrid working role? Then come and join a dynamic and forward
thinking company, where your opinions matter.
Healthshare is a company that values all employees across
all of the business and offers progression opportunities to the right
candidate.
We are seeking to recruit an exceptional individual for a Senior
Operational Support role within our MRI and Ultrasound Services in North East London (Barking, Havering and Redbridge). The candidate will provide operational and administrative
support to the Operations Manager.
The role is very varied and fast-paced and requires the candidate to be an
excellent organiser with previous operational experience. The successful candidate
will be highly motivated, enthusiastic, be able to prioritise workload and have excellent communication skills to be able to communicate at all levels across
the business.
Main duties of the job
- To provide operational support for the
Diagnostic Services division, ensuring the provision of high quality and sustainable
services.
- To assist
the operational manager in the operational and financial performance of the service and help in maintaining high standards of service delivery, in accordance with legal and professional standards.
- Work alongside the Operations Manager in managing key areas such as managing day to day operational issues,
staffing, HR functions, activity, managing rotas in line with service requirements, providing data and information,
estates, complaints and purchase and orders.
- To assist in regulatory compliance and compliance to internal audit standards within the sites and site compliance.
- To help support business development
opportunities and opportunities for the further development of existing services.
- Assist in the deliverance of performance management and reporting structure for the service
About us
We're an independent healthcare provider, with established roots in muscular-skeletal health and diagnostics, founded by expert NHS clinicians who recognised a way to improve things.
Our approach means that whether it's speed, flexibility, efficiency or quality, every aspect has been carefully considered to surpass expectations. This is why we've been a trusted partner of the NHS for over ten years, and the provider of choice for countless private patients.
We work with integrity. When it comes to collaboratively delivering care, relationships are key. Whether we're interacting with each other, our partners or our patients, we're always open and honest. Every key decision is based on clear process and informed by evidence.
We act with empathy. Everyone who is here, is here because they care about people. We always try and put ourselves in the shoes of whomever we're interacting with and treat people with compassion and consideration.
We inspire with passion. It's hard work, but we absolutely love what we do. There's no room for a half-hearted approach to healthcare, it requires dedication, and that's what everyone here has. A Healthshare employee is enthusiastic, with a verve and panache that inspires others around them.
Benefits:
- 25 days annual leave (plus Bank Holidays)
- Private Healthcare (Employer paid)
- Company Pension Scheme
- Life Assurance
- Blue Light Card
- Refer a Friend Scheme
Job description
Job responsibilities
Key Working Relationships
- To work alongside the Operations Manager supporting their collaborative working with the other members of the Senior Management Team and the Directors in the achievement of the
Services quality, safety, people and financial objectives and
to support the wider business.
- To assist in supporting Healthshares vision, values and behaviours and incorporating these into meaningful team and personal objectives.
- Set high personal
and
professional objectives.
- To support and assist a large multi-disciplined team, working in a collaborative way.
- Undertake performance management of team members as appropriately directed and supported by the Operations Manager.
- To be an advocate of high patient care standards and create a positive and proactive approach to customer service through the operational
team.
- To participate
and
contribute, as an individual and as a representative of Healthshare, the corporate development ofHealthshare to patients and external professionals.
- Involvement in the compliance of Healthshare policies and legislation requirements such as Health and Safety, Clinical
- Governance, Information Governance, Care Quality Commission and Risk Management.
Management Duties and Responsibilities
- To be responsible for assisting the Operations Manager
in the day-to-day operations ensuring a high standard of customer service and patient satisfaction is
achieved.
- To be responsible for the
line management of Healthcare Assistants within the service
- To be responsible for assisting the Operations Manager
in resolving patient service issues/complaints, dealing with patient and referrer feedback relating to operational or service provision.
- To be responsible for the
on-call rota/absence line.
- To be responsible for all HR activities, e.g., return to work interviews, annual leave rostering, appraisals and
interviewing/onboarding new staff
- To be responsible for
ordering stock for all sites while staying within the service budget
- To assist and in some cases manage incident investigations.
- To assist in overseeing Health and Safety and
that IPC measures are met.
- To assist in creating the monthly
payroll summary for the service
- To liaisewith facilities management, ensuring the sites operate safely and effectively.
- To liaise with the Referral Management Supervisor
and Team regarding appointment bookings and service demand
- To resolve issues relating to operational, rota or service provision.
- To work with the Operations Manager in relation to liaison
with primary care and NHS partners and to build links and maintain
positive relationships with internal and external partners e.g. CCGs, GPs, local patient services.
- To support the Operations Manager in the achievement of the Services objectives and support the business.
- To identify and recommend
organisational opportunities
- To monitor effectiveness and success via audit of patient satisfaction indicators, clinical incidents and feedback, and recommend action to deliver improvements.
- To
both assist in and provide monthly service reports according to agreed contractual
and
organisational requirements.
- Promote and deliver on all service implementations such as the delivery of new service models
Monitoring and Reporting
- Participate in Operations Team meetings (virtual/physical) by taking minutes and logging actions.
