Job overview

The post holder will manage the delivery of a high quality, safe and compassionate healthcare service to patients. They will have responsibility for ensuring that all administrative processes are efficient and effective and enable the team and the Trust to meet high standards of performance. The post holder will have specific responsibility for driving forward excellent standards of customer service, acting where levels of service delivery fall short of what is required or do not uphold organisational HEART values. The post holder will line manage a team of administrators and will be responsible for organising workload and cover, recruiting and inducting new staff members, identifying training and support required by individuals and managing performance.

Main duties of the job

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·         Line Management of maternity band 3 admin and the ward clerks Northwick Park and Central Middlesex sites for Maternity

·         Develop new processes for the service with a view continuously improving the patient experience

·         Ensure trust-wide administrative standard operating procedures and policies developed are adhered to; participate in the review of and development of new procedures

·         Create and prepare reports relating to service delivery and performance and recommends actions where areas of improvement are identified

·         Take responsibility for the even distribution of workload within the department, initiating amendments or improvements where  necessary

·         Work with and Manage the service booking team to ensure that patients’ appointments are booked in accordance with booking rules and Maternity timeframes, working with the Service Manager when corrective action are required

·         Take responsibility for patient/client care in terms of dealing with complex patient queries, particularly where patients are distressed and emotional.

·         Investigate complaints within specified timeframes, liaising with divisional managers and clinicians as necessary to obtain required information to formulate a response.

·         Effectively address issues of poor performance, conduct and attendance

·         Manage theatre capacity and book the elective caesareans and inductions of labour

Working for our organisation

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.  

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.