Job summary
- Main area
- Managerial
- Grade
- NHS AfC: Band 6
- Contract
- Permanent
- Hours
- Part time - 30 hours per week
- Job ref
- 224-PA20240401460
- Employer
- The Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust
- Employer type
- NHS
- Site
- Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust
- Town
- Nr Oswestry
- Salary
- £35,392 - £42,618 pa pr
- Salary period
- Yearly
- Closing
- 07/05/2024 23:59
Employer heading
Business Manager Private Patients Service
NHS AfC: Band 6
Here at the Robert Jones and Agnes Hunt Orthopaedic Trust, we are very proud of our reputation for providing outstanding care to our patients. Our continued success is accomplished through the skills and expertise of our staff, which is underpinned by our values: Friendly, Caring, Excellence, Professional and Respect. If your values align to ours, and you would like to join us in aspiring to deliver world class patient care, we would love to hear from you.
Job overview
The Business Manager (BM) is accountable to the MSK Unit General Manager (UGM) and is responsible for the delivery of the private patient service across the trust. This involves delivery against key performance indicators across the service.
Day to day services will be managed in accordance with agreed objectives, targets, quality standards, controls and resource constraints. The post holder will also be responsible in ensuring delivery of the highest level of support administration and organisation to the senior management team.
The role will also have delegated authority for service improvements.
A key expectation of the post-holder is the application of best practices to ensure consistency of operation across all administrative support areas.
Main duties of the job
- To manage the admission and patients’ pathway for Private Patients at RJAH
- To support the Managing Director for Planning and Strategy and Managing Director of MSK in developing current and new Private Patient services
- To deliver and focus on operational and strategic decision making with respect to private patients with general administration and by compiling and analysing activity information
- To improve and coordinate customer care for private patients
- To ensure that all the relevant information on the private patient treatment is appropriately recorded clinically and for translation into an accurate invoice
- To ensure that the necessary financial arrangements (guarantees, deposits and approvals) are in place to ensure that the invoices for these patients are paid
- To line manage and support other members of the team
Working for our organisation
The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH) is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation.
Joining RJAH is more than just a job – we want our people to have the best opportunities to thrive in their role.
We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state-of-the-art facilities – including our recently-opened £6 million Headley Court Veterans’ Orthopaedic Centre (the first unit of its kind in the UK).
RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and Birmingham.
The hospital is located on a site outside Oswestry in Oswestry, just off the A5. The nearest train station is in Gobowen, approximately two miles from the hospital. The station is part of the Chester to Birmingham line.
We are based in North Shropshire, close to the border with North and Mid Wales. It is one of the most attractive parts of the country, with a rich historic culture and excellent transport links. It offers outstanding opportunities for anyone who enjoys an outdoor lifestyle or is looking to raise a family.
Detailed job description and main responsibilities
Performance Management
Ensure the delivery of outstanding customer service to all stakeholders and service users.
Introduce and report KPIs to ensure all private services are delivered in line with agreed standards.
Plan and oversee the day to day organisation of all administrative staff within the department, this will require working autonomously to understand and drive activity, operating targets, budget controls, and relevant HR management.
Plan and organise the administrative service within the department, setting the goals of the administrative service in order to fit in with the demands of the consultant’s timetables.
Develop and adapt policies and standardised procedures within the private patient unit to clearly define the private patient pathway and ensure a consistent, effective approach to private patient work in the trust.. The impact of these policies will be not only support the Private Patient Unit in its efficient running but also will benefit other support units such as Theatres, Wards, Radiology etc. This will require involve liaison with other private providers to ensure best practice is adopted.
Working with finance colleagues to develop and take ownership of the
business plan that looks at growth within the department but at the same time manages resources efficiently and effectively.
Ensure effective processes and procedures are in place to monitor and track performance against agreed activity within the service.