- Be responsible for ensuring that actions taken at meetings are met in timely
fashion by the Operations Manager
- Monitor the Operations Manager diary and manage
it where necessary
Support the production, agreement and actions required from:
- Operational Service KPIs
- Team performance
- Service user feedback,
PSQs
- Service budgets
- Delivery of new services
Job description
Job responsibilities
Key Working Relationships
- To work alongside the Operations Manager supporting their collaborative working with the other members of the Senior Management Team and the Directors in the achievement of the
Services quality, safety, people and financial objectives and
to support the wider business.
- To assist in supporting Healthshares vision, values and behaviours and incorporating these into meaningful team and personal objectives.
- Set high personal
and
professional objectives.
- To support and assist a large multi-disciplined team, working in a collaborative way.
- Undertake performance management of team members as appropriately directed and supported by the Operations Manager.
- To be an advocate of high patient care standards and create a positive and proactive approach to customer service through the operational
team.
- To participate
and
contribute, as an individual and as a representative of Healthshare, the corporate development ofHealthshare to patients and external professionals.
- Involvement in the compliance of Healthshare policies and legislation requirements such as Health and Safety, Clinical
- Governance, Information Governance, Care Quality Commission and Risk Management.
Management Duties and Responsibilities
- To be responsible for assisting the Operations Manager
in the day-to-day operations ensuring a high standard of customer service and patient satisfaction is
achieved.
- To be responsible for the
line management of Healthcare Assistants within the service
- To be responsible for assisting the Operations Manager
in resolving patient service issues/complaints, dealing with patient and referrer feedback relating to operational or service provision.
- To be responsible for the
on-call rota/absence line.
- To be responsible for all HR activities, e.g., return to work interviews, annual leave rostering, appraisals and
interviewing/onboarding new staff
- To be responsible for
ordering stock for all sites while staying within the service budget
- To assist and in some cases manage incident investigations.
- To assist in overseeing Health and Safety and
that IPC measures are met.
- To assist in creating the monthly
payroll summary for the service
- To liaisewith facilities management, ensuring the sites operate safely and effectively.
- To liaise with the Referral Management Supervisor
and Team regarding appointment bookings and service demand
- To resolve issues relating to operational, rota or service provision.
- To work with the Operations Manager in relation to liaison
with primary care and NHS partners and to build links and maintain
positive relationships with internal and external partners e.g. CCGs, GPs, local patient services.
- To support the Operations Manager in the achievement of the Services objectives and support the business.
- To identify and recommend
organisational opportunities
- To monitor effectiveness and success via audit of patient satisfaction indicators, clinical incidents and feedback, and recommend action to deliver improvements.
- To
both assist in and provide monthly service reports according to agreed contractual
and
organisational requirements.
- Promote and deliver on all service implementations such as the delivery of new service models
Monitoring and Reporting
- Participate in Operations Team meetings (virtual/physical) by taking minutes and logging actions.
- Be responsible for ensuring that actions taken at meetings are met in timely
fashion by the Operations Manager
- Monitor the Operations Manager diary and manage
it where necessary
Support the production, agreement and actions required from:
- Operational Service KPIs
- Team performance
- Service user feedback,
PSQs
- Service budgets
- Delivery of new services
Person Specification
Experience
Essential
- Previous experience and understanding of primary care/community services management and/or commission
- Experience of working in a KPI driven workplace
- Experience of working with stakeholders and having the interpersonal and communication skills necessary to deal with a diverse range of people
Desirable
- Previous experience in a personal assistant role
Education and knowledge
Essential
- Experience working within NHS services
- Experience of working in a results driven Workplace
- Is numerate - can analyse, interpret and make recommendations using data Displays passion, energy, perseverance, entrepreneurial spirit and proactivity
- A confident decision maker
- Demonstrates excellent patient/customer service delivery skills
- Demonstrates a drive for improvement and an openness to new ideas
- Has a good balance between attention to detail (e.g. safety, numbers) and the bigger picture (e.g. direction, planning)
- Takes a calm and measured response to challenging situations
Desirable
- IT familiarity with at least one Patient administration system (EMIS, System1)
- Strategic awareness with the ability to understand the commercial perspective
- Project and line management experience
- Experience working within MRI and Ultrasound Diagnostic services
Person Specification
Experience
Essential
- Previous experience and understanding of primary care/community services management and/or commission
- Experience of working in a KPI driven workplace
- Experience of working with stakeholders and having the interpersonal and communication skills necessary to deal with a diverse range of people
Desirable
- Previous experience in a personal assistant role
Education and knowledge
Essential
- Experience working within NHS services
- Experience of working in a results driven Workplace
- Is numerate - can analyse, interpret and make recommendations using data Displays passion, energy, perseverance, entrepreneurial spirit and proactivity
- A confident decision maker
- Demonstrates excellent patient/customer service delivery skills
- Demonstrates a drive for improvement and an openness to new ideas
- Has a good balance between attention to detail (e.g. safety, numbers) and the bigger picture (e.g. direction, planning)
- Takes a calm and measured response to challenging situations
Desirable
- IT familiarity with at least one Patient administration system (EMIS, System1)
- Strategic awareness with the ability to understand the commercial perspective
- Project and line management experience
- Experience working within MRI and Ultrasound Diagnostic services
