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Deputy Operations and Performance Manager

Royal Cornwall Hospitals NHS Trust
£35,392 to £42,618 a year per annum
Closing date
1 Jun 2023

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Other Health Profession
Band 6
Contract Type
Full Time
Job summary

Have you ever thought of joining a self-motivated, productive team of dedicated people? Interested in an administrative role with a difference?

The Clinical Imaging Team are seeking an experienced and enthusiastic manager to support the day-to-day delivery of Imaging services across Cornwall. You will work across the service to ensure all targets, deadlines and objectives are met and where required deputise for the Clinical Imaging Operations Manager. You will lead the operational delivery and implementation of projects and contribute to service planning.

The Clinical Imaging Team provides a focal point for imaging and diagnostic services across the organisation and is responsible for the management of both new and follow up appointments, lists and waiting lists. It is a very busy and demanding area to work. The offices are open between 8am and 8pm, 7 days per week across various locations in Cornwall.

You will need to have excellent communication skills and be able to work in a calm, logical and methodical way. You must be able to multi-task whilst dealing with frequent interruptions, whilst always maintaining patient confidentiality.

You must be confident, diplomatic and able to work in a busy environment with a pleasant and caring disposition.

Main duties of the job

The post holder will provide day to day business support to the Clinical Imaging Operations Manager to assist in the delivery of safe and effective services within the specialty. The post holder will also lead on all items regarding the implementation of the Imaging transformation agenda.

You will ensure that all targets, deadlines and objectives are delivered as appropriate and within the resources available to you. You will be responsible for line management of the Imaging Admin Lead and provide operational support to all admin staff. Where required, you will deputise for the Operations Manager. You will assume responsibility for the day to day delivery of RTT targets and performance, activity levels across all Imaging modalities, waiting list and waiting time management. This role will require the individual to work objectively across multiple teams.

About us

Royal Cornwall Hospitals NHS Trust is the biggest provider of healthcare services in Cornwall and the Isles of Scilly. Our three main sites are Royal Cornwall Hospital Truro, St Michael's Hospital Hayle and West Cornwall Hospital Penzance, our staff and services are available across the region.

The Trust employs 5,000+ staff, has a budget of �380 million and 750 beds. We work with health and social care organisations -including NHS Kernow and NHS England- to ensure local healthcare needs are met. We provide acute medical, surgical and specialist services to around 500,000- which can increase significantly during busy holiday periods.

The Trust has teaching hospitals status as part of the University of Exeter Medical School. Keeping at the forefront of medical advances, we continually develop clinical services and are committed to maximising the range of specialist care offered locally.

We can offer you a rewarding career in a supportive working environment. We have extensive educational links to help you realise your full potential and develop skills to provide outstanding healthcare to the local community.

Enjoy an outstanding quality of life in a place that offers surfing beaches and fishing harbours to beautiful countryside and historic towns. With clean air, plenty of opportunities for outdoor activities and excellent schools, colleges and universities (including adult education) it is the ideal place for families and for you to develop your own career.

Job description

Job responsibilities

The Deputy Operations and Performance Manager will assume an active role in the day to day management of operational activity in relation to Imaging department to ensure that:
  • High standards of care are achieved and maintained through effective management of activity and the implementation of sound systems and
  • Services are delivered in an efficient and cost-effective manner within allocated
  • Services are maximised through change successfully embedded changes and transformational

These responsibilities will be discharged by:
Operational/performance management:

  • To actively assist in the management of patient throughput within the speciality, working in partnership with the Operations Manager and Imaging Admin lead to ensure the optimum deployment of resources are used to deliver operational performance and activity as required
  • To work with the Operations Manager to ensure waiting list targets and key performance indicators are achieved, specifically RTT, all areas
  • To work with the Operations Manager to deliver key actions related to the Imaging transformation vision. Where required attend and lead meetings and ensure new processes are embedded within the speciality
  • Working with the Imaging Admin Lead, prepare and present weekly reports in relation to performance activity. Bring forward proposals where required as effective solutions to challenges
  • Work closely with the central booking team, local receptions areas, community sites, Quality Improvement team and the access team to ensure Imaging services are delivered to the required standards and to ensure the patient journey is timely and without delay
  • Review weekly the performance and outcome of appointments across the speciality. Identify performance gaps and actively resolve working closely with the clinical staff, access team and local managers
  • Deputise for the Operations Manager where required in the day to day operational management of services.

  • To effectively manage and support the Imaging Admin Lead. This will include on the job coaching, development and execution of performance objectives.
  • To be the lead for the quality and management of performance data, including RTT, and specialty specific
  • Lead the operational delivery of all project related tasks into the specialty. Deploy PDSA methodology to evaluate the impact of change and where needed, bring forward alternative solutions

  • Promote effective two-way communication throughout the speciality and across other operational
  • To maintain communication links with all staff, using a variety of techniques to develop team morale and motivation through effective personal
  • To ensure information is cascaded effectively throughout the speciality and that there is a mechanism for all staff to feed information to more senior

  • Ensure co-ordination of speciality meetings, including the compilation and distribution of papers and minutes as required
  • To source, analyse and present information as required to support the effective management of the transformation project

  • To contribute to the development of effective clinical governance, risk management and controls assurance systems, ensuring that procedures are embedded into the speciality
Staff Management

  • To ensure all clerical and administrative staff within the speciality receives an annual performance review and personal development plan and comply with Trust mandatory training requirements in a timely
  • To contribute to the development of operational objectives within the speciality and in line with the Trust
  • To act as coach and role model to staff in the
  • In conjunction with the Operations Manager, actively manage capability, performance or conduct issues in a timely fashion, and manage sickness absence to agreed
  • To ensure all permanent and temporary staff are appropriately inducted and have the resources, knowledge, skills and support to perform their

  • Assist in the development of business plans and or cases for the development of services
  • Work closely with the Operations Manager to provide appropriate financial and activity information as required and assist with the managing of speciality budgets to ensure financial control is
  • To participate in budget setting and cost improvement programme
Education and Training/Self-Development

  • Identify own training and development needs and undertake appropriate training/education as
  • Participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs
  • To attend all statutory and mandatory training as and when required to do
  • Act responsibly in respect of colleagues health, safety and wellbeing following safe work practices and complying with the Trusts Health and Safety
  • Adhere to all Trust Policies as

Person Specification



  • Good standard of education, GCSE grade C or above, or equivalent.
  • Substantial experience of NHS administration and/or operational management at Band 5 or above
  • Management qualification or equivalent experience


  • Educated to degree level
  • Project management and or continuous improvement methodology training



  • Experience of waiting list management and patient pathway analysis
  • Knowledge of managing operational issues within a healthcare setting
  • Experience of line managing staff and an understanding of HR management and process issues
  • Experience of effective change management


  • Experience of using quality improvement tools and service development techniques



  • An effective communicator
  • Organised with the ability to work in a high pressure environment and to tight deadlines and to prioritise independently
  • Well developed analytical skills
  • Able to influence and manage difficult situations effectively
  • Able to use IT and have key board skills to produce self- generated information


  • Strong analytical skills and ability to consider the wider picture including future scenario planning
  • Knowledge of key current NHS issues including 18 weeks
  • Knowledge of clinical services, commissioning, financial management and service planning



  • Working knowledge of Patient Administration Systems (PAS), CRIS and electronic patient records
  • Ability to travel


  • Maxims

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