An exciting opportunity has arisen within the City Road division of Moorfields Eye Hospital. We are looking to recruit an Assistant Service Manager to our Glaucoma Service.

You will be an integral member of the multidisciplinary team and will provide leadership to the administrative and clerical team for your service. You will work closely with the service manager and will be responsible for the operational management and the effective delivery of services including outpatients and admissions, ensuring compliance with national waiting time standards.

You will have the ability to work independently as well as part of a multi-disciplinary team. You will be a key member of staff and will be integral to the success of the hospital, thanks to your interactions with both clinical staff and patients. You will manage a team of outpatient supervisors and clinic coordinators, ensuring that excellent customer service is provided to our patients, and key performance indicators are met.

We are looking for a motivated, enthusiastic person who will adhere to the trust values of caring, organised, excellent and inclusive. In return we can offer training and development, a friendly working environment and high levels of work satisfaction. Alongside all this, there are excellent opportunities for progression within the Trust.

Main duties of the job

To provide leadership to the admin and clerical team for the service to ensure that a professional, comprehensive and efficient reception and administration service to the Trust's outpatient clinics is provided.

To assist with the operational management and the effective delivery of services including outpatient and admissions, including compliance with national patient waiting times.

To promote a positive image of the Trust's outpatient services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first.

To be responsible for ensuring high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping.

To ensure adherence to the Trust's Access Policy at all times.

About us

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:

Salary including High-Cost Area Supplement

Opportunity to join the NHS Pension Scheme

Free 24/7 independent counselling service

Learning and development opportunities

Easy and quick transport links

A range of attractive benefits and discounts

Access to Blue Light Card and other NHS Discount Schemes

Free Pilates classes

Full support and training to develop your skills

Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Job description

Job responsibilities

To work in conjunction with the relevant outpatient supervisors and service manager to ensure outpatient clinics run smoothly on a day to day-to-day basis, handling issues as they arise.

To cross cover at City Road site as required for annual leave/sickness or as the service requires.

Daily monitoring of clinic profiles to ensure that they booked to the individual requirements of each service and to take action to ensure that any overbooked clinics are reduced appropriately and that clinical staff and service managers are aware of any issues.

To ensure that consultants are sent their clinic profiles on a weekly basis and to ensure that any actions resulting from this takes place, e.g. reducing clinics

To attend weekly outpatient meetings with the Service Manager and Booking Centre, ensuring that information on clinic profiles is made available for these meetings.

To work closely with the Booking Centre to ensure that new appointments are booked within the appropriate timescale, ensuring that appointment slots are made available to ensure RTT and Waiting time standards are achieved

To liaise closely with the contact centre to ensure that patient queries are responded to within the agreed KPIs.

To ensure that follow-up appointments are made in a timely manner, ensuring that these appointments are booked on the day where possible.

To ensure that all outpatient reception staff are collecting and inputting ethnic coding and up to date patient demographic details on PAS on the day of patients attendance, taking action where required.

To act when required as the first line of investigation with regards to all complaints relating to A& C staff and administrative systems and to forward responses to the Service Manager.

To act on any annual leave requests from clinicians, ensuring that this information is disseminated appropriately. Escalating where insufficient notice is received.

To ensure that all clinics are cashed up on a daily basis for billing purposes.

To ensure that the A& C staff are complying with any requirements regarding health records management.

To ensure that all transport and interpreting services are booked appropriately by the Outpatient Co-ordinators, ensuring that any specific requirements are communicated in a timely manner.

Service Development:

To work with the Service Manager to regularly review the service provided to patients and ensure that it is both appropriate and of the highest quality and to take part in initiatives designed to improve both these aspects of service as requested, e.g. implementation of kiosks.

To assist in change management projects within the department, division and across the trust, leading the projects where requested.

To assist in the gathering and collation of outpatient audit data.

To undertake capacity/demand review in terms of virtual review capacity, working closely with clinicians to ensure service provides fast turn around to patients with clinical outcome from diagnostic appointments.,

Human Resource Management:

To line manage the outpatient supervisors and support the management of the outpatient co-ordinators within the service team, ensuring that the highest quality of service is provided in each area at all times through the regular review of staffing and workload allocation.

To monitor performance of outpatient clinic co-ordinators, working with outpatient supervisors to ensure that individuals are set clear standards and objectives, identifying training and development needs as well as performance / conduct issues as appropriate.

To undertake appraisals of staff and set clear personal development plans.

To lead in the induction and on-going training of the team.

To ensure that the A& C staff within the service team are compliant with mandatory training.

To ensure that annual leave arrangements are co-ordinated within the team to ensure the service is maintained at all times and to monitor and manage sickness and absence.

To motivate and support staff so that they understand the objectives of the service within which they work and are able to maximize their contribution to the highest standard of patient care.

To encourage a teamwork approach and ensure that communication takes place within departments to ensure that staff feel involved and receive information regarding all matters affecting themselves, their department and the Trust as a whole.

To ensure that the Trusts HR policies are adhered to.

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent knowledge, skills and experience

Desirable

• Evidence of continuing education and development

Experience

Essential

• A demonstrable capacity and capability for operational/ clinical service management at middle level in hospital environment or similarly complex organisation, Including experience of effective staff management and the ability to influence change
• Experience of working in a multi-disciplinary team
• Administrative experience
• Experience of managing patient pathways or similar complex organisational processes
• Excellent computer literacy, as well as the ability to use MS Office IT software packages (eg MS Excel, Word) to a high standard including data analysis and report production
• Awareness of NHS performance targets (eg Referral to Treatment)

Desirable

• Experience of working in a healthcare setting.
• Experience of using a patient administration system
• Awareness of NHS financial environment

Knowledge / Skills / Abilities

Essential

• Knowledge of HR processes (eg sickness and performance management)
• Knowledge of NHS operational performance targets, locally and nationally
• Excellent oral and written communication, negotiation and interpersonal skills, working with both senior and junior members of staff.
• Ability to develop, lead, motivate and influence staff, in order to achieve service objectives, working in a multi-disciplinary service, maintaining an excellent working relationship with staff at various levels.
• Ability to analyse complex problems and interpret information effectively and exercise sound judgement and develop practical and workable solutions as a consequence.
• Ability to work under pressure and to deadlines

Employer details

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Address

City Road

City Road

London

EC1V 2PD

Any attachments will be accessible after you click to apply.

273-DC-4586