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Performance Operations Manager- Outpatient Administration

Great Western Hospitals NHS Foundation Trust
£43,742 to £50,056 a year per annum
Closing date
1 Jun 2023

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Other Health Profession
Band 7
Contract Type
Full Time
Job summary

An exciting opportunity has become available for an experienced operational manager to join the Outpatient management team.

The successful applicant will lead, manage and co-ordinate administrative, duties across outpatient services.

A key objective is to work with the Head of Service of Outpatients, to ensure the achievement of National, Regional, Trust and Divisional objectives. Key performance indicators include ERS targets, ensuring 'real time' input of outcome forms and accountability for administrative teams for timely booking of patients to ensure that we support the specialties achieve the 18 week targets.

Main duties of the job

The post holder will be responsible for delivering the milestones laid out in the 5-year Strategy and within Divisional business plans. This will involve planning and delivering administrative services that build on improving patient access to services, the patient choice agenda and advancing the timeliness and quality of information shared with patients.

Direct line management responsibility for Outpatient Operational lead and Senior Unit Managers. Accountability for all Outpatient administration staff.

The post holder will support Deputy Divisional Directors, Heads of Services, Divisional Clinical Leads and Consultants across the Divisions ensuring that the Outpatient department delivers financial and performance targets.

About us

Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.Service: We will put our patients firstTeamwork: We will work togetherAmbition: We will aspire to provide the best serviceRespect: We will act with integrity

Job description

Job responsibilities

  • Provide leadership and day to day operational management of the Outpatient Administrative service across the Integrated and Community Division.
  • Develop positive relationships and communicate effectively with all key stakeholders/service users. This may involve highly complex communication that ensures the target audience understands the information being provided to them.
  • Advise the Outpatients Head of Service and Divisional Directors of strategic requirements and service development plans. Keeps administrative team managers and the staff they support aware of developments as appropriate.
  • Ensure delivery of Key Performance Indicators using the check and challenge method, applying Skill or Will conversations when performance challenged.
  • Produces and develop performance dashboards and reports to provide assurances and evidence to support variances and mitigations.
  • Responsible for developing and implementing policies and procedures that support the administrative service and Division(s).
  • Establish specialist working knowledge of procedures and practices, some of which are non-routine, including medical records systems, medical terminology, appointment scheduling and department policies and procedures.
  • Create plans and manage the workforce to ensure team development and enable a multi-skilled workforce to provide consistent cover.
  • Support the Outpatients Head of Service in ensuring the appropriateness of the administrative services and that the performance management requirements of the Trust are met based on analysis of performance data. In particular financial expenditure targets, cost control, quality and activity targets.

  • Person Specification



    • Post graduate level qualification or equivalent demonstrable experience with a business or information related field
    • Evidence of Health & Safety training


    • Qualification in Service Improvement
    • Project Management Qualification (e.g. PRINCE2)
    • Health and Safety related qualification



    • Significant previous management/leadership experience of service development, redesign and change at a senior level working across departmental and organisational boundaries
    • Delivering high standards of Customer Service
    • Significant experience of managing projects and/or delivering against agreed objectives
    • Evidence of performance management, recruitment, retention and HR related processes


    • Booking Centre management
    • Previous experience of working in healthcare related setting
    • Understanding of the commissioning framework and key national drivers for change



    • Proven ability in changing working practices and culture with a focus on continuous improvement - collaborative problem solving with staff at all levels
    • Skilled in establishing and delivering best administrative practices
    • Risk management / Conflict resolution skills
    • Ability to make rational decisions while working under pressure to tight deadlines


    • Statistical Analyst
    • Understanding of NHS clinical systems and booking processes
    • Clinic and Capacity management with detailed knowledge of 18 week RTT

    Any attachments will be accessible after you click to apply.


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