Operational Admin Support Urology / Colorectal & General Surgery
Chelsea and Westminster Hospital NHS Foundation Trust
Operational Admin Support Officer Urology / Colorectal & General Surgery - Band 5
x1 Position based at West Middlesex Hospital
x1 Position based at Chelsea and Westminster Hospital
An exciting opportunity for a dynamic individual to complement a vibrant operational management team in Urology, Colorectal and General Surgery at Chelsea and Westminster Hospital NHS Foundation Trust.
Ideally you will have experience of managing KPIs, patient pathways, and rota management in NHS operations.
You will have excellent organizational skills and communication skills - both oral and verbal - and will be able to work well under pressure, balancing competing demands and meeting tight deadlines.
Main duties of the job
The Operational Admin Support Officer is responsible for delivering high-quality and efficient patient services in defined clinical areas. The post holder will support the Senior Operational Management team and the Service Directors with the operational management of the services and delivery of national KPIs.
The Post Holder will work closely and in partnership with other services within the Trust, in particular the nursing teams; clinical teams; Patient Access and Theatre teams, and other divisions to achieve agreed performance, productivity targets, and clinical quality indicators; assist in the delivery of objectives across the designated specialities as well as participate in mutually agreed projects and service improvement initiatives.
We expect all staff to demonstrate the following standards within their job roles, and to be reviewed against them in their annual development reviews:
* To be friendly, helpful, and welcoming
* To introduce ourselves by name and role, and explain what we do
* To listen and respond promptly to what patients really want or need
* To do what we have promised
* To offer to help - not wait to be asked
* To find someone who can help if we aren't able to
* To deliver the best possible care/service at all times
* To provide an environment that is tidy and clean
Job responsibilities
* Provide hands-on operational support to designated areas of the Division, ensuring the delivery of KPIs and services in line with expected service standards in Urology and Surgery.
* Be accountable through the Deputy General Manager, Service Manager, and Assistant Service Manager for the monitoring and delivery of key quality, productivity, and performance targets.
* Manage cancer, elective, and diagnostic pathways in designated areas to ensure delivery of National and Local KPIs.
* Ensure patients access care in a timely manner by securing clinical and diagnostic capacity in Urology and Surgery.
* Engage with patients, GPs, and other external stakeholders directly to achieve timely treatment and KPI.
* Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment.
* Manage basic rostering and clinic timetabling across the department of Urology, Colorectal, and General Surgery.
* Support ASM/SM with clinical leave management, effective clinic utilization, and capacity planning.
* Promote excellent customer service and patient experience throughout all areas of responsibility.
Person Specification
Experience
* Experience of managing patient pathways and the related national targets.
* Experience in NHS or public sector environment/team desirable.
* Experience of using IT systems and patient data systems.
Skills and Knowledge
* Knowledge of RTT and Cancer Waiting times standards and reporting methods.
* Understanding of main KPIs.
* Ability to communicate effectively with people at all levels.
* Ability to use own judgment to resolve problems.
* Ability to plan, organize and accomplish a variety of concurrent assignments.
* Ability to follow policies and procedures.
* Attention to detail combined with the ability to extract key messages from analysis.
Education and Qualifications
* NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience.
* Computer Literacy Course.
* AMSPAR Medical Terminology.
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.
Employer name
Chelsea and Westminster Hospital NHS Foundation Trust
£29,970 to £36,483 a year plus Inner/Outer HCAS
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