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Detailed job description and main responsibilities

Service Management

Be responsible for the day-to-day operational management of the service, reporting to the General Manager on all matters affecting the delivery of core services including:

• Support the Trust’s performance and management framework and be accountable for performance in designated specialties against all key dimensions within the framework including the achievement of national targets, taking corrective action as required.
• To assist with the investigation and response to formal complaints as required, taking steps to ensure that lessons are learned from issues which give rise to complaints and that these issues are not repeated.
• To ensure that clinic administration is carried out in accordance with Trust policies, ensuring all clinic changes and other adjustments are carried out on PiMs quickly and efficiently and to continually monitor the effectiveness of clinic booking patterns.
• To be conversant with all operating systems and databases and to ensure that relevant staff have the skills to manage this effectively, in a manner that ensures the patient pathway is clearly understood.
• To monitor the quality and timeliness of patient related communication across services including the quality and accuracy of letter templates, the speed of turnaround for clinical letters, the use of voicemail and the responsiveness of staff when contacted by patients or referrers.
• To ensure adequate staffing levels of all staff groups within established resource.
• To support the continued roll out and on-going use of transcribing and voice recognition tools to ensure that services make the best use of available resource and that maximum benefits are realised.
• Where relevant, to ensure that rotas and on-call arrangements are in place through the service and that these comply with workforce and working time directives.
• To ensure effective communication systems are in place across and between specialties and other relevant service groups.
• To ensure the establishment and maintenance of good working relationships and communications with the wider Trust
• Where appropriate, take responsibility for ensuring that the separate needs of King’s services on our smaller sites are understood and effectively managed, including liaison with property owners as appropriate.
• To participate in on call arrangements, as required.

Service Improvement

• Monitor the improvement programme for the services and associated work streams to support patient pathways.
• In collaboration with the Clinical Director, Clinical Leads, Head of Nursing, Lead Nurses, Matrons, AHP leads, General Manager and others facilitate patient pathway projects and improvements.
• To review and update standard operating policies and procedures, taking action as appropriate to enable continuous improvements to service quality.
• To work with specialty based staff to achieve sustained improvements including the following areas as appropriate :
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• Outpatient efficiency – for example DNA and cancellation rate
• Patient Experience
• Financial efficiency - for example coding depth and accuracy and service line profitability.
• Patient Access – for example RTT and Cancer.
• To support and encourage appropriate innovation in clinical practice and in the way services are perceived by patients, recognising the importance of informed choice for all patients.
• To lead on changes to Information systems in conjunction with ICT as required to support the service.
• To encourage the appropriate development of quality systems, clinical pathways, guidelines and service protocols and to support the effective use of multi-disciplinary audit.

Information and Planning

• To introduce and maintain the Trust’s performance and management framework for services and be accountable for performance against all key dimensions within the framework, including the achievement of national targets, taking corrective action as required.
• To review and escalate as appropriate performance indicator information in line with the Trust’s performance management framework.
• Support Patient Target List (PTL) management and validation.
• Validate and distribute reports and performance data to clinical teams.
• Validate and distribute data on demand, capacity, waiting times and other performance metrics.
• Lead the development of robust information systems to support performance reviews (internal and external)
• Work with the Business Intelligence Unit, with Contracts and with other departments to produce reports and information for clinical teams.
• Produce and perform presentations on performance for the Care Group and Site Executive management teams.
• To understand national data requirement including national datasets and to advise the Trust on how best to implement systems to meet these requirements.

Financial Management

 To be accountable for the financial performance of delegated budgets within identified specialties, taking actions to limit spending when required

 People Management

 To lead, coach and manage the performance of the team in line with good people management practices. To recognise excellence and address underperformance.

• To agree objectives and review performance of staff, identifying individual training and development needs and promote continuing personal and professional development.
• To participate in regular performance appraisal meetings and ensure each member of the team has a clear set of objectives and development plans.
• To ensure the team is compliant with all statutory and mandatory training together with any professional training requirements, ensuring they are up to date and fully compliant.
• To manage absence and attendance in line with Trust policy ensuring the appropriate return to work meetings occur, e-roster is updated and productivity is at kept to the highest possible level.
• To ensure that rotas are appropriately managed
• To identify and fill any vacancies that arise within the team in line with the Trust’s recruitment policy and process.
• To identify talent and support the internal talent management process in order attract and retain and succession plan for your people.
• To review skills mix at regular intervals in order to identify any potential opportunities to maximise resource utilisation / allocation, ensuring job descriptions are kept up to date.
• To ensure overall wellbeing of the team is maintained. Continuously support in improving the morale of the team and implementing a culture of zero-tolerance for bullying and harassment.
• To ensure appropriate two way communication channels are in place and to communicate personally in a way that motivates and inspires staff.
• To ensure that teams consistently behave in a manner that reinforces the priorities and values of the Trust, addressing performance where it falls short of expectations.
• To empower direct reports and ensure they are able to operate autonomously within the bounds of their roles.
• To develop effective team working across areas of responsibility to ensure the effective delivery of the service.
• To inspire staff towards continuous improvement and the delivery of excellent care through encouraging and supporting individual ideas.
• To ensure teams have clear roles and responsibilities and work as a team to support service delivery and patient care.

 Risk and Quality Management

• To work with the patient safety, patient experience, risk & governance team to monitor and manage risk within specific services, to help investigate AIs/SUIs and to support the overall risk management structure of the Care Group, the Site and the Trust

Activity and Contracts

• To maintain an up to date awareness of areas of variance against contracted performance in identified specialties, analysing and explaining the reasons for variation where it occurs.
• To work with clinical and administrative teams to achieve high levels of data quality and implement new systems where necessary.