Assistant Service Manager - Gynaecology

We are looking for an exceptional individual with strong management skills to join our team as an Assistant Service Manager for Gynaecology services at the Chelsea and Westminster site.

The successful candidate will be highly organised and adaptable, have proven NHS experience and service improvement skills and be able to manage changing and complex priorities effectively. They will have the ability to use their own initiative and communicate effectively at all levels.

The Assistant Service Manager is responsible for the effective operational, business and performance management of the assigned specialties. The Assistant Service Manager will work in partnership with the Heads of Clinical Services and Senior Nursing Teams for the specialties. The post holder will be a key member of the Divisional Management Team, and will work closely with wider operational and clinical teams to ensure the delivery of key performance indicators for the division as well as having direct operational responsibility for a portfolio of services within the Directorate.

Main duties of the job

• Responsible for the delivery of high quality and efficient patient services in defined clinical areas.
• Support the Service Manager and the Service Directors with the operational management of the services.
• Work closely and in partnership with other services within the Trust, in particular the nursing teams; clinical teams; and patient access to achieve agreed performance, productivity targets and clinical quality indicators.
• Assist the Service Manager and the Service Directors in the delivery of objectives across the Directorate as well as directly managing mutually agreed projects and service improvement initiatives.
• Where appropriate, the Assistant Service Manager will work on mutually agreed projects as delegated by the Service Manager.
• Ensure that line management of his or her staff is undertaken professionally and that each member of staff has an appraisal and development and training plan consistent with Directorate, Division and Trust objectives.

Job responsibilities

• Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards.
• Support clinical teams to deliver high-class Maternity and Neonatal care at both hospital sites.
• Be accountable through the Deputy General Manager for the monitoring and delivery of key quality, productivity and performance targets.
• Undertake appropriate projects identified by the Deputy General Manager.
• Support your counterpart Assistant Service Manager as required with developing new administrative processes and procedures in their areas.
• Promote excellent customer service throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
• Work closely with the clinical Divisional management teams to ensure the effective delivery of a responsive and efficient administration service that supports the patients pathway whilst delivering departmental and organisation KPIs.
• Lead on the investigation and co-ordination of complaints that are predominantly administrative related within the directorate working closely with nurses, medical staff and with the Patient Advisor.
• Ensure corrective action is taken in response to patient feedback.
• Be responsible for effective communication systems within areas of administration responsibility including regular team and departmental briefing.
• With support of the Deputy General Manager participate in business planning and ensure that the administrative function supports and enables the delivery of clinical within the divisions and Outpatients.
• Assist the Service Manager in the production, implementation and revision of operational policies throughout the Directorate and Division, instigating the changes to or implementation of policies and procedures.
• Attend internal and external meetings and provide feedback to staff as relevant, particularly on new initiative.
• Work closely with the Information and clinical coding departments to ensure better capture of information and higher standards of data quality.
• Keep up to date with new IT initiatives and all PAS developments and other Trust systems as they affect clinical administration services.

Management of people

• Support the Service Manager within the Directorate to co-ordinate annual leave and study leave in order that cover is always maintained and agency expenditure is minimised.
• Manage the on-call Rota for all junior staff.
• Line Manage and support staff allocated to you within the Directorate.
• Ensure close working relationships are maintained with the clinical professionals on all matter relating to patient care within the service.

Financial Management

• Play an active role in identifying areas within the service where expenditure can be reduced and/or income generated.
• Be involved under the General Managers instruction in the business planning process, producing capital and revenue business cases and proposals for service development.
• Support your counterpart Assistant Service Manager and Service Manager in monitoring and managing relevant devolved budget.
• Undertake detailed information analysis of specific projects/reports requiring high levels of analysis.
• Contribute to management of performance information, taking a lead for specific projects and be responsible for the budget for the project.
• Provide information for the bank and agency expenditure for the team.

Technology

• Take an operational lead for existing technologies within the Division including transcription services and Electronic Document Management.
• Take a lead role in projects involving the introduction of new technologies.
• Work with the Trust IT department and external providers, ensure the above systems operationally function on a day to day basis to support hospital outpatient and inpatient activity.
• Plan staff training on new systems (clinical and administrative).
• Report to the Service Manager any deviation from agreed standards by the contracted provider.

Person Specification

Education and Qualifications

• Educated to degree level or equivalent experience.
• Qualification in Management such as First Line Managers Diploma or equivalent experience.
• Proficient IT skills, including Microsoft Office applications (equivalent to ECDL or demonstrable experience).

Experience

• Demonstrable management experience, including responsibility for staff, processes and operational service delivery.
• Significant NHS experience with a sound understanding of acute hospital services and patient pathways.
• Experience of outpatient administration, waiting list management, capacity planning and performance management.
• Experience of using Patient Administration Systems (PAS) and other healthcare information systems.
• Experience of working within a patient-focused or customer-driven service environment.

Skills and Knowledge

• Excellent verbal and written communication skills, with the ability to engage effectively with staff and stakeholders at all levels.
• Strong organisational skills with the ability to manage competing priorities and deliver to deadlines.
• Ability to analyse, interpret and present information and data to support operational and service improvement decisions.
• Excellent attention to detail, including data validation, quality checking and record accuracy.
• Ability to use initiative, exercise sound judgement and resolve problems independently and effectively.
• Knowledge of RTT, Cancer Waiting Time Standards and associated performance reporting requirements.
• Knowledge of NHS performance management and reporting frameworks.
• Ability to work within established policies, procedures and governance frameworks.
• Effective conflict resolution, negotiation and stakeholder management skills.
• Ability to manage challenging situations, complaints and service pressures in a professional manner.
• Willingness and ability to learn new systems, processes and technologies.