Service Manager - Cardiogy

Job overview

We are looking for a talented, enthusiastic and driven individual to join the Cardiovascular Care Group as Service Manager for Cardiology. The postholder will have previous experience of managing a busy outpatient and elective service, and be innovative and dynamic in providing leadership to a team of administrative staff and wider diagnostic colleagues working in the Cardiac Non Invasive Diagnostic department.

Main duties of the job

The post holder will provide timely, efficient and effective operational management support for the Cardiology department, working with the lead clinicians and key stakeholders as required. They will ensure that these services are responsive, innovative and provided to the highest possible clinical and performance standards. They will problem solve as appropriate; develop and implement lasting solutions in conjunction with clinical and managerial colleagues.

The successful candidate will support the Deputy General Manager in ensuring that all performance targets are met and will be expected to lead on the management of patient access targets for the Cardiology service, including referral to treatment (RTT), cancer targets, diagnostic (DM01) performance, outpatient performance (DNA rate, clinic utilisation) and theatre utilisation. They will be responsible for the management, monitoring and overseeing of clinic and theatre capacity, utilisation, DNAs and e-RS.

The post holder will manage a team of administrative staff across Cardiology, ensuring that the Trust HR policies are applied and adhered to as required. They will lead on the recruitment of administrative vacancies and manage the development and wellbeing of the administrative team.

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

Operational Performance Management

· Ensure effective processes and procedures are in place within the service to monitor and track performance against the annual plan.

· Manage the analysis of data so that the nursing, medical and senior leadership team within the service have access to timely and accurate information on all key performance indicators.

· Ensure compliance with all relevant Trust policies, procedures and SOPs.

· Ensure sufficient staffing levels and allocation depending on service needs, escalating as appropriate.

· Ensure correct skill mix within team.

· Responsible for the day to day efficient and effective operational management of service areas, linking appropriately with clinical and multi-disciplinary staff in all matters affecting the delivery of core services.

· Respond to daily problems and ensure issues are swiftly resolved or escalated; implement longer term solutions to issues raised.

· Work closely with the Clinical Lead, nursing leadership, and operational management to ensure effective support services are in place for all clinical areas.

· Ensure facilities and other resources are available to meet service needs, including analysing and managing space requirements.

· As a member of the management team, support the Annual Plan, ensuring staff involvement, in line with Trust objectives.

· Manage the analysis of data so that the Management team has access to timely and accurate information on all key performance indicators.

· Participate in and contribute to Trust wide initiatives and projects as appropriate.

· Develop and write local standardised procedures within own work area.

· Ensure that effective systems are in place to maintain service delivery in the event of staff absences.

· Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed.

· Support the management team by preparing presentations.

· Liaise with other departments and members of the Trust to support the smooth running and functioning of the department/service.

· To serve as first point of escalation for operational issues, representing the Care Group at core operational meetings as required and providing updates to senior management within the Care Group on changes in operational performance.

Service Management and Development

· To take a lead role in facilitating process improvement within designated service areas.

· Alongside the lead clinicians, develop improvement plans and take the operational lead for service improvement and development.

· Regularly review and update the patient access and pathway management standard operating procedures in line with the Trust’s access policy and local reporting requirements.

· In conjunction with the care group management team, contribute to the development and production of the annual plan and assist in the writing of business cases.

· To liaise with clinical staff at all times, ensuring that their interests and ideas are incorporated into service planning and developments in conjunction with the Trust’s strategy.

· To assist in change management projects within the department, Care Group and across the Trust; leading the projects where requested.

· Support organisational change and wider organisation to ensure efficient service delivery and productivity and compliance with Trust and NHS targets; this could include consultation with staff and promoting new ways of working, implementing new policies and procedures.

· Provide support in the development and implementation of R&D education and training programmes within the service.

· To assist with the production of accurate information for the Trust’s website and Electronic Referral System (e-RS).

· Lead on organisation of service meetings.

Quality, Risk and Governance

· Manage the implementation of effective systems, control processes and risk management arrangements in the service.

· Support the monitoring of compliance with internal and external governance and best practice requirements in the Service.

· Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the Service.

· Undertake complaint investigation in conjunction with clinicians.

· Resolution of PALS issues.

· Ensure outcomes of root cause analysis, serious incident investigation, PALS issues are implemented.

· Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of the administrative service.

Financial Management

· Manage the A&C budget within the service ensuring that expenditure is within agreed limits.

· Manage and monitor performance so that the service meets its financial and operating targets.

· Manage delegated budget responsibilities for area, ensuring income capture, adherence to agreed budget plans, identifying savings and implementing plans to reduce costs as appropriate.

· Work with the Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required.

· Support with the identification of cost pressures, service development and cost improvement plans.

· Support with the development of business cases to meet requirements

· Lead delegated projects for the Service/ Directorate to contribute to the achievement of cost improvement programmes.

· Ensure compliance with Trust standing financial instructions.

People Management

· Managerial responsibility for all administrative and clerical (A&C) teams (and others as agreed), ensuring effective staff deployment within the service.

· Lead, coach and manage the performance of the team in line with good people management practices. Ensuring excellence is recognised and underperformance is addressed

· Participate in regular performance appraisal meetings and ensure each member of the team has a clear set of objectives and development plans

· Set objectives and review performance of A&C staff, identifying individual training and development needs and promote continued personal and professional development to ensure continual improvement.

· Manage sickness, disciplinary and performance issues in line with Trust policies.

· Anticipate staff shortages in admin and clinical areas and coordinate action from relevant leads to minimise the impact of these on service delivery.

· Support the clinical lead to ensure safe staffing, recruitment and other HR queries from the medical /dental team

· Provide assurance on the effectiveness of medical rotas at both junior and consultant level

· Recruit and locally induct A&C staff in line with Trust policies and procedures.

· Support workforce plans which anticipate service changes and developments and which address recruitment, retention and workforce supply issues to minimise the impact of these on service delivery.

· Ensure the team is compliance with all statutory, mandatory training together with any professional training requirements, ensuring they are up to date and fully compliant

· Identify talent and support the internal talent management process in order attract and retain and succession plan for your people

· Review skills mix at regular intervals in order to identify any potential opportunities to maximise resource utilisation / allocation, ensuring job descriptions are kept up to date

· Continuously support in improving the morale of the team and implementing a culture of zero-tolerance for bullying.

· Responsible for developing and motivating staff through effective personal leadership, ensuring views and decisions are communicated both up and down the management structure.

Person specification

Education & Qualifications

Essential criteria

• Educated to degree level or equivalent knowledge, skills and experience

Desirable criteria

• Master’s Degree or equivalent
• PRINCE 2 or project management qualification

Knowledge and Experience

Essential criteria

• Experience in a management role
• Demonstrated capacity and capability for operational management in an acute hospital environment or similarly complex organisation, including staff management, financial management and change management
• Knowledge and understanding of service improvement and practical use of tools that lead to service improvement
• Previous experience of managing change in a clinical/service environment
• Sound understanding of HR processes and experience of staff management.
• Knowledge of managing a budget and applying financial control
• Knowledge and experience of delivering constitutional standards
• Experience of managing patient pathways

Skills and Competencies

Essential criteria

• Able to relate and communicate with staff from all levels and different professions
• Demonstrate ability to successfully initiate, manage and sustain change
• Able to represent the service and Trust at internal and external meetings
• Ability to identify risks and develop / present plans to mitigate these risks.
• Awareness and understanding of current health issues in the context of the NHS and the changing NHS environment
• Able to deliver objectives within an agreed timeframe
• Experience of leading on key performance targets including measurement of progress
• Clear understanding of financial management including expenditure budgets

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

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