Job summary
Employer heading
Operations Support Manager
NHS AfC: Band 5
Great Western Hospitals NHS Foundation Trust is a unique organisation, serving as the sole integrated provider in the Bath and North East Somerset, Swindon, and Wiltshire system. Our scope extends beyond boundaries as we oversee adult community services in Swindon and provide acute care from the Great Western Hospital.
Our 5,500 staff have 1.2m patient contacts a year, with 13,000 operations carried out in our Theatres, around 4,000 babies born, and our emergency attendances are now well over 100,000 per year. Those numbers only tell part of our story about what an exciting time it is to join Great Western Hospitals.
We are cultivating a culture that fosters our ambitions, prioritising equality, diversion, inclusion, wellbeing, and leadership. We aim to create an environment where every member of our team can truly thrive.
The Trust is a Disability Confident Employer; all applicants who have a disability can opt to be considered under the guaranteed interview scheme, which means that, providing they meet the minimum essential criteria for the post, they will be offered an interview. We are also proudly accredited as a Veteran Aware organisation and have signed The Armed Forces Covenant.
If we receive a high volume of applications, we may close adverts prior to the published closing date. Therefore, we advise you to complete and submit your application as soon as possible.
Job overview
To lead the day-to-day management of Outpatient Administration staff and administrative processes, supporting the Performance Operations Manager to delivery key performance indicators and enhance service efficiency.
To provide first line management of the Outpatient Supervisors, with responsibility for performance, workload management, adherence to policies, procedures and standards of customer care and quality. This post holder will manage the implementation of, and continually monitor, Staff induction programmes and training requirements. In liaison with the Performance Operations Manager, ensure the appropriateness of Outpatient administrative services and performance management requirements of the Trust are met; in particular financial expenditure targets, cost control, quality, staffing and activity improvement plans.
Main duties of the job
Support services through the production of effective systems and processes which enable the reporting of activity information by operational staff, linking, where necessary with other departments to co-ordinate arrangements and continuous improvement
Provide teams with information about performance and system and ensure that such information is clearly understood to develop ownership and commitment to service delivery
Support adequate controls on expenditure through the implementation of good budgetary practice for designated staff through effective monitoring
Produce information and reports in a timely manner which may be of a complex nature, which account for performance against targets and oversee the development and delivery of action plans/processes to support improvements
Working for our organisation
“Our STAR values – Service, Teamwork, Ambition and Respect – are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.”
Detailed job description and main responsibilities
Responsible for the standard and quality of the Unit Managers, requesting, analysing, and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
Ensure that great service is provided within clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.
Be the custodian of brilliant experience for our patients, through the management of the unit mangers/Patient Experience team warm and engaging interaction with a smile at all times.
Deliver a brilliant patient experience subject to patient feedback and continue to adapt and grow the experience delivery by putting the patient at the heart of everything we do.
Ensure that great service is provided within clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.
Please see attached Job Description for further details.
Person specification
Education
Essential criteria
- Degree or equivalent experience
- Evidence of further training / experience in a relevant area
Desirable criteria
- Formal project management qualification
Experience
Essential criteria
- Evidence of leading and monitoring projects Organisational awareness
- Experience of working across departmental and organisational boundaries to deliver specific targets and to improve services for patients
- Proven experience of developing administrative processes, analysing information, and report writing
Desirable criteria
- Experience of working in management role in the NHS
Knowledge
Essential criteria
- Good analytical reasoning Strong negotiation and influencing skills especially where there maybe barriers to cooperation or understanding Stakeholder engagement Ability to prioritise own workload, delegate appropriately and manage time effectively Good IT Skills Presentation and report writing skills Acts collaboratively Knowledge of business case procedures Ability to analyse and validate data
- Experience and understanding of outpatient services and performance indicators
- Strong communication skills with the ability to manage complex or sensitive information
- Strong negotiation and influencing skills especially where there maybe barriers to cooperation or understanding
- Stakeholder engagement
- Ability to prioritise own workload, delegate appropriately and manage time effectively
Desirable criteria
- Evidence of strategic planning
- Able to lead, facilitate and motivate a wide range of teams to achieve results
Documents to download
Further details / informal visits contact
- Name
- Lina Hutton
- Job title
- Performance Operations Manager Outpatients Admin
- Email address
- [email protected]
- Telephone number
- 01793 604805
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