This job has expired

Outpatient Booking Services Manager

Royal Cornwall Hospitals NHS Trust
£50,952 to £57,349 a year pa
Closing date
1 Dec 2023

View more

Other Health Profession
Band 8A
Full Time
Reporting to the Head of Patient Services, the Service Manager is expected to support the Care Group Triumvirate to effectively deliver the integrated, operational, and financial performance of the centralised Outpatient and Suspected Cancer Service.

This role is responsible for ensuring compliance with the national eReferral System, including the Directory of Services for all referrals, Advice and Guidance and the subsequent waiting list management of all GP and internal referrals including suspected cancer. The post holder will ensure that national and local access targets are achieved, along with ensuring all aspects of people, performance and financial objectives are delivered as per the service business plan. The post holder will take a lead role on performance and operational issues across a number of outpatient specialties together with responsibility for day-to-day operational management of the Centralised Outpatient Booking Service.

Main duties of the job

The Service Manager will provide strong leadership at a service level, ensuring that there are appropriate systems and processes in place to deliver objectives and drive forward the service to improve the operational effectiveness of the Outpatient Booking and Suspected Cancer Service.

To enable them to execute this responsibility the post holder is expected to provide proactive and visible leadership. Leadership will span four key areas service leadership, people and personal leadership, quality leadership and collaborative leadership. All senior leaders are expected to work as part of a cohesive team and, when necessary, to take lead responsibility for corporate issues outside their immediate sphere of responsibility in order to achieve the corporate objectives of the Trust.

The post holder will work collaboratively as part of the Patient Services Management Team across the Clinical Support to help deliver its objectives and CIP plans together with the development of efficient and cost-effective administration services. On a day-to-day basis the Service Manager will be responsible for leading on performance management, governance, projects, service development and redesign.

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

  • Supporting collective leadership by demonstrating ownership for and delivery of the strategic direction of the centralised outpatient booking and suspected cancer service
  • Supporting the promotion of a culture of ongoing quality improvement by showing high levels of analytical skills and also being able to develop such skills in the leaders in their teams.
  • Demonstrating and promoting a culture of improvement based on continuous personal development across the outpatient booking and suspected cancer service
  • The promotion of highly effective leadership and management and act as ambassador for high quality leadership.
  • Deputise for the Head of Patient Services
  • Ensuring the proper controls for information security and retention are in place.
  • Supporting, coaching and developing team leaders managers to help them develop their leadership skills and to encourage them to role model the Trusts values.
  • Actively supporting the design and implementation of organisational change/ cultural change projects.
  • Maintain national e-Referrals services and management of all GP referrals into the Trust and provision of Advice and Guidance services.
  • Delivery of Suspected Cancer targets.
  • Meet and deliver NHS Digital requirements with regard to eReferrals and future contracting arrangements
  • Supporting the review of overall performance of the centralised outpatient booking service and identifying areas of under-performance or areas where opportunity for improvement exists and works with the service at all levels, to achieve better outcomes.
  • Continuously reviewing the cost effectiveness of outpatient booking services and always seek to offset potential areas of cost savings against performance improvement or other investment.
  • The overview control of departmental budgets
  • Responsible for the management of the Netcall telephony system including all types of contact including Patient Hub, from set-up, day-to-day skill management, activity to technical system downloads and reporting.
  • Facilitate successful transition to new EPR

Person Specification



  • Educated to degree level or equivalent qualifications or experience
  • Evidence of continuing professional development

Knowledge and Skills


  • Highly developed operational leadership skills
  • Highly effective presentation skills and the ability to present well-reasoned and structured argument orally and in writing
  • Proficiency in the use of ICT applications to support efficient work activity, including the analysis, interpretation and presentation of complex data
  • Ability to quickly establish effective working relationships and develop strong team working
  • Well-developed interpersonal and facilitation skills, with ability to gain and maintain credibility with senior clinicians
  • Highly developed analytical skills


  • Detailed knowledge and understanding of clinical and corporate governance and risk management systems and processes



  • Previous and successful operational management experience gained within the Health sector
  • Experience of supporting: otransformational change within a complex organisation othe translation of business strategy into operational delivery othe management of operating budgets and delivering financial surplus oleadership and performance management of teams and individuals.

Personal Attributes


  • Tenacity: demonstrates high levels of self-belief, drive, enthusiasm and stamina to achieve goals and see things through
  • Ability to motivate, inspire and provide innovative solutions
  • Ability to work effectively in a complex and changing environment
  • Ability to work under pressure to demanding timetables
  • Displays innovative and lateral thinking
  • Understands the need to deliver short-term priorities and achieve long-term goals (sense of balance)

Employer details

Employer name

Royal Cornwall Hospitals Trust


Pydar House

Pydar Street



Any attachments will be accessible after you click to apply.


Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert