About this role
Job summary
The post holder will manage the delivery of a high quality, safe and compassionate healthcare service to patients. They will have responsibility for ensuring that all administrative processes are efficient and effective and enable the team and the Trust to meet high standards of performance.
The post holder will have specific responsibility for driving forward excellent standards of customer service taking action where levels of service delivery fall short of what is required or do not uphold Trust values.
The post holder will line manage a team of administrators and will be responsible for organising workload and cover, recruiting and inducting new staff members, identifying training and support required by individuals and managing performance.
Main duties of the job
Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards. Monitor, analyse and report on service quality, productivity and performance against agreed targets, including RTT, waiting times and correspondence turnaround. Be accountable through the operational management team and work collaboratively with the administrative teams to adhere to Trust standards. Support the development, implementation and improvement of services and administrative systems. Ensure compliance with Trust policies and supporting quality assurance across the service. Pro-actively highlight any system, procedural or capacity issues in line with the needs of the service. Provide operational oversight of patient pathways across relevant paediatric services. Ensure appointments, communications and care processes are delivered compassionately and efficiently (considering both outpatient and inpatient provision). Manage patient enquiries and complaints, ensuring timely investigation, coordinationof responses, liaison with clinicians, PALS and the complaints team.
About us
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview. .
Job description Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.
Person Specification
Education Essential
Educated to degree level or equivalent experience Junior management qualification or equivalent experience to demonstrate competency
Desirable
Evidence of undertaking continuous professional development
Experience Essential
Operational experience in a leadership capacity (people and processes) Significant NHS experience with sound knowledge of acute hospital processes Knowledge of Patient Administration System and other relevant Trust system Intermediate use of MS Excel or other spreadsheet packages
Desirable
Experience of using Cerner or other relevant Trust systems Experience giving presentations to groups Experience of audit management Experience of leading a project
Skills Essential
Able to identify areas for improvement and implement processes as appropriate Information analysis skills and knowledge of using data to improve services, including a proven ability to interpret, manipulate and present data Proven ability in managing people, process, quality and productivity Ability to carry out audits and develop reports or spread sheets for others within the Trust
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Imperial College Healthcare NHS Trust
Address Trust Wide
London
W2 1NY
United Kingdom
Employer's website https://www.imperial.nhs.uk/ (Opens in a new tab)