Detailed job description and main responsibilities

• Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards.
• Be accountable through the  Junior Service Manager for the monitoring and delivery of key quality, productivity and performance targets.
• Undertake appropriate projects identified by the Junior Service Manager.
• Support your counterpart Assistant Service Manager as required with developing new administrative processes and procedures in their areas.
• Promote excellent customer service throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
• Work closely with the clinical Divisional management teams to ensure the effective delivery of a responsive and efficient administration service that supports the patient’s pathway whilst delivering departmental and organisation KPIs.
• Lead on the investigation and co-ordination of complaints that are predominantly administrative related within the directorate working closely with nurses, medical staff and with the Patient Advisor Ensure corrective action is taken in response to patient feedback.
• Be responsible for effective communication systems within areas of administration responsibility including regular team and departmental briefing.
• With support of the Junior Service Manager participate in business planning and ensure that the administrative function supports and enables the delivery of clinical within the divisions and Outpatients.
• Assist the Junior Service Manager in the production, implementation and revision of operational policies throughout the Directorate and Division, instigating the changes to or implementation of policies and procedures.
• Attend internal and external meetings and provide feedback to staff as relevant, particularly on new initiative.
• Work closely with the Information and clinical coding departments to ensure better capture of information and higher standards of data quality.
• Keep up to date with new IT initiatives and all PAS developments and other Trust systems as they affect clinical administration services.

Staff Management

• Support the  Junior Service Manager within the Directorate to co-ordinate annual leave  in order that cover is always maintained and agency expenditure is minimised.
• Line Manage and support staff allocated to you within the Directorate.
• Ensure close working relationships are maintained with the clinical professionals on all matter relating to patient care within the service.

Financial Management

• Play an active role in identifying areas within the service where expenditure can be reduced and/or income generated.
• Be involved under the Junior Service Manager’s/ DGMs/GM instruction in the business planning process, producing capital and revenue business cases and proposals for service development
• Contribute to management of performance information, taking a lead for specific projects and be responsible for the budget for the project.
• Provide information for the bank and agency expenditure for the team.
• Undertake detailed information analysis of specific projects/reports requiring high levels of analysis
• Contribute to the management of performance information, taking a lead for specific project

Technology

• Take an operational lead for existing technologies within the Division including transcription services and Electronic Document Management.
• Take a lead role in projects involving the introduction of new technologies.
• Work with the Trust IT department and external providers, ensure the above systems operationally function on a day to day basis to support hospital outpatient and inpatient activity.
• Plan staff training on new systems (clinical and administrative).
• Report to the Junior Service Manager any deviation from agreed standards 

PLEASE SEE JOB DESCRIPTION FOR DETAILS OF THE ROLE