Detailed job description and main responsibilities

1. To support in the overall delivery of the NHS and Private ACU service, providing hands-on 
   operational day to day management to deliver services in line with expectations, taking timely 
   corrective action as required.
   2. Provide management direction and leadership to administration staff.
   3. Promote and maintain positive working relationships with consultants, clinical professionals, 
   wards and hospital departments to ensure the smooth running of ACU within the Trust. 
   4. Support the operational and senior managers with the investigation and co-ordination of 
   complaints. Ensure that corrective action is taken in response to patient feedback.
   5. Resolve any non-clinical issues arising on a day to day basis and escalate as appropriate. 
   6. Attend local team meetings and cascade key messages to staff ensuring that effective 
   communication systems are in place
   7. Ensure effective clinic utilisation and capacity planning, identifying where there are 
   inefficiencies or lack of capacity and take steps to address issues.
   8. Play a key role in ensuring effective systems of capturing high quality data are in operation and 
   all datasets are submitted to a high level of accuracy in line with required timescales
   9. Manage small service changes or assist in wider change programmes as required ensuring that 
   there is thorough planning, scoping, stakeholder engagement, patient communication and 
   resource planning
   10. Proactively take steps to ensure compliance with internal and external governance and best 
   practice requirements
   11. Design and implement audits of the service
   12. Assist the Head of Operations and Service Manager in the production, implementation and 
   revision of operational policies.
   13. Maintain and enforce all standards of documentation on all hospital systems, including 
   Compucare and Cerner, to ensure that all care episodes are entered, kept accurate and up to 
   date
2. 
   Staff management
   1. Day to day supervision and management of the staff within the service to ensure that they 
   deliver an effective quality service to patients, actively managing poor behaviour, attendance, 
   annual leave, sickness and performance, in line with Trust policies. 
   2. Manage the staff rota for each area to ensure that appropriate cover is provided for each service 
   as required
   3. Ensure that staff are correctly trained and that they understand their roles and responsibilities. 
   4. Ensure that all staff have and dress in the appropriate uniform whilst at work
   5. Ensure that sufficient staff are adequately trained to be able to provide cross cover for their 
   respective roles
   6. To assist in the appraisal and personal development process, setting appropriate objectives and 
   reviewing staff as appropriate
   7. To be actively involved in recruitment processes for new staff 
   8. Manage and monitor bank staff usage, ensuring that this is within the budget set out annually
   9. To coach the team to deliver exceptional care and service, ensuring that we are meeting all 
   expectations of the patients and Consultants and delivering on any timescales promised. 
   
   Patient Experience
   1. Resolve any issues and complaints raised by patients, staff or clients as swiftly as possible, and 
   to escalate these as appropriate if this is not possible.
   2. Investigate and draft complaint responses on behalf of the Operational Manager and implement 
   changes if needed. 
   3. Attend the monthly quality meetings and make changes as necessary.
   4. Ensure that patient satisfaction questionnaires and other feedback is collected and monitored 
   on a regular basis.
   5. Work with the facilities and support team staff within the unit to ensure that the highest quality 
   service is provided to the patients and clients. 
   Administrative Responsibilities
   1. Maintain and enforce all standards of documentation on both Compucare, evolve, Cerner and 
   Meditex to ensure that all care episodes are entered and kept accurate and up to date. 
   2. Management of all patient information in line with data protection policies in place at the Trust 
   including ensuring that all patients are recorded on both on systems.
   3. Provide daily activity reports to the Operational Manager.
   4. To keep updated on all Trust Policies and procedures by attending any advertised briefings as 
   and when they arise.
   5. Ensure all CCG funding requests are submitted in a timely manner.
   Operational Management
   1. To support the Service Manager in the overall delivery of the NHS and Private ACU service, 
   providing hands-on operational day to day management to deliver services in line with 
   expectations, taking timely corrective action as required.
   2. Provide management direction and leadership to administration staff.
   3. Promote and maintain positive working relationships with consultants, clinical professionals, 
   wards and hospital departments to ensure the smooth running of ACU within the Trust. 
   4. Support the service manager with the investigation and co-ordination of complaints. Ensure 
   that corrective action is taken in response to patient feedback.
   5. Resolve any non-clinical issues arising on a day to day basis and escalate as appropriate. 
   6. Attend local team meetings and cascade key messages to staff ensuring that effective 
   communication systems are in place
   7. Ensure effective clinic utilisation and capacity planning, identifying where there are 
   inefficiencies or lack of capacity and take steps to address issues.
   8. Play a key role in ensuring effective systems of capturing high quality data are in operation and 
   all datasets are submitted to a high level of accuracy in line with required timescales
   9. Manage small service changes or assist in wider change programmes as required ensuring that 
   there is thorough planning, scoping, stakeholder engagement, patient communication and 
   resource planning
   10. Proactively take steps to ensure compliance with internal and external governance and best 
   practice requirements
   Assistant Service Manager, The Fertility Centre - Job description – February 2021
   Chelsea and Westminster Hospital NHS Foundation Trust 7
   11. Design and implement audits of the service
   12. Assist the Head of Operations and Service Manager in the production, implementation and 
   revision of operational policies.
   13. Maintain and enforce all standards of documentation on all hospital systems, including 
   Compucare and Cerner, to ensure that all care episodes are entered, kept accurate and up to 
   date
   14. Provide management direction and leadership to all administration staff in the Unit.
   Financial Management 
   1. Ensure that all patients receive an invoice on discharge 
   2. To obtain full payment in advance from self-pay clients, and to obtain further advances as 
   required to ensure that the Trust does not incur any debt.
   3. Ensure that cash is appropriately accounted for as per the cash handling policy, and to work 
   with the finance team to investigate any variations. 
   4. Manage staff budgets and bank cover within the agreed constraints
   5. To carry out weekly checks to correlate Cerner and other systems to Compucare to ensure that 
   all income has been identified, invoiced and collected.
   6. To play an active role in identifying areas where expenditure can be reduced or further income 
   generated.
   7. Participate in business planning and identification of income generation and cost reduction 
   schemes
   8. Undertake detailed analysis of specific projects/reports requiring high levels of analytical input
   9. Contribute to the production of performance information, taking a lead for specific projects. 
   10. Support the development of Service Leads and the implementation of systems for succession 
   planning
   Other
   1. Ensure all communication, which may be complex, contentious or sensitive, is undertaken in a 
   responsive and inclusive manner, focusing on improvement and ways to move forward. 
   2. Ensure all communication is presented appropriately to the different recipients, according to 
   levels of understanding, type of communication being imparted and possible barriers such as 
   language, culture, understanding or physical or mental health conditions. 
   3. To keep updated on all relevant Trust Policies and procedures by attending any advertised 
   briefings as and when they arise.
   4. To maintain statutory and mandatory training at the appropriate level for both self and direct 
   reports