About this role
Job summary
To lead on the day to day management of the Outpatient Administration team, supporting the Administration lead to delivery key performance indicators and service developments.
To provide first line support to the team and project leads, with responsibility for performance, workload management, policies and procedures, standards of customer care and quality.
In liaison with the Administration Lead, responsible for ensuring the appropriateness of the services and that the performance management requirements of the Trust are met, in particular financial expenditure targets, cost control, quality and activity targets.
The post holder will be expected to have excellent interpersonal skills, have a thorough understanding of the NHS improvement tools and access targets, the ability to forward plan in a changing environment, with insight and aptitude for managing, measuring and delivering service improvements
Main duties of the job The postholder will provide day-to-day operational leadership for Outpatient Administration, ensuring delivery of key performance indicators in line with divisional, organisational and national targets, including RTT and cancer standards. The role will involve the use of multiple IT systems to analyse complex performance data, produce and act on reports relating to access, waiting times, utilisation and waiting list management, and to support validation of long waiters in line with Trust access policies. The postholder will oversee the quality and standard of administrative services, implementing and monitoring procedures and SOPs, ensuring compliance with information governance, and leading responses to complaints and incidents. They will line manage supervisory staff, supporting recruitment, appraisal, performance management, attendance, training and staff wellbeing, while maintaining accurate workforce records. The role includes effective communication and liaison with clinical and management teams, using influencing skills to support service objectives, contributing to service redesign, efficiency improvements and change management, and supporting delivery within budget. The postholder will ensure a patient centered approach at all times, acting as an escalation point for patient concerns, maintaining high standards of customer care, and deputising for the Outpatient performance and operations manager as required.
About us
We are proud to be part of BSW Hospitals Group - a formal partnership between Great Western Hospitals NHS Foundation Trust, Royal United Hospitals Bath NHS Foundation Trust and Salisbury NHS Foundation Trust. With a combined workforce of over 17, 600 colleagues, and budget of 1.6 billion the Group is united by a common purpose to deliver the best possible care to over 1 million people.
We are creating a health and care system that works with the people we care for, reducing the differences people currently face in access, experience and outcomes, improving the experience of our colleagues and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities and our partners.
Job description Job responsibilities
Please see attached job description for full details.
This post will support areas of automation development lifecycle including support, implementation and deployment to the Outpatient Administration Team. And be an advocate of Patient Experience across Outpatients departments, putting the patient at the heart of everything we do.
Person Specification
Qualifications Essential
Educated to Degree standard or equivalent with additional training or experience to a post-graduate diploma level Evidence of formal management development Evidence of continuing professional development Willingness to undertake NHS specific IT system
Desirable
Qualifications in management ECDL qualification or other formal IT training / qualification Project management training
Experience Essential
Evidence of Health & Safety training Evidence of significant administrative experience within a customer focused environment Evidence of successful staff management including performance, recruitment, training and absence management Working knowledge and experience in change management and service redesign in similar or related field Evidence of successful process design and Implementation Experience and understanding of outpatient services and performance indicators Experience in implementing NHS policies and guidelines relevant to outpatient services Proven experience of developing administrative processes, analysing information, and report writing Experience of managing projects Able to prioritise workload of self and others
Desirable
Past experience of working in an area specialising in healthcare appointment making Experience of managing large teams
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 Great Western Hospitals NHS Foundation Trust
Address Great Western Hospital
Marlborough Road
Swindon
SN3 6BB
United Kingdom
Employer's website https://www.gwh.nhs.uk/ (Opens in a new tab)