Job summary
- Main area
- Referrals and Booking - E00833
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Part time - 30 hours per week
- Job ref
- 413-105198-CNS-DA
- Employer
- The Christie NHS Foundation Trust
- Employer type
- NHS
- Site
- Referrals and Booking - E00833
- Town
- Manchester
- Salary
- £32,073 - £39,043 Per annum, Pro rata
- Salary period
- Yearly
- Closing
- 23/04/2026 23:59
Employer heading
Support Manager
Band 5
Job overview
An exciting opportunity to join us as a permanent Support Manager for the Referrals and Bookings team at the largest single site cancer centre in Europe.
As a Support Manager in the Referrals and Bookings team, where you will play a pivotal role in ensuring timely and efficient referral-to-appointment processes for our patients. As a successful candidate, you will have the rewarding opportunity to make a tangible impact on the patient experience by overseeing and optimising the referral and booking team, systems and processes. If you are passionate about making a real difference in the lives of patients and possess exceptional managerial and organisational skills, we invite you to apply and be part of our dedicated team committed to delivering outstanding patient care.
The Support Manager will have planning, performance and service delivery, financial planning, HR, I.T and audit responsibilities. The Support Manager will also be responsible for managing the Overseas Visitors for the Trust ensuring that all charges raised for Overseas Visitors are in accord with the latest NHS regulations.
Please refer to the job description for further detail.
Main duties of the job
• Responsible for the development of clinic templates and management of electronic patient record systems and appointment processes within the Referrals and Bookings team responsibility.
• Responsible for the assessment of eligibility of care for overseas visitors following the criteria set out by the Department of Health
• Provides management support to the Assistant Service Manager and Deputy Service Manager for Referrals and Bookings and Outpatients Reception
Working for our organisation
The Christie is one of Europe’s leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country.
We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years.
We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.
Detailed job description and main responsibilities
DUTIES AND RESPONSIBILITIES
1. Planning and service delivery
• To provide support to the assistant and deputy service manager to ensure the smooth running of operational services in line with service development plans
• Undertakes assessment of overseas visitors in relation to their eligibility for receiving care following the Department of Health Guidelines
• Works collaboratively with colleagues to ensure policy within central administration are developed and adhered to, organising working parties to review policy changes and the impact on these on other service areas.
• Plans and organises own time and workload and that of the team leaders within the department to ensure prioritisation of work that has an impact on patient care and service delivery.
• Co-ordinates activities with other health care professionals where detailed planning is required to ensure the department meets organisational targets for Referrals and Bookings and Outpatients Reception
• Produces regular monitoring and highlight reports and risk assessments for the Divisional Management team.
• Provides advice to patients / relatives on an individual basis, providing non–clinical information with regards to queries, complaints, and appointment issues
• Undertakes interviews with patients/ relatives with regards to patient surveys and patient experience audits.
2. Financial Management & Business Planning
• Authorised signatory for payments in relation to equipment for Referrals and Bookings and Outpatients Reception
• Support the assistant and deputy service manager in the day-to-day budget management duties, including monitoring spend against outpatient and central administration budgets.
• Develops and monitors schemes and action plans to implement cash-releasing efficiency savings targets.
3. Human Resources
• Supports the assistant and deputy service manager in the day to day management of staff within Referrals and Bookings and Outpatients Reception
• Supports the clinic supervisors in managing absence and undertaking return to work interviews.
• Ensures annual appraisals are undertaken on all line managed staff, monitoring the training and developmental needs of the department and supporting the clinic supervisors in addressing those needs.
• Supports the assistant and deputy service manager in the initial stages of disciplinary and grievance procedures.
• Responsible for the training and induction of Referrals and Bookings and Outpatients Reception staff; supporting the team leaders in delivery of training.
• Provides training on electronic patient record and clinic management systems to clinicians and other staff within the division.
• Provides guidance and advice on clinic management systems to the administration chambers across the Trust.
• Completes monthly absence reports for section using ESR, highlighting issues to be addressed
4. Communication
• Communicates complex and contentious information on health record and information management issues with clinicians, senior managers within Trust and across other external organisations and agencies.
• Provides advice on legislation governing health records to non-health records staff.
• Communicates and reassures patients and relatives, daily, with regards to queries about new patient referrals
• Regularly attends and participates in team meetings and works closely with the assistant service managers within the division.
• Ensures effective and lasting relationships with colleagues, staff, patients and other stakeholders are developed.
• Develops and implements processes that support good communications within service areas and the division.
5. Information Resources, Audit, Research and Development
• Maintenance of CareFlow/ EPR systems to ensure accuracy of information stored on systems and accuracy of medical records scanning processes.
• Manages the storage and retrieval of information/ notes from health records library in line with Trust policy.
• Responsible for the asset register for Referrals and Bookings and Outpatients Reception, ensuring that it is up to date and accurate.
• Participates in delivering change projects in service improvement and patient experience.
• Takes responsibility for personal continuing professional development
The above indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post holder.
Person specification
Qualifications
Essential criteria
- Degree Level or equivalent experience
Experience
Essential criteria
- Office management and supervisory experience
- Proficient in all aspects of Microsoft Office 2000
- Adept at managing a busy and diverse workload
- Very good office administration skills
Desirable criteria
- Working knowledge of NHS performance targets, i.e. 18 weeks
Skills
Essential criteria
- High level of interpersonal skills both written and verbal, Persuasive and facilitative.
- Ability to communicate effectively with individuals at all levels and across agencies.
- Ability to deal with patients/ relatives who have complaints or are in distressing situations.
- Ability to function under pressure and meet deadlines whilst maintaining a high quality of work.
- A team player who can work effectively with clinical and managerial colleagues
- Good analytical skills and the ability to deduce key points from complex data.
- Advanced level computer and keyboard skills.
- Advanced level use of patient information systems
Desirable criteria
- Proven interpersonal and communication skills to work with clinical and management colleagues at all levels across the organisation
Knowledge
Essential criteria
- Advanced knowledge and experience of administrative and health record policies and procedures.
- Detailed knowledge and advanced level use of patient information
- Sound working knowledge of NHS practices, policies and procedures.
- Good knowledge of clinical governance and risk management processes
- Experience of service improvement and reconfiguration projects.
- Experience of achieving set objectives and organizational targets.
- Experience of managing delegated budgets.
- Experience of working in a pressurized, unpredictable environment.
Desirable criteria
- Knowledge of clinical governance Knowledge across a range of clinical areas, the NHS and changes within it.
Values
Essential criteria
- Ability to demonstrate the organisational values and behaviours
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Roxanne De’Lacey Smith
- Job title
- Assistant Service Manager
- Email address
- [email protected]
- Telephone number
- 0161 918 2038
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