Centre Manager | Diagnostics
Looking for candidates Immediately available
Temp – Perm possibility
Up to £80,000 DOE
South West London/Surrey
Role Purpose
1. Provide leadership, management, and direction to the centre
2. Ensure the highest quality and governance in all we do
3. Lead the delivery of exceptional customer experience to patients, consultants, and visitors
4. Be an ambassador for the site, brand, and company to the community and stakeholders
5. Deliver sustainable commercial success for the site
CORE RESPONSIBILITIES AND KEY ACCOUNTABILITIES
* Be responsible for the day to day management and safe operations of the centre to include (but not limited to) bookings, front of house, enquiries, clinical services (including Radiology), billing, stock control/management, 3rd party services (eg blood tests), managing maintenance, facilities cleaning/hygiene, access control, and fire/safety systems.
* Ensure an appropriate level of staffing is maintained to support the safe operation of the centre at all times, recruiting and retaining high calibre staff to meet the clinical and non-clinical needs of the centre
* Manage the team members through all aspects of the employee lifecycle demonstrating dignity, care, and respect at all times
* Provide regular feedback and appraisal to team members to help them to develop in their roles and grow engagement with the company
* Participate in and support CPD for all staff, ensuring that competency and mandatory training requirements are met, registrations maintained (eg HCLP where applicable) and work to develop staff to their fullest potential.
* Ensure great communications processes are in place with the team, providing forums for feedback and improvement (two-way), and closed loop processes to ensure all members of the team can learn from shared experience and support each other.
* Where clinically trained, to be available on a defined sessional basis to conduct clinical duties and maintain competencies as both an autonomous practitioner and as part of a team
Ensure the highest quality and governance in all we do
* Be the centres’ Registered Manager with the Care Quality Commission (CQC), delivering your duties with the expected care, attention, duty of candour, and legal requirements at all times.
* Support audit processes, risk assessments, and maintenance schedules, ensuring safe systems of work are in place at all times
* Ensure the team remain compliant with company policy, operating procedures, and work instructions. Take effective timely action to correct any variances.
* Constantly seek ways to improve processes, systems, and communications; strive to achieve an Outstanding CQC rating and other recognitions of excellence from regulatory bodies
* Ensure compliance with relevant radiation protection and MR operation standards with advisors and officers in place to meet regulatory standards.
* Act promptly on audit findings / adverse events to promote safety of the centre and its users
* Ensure facility staff awareness and compliance with all legislative and company policies and procedures to include, but not limited to, CQC, SHE, DSE, Fire, COSHH, Life Support, Safeguarding, Information Security, Infection Control and Manual Handling; and to report any hazards or incidents
* Support the local and group integrated governance processes
Lead the delivery of exceptional customer experience to patients, consultants, and visitors
* To be an advocate of high customer care standards and create a positive and proactive approach to customer service through the Centre teams
* Actively seek feedback from patients and service users via customer service and friends and family tests. Demonstrate timely action by the team on the output to improve services
* Seek ways to turn patients, visitors and consultants in to net promoters of the centre
* Ensure the team are trained in customer service and are able to identify un-met customer needs and engage positively with people
Be an ambassador for the site, brand, and company to the community and stakeholders
* Promote and market the Facility to customers, current and potential, and external professionals
* Manage complaints professionally and to the standards laid out in the company policy
* Identify opportunities to grow services that are in support of the business aims and also that engage with the local community needs.
* Promote the company values in all that is done, said, or communicated.
Deliver sustainable commercial success for the site
* Develop the centre business plan in partnership with the finance and leadership teams in support of annual budget processes
* Identify marketing opportunities, recruit new consultants, and foster relationships with referrers to promote the use of the centre within the scope of CQC registrations and maximise revenue generation
* Be the accountable budget holder for the site and manage all business compliance processes
* Monitor internal costs, stock levels, and staffing levels to ensure optimum efficiency whilst maintaining clinical need and customer service standards
* To review and utilize business reports to inform management of the Centre
* Communicate commercial, financial, billing and contractual requirements to the Centre team as needed to help them execute their roles and ensure compliance with procedures
* To formally meet (minimum annual) with every internal referring clinician to discuss practice development, clinical and operational issues
* To be responsible for ensuring the requirements of PMI recognition status are understood, met and maintained with timely completion of required audits
Key Performance Indicators:
* CQC rating
* Customer satisfaction
* Net promotor scoring
* Report turnaround time
* Modality/room utilisation
* Financial performance to budget
* Revenue per customer
* Costs as a % of revenue
Requirements:
* Degree or Diploma
* Management experience within a multi-modality department / facility
* Demonstrate commercial awareness within a previous practice or industry
* IT familiarity with Microsoft Word, Excel and PowerPoint
* Ability to lead, motivate, support and develop employees to maximise contribution to business goals and objectives
* A confident decision maker who can make sound business decisions
* Ability to analyse, interpret and make recommendations on data specific to the Facility in order to identify business development opportunities, change current practice, monitor and influence performance
* Knowledge of the healthcare service sector and the systems and processes used
* Strategic awareness with an understanding of the commercial perspective of healthcare delivery
If you are looking for an exciting new challenge and the opportunity to become an integral part of a successful business, get in touch with Beth for a confidential chat on 02392 316033 or send your updated CV to bburgess@compassltd.co.uk
Compass Associates Ltd is acting as a Recruitment Consultancy for this permanent vacancy; we offer £200 John Lewis vouchers for each successful recommendation.