Ensure that effective systems are in place to maintain service delivery in the event of staff absences
Resolve day-to-day management issues within the service, organising and
reallocating work where situations change due to variations to the work load and staffing availability. This may be due to a known absence but may also may be due to unanticipated absence meaning key roles such as reception areas need cover within the private patient area.
Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed.
Develop with the information team data reports and manage the analysis of data so the senior management team have access to timely and accurate information on all key performance indicators on a regular basis.
Develop a thorough understanding of all areas within the department
including management of pathways and the use of clinical IT systems.
Ensuring the private patient unit reduces reliance on physical paper and
utilises the benefits of electronic systems available and trailblazes the use of systems that will support an increase in activity or better utilisation,
customer care and customer satisfaction.
Chair unit meetings, develop private patient forums, deputise for the UGM when required at departmental, internal trust and external meetings. Attend all senior meetings as the trust SME in Private work.
Responsible for resolution of day-to-day performance issues.
Manage day-to-day administrative tasks to support the clinical team, including leave management and rotas.
Arrange and plan certain key meetings, taking accurate minutes when
required.
Support the senior management team by preparing presentations.
Deal with telephone calls relating to the service, ensuring that patients and relatives are communicated with sensitively and effectively and issues are dealt with promptly and efficiently.
Liaise with other departments and members of the Trust to support the
smooth running and functioning of the department/service. This will include working with the theatre scheduling teams/allocation group
to ensure private allocation is given in a visibly fair manner and at the same time reducing the peaks and troughs in allocation to ensure a smoother, more consistent allocation of private lists.
Highlight opportunities and campaigns to raise the private practice profile of RJAH nationally
Liaise with consultants to manage their expectations and gain their support in delivering the best service a patient can expect.
A full list of responsibilities can be found on the attached job description.
Person specification
Education and Qualifications
Essential criteria
- Educated to degree level or equivalent knowledge, skills and experience
- Evidence of recent Continuing Professional Development
Previous experience
Essential criteria
- Evidence of leading successful projects and / or operational performance and improvement; including the development and monitoring of output and outcome measures
- Experience of delivering outstanding customer service
- Operational experience in supporting specific services including design, development, implementation and management of change in a multi-professional environment
- Experience of administering budgets and demonstrable evidence of individual, team, financial, process and change management
- Experience of line managing teams, demonstrable evidence of managing difficult situations, using and understanding relevant policies and procedures to ensure a satisfactory outcome
Desirable criteria
- Knowledge and understanding of the changing NHS environment
- Managing Consultants and junior doctors
- Private healthcare experience and / or experience of private services in the NHS
Skills/ Knowledge/ Ability
Essential criteria
- Effective people and project management skills
- Use analytical and judgement skills including understanding and application of complex statistical and numerical data. Including development of reports and delivery of these reports to senior managers
- Effective communication skills both written and verbal including formal presentation skills, influencing and negotiating.
- The role requires frequent prolonged concentration on complex tasks with an unpredictable work pattern
- Organisational skills and the ability to prioritise, meet deadlines and delegate effectively
- Ability to find innovative ways of solving or pre-empting problems
- Excellent computer and keyboard skills, including competency in MS Office programmes; in particular Excel. Daily user knowledge of key applications that support clinic and theatres utilisation, this will include Bookwise and Bluespier
Additional Information
Essential criteria
- A commitment to partnership working, inclusion of a diverse workforce and service integration
- Comfortable working under pressure in a fast-paced, changing environment
- Ability to have a flexible approach to the working day and having the ability to adjust behaviours to best suit the situation or to ensure the best outcome
- Committed to promoting a culture of continuous improvement, actively seeking opportunities for personal and service development
- Readiness to take initiative and exercise a high degree of autonomy and accountability
- Ability to carry out the physical requirements of the post, with any reasonable adjustment
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
- Mark Lowe
- Job title
- General Manager MSK Unit
- Email address
- [email protected]
- Additional information
Please contact by email initially with telephone number
List jobs with The Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust in Administrative Services or all sectors