Deputy Head of International and Private Patients - London, United Kingdom - Guy's and St Thomas' NHS Foundation Trust

Description

Job summary

An exciting opportunity has arisen within the Evelina London International & Private Patients (IPP) team to recruit to the role of Deputy Head of International and Private Patients.

The post-holder will lead on the development of a portfolio of private services within the Evelina London Clinical Group. They will work in close collaboration with clinical, financial and operational teams, marketing and cross-cutting business development functions to develop and implement a robust growth strategy for these services. They will act as bridge between the Evelina London Clinical Group and GSTT's central private patient team, ensuring a fully aligned approach to business development and all interrelated activities.

Main duties of the job

The role will provide senior leadership to operational and administrative teams within the IPP service. In conjunction with their team of operational managers, the successful candidate will lead and deliver service improvement and transformation projects which will improve the quality, access and experience of private healthcare for all service users within the hospital. They will demonstrate exceptional communication skills to work effectively at all levels across the clinical group; building effective collaborative structures and relationships in complex clinical areas and alongside busy NHS services and operational demands.

Experience of commercial, international and private patient services is desirable but not essential for this role. The ideal candidate will have a strong background in delivering on service improvement, operational delivery, staff management, complex stakeholder management and the ability to work well within a large multidisciplinary team. They will have strong commercial acumen and be driven to learn and innovate within a fast-paced, customer service focused environment. They will be committed to working cross-culturally, to learning more about the diverse patient groups referred to the Evelina London and to ensuring services are designed and adapted to meet the needs of these populations.

About us

Private patient activity within the clinical group takes place at Guy's Hospital, St Thomas' Hospital, Evelina London Children's Hospital and Evelina London community facilities.

Key locations for the delivery of private patient activity include:

o The award winning Evelina London Children's Hospital which enjoys an international reputation for clinical excellence resulting in complex UK and international private patient referrals increasing significantly in recent years.

o The Westminster Private Maternity Suite located on the 12th floor of St Thomas' Hospital.

o The Assisted Conception Unit (ACU) which is located on the 11th floor of Tower Wing of Guy's Hospital and enjoys an international reputation. This service offers private fertility services to both UK and international patients.

o Outpatient facilities located on the St Thomas' campus in Westminster Bridge Private Consulting Rooms, Wimpole Street Diagnostics Facility in the Harley Street Medical Area, and at Royal Brompton Hospital.

Evelina London is proudly part of GSTT. Following the merger of GSTT and Royal Brompton & Harefield NHS FT in February 2021, private patient services within the combined trusts have merged to create the largest private patient teams within the NHS.

Job responsibilities

The post-holder will work in partnership with consultants to develop their private practice, acting as a primary contact for consultants within their portfolio of specialities and delivering proactive account management services in order to improve consultant engagement and develop new commercial opportunities.

A key responsibility will be the line management and operational oversight of operational managers and administrative teams working in private services, working in partnership with Directorate Management Teams and operational leadership.

The post-holder will identify new business development opportunities and provide project leadership for the development of these services, leading on stakeholder engagement and service design. They will lead on private patient business planning for their services, including the preparation of any revenue or capital investment cases required to support growth.

They will regularly review the quality of current private patient services, benchmarking against competitors and reporting on patient and stakeholder feedback. They will work with operational and clinical colleagues to identify and implement opportunities for service improvement.

They will act as a key link between Evelina clinical group services and GSTTs private patient team, ensuring clinical group services receive the support required from central teams and that the approach within the clinical group is fully aligned with trust-wide PP strategies and appropriately communicated. They will ensure central, supporting functions (including marketing, international, financial and central business development teams) are fully engaged in the preparation of business development plans, with budgeting and resourcing agreed in advance.

They will be a member of the trusts wider PP business development team, attending all appropriate meetings and with a secondary reporting line to the Associated Director of Marketing & Business Development.

Objectives for the role will be agreed after appointment, but are likely to include:

To build a reliable international a referral pipeline, activity base and business model, that delivers against plan and secures significant growth and investment, including revenue and capital business cases, to secure expanded services and facilities;

To improve cross-site working of paediatric services delivered at RBH site, including the operational oversight, joint business development initiatives and improved collaboration with NHS clinical teams delivering such services;

To grow private patient income whilst maintaining and / or improving current levels of profitability;

To improve consultant engagement in private practice, increasing the number of consultants who regularly practice privately at Evelina London and launching new services in response to demand;

To work pro-actively with colleagues across the combined GSTT PP teams (these include GSTT Adult services, womens services located outside of the Evelina London, as well as services at Harefield Hospital and Wimpole Street) to fully leverage the strengths of the combined teams.

