Service Manager

Job overview

The post holder will provide timely, efficient and effective operational management for Haematology Outpatients working with the Deputy General Manager, 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.

The post holder will support the Deputy General Manager in ensuring that all performance targets are met and will be expected to lead on the manage the management of patient access targets for Haematology including referral to treatment (RTT), cancer targets, outpatient performance (DNA rate, clinic utilisation) and overseeing e-RS.

The post holder will be required take forward agreed projects to improve service delivery and patient experience (including leading on complaints) as directed by the Deputy General Manager.

The post holder will manage and monitor performance against agreed income, pay and non-pay budgets, working closely with finance colleagues to understand and address areas of over-spend or financial concern.

The post holder will manage a team of administrative staff across Haematology Outpatients , 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.

Main duties of the job

To lead and manage Haematology Outpatients Service to deliver KPI's in line with the NHS constitutional targets. To actively lead on performance, including PTL meetings (validation, clinic utilisation and DNA management), and contribute to wider Divisional performance reporting. To have overall responsibility for eRS, and work with relevant teams to manage any ASI's, appointments for booking and Advice & Guidance.

To monitor and manage pay and non-pay budgets, taking corrective action and undertake first line management responsibilities for specified admin staff, including leave management, sickness and appraisals.

To actively lead on complaints relating to the Outpatient service

To deputise for the Deputy General Manager where appropriate

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.

• To serve as first point of escalation for operational issues, representing the care group at core operational meetings as required and providing update 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

Quality, Risk and Governance

· Undertake complaint investigation in conjunction with clinicians.

· Resolution of PALS issues.

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

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.

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.

Person specification

Knowledge

Essential criteria

• Educated to degree level or equivalent knowledge, skills and experience
• Demonstrated capacity and capability for operational management in an acute hospital environment or similarly complex organisation
• Sound understanding of HR processes and experience of staff management.
• Knowledge of managing a budget and applying financial control
• Experience of leading on key performance targets including measurement of progress
• Excellent IT competencies that support document production and data analysis

Desirable criteria

• Demonstrable working knowledge of EPIC (Patient Administration System)

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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