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Urology - Operational Support Manager

Whittington Hospital NHS Trust
£34,089 to £41,498 per annum inclusive
Closing date
18 Jul 2024

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Other Health Profession
Band 5
Contract Type
Full Time
We are looking for someone with operational experience, who can balance the demands of a very busy workload and is dedicated to delivering excellent patient experience. You will need to have good communication skills and be able to demonstrate that you can lead and motivate a team.

The post will be of interest to those who wish to pursue a career in operational management and would like to gain more experience in a busy service with a wide variety of challenges. The ICSU offers a broad range of experience across a range of settings and the opportunity to build and develop skills required to move forward to a more senior role.

Main duties of the job

An opportunity has arisen as an Operational Support Manager within the Urology Department of Surgery & Cancer, to manage the administrative functions to support the provision of excellent patient care. This role will support the delivery of surgical services at Whittington Health NHS Trust.

The post holder duties will entail but are not limited to:
  • Support the achievement of key KPI's for the service, including the management of 18 week, cancer and diagnostic delivery across the sub-specialities.
  • The OSMs are responsible for day to day operational management of site specific outpatients, inpatients, and ward administration including management of administrative staff.
  • The post holder is key to delivery of patient experience through responding to patient queries and complaints in person, via PALS or the complaints team and investigating DATIX incidents.
  • Theatre list management support and theatre utilisation.
  • Management of outpatient clinic utilisation.
  • Schedule planning and rota management.
  • Information gathering and presentation.
  • Patient tracking.
  • Supervision of staff team.

About us

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

The main purpose of this role is to support the Surgery & Cancer ISCU in all aspects ofefficient operational management of all surgical specialities across the Division.The key dimensions to the post are as follows:Operational management supportTheatre list management support and theatre utilisationManagement of outpatient clinic utilisationSchedule planning and rota managementInformation gathering and presentationPatient trackingSupervision of staff teamThe post holder will:Be an ambassador of change and help develop and support a patient focused culture of excellence.To provide direct day-to-day operational support to the Surgical Service Manager and General Manager.The post holder will be the first point of contact for the directorate management teamsregarding medical staffing and RTT pathway management.To support the Specialty Teams in addressing urgent situations as and when they arise and know how to prioritise their workload. This will involve supported complex planning and the post holder will need to ensure plans are adjusted in line with service objectives.To manage administrative function of the assigned surgical specialties.To provide good communication between the Senior Management Team,Administrative Team, and Clinical Team across the Integrated Care Service Unit(ICSU).To ensure compliance with Trust regulations, including prior authorisations.To provide direct supervision and management support to administrative staff withinassigned surgical specialties.To support effective management of the outpatient / inpatient pathways and validationwithin the assigned surgical specialties of RTT / DM01 targets, working closely withGeneral Manager (GM)Service Managers (SM),Patient Access Manager,Patient Pathway Coordinators (PPC),Waiting List Coordinators (WLC),Admissions Manager, and Clinical workforce.Attending the weekly RTT Tracking Meeting to report on performance and highlighting risks.To deal with queries and complaints from patients. To respond to PALS/DATIX and assist the SM & GM in responding to formal complaints by investigating background and collating information.To deputise, within the scope of this job role, for SM and GM in times of absence.MAIN DUTIESCommunication & Relationship SkillsTo ensure a good working relationship with the Clinical Lead.Provide teams with information about performance and system and ensure that such information is clearly understood to develop ownership and commitment to service delivery.Represent the GM and SM with delegated authority at relevant management forums.

To develop systems and processes to effectively capture and share agreed National and Local data.To communicate effectively and work closely with the Audit Department, Clinical Coding, and Information Services.To implement, monitor and audit service provision to ensure operational criteria and quality standards are met.Responsibility for Patient Care Ensuring that patients within surgical specialities do not breach their 18 week target.To ensure that surgical patients are on course to meet their 18 week target by liaising with the trust referral booking and management service.To flag up and aid in rescheduling patients in areas where this is not the case.

