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.
It's a really exciting time
to join the team as we have just opened a new location and are developing new
services to better serve the communities we work in. You will play a key role in ensuring the
success of the department. You will be
one of two Deputy Outpatient Managers. This position in particular focuses on
leading and supporting our operational teams and processes.
Main duties of the job
You will be the point of contact for all 'on the day' concerns from
patients or staff. Therefore, problem-solving, relationship-building, and people-management
skills will be instrumental to the role.
Our clinics operate from
Monday to Saturday, and this position will be included in the rotational
management coverage on Saturdays.
It is
essential that you have excellent attention to detail, can prioritise and
organise your own workload, create efficient and effective workflows, exercise
initiative and independent judgement whilst maintaining a high level of
confidentiality and diplomacy at all times.
About us
This is an excellent opportunity to join our existing management
structure within our professional and friendly team.
Dorking Healthcare (DHC) is an organisation that provides a wide range of
quality healthcare services in Surrey and Sussex. We are registered with the
CQC (Care Quality Commission), receiving a 'Good' status in our most recent
inspection, and we are an accredited AQP (Any Qualified Provider). Our vision
is to continually improve local services for patients by offering first-class
care and shorter waiting times.
A "can-do" attitude is a vital asset at DHC, and we are looking for
like-minded individuals to work with us who share the same 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
Some of our sites have free on-site parking (subject to availability)
We
aim to be an employer of choice and conduct annual staff satisfaction surveys
DHC actively encourages
and promotes diversity, ensures all voices are heard and included, and is
committed to equal opportunities for all.
Job description
Job responsibilities
Working pattern: Full-time preferred, or a
minimum of 30 hours a week.
Location:Dorking Hospital & other DHC locations as
required.
JOB
SUMMARY:
The
Deputy Outpatients Manager (Operations) will work closely with the Deputy
Outpatients Manager (Services) and the Outpatients Service Manager to drive the
effective and efficient running of the department. They will act as the escalation point for 'on
the day concerns' and will have improving patient experience at the heart of
their decisions.
Assisting
the Outpatients Service Manager with the management of the teams within Outpatients:
referrals in, reception, pathways, medical secretaries, and referrals out. This will include line management, streamlining
processes, developing relationships with third parties, service developments
and improvements, reviewing and creating Standard Operating Procedures.
The
post holder will work with all teams across Outpatients; they will therefore
need to develop a good understanding of the various duties and roles they
conduct and be able to consider the impact of decisions and events across all
teams.
It
is essential that the post holder has excellent attention to detail, problem-solving
skills, and can prioritise and organise their own workload, exercise initiative
and independent judgement whilst maintaining a high level of confidentiality
and diplomacy at all times.
DUTIES
AND RESPONSIBILITIES OF THE POST
General
- To
be responsible for the day-to-day management of operational issues, making
independent decisions.
- Oversee
the management of patient pathways from referrals received to patient discharge,
including elements undertaken by sub-contractors.
- To
be responsible for the day-to-day management of teams to meet objectives set by
the board, local and national targets, KPIs, and SLAs.
- Prioritise
and organise own workload; making decisions and initiating action where
necessary, ensuring timeframes are met through shared knowledge and cover.
- Attending and conducting
operational meetings, review groups for incidents, complaints, and governance.
- Support
the development of innovative ways of working, new services, and additional
locations aimed at improving patient experience.
- Strive
for continuous improvement, making use of developing technology to drive
efficiency and autonomy.
- Running
reports and interpreting data.
- Any other reasonable duties as
commensurate with the nature of this role.
Patient
and public engagement
- To be the first point of
contact for complaints and concerns, working with the relevant team leader to
promptly address patient issues.
- Build effective working
relationships with colleagues, clinicians, and third parties.
- Setting up regular quality and
performance reviews with third-party health care providers, such as trust
hospitals and independent hospitals. To
support establishing new referral pathways, sharing wait list management
trackers and the exchange of mutually beneficial information and addressing issues.
- Conducting and supporting
patient surveys, audits, inspections and reviewing patient feedback, creating
action plans for any areas where improvements are identified.
Governance
- Responsible for responding to
complaints within the set timeframes and guidelines.
- Investigating incidents,
establishing root cause and putting corrective and preventative measures in
place to prevent a recurrence
- Writing up new procedures and
checking existing processes are fit for purpose and updating them where
necessary.
- Maintaining accurate record
keeping.
- Ensuring staff compliance with
mandatory training.
People
Management
- Direct line management of team
leaders and overarching management of their teams.
