Job summary
You will lead the safe, effective, and efficient operation of the department across multiple sites. You will be responsible for driving service improvements, promoting shared learning and best practice, and responding to patient feedback and complaints.
This is an exciting time to join the team, as we have recently opened a new location and are developing new services to better serve the communities we support. You will play a key role in ensuring the departments success. You will be one of two Deputy Outpatient Managers, with this particular role focusing on leading and supporting our operational teams and processes.
Main duties of the job
You will be the point of contact for all same-day concerns from patients or staff; therefore, strong problem-solving, relationship-building, and people management skills will be essential to the role. Our clinics operate from Monday to Saturday, and this position will form part of the rotational management cover on Saturdays.
It is essential that you have excellent attention to detail, can prioritise and organise your own workload, develop efficient and effective workflows, and exercise initiative and independent judgement, while maintaining a high level of confidentiality and diplomacy at all times.
About us
This is an excellent opportunity to join our established management structure within a professional and friendly team.
Dorking Healthcare (DHC) is an organisation providing a wide range of high-quality healthcare services across Surrey and Sussex. We are registered with the Care Quality Commission (CQC) and were rated Good in our most recent inspection. We are also an accredited Any Qualified Provider (AQP). Our vision is to continually improve local services for patients by delivering first-class care and reducing waiting times.
A positive, can-do attitude is a vital asset at DHC, and we are looking for like-minded individuals who share this approach and work ethic.
The benefits we offer include:
- Competitive salaries
- Membership of the NHS Pension Scheme
- 27 days annual leave plus bank holidays, increasing with length of service
- Access to an Employee Assistance Programme
- Opportunities for training, development, and career progression
- Free on-site parking at some locations (subject to availability)
- Annual staff satisfaction surveys we aim to be an employer of choice
DHC actively encourages and promotes diversity, ensures all voices are heard and included, and is committed to providing equal opportunities for all.
Job description
Job responsibilities
The Deputy Outpatients Manager (Operations) will work closely with the Deputy Outpatients Manager (Services) and the Outpatients Service Manager to support the effective and efficient running of the department. They will act as the escalation point for same-day concerns and will place patient experience at the centre of their decision-making.
The role involves supporting the Outpatients Service Manager in managing the outpatient teams, including referrals in, reception, pathways, medical secretaries, and referrals out. This will include line management, streamlining processes, building relationships with third parties, supporting service developments and improvements, and reviewing and developing Standard Operating Procedures.
The post holder will work collaboratively with all teams across Outpatients and must therefore develop a strong understanding of the various duties and responsibilities within each team. They will also need to consider the wider impact of decisions and events across the service.
It is essential that the post holder demonstrates excellent attention to detail and problem-solving skills, and is able to prioritise and organise their own workload. They must be capable of exercising initiative and independent judgement, while maintaining a high level of confidentiality and diplomacy at all times.
DUTIES AND RESPONSIBILITIES OF THE POST
- Responsible for the day-to-day management of operational issues, using initiative and making independent decisions.
- Oversee the management of patient pathways from referral through to discharge, including elements delivered by sub-contractors.
- Manage teams to meet objectives set by the Board, as well as local and national targets, KPIs, and SLAs.
- Prioritise and organise own workload, taking appropriate action as needed and ensuring deadlines are met through shared knowledge and team cover.
- Attend and conduct operational meetings and review groups relating to incidents, complaints, and governance.
- Support the development of innovative working practices, new services, and additional locations to enhance patient experience.
- Continuously seek service improvements, using emerging technologies to promote efficiency and autonomy.
- Run reports and interpret data to inform operational decisions.
- Undertake any other reasonable duties in line with the nature of the role.
Patient and Public Engagement
- Act as the first point of contact for complaints and concerns, working with relevant team leaders to address patient issues promptly.
- Build and maintain effective working relationships with colleagues, clinicians, and external partners.
- Set up regular quality and performance review meetings with third-party healthcare providers (e.g. NHS trusts and independent hospitals), supporting the establishment of new referral pathways, sharing wait list trackers, and facilitating mutual information exchange and issue resolution.