To negotiate with relevant consultant, theatre and administration staff to ensure that patients can be rescheduled.Policy & Service DevelopmentFully understand all aspects of improvement and modernisation targets and how they relate to work and activities of Patient Pathway Coordinators and MDT Coordinators(excluding cancer pathways), understanding current performance and any variationsand acting on that information to improve services for patients.To support the Senior Management Team with service developments, service change and Quality and Service Improvement agenda. Actively promoting and lead on service modernisation for staff within assigned service areas.Work with Senior Management to implement local changes to policy and improve patient pathways throughout the service.Support services through the production of effective systems and procedures which enable the reporting of activity information by operational staff, linking, where necessary with other departments to co-ordinate arrangements and continuous improvement.Financial & Physical ResourcesSupport the Speciality Team in actively seeking service modernisation to reduce cost of service without compromising quality and where appropriate income generation opportunities.Be mindful of the Trust on-going financial improvement plans and work accordingly with the teams.To undertake stationery orders for the department and to ensure that the department maintains an appropriate level of stock at all times.To ensure PO numbers and invoices are submitted to the PECOS system for approval in line with Trust timelines and policy.To authorise timesheets submissions for temporary bank and locum workers.WorkforceTo aid in recruitment, training, induction and appraisal of staff and all issues of performance management are undertaken including monitoring and management of attendance at work and on statutory and mandatory training courses.Responsible for direct supervision of relevant staff ensuring that effective systems are in place.Engage staff at all levels and build strong relationships to foster a culture ofengagement and ownership by staff in Departments.Assume support in complex matters of workforce management, roster planning and professional conduct and capability matters.Ensure infrastructure is in place to support staff working to their levels of competency and capability.Responsible for ensuring that the aligned workforce is managed in line with the Organisational policies and procedures and that it achieves the operational criteria to a high standard within the identified resource. This will require the analysis and resolution of complex problems on a short, medium and long-term basis to ensure that the workforce contributes effectively to divisional and organisational success criteria.Responsibility for Information ResourcesTo work closely with colleagues in the Information and Performance teams to provide information to the Divisional Management Team and other staff.To present information in a clear and comprehensible format.GeneralThe post holder is expected to take reasonable care of their own Health and Safety, and that of any other persons who may be affected by their acts of omission.The post holder will be expected to adopt a flexible attitude towards the above duties, and additional tasks in keeping with the post may be added to the job description after discussion with the post-holder.This job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post holder.This role profile is intended to provide a broad outline of the main responsibilities only. The post holder will need to be flexible in developing the role with initial and on-going discussions with the Service Manager and General Manager.Job Environment Pro-formaPhysical EffortProlonged concentration and a requirement for sitting or standingin a restricted position for a large proportion of time due to utilisinga PC.Mental EffortTo work on multiple and unpredictable tasks with frequentinterruptions which can change planned activities and also arequirement to concentrate for long periods of time.Emotional EffortLimited patient contact. Required to deal with staff issues andpatient complaints.Working Conditions Open plan office environment. Regular PC usage / VDU.Exposure to unpleasant working conditions or environment is rare.Revalidation and Registration

It is the responsibility of all staff registered with a professional body to:Act within the Professional Bodies Code of PracticeMaintain their own work profile to ensure revalidation standards are met, and assistjunior registered staff in achieving revalidation.Contribute and participate in the development of colleagues professional practice across the trust through leading ward and/or department projects, and supporting training.Ensure optimum use is made of working time.Equal OpportunitiesOur latest policy known as Promoting Equality, Diversity and Human Rights outlines the Trusts commitment to ensuring that no job applicant or employee receives less than favourable treatment on grounds of sex, marital and civil partnership status, gender reassignment, pregnancy and maternity, race, colour, creed, religion or belief, physicaldisability, mental health, learning difficulty, age or sexual orientation and is not placed at a disadvantage by conditions or requirements that cannot be shown to be justifiable.

Person Specification

Education / Qualifications


  • Educated to Degree level or Equivalent experience.
  • Experience and understanding of working practices in surgery
  • Evidence of continuous professional development


  • Formal project management qualification or equivalent training and experience

Skills & Abilities


  • Good communication skills
  • Good IT skills - with a working knowledge of Microsoft Office
  • Experience of handling complaints
  • PTL management
  • Able to prioritise own workload, delegate appropriately and manage time effectively
  • Acts collaboratively with stakeholders
  • Flexible to change management and problem solving
  • Ability to work to deadlines
  • Ability to analyse and validate complex data
  • Evidence of complaints handling
  • Experience of rota managment


  • Evidence of strategic planning
  • Experience of working and negotiating with junior and senior colleagues

Personal Qualities


  • Ability to work under pressure
  • Proven assertiveness / negotiation skills
  • Ability to communicate effectively - in both oral and written

Employer details

Employer name

Whittington Hospital NHS Trust


Whittington Health NHS Trust

Magdala Avenue


N19 5NR

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