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, ensure all voices are heard and included and is
committed to equal opportunities for all.
Job description
Job responsibilities
WORKING PATTERN: FT preferred, or a minimum of 30 hours per week.
JOB 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
a 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
Please note: the
criteria set out in the person specification will be used to make recruitment
decisions. Please ensure you set out
clearly in your application and supporting statement how your experience,
skills, knowledge and qualifications meet the criteria.
Job description
Job responsibilities
WORKING PATTERN: FT preferred, or a minimum of 30 hours per week.
JOB 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
a 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
Please note: the
criteria set out in the person specification will be used to make recruitment
decisions. Please ensure you set out
clearly in your application and supporting statement how your experience,
skills, knowledge and qualifications meet the criteria.
Person Specification
Qualifications
Essential
- Good standard of general education.
- Can evidence commitment to continued professional development
Desirable
- Understanding of medical terminology.
- Educated to degree level
Attributes
Essential
- Can do attitude.
- Presentable appearance.
- Good team worker.
- Reliable.
- Flexible.
- Trustworthy.
- Pro-active and committed.
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.
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.
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.
Person Specification
Qualifications
Essential
- Good standard of general education.
- Can evidence commitment to continued professional development
Desirable
- Understanding of medical terminology.
- Educated to degree level
Attributes
Essential
- Can do attitude.
- Presentable appearance.
- Good team worker.
- Reliable.
- Flexible.
- Trustworthy.
- Pro-active and committed.
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.
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.
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.
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.
