Great Western Hospitals NHS Foundation Trust
Outpatient Operations Lead
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Job Summary
PREVIOUS APPLICANTS NEED NOT APPLY
To lead on the day-to-day management of the Outpatient Administration team, supporting the Administration lead to deliver key performance indicators and service developments.
To provide first-line support to the team and project leads, with responsibility for performance, workload management, policies and procedures, standards of customer care, and quality.
In liaison with the Administration Lead, responsible for ensuring the appropriateness of the services and that the performance management requirements of the Trust are met, in particular financial expenditure targets, cost control, quality, and activity targets.
The post holder will be expected to have excellent interpersonal skills, a thorough understanding of the NHS improvement tools and access targets, the ability to forward plan in a changing environment, with insight and aptitude for managing, measuring, and delivering service improvements.
Main Duties of the Job
- Provide day-to-day operational leadership for Outpatient Administration, ensuring delivery of key performance indicators in line with divisional, organisational, and national targets, including RTT and cancer standards.
- Use multiple IT systems to analyse complex performance data, produce and act on reports relating to access, waiting times, utilisation, and waiting list management.
- Support validation of long waiters in line with Trust access policies.
- Oversee the quality and standard of administrative services, implementing and monitoring procedures and SOPs, ensuring compliance with information governance.
- Lead responses to complaints and incidents.
- Line manage supervisory staff, supporting recruitment, appraisal, performance management, attendance, training, and staff wellbeing, while maintaining accurate workforce records.
- Communicate and liaise with clinical and management teams, using influencing skills to support service objectives, contributing to service redesign, efficiency improvements, and change management.
- Support delivery within budget.
- Ensure a patient-centered approach at all times, acting as an escalation point for patient concerns, maintaining high standards of customer care.
- Deputise for the Outpatient performance and operations manager as required.
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About Us
We are proud to be part of BSW Hospitals Group - a formal partnership between Great Western Hospitals NHS Foundation Trust, Royal United Hospitals Bath NHS Foundation Trust, and Salisbury NHS Foundation Trust. With a combined workforce of over 17,600 colleagues, and a budget of 1.6 billion, the Group is united by a common purpose to deliver the best possible care to over 1 million people.
We are creating a health and care system that works with the people we care for, reducing the differences people currently face in access, experience, and outcomes, improving the experience of our colleagues, and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities, and our partners.
Job Description
Job responsibilities
Please See Attached Job Description For Full Details.
This post will support areas of automation development lifecycle including support, implementation, and deployment to the Outpatient Administration Team. And be an advocate of Patient Experience across Outpatients departments, putting the patient at the heart of everything we do.
Person Specification
Qualifications
Essential
- Educated to Degree standard or equivalent with additional training or experience to a post-graduate diploma level
- Evidence of formal management development
- Evidence of continuing professional development
- Willingness to undertake NHS specific IT system
Desirable
- Qualifications in management
- ECDL qualification or other formal IT training / qualification
- Project management training
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Experience
Essential
- Evidence of Health & Safety training
- Evidence of significant administrative experience within a customer-focused environment
- Evidence of successful staff management including performance, recruitment, training, and absence management
- Working knowledge and experience in change management and service redesign in similar or related field
- Evidence of successful process design and implementation
- Experience and understanding of outpatient services and performance indicators
- Experience in implementing NHS policies and guidelines relevant to outpatient services
- Proven experience of developing administrative processes, analysing information, and report writing
- Experience of managing projects
- Able to prioritise workload of self and others
Desirable
- Past experience of working in an area specialising in healthcare appointment making
- Experience of managing large teams
Additional Information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and as such, it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information, visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
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