Operational Support Manager - Women's Health Services - Gynaecology and Colposcopy

Band 5

Full time - Permanent 37.5 hours per week

The post holder will supervise, support and organise the day to day running of the service, identifying resources needed, distributing the workload and ensuring staffing levels are adequate to meet demand and priorities. They will ensure that every effort is taken to improve quality of communication, and work proactively to improve access to information and response to enquiries for all patients who use the service. The post holder will act as a role model and lead the administrative team in ensuring high quality patient experience is provided and assisting service development to maintain this

Main duties of the job

The Post holder will supervise and line manage administrators within Women's Health Services, providing motivation and leadership to the team, monitor and distribute the workloads of staff within the team, ensuring that all staff have appropriate workloads and cover arrangements are in place and are robust. The Post holder will also support the ongoing validation of patient pathways to ensure patients can be safely and effectively managed, and that patients information and trust returns are correct and complete. They will arrange or modify clinic templates, including the creation of clinics for new clinicians or permanent or temporary changes to current clinical job plans and ensure emails received in the postnatal email account are processed as close to real time as operationally possible by the Women's Health Administration team.

To identify and recommend service improvements and lead where directed in service development within the department and work closely with the senior management team, clinical leads and matrons in order to do this.

About us

Working for your organisation should read: Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

Job description

Job responsibilities

Staff Management

• Supervise and line manage administrators within Womens Health Services, providing motivation and leadership to the team
• Monitor and distribute the workloads of staff within the team, ensuring that all staff have appropriate workloads and cover arrangements are in place and are robust
• Responsible for sickness reporting and management of the Womens Health Administration Team in line with Trust policy, taking action where necessary, undertaking 1st stage management of staff performance and escalating to manager where further intervention is required
• Manage staff annual leave in line with trust policy and service needs, ensuring ESR is kept up to date through supporting staff to use the self-service portal and processing requests as appropriate

• Implement performance and disciplinary action when appropriate in line with Trust policy

• Responsible for the induction and training of all permanent and temporary staff and volunteers around local and trust policies and procedures, monitoring compliance and ensure knowledge gaps are closed through further training. Maintain and monitor training logs
• Facilitate cross training between staff to ensure robust cover arrangements within the team during periods of leave
• Ensure that service rotas are kept updated and circulated well in advance to ensure cover in place as agreed by the service (i.e. areas where cover outside of standard core hours is required
• Support the recruitment and selection process for new staff
• To ensure that all staff have annual appraisals as part of the KSF programme and develop staff Personal Development Plans and Objectives, and attend all Trust mandatory training courses
• Arrange and lead regular team meetings and act as a point of escalation for the Womens Health Administrative team

Operational Management

• Use available IT systems and data tools to review performance, check future service needs and capacity, escalating any potential issues to ensure these can be managed well in advance of them becoming a problem

• Support the ongoing validation of patient pathways to ensure patients can be safely and effectively managed, and that patients information and trust returns are correct and complete

• Support the continual monitoring of the PTL to track patient along their pathway and take proactive action to avoid potential breaches
• Ensure all aspects of patient pathways in relation to Access, Booking and Choice are completed and recorded by the team in line with the Trust Access policy and national data quality standards

• Action clinical leave following approval from the Assistant/Service Manager
• Arrange or modify clinic templates, including the creation of clinics for new clinicians or permanent or temporary changes to current clinical job plans
• Ensure that admissions information is kept up to date at all times so the Maternity Ward bed state is correct in real time
• Ensure referrals received from patients and external organisations are recorded, tracked and managed appropriately and that no backlogs occur
• Ensure all generic mailboxes used by the service are managed efficiently with resource allocated to ensure emails are processed in a timely way
• Ensure emails received in the postnatal email account are processed as close to real time as operationally possible by the Womens Health Administration team
• Ensure partial bookings lists for Womens Health services are actively managed in a timely way to ensure patients receive their care at the time identified as clinically appropriate
• Provide information for audits as required. Collect any data that is required for monitoring purposes

Service Quality and Improvement

• Support the development of Standard Operating Procedures (SOPs) for the local work area and ensure staff are compliant with and work to agreed SOPs

• To identify and recommend service improvements and lead where directed in service development within the department
• Support the Maternity MDT team with any information required for CNST if appropriate
• Work with the clinical and management team to support a programme of modernisation
• Continually review processes in collaboration with the MDT Maternity team to implement paper lite working where ever possible

Communication

• Ensure effective communication takes place with other departments as well as with senior management
• Ensure that any local, directorate or trust wide information is effectively disseminated throughout the department as appropriate
• Contribute to the Womens Health newsletter
• Work collaboratively with other Operational Support Officers in the Womens Health team to share learning
• To ensure that appropriate performance metrics and other information is available
• To advise other departments and team leaders in other areas of any issues within the department that could affect the running of their services

• General
• Support the investigation and response to PALs concerns and complaints feeding back learning to the Administrative team and also ensure compliments are circulated to team members and the wider administrative team

• To facilitate good team working relationships both within own team and the Trust

• Manage personal work load in a prioritised way and work to tight deadlines as required
• Proactively engage in the Trust annual appraisal process reflecting on individual performance, reviewing and updating personal development plans and identifying personal training needs in addition to those highlighted by your line manager

• To undertake mandatory training within defined timescales and any other training required in order to be able to carry out daily duties effectively

• To undertake team training as identified and to demonstrate a commitment to the development of effective team working

• Responsible for office equipment and environment, ensuring items are ordered only as necessary and maintenance and repairs are managed as necessary
• Work from other sites within Whittington Health when necessary e.g. community sites
• Undertake any other duties commensurate with the grade as agreed and delegated by your manager

Person Specification

Qualifications

Essential

• Minimum of 5 GCSEs or equivalent including English and Mathematics
• Knowledge of full range of administrative and organisational policies and procedures acquired through training or equivalent experience to degree level

Skills

Essential

• Excellent interpersonal and leadership skills
• Excellent Team worker/builder
• Excellent verbal and written communications

Desirable

• Able to remain calm in a crisis and deal with sometimes distressing situations from both patients and staff
• Enthusiastic and positive with a can do approach

Experience

Essential

• Minimum of two years of NHS experience
• Previous staff management experience including staff training

Desirable

• Experience of working in a pressurised environment

Personal qualities

Essential

• Motivated and self directing

Desirable

• Dynamic, flexible, personality capable of inspiring confidence

Employer details

Employer name

Whittington Hospital NHS Trust

Address

Whittington Hospital

Magdala Avenue

London

N19 5NF

Any attachments will be accessible after you click to apply.

220-WHT-1658