- Challenge
and manage poor processes or performance.
- Be
fully conversant with all departmental policies and guidelines and ensure these
are implemented and adhered to.
- To
act as a role model, actively demonstrating DHC values.
- Maintain
excellent working relationships with all colleagues.
- Coaching and mentoring team
members.
Deputising
for the Outpatients Service Manager
- Deputising for the Outpatients
Service Manager and the Deputy Outpatients Manager (Services) when they are
unavailable or off-site.
- As duty manager, provide
support to all teams within the department to resolve queries, ensuring issues
are resolved within a timely manner.
- Sharing the responsibility of
responding to duty calls, emails and tasks.
- Ensure day-to-day operations
are efficient & effective, suggesting and delivering improvements where
relevant.
WORK
SETTING AND REVIEW
To
manage own workload efficiently and effectively on a daily basis. Maintain confidentiality at all times. Make decisions pertaining to the smooth and
efficient running of the department, acting independently but with the support
of the wider management team.
Be
able to work with a degree of autonomy and with a continuous improvement
mindset.
Work
towards objectives as set by the Outpatients Service Manager.
CONFIDENTIALITY
The
post holder must maintain the confidentiality of information about patients,
staff and DHC business in accordance with the Data Protection Act 1998 and
Caldicott principles.
This job description represents
an outline of the responsibilities of the post and is not intended to be an
exhaustive list of duties or tasks. It
will change and develop in line with organisational needs and may be amended
following agreement with the post-holder.
Job description
Job responsibilities
Working pattern: Full-time preferred, or a
minimum of 30 hours a week.
Location:Dorking Hospital & other DHC locations as
required.
JOB
SUMMARY:
The
Deputy Outpatients Manager (Operations) will work closely with the Deputy
Outpatients Manager (Services) and the Outpatients Service Manager to drive the
effective and efficient running of the department. They will act as the escalation point for 'on
the day concerns' and will have improving patient experience at the heart of
their decisions.
Assisting
the Outpatients Service Manager with the management of the teams within Outpatients:
referrals in, reception, pathways, medical secretaries, and referrals out. This will include line management, streamlining
processes, developing relationships with third parties, service developments
and improvements, reviewing and creating Standard Operating Procedures.
The
post holder will work with all teams across Outpatients; they will therefore
need to develop a good understanding of the various duties and roles they
conduct and be able to consider the impact of decisions and events across all
teams.
It
is essential that the post holder has excellent attention to detail, problem-solving
skills, and can prioritise and organise their own workload, exercise initiative
and independent judgement whilst maintaining a high level of confidentiality
and diplomacy at all times.
DUTIES
AND RESPONSIBILITIES OF THE POST
General
- To
be responsible for the day-to-day management of operational issues, making
independent decisions.
- Oversee
the management of patient pathways from referrals received to patient discharge,
including elements undertaken by sub-contractors.
- To
be responsible for the day-to-day management of teams to meet objectives set by
the board, local and national targets, KPIs, and SLAs.
- Prioritise
and organise own workload; making decisions and initiating action where
necessary, ensuring timeframes are met through shared knowledge and cover.
- Attending and conducting
operational meetings, review groups for incidents, complaints, and governance.
- Support
the development of innovative ways of working, new services, and additional
locations aimed at improving patient experience.
- Strive
for continuous improvement, making use of developing technology to drive
efficiency and autonomy.
- Running
reports and interpreting data.
- Any other reasonable duties as
commensurate with the nature of this role.
Patient
and public engagement
- To be the first point of
contact for complaints and concerns, working with the relevant team leader to
promptly address patient issues.
- Build effective working
relationships with colleagues, clinicians, and third parties.
- Setting up regular quality and
performance reviews with third-party health care providers, such as trust
hospitals and independent hospitals. To
support establishing new referral pathways, sharing wait list management
trackers and the exchange of mutually beneficial information and addressing issues.
- Conducting and supporting
patient surveys, audits, inspections and reviewing patient feedback, creating
action plans for any areas where improvements are identified.
Governance
- Responsible for responding to
complaints within the set timeframes and guidelines.
- Investigating incidents,
establishing root cause and putting corrective and preventative measures in
place to prevent a recurrence
- Writing up new procedures and
checking existing processes are fit for purpose and updating them where
necessary.
- Maintaining accurate record
keeping.
- Ensuring staff compliance with
mandatory training.
People
Management
- Direct line management of team
leaders and overarching management of their teams.
