We are excited to be in a position to offer the role of an Assistant Service Manager, to manage the Medical Secretaries and Doctor's Rota within Trauma & Orthopaedics. The post will be 37.5 hours a week based at both Guy's and St Thomas sites - service operating hours are between 8am-6pm and Monday to Friday.
The department is responsible for scheduling patients for appointments, managing patient waiting lists and calling patients to agree their appointment/surgery dates. This role is to manage the medical secretaries and doctors rota under the direction of the Deputy Service Manager.
We are looking foran individual with good organisational skills and excellent attention to detail. You must be a team player with the ability to problem solve and work independently. Previous rota experience is desirable. The successful applicant must be able to lead and motivate teams with a high degree of self-motivation, have an experience of people management and a keen attention to detail. Excellent IT skills, knowledge of Trust's IT systems, experience in RTT is a must. Previous employees have progressed to other roles as a result of the experience they gained within the department.Main duties of the job
This role is to support the Service Manager in the delivery of a range of section services. This will involve delivering against targets in a range of service areas as well as ensuring appropriate medical staffing cover. The post holder will need to cover the service on a rotation during operational hours. This will involve ensuring the provision of a high quality medical secretarial service to patients and a group of consultants and clinical teams within the department. This post could also assume the management of the medical secretaries and orthopaedic doctor rota. These day-to-day services will be managed in accordance with agreed objectives, targets, quality standards, controls and resource constraints. The post holder will be responsible for the management of a team or teams(s) of staff including service delivery personnel, medical secretaries and other groups of staff. The post holder may also offer a high level of support administration and organisation to a group of consultants or registrars where needed and within resource limitations.
This role is accountable to the Service Manager. It is envisaged that there will be no more than one position in each SDU. It is expected that collectively all post holders will coordinate best practice and ensure consistency of operation within generic work areas, such as medical secretary procedures.About usOrganisational Values
help us to define and develop our culture, what we do
and how we do it
. It is important that you understand and reflect these values throughout your employment with the Trust.
The post holder will: Put patients first Take pride in what they do Respect others Strive to be the best Act with integrity
Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action. The framework can be found on our Trust careers pages and GTIntranet.Job descriptionJob responsibilitiesOperational Management
Policy Development and System Management
- Support the Service Manager in managing various sections of service, e.g., rota management and inpatient/outpatient services. This will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management.
- Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service that may be performance related.
- Problem-solve all day-to-day management issues organising and reallocating work where situations change due to variations to the work load and staffing availability.
- Exercise delegated authority on behalf of the consultants and clinical leads to resolve day-to-day management issues within the service.
- Manage the analysis of data so consultants and registrars have access to timely and accurate information on all key performance indicators.
- Plan and organise the medical secretary service within the department, setting the goals of the secretarial service in order to fit in with the demands of the consultants timetables.
- Develop and write policies and procedures within own work area.
- Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service.
- Responsible for the design and implementation of audits in collaboration with Heads of Service.
- To investigate complaints, as delegated by the Service Delivery Manager, in line with Trust Policy. This may involve handling sensitive interpersonal situation.
- To contribute to the modernisation of patient services delivered by the medical secretaries service
- Sit on departmental working groups to contribute to future strategies and development
- Authorised signatory.
- Manage and monitor performance of the medical secretarial support to ensure that the service meets its financial and operating targets.
- Manage a delegated no-pay budget within the service ensuring that expenditure is within agreed limits and that the Clinical Lead/consultants remains informed of related issues. This would include signatory responsibility for requisition and authorising signature for ordering, up to the amount of �500.
PA/ Secretarial Responsibilities
- Day-to-day managerial responsibility for all administration and secretarial staff within the medical secretarial service and others where agreed.
- Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development.
- Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service.
- Ensure all staff comply with relevant Trust policies and standing financial instructions.
- Recruit and induct A& C staff in line with Trust policies and procedures.
- Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery.
- Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the service.
- Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing & booking systems are effectively managed.
- Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services.
- Monitor clinical secretarial correspondence to set and maintain appropriate quality standards.
- Arrange, plan and take comprehensive and accurate minutes at meetings.
- Support consultants by preparing PowerPoint presentations and preparation of research articles.
- Produce high quality medical secretary support of consultants and clinical teams when required.
- When appropriate, type clinical letters which may include those of a distressing or emotional nature as well or other relevant correspondence and documents required.
- Effectively communicate with a multi-disciplinary group of people, demonstrating interpersonal skills when dealing with all levels of staff across the Trust, using persuasion, tact and reassurance where necessary.
- Liaise with other departments and members of the Trust to ensure the smooth running of the office and to assisting the functioning of the team.
- Influence, motivate and involve individuals and teams within the service to achieve necessary performance targets.
- Deal with telephone calls related to the service, ensuring that customers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently.
- Handle confidential patient information and material in a sensitive and discrete fashion, in compliance with Trust policy and procedure.
- Educated to HNC/Equivalent Diploma/equivalent experience
- GCSE Maths and English
- Track record of significant continuous professional and management development
- Significant experience of staff supervision/ staff management including recruitment/retention/appraisal/discipline
- Experience of managing the delivery of an effective service
- Experience of delivering Administrative and Clerical Outpatient Services
- Have significantly contributed to meeting operational objectives
- Experience of delivering services on a multi-site basis
- Leadership and influencing skills
- Strong verbal and written skills
- Excellent interpersonal, presentation and written communication skills
- Highly motivated and ability to work independently
- Ability to respond to changing demands
Employer detailsEmployer name
- Financial management and analysis skills
Guy's and St Thomas' NHS Foundation TrustAddress
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