Senior Service Manager - London, United Kingdom - King's College Hospital NHS Foundation Trust

Description

Employer King's College Hospital NHS Foundation Trust Location Orpington Salary £64,408 to £73,961 per annum, including, high cost area Closing date 8 May 2024

An exciting opportunity has arisen for the right candidate to progress their management career within the Speciality Medicine Care Group. The Care Group provides the leadership for the medical specialties with a specific focus on the outpatient and cancer pathways. The Care Group was developed following the restructure in 2020 to allow focus on this element of medicine while recognising that there is still a requirement to support the emergency pathway within the hospital.

Due to an internal promotion there is an opportunity which will cover Cardiology and Respiratory services. This interesting and varied role provides the opportunity to network with multiple services within the Trust. You should have experience of delivering improvements to systems, processes and performance, working with the multidisciplinary team. Your experiences with staff management will provide you with the knowledge and skills to manage your teams with confidence using the excellent communication skills that you have developed throughout your career. Main duties of the job The successful candidate will be responsible for the management of the administration team that supports all aspects of the allocated Services and ensure that all aspects of staff management are addressed. Ensuring the services are delivering against the constitutional standards will be critical and where there are issues that there are plans drawn up in conjunction with the Clinical Lead to rectify. About us King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c1 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reachis our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level. We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people. King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible. Job description Job 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 Trusts 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 Kings 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 :
• 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 Trusts 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 Trusts 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 Trusts 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.

Person Specification Education and Qualifications Essential

• Educated to Masters level or equivalent plus evidence of further professional development through formal course and / or experience.
• Degree and/or equivalent senior management experience.
• Evidence of continuous professional development.

Desirable

• Prince 2 or other Project Management Skills
• Formal management qualification

Knowledge and Experience Essential

• Significant management experience in a service delivery role within the acute sector
• Knowledge and understanding access and waiting time targets, of pathway management and the modernisation agenda in a complex organisation within healthcare
• Awareness of opportunities for redesigning services and the tools and techniques for achieving service change
• Significant experience of staff management, including setting objectives, team and individual appraisal, recruitment, performance and disciplinary issues
• Evidence of report writing and presenting skills to include business cases and formal presentations

Skills and Competencies Essential

• Excellent IT Systems and software skills including MS Office applications such as spread sheet analysis
• Excellent communication and interpersonal skills with the ability to establish and maintain rapport with colleagues, students and patients
• Ability to work proactively, cooperatively and creatively with senior staff at all times (including times of stress)
• Commitment to promoting equality and diversity in the workplace and in service development

Employer details Employer name King's College Hospital NHS Foundation Trust Address Princess Royal University Hospital Farnbourough Common Orpington BR6 8ND Any attachments will be accessible after you click to apply. 213-PRUH

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