- Conduct and support patient surveys, audits, and inspections; review patient feedback and develop action plans to address areas for improvement.
Governance
- Ensure all complaints are responded to within agreed timeframes and in line with guidelines.
- Investigate incidents thoroughly, establish root causes, and implement corrective and preventative measures to avoid recurrence.
- Draft new procedures and review existing processes to ensure they remain fit for purpose, updating them as necessary.
- Maintain accurate and up-to-date records.
- Ensure staff remain compliant with mandatory training requirements.
People Management
- Provide direct line management to team leaders and overarching support to their teams.
- Identify and address poor performance or ineffective processes in a constructive and timely manner.
- Maintain full understanding of all departmental policies and procedures, ensuring they are implemented and adhered to.
- Act as a role model, actively demonstrating DHC values.
- Foster and maintain strong working relationships with all colleagues.
- Provide coaching and mentoring to team members to support their development.
Deputising for the Outpatients Service Manager
- Deputise for the Outpatients Service Manager and the Deputy Outpatients Manager (Services) during periods of absence or when they are off-site.
- Act as duty manager, supporting all teams within the department to resolve queries and ensure timely resolution of issues.
- Share responsibility for responding to duty calls, emails, and operational tasks.
- Ensure day-to-day operations remain efficient and effective, proactively identifying and implementing improvements where appropriate.
Job description
Job responsibilities
The Deputy Outpatients Manager (Operations) will work closely with the Deputy Outpatients Manager (Services) and the Outpatients Service Manager to support the effective and efficient running of the department. They will act as the escalation point for same-day concerns and will place patient experience at the centre of their decision-making.
The role involves supporting the Outpatients Service Manager in managing the outpatient teams, including referrals in, reception, pathways, medical secretaries, and referrals out. This will include line management, streamlining processes, building relationships with third parties, supporting service developments and improvements, and reviewing and developing Standard Operating Procedures.
The post holder will work collaboratively with all teams across Outpatients and must therefore develop a strong understanding of the various duties and responsibilities within each team. They will also need to consider the wider impact of decisions and events across the service.
It is essential that the post holder demonstrates excellent attention to detail and problem-solving skills, and is able to prioritise and organise their own workload. They must be capable of exercising initiative and independent judgement, while maintaining a high level of confidentiality and diplomacy at all times.
DUTIES AND RESPONSIBILITIES OF THE POST
- Responsible for the day-to-day management of operational issues, using initiative and making independent decisions.
- Oversee the management of patient pathways from referral through to discharge, including elements delivered by sub-contractors.
- Manage teams to meet objectives set by the Board, as well as local and national targets, KPIs, and SLAs.
- Prioritise and organise own workload, taking appropriate action as needed and ensuring deadlines are met through shared knowledge and team cover.
- Attend and conduct operational meetings and review groups relating to incidents, complaints, and governance.
- Support the development of innovative working practices, new services, and additional locations to enhance patient experience.
- Continuously seek service improvements, using emerging technologies to promote efficiency and autonomy.
- Run reports and interpret data to inform operational decisions.
- Undertake any other reasonable duties in line with the nature of the role.
Patient and Public Engagement
- Act as the first point of contact for complaints and concerns, working with relevant team leaders to address patient issues promptly.
- Build and maintain effective working relationships with colleagues, clinicians, and external partners.
- Set up regular quality and performance review meetings with third-party healthcare providers (e.g. NHS trusts and independent hospitals), supporting the establishment of new referral pathways, sharing wait list trackers, and facilitating mutual information exchange and issue resolution.
- Conduct and support patient surveys, audits, and inspections; review patient feedback and develop action plans to address areas for improvement.
Governance
- Ensure all complaints are responded to within agreed timeframes and in line with guidelines.
- Investigate incidents thoroughly, establish root causes, and implement corrective and preventative measures to avoid recurrence.
- Draft new procedures and review existing processes to ensure they remain fit for purpose, updating them as necessary.
- Maintain accurate and up-to-date records.