- Challenge
and manage poor processes or performance.
- Be
fully conversant with all departmental policies and guidelines and ensure these
are implemented and adhered to.
- To
act as a role model, actively demonstrating DHC values.
- Maintain
excellent working relationships with all colleagues.
- Coaching and mentoring team
members.
Deputising
for the Outpatients Service Manager
- Deputising for the Outpatients
Service Manager and the Deputy Outpatients Manager (Services) when they are
unavailable or off-site.
- As duty manager, provide
support to all teams within the department to resolve queries, ensuring issues
are resolved within a timely manner.
- Sharing the responsibility of
responding to duty calls, emails and tasks.
- Ensure day-to-day operations
are efficient & effective, suggesting and delivering improvements where
relevant.
WORK
SETTING AND REVIEW
To
manage own workload efficiently and effectively on a daily basis. Maintain confidentiality at all times. Make decisions pertaining to the smooth and
efficient running of the department, acting independently but with the support
of the wider management team.
Be
able to work with a degree of autonomy and with a continuous improvement
mindset.
Work
towards objectives as set by the Outpatients Service Manager.
CONFIDENTIALITY
The
post holder must maintain the confidentiality of information about patients,
staff and DHC business in accordance with the Data Protection Act 1998 and
Caldicott principles.
This job description represents
an outline of the responsibilities of the post and is not intended to be an
exhaustive list of duties or tasks. It
will change and develop in line with organisational needs and may be amended
following agreement with the post-holder.
Person Specification
Skills and Aptitudes
Essential
- Excellent verbal and written communication skills.
- Ability to work under pressure and to meet deadlines.
- Pro-active multitasker.
- Good time management.
- Patient-focused.
- Clear problem solver who seeks solutions independently.
- Experience working towards targets and reporting updates.
- Experience managing competing priorities.
Attributes
Essential
- Can do attitude.
- Presentable appearance.
- Good team worker.
- Reliable.
- Flexible.
- Trustworthy.
- Pro-active and committed.
Qualifications
Essential
- Good standard of general education.
- Can evidence commitment to continued professional development.
Desirable
- Understanding of medical terminology.
- Educated to degree level.
Knowledge
Essential
- Ability to work with a diverse group of people at all levels.
- High-quality standards in all communication.
- Good standard of IT skills, i.e. Microsoft Office, Word, Excel and internet/web skills or equivalent.
- Ability to maintain confidentiality at all times.
- Creating written processes such as standard operating procedures.
- HR life cycle processes.
Desirable
- Advanced IT skills.
- Car driver with a current, clean UK driving licence.
Experience
Essential
- Excellent administration and organisational skills.
- Problem-solving skills and decision-making.
- Proven experience of working in a customer-facing environment and making improvements to processes.
- Experience in being proactive & self-led.
- Holding ownership of tasks through to delivery.
- Evidence of building strong relationships with internal & external stakeholders.
- People Management skills.
- Incident investigation.
- Dealing with customer complaints.
Desirable
- Knowledge of Systmone, our electronic patient management system.
- Experience of 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 under pressure and to meet deadlines.
- Pro-active multitasker.
- Good time management.
- Patient-focused.
- Clear problem solver who seeks solutions independently.
- Experience working towards targets and reporting updates.
- Experience managing competing priorities.
Attributes
Essential
- Can do attitude.
- Presentable appearance.
- Good team worker.
- Reliable.
- Flexible.
- Trustworthy.
- Pro-active and committed.
Qualifications
Essential
- Good standard of general education.
- Can evidence commitment to continued professional development.
Desirable
- Understanding of medical terminology.
- Educated to degree level.
Knowledge
Essential
- Ability to work with a diverse group of people at all levels.
- High-quality standards in all communication.
- Good standard of IT skills, i.e. Microsoft Office, Word, Excel and internet/web skills or equivalent.
- Ability to maintain confidentiality at all times.
- Creating written processes such as standard operating procedures.
- HR life cycle processes.
Desirable
- Advanced IT skills.
- Car driver with a current, clean UK driving licence.
Experience
Essential
- Excellent administration and organisational skills.
- Problem-solving skills and decision-making.
- Proven experience of working in a customer-facing environment and making improvements to processes.
- Experience in being proactive & self-led.
- Holding ownership of tasks through to delivery.
- Evidence of building strong relationships with internal & external stakeholders.
- People Management skills.
- Incident investigation.
- Dealing with customer complaints.
Desirable
- Knowledge of Systmone, our electronic patient management system.
- Experience of 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.
