To lead the day-to-day management of Outpatient Administration staff and administrative processes, supporting the Performance Operations Manager to deliver key performance indicators and enhance service efficiency.
To provide first line management of the Outpatient Supervisors, with responsibility for performance, workload management, adherence to policies, procedures and standards of customer care and quality. This post holder will manage the implementation of, and continually monitor, Staff induction programmes and training requirements. In liaison with the Performance Operations Manager, ensure the appropriateness of Outpatient administrative services and performance management requirements of the Trust are met in particular financial expenditure targets, cost control, quality, staffing and activity improvement plans.
Main duties of the job
1. Support services through the production of effective systems and processes which enable the reporting of activity information by operational staff, linking, where necessary with other departments to co-ordinate arrangements and continuous improvement.
2. Provide teams with information about performance and system and ensure that such information is clearly understood to develop ownership and commitment to service delivery.
3. Support adequate controls on expenditure through the implementation of good budgetary practice for designated staff through effective monitoring.
4. Produce information and reports in a timely manner which may be of a complex nature, which account for performance against targets and oversee the development and delivery of action plans/processes to support improvements.
About us
Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.
Job description
Job responsibilities
1. Responsible for the standard and quality of the Unit Managers, requesting, analysing, and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
2. Ensure that great service is provided within clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.
3. Be the custodian of brilliant experience for our patients, through the management of the unit managers/Patient Experience team warm and engaging interaction with a smile at all times.
4. Deliver a brilliant patient experience subject to patient feedback and continue to adapt and grow the experience delivery by putting the patient at the heart of everything we do.
Person Specification
Education
Essential
* Degree or equivalent experience
* Evidence of further training / experience in a relevant area
Desirable
* Formal project management qualification
Experience
Essential
* Evidence of leading and monitoring projects
* Experience of working across departmental and organisational boundaries to deliver specific targets and to improve services for patients
* Proven experience of developing administrative processes, analysing information, and report writing
Desirable
* Experience of working in management role in the NHS
Knowledge
Essential
* Good analytical reasoning, strong negotiation and influencing skills especially where there may be barriers to cooperation or understanding, stakeholder engagement, ability to prioritise own workload, delegate appropriately and manage time effectively, good IT skills, presentation and report writing skills, acts collaboratively, knowledge of business case procedures, ability to analyse and validate data.
* Experience and understanding of outpatient services and performance indicators.
* Strong communication skills with the ability to manage complex or sensitive information.
Desirable
* Evidence of strategic planning.
* Able to lead, facilitate and motivate a wide range of teams to achieve results.
Employer details
Employer name
Great Western Hospitals NHS Foundation Trust
Address
Great Western Hospitals NHS Foundation Trust
Marlborough Road
Swindon
SN3 6BB
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249-6715105
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