- Ensure staff remain compliant with mandatory training requirements.
People Management
- Provide direct line management to team leaders and overarching support to their teams.
- Identify and address poor performance or ineffective processes in a constructive and timely manner.
- Maintain full understanding of all departmental policies and procedures, ensuring they are implemented and adhered to.
- Act as a role model, actively demonstrating DHC values.
- Foster and maintain strong working relationships with all colleagues.
- Provide coaching and mentoring to team members to support their development.
Deputising for the Outpatients Service Manager
- Deputise for the Outpatients Service Manager and the Deputy Outpatients Manager (Services) during periods of absence or when they are off-site.
- Act as duty manager, supporting all teams within the department to resolve queries and ensure timely resolution of issues.
- Share responsibility for responding to duty calls, emails, and operational tasks.
- Ensure day-to-day operations remain efficient and effective, proactively identifying and implementing improvements where appropriate.
Person Specification
Skills and Aptitudes
Essential
- Excellent verbal and written communication skills
- Ability to work well under pressure and meet deadlines
- Proactive multitasker
- Good time management
- Patient-focused
- Clear problem solver who seeks solutions independently
- Experience working towards targets and providing progress updates
- Experience managing competing priorities
Attributes
Essential
- Can-do attitude
- Presentable appearance
- Good team player
- Reliable
- Flexible
- Trustworthy
- Proactive and committed
Qualifications
Essential
- Good standard of general education
- Demonstrable commitment to continued professional development
Desirable
- Understanding of medical terminology
- Educated to degree level
Knowledge
Essential
- Ability to work with a diverse range of people at all levels
- High standards of quality in all communication
- Good IT skills, including Microsoft Office (Word, Excel) and internet/web proficiency, or equivalent
- Ability to maintain confidentiality at all times
- Experience in creating written processes such as Standard Operating Procedures
- Knowledge of HR lifecycle processes
Desirable
- Advanced IT skills
- Car driver with a current, clean UK driving licence
Experience
Essential
- Excellent administration and organisational skills
- Strong problem-solving and decision-making abilities
- Proven experience working in a customer-facing environment and improving processes
- Experience of being proactive and self-led
- Taking ownership of tasks through to completion
- Evidence of building strong relationships with internal and external stakeholders
- People management skills
- Incident investigation experience
- Handling customer complaints
Desirable
- Knowledge of SystmOne, our electronic patient management system
- Experience using specific NHS databases or a willingness to learn
- Change management experience
Person Specification
Skills and Aptitudes
Essential
- Excellent verbal and written communication skills
- Ability to work well under pressure and meet deadlines
- Proactive multitasker
- Good time management
- Patient-focused
- Clear problem solver who seeks solutions independently
- Experience working towards targets and providing progress updates
- Experience managing competing priorities
Attributes
Essential
- Can-do attitude
- Presentable appearance
- Good team player
- Reliable
- Flexible
- Trustworthy
- Proactive and committed
Qualifications
Essential
- Good standard of general education
- Demonstrable commitment to continued professional development
Desirable
- Understanding of medical terminology
- Educated to degree level
Knowledge
Essential
- Ability to work with a diverse range of people at all levels
- High standards of quality in all communication
- Good IT skills, including Microsoft Office (Word, Excel) and internet/web proficiency, or equivalent
- Ability to maintain confidentiality at all times
- Experience in creating written processes such as Standard Operating Procedures
- Knowledge of HR lifecycle processes
Desirable
- Advanced IT skills
- Car driver with a current, clean UK driving licence
Experience
Essential
- Excellent administration and organisational skills
- Strong problem-solving and decision-making abilities
- Proven experience working in a customer-facing environment and improving processes
- Experience of being proactive and self-led
- Taking ownership of tasks through to completion
- Evidence of building strong relationships with internal and external stakeholders
- People management skills
- Incident investigation experience
- Handling customer complaints
Desirable
- Knowledge of SystmOne, our electronic patient management system
- Experience using specific NHS databases or a willingness to learn
- Change management experience
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.