Business planning

Engage with internal and external stakeholders to implement and further develop our medium to long term strategy for the sustainable growth of International and UK private patient activity within the group.

In partnership with clinical services and directorate management teams, prepare and agree annual business plans and budgets that are consistent with the strategic plans and priorities of the group and directorates.

Ensure all business planning, new service development and investment is underpinned by detailed demand and capacity planning including assumptions, risks and benefits.

Identify new business development initiatives, in line with the agreed strategy, and work with directorate management teams to write and implement associated revenue and capital investment cases.

Leadership

Demonstrate exceptional communication skills to work effectively at all levels across the group building effective collaborative structures and relationships in complex clinical areas and alongside busy NHS services and operational demands.

Exercise a significant level of judgement in managing and developing a challenging area of group activity.

Effectively influence colleagues external to the group and in other directorates and organisations; positively influence private and international patients service design and delivery across the trust.

Business development

Research the market (internally and externally) and identify business growth opportunities.

Track performance profitability, patient satisfaction, consultant satisfaction and other KPIs as agreed, and allocate resources effectively.

Facilitate high-level analysis of consultant satisfaction on an on-going basis

Lead on the engagement and retention of consultants through successful relationship management.

Responsible for benchmarking Evelina London commercial services against other providers ensuring a quality service is delivered.

Attend speciality team meetings and host regular forums, directly engage with clinicians and other staff, to seek out support for new opportunities.

Seek out and establish new private patient services, developing comprehensive business cases and working closely with clinicians and staff to establish.

Take a delegated leadership role in relationships with existing and private patient partners, coordinating closely with colleagues within the wider private patient team;

Carry out market analyses and subsequent opportunity analysis including feasibility study, Strategic Outline Case and Full Business Case for specific commercial or private practice areas.

Lead the development and implementation of the Annual Business Development plan, (focused on current business retention and future business growth) for a portfolio of private services and deliver on defined targets including an overall communication strategy to all stakeholders.

Contribute to maintaining a database of opportunities and associated intelligence relating to our local competitors and markets

Work with marketing to ensure relevant publicity materials are up to date and accurate and are aligned with private patient corporate and strategic messages.

Lead on the development of a program of marketing and engagement activities for key referrers- including embassies and referral agents.

Management

In partnership with the DMTs, Evelina Directors and Service managers, lead on preparing the annual commercial business plans.

Present commercial performance regularly to Directorate DMTS and clinical service leadership.

Champion commercial activity and commercial policy across Evelina ensuring financial transparency at all times, and developing clear, agreed mechanisms for benefit sharing and incentivisation (including finance) across directorates and clinical teams.

Identify any additional skills and resources required to deliver business growth. This may include a business case for additional roles which the post holder may line manage or other structural changes required.

Managing direct line reports- ensuring clear objectives are set and agreed too for all roles and their respective areas of responsibility.

Financial and performance management

Ensure appropriate analysis and presentation of activity and performance data, providing high quality management information and briefing reports to the various stakeholders across the group and trust.

Ensure monthly forecasting of activity and income, escalating concerns and managing income risk within agreed frameworks.

Ensure identification and reporting of all appropriate KPIs to monitor high quality service delivery, consistent reporting of complaints and proactive collection of feedback from service users and referrers.

Manage relevant commercial budgets against control targets.

Work with colleagues within finance teams to agree and negotiate tariffs with insurers, embassies and self-funding markets.

Develop and agree new tariff items (ensuring appropriate benchmarking and cost/ delivery analysis is completed).

Service delivery and development

Identify solutions to problems and propose and implement change where required, ensuring our private patient offer is sustainable, excellent in both clinical care and customer service, with reliable capacities and clear pathways etc.

Lead and deliver service improvement and transformation projects within agreed timeframes, targets and governance structures.

Develop and manage the implementation of systems, control processes and risk management arrangements to support monitoring of compliance with clinical governance standards, other Trust-wide policies and processes and best practice requirements.

Ensure and manage the resolution of complaints and issues from patients, staff, suppliers, other internal and external service providers and partner organisations in a timely and appropriate manner in line with Trust policy, procedures and service delivery values and priorities.

Workforce management and development

Ensure all plans and business cases take appropriate account of workforce plans in terms of necessary staffing levels and skill mix.

Assist in the development of core communication and messaging to improve understanding of private practice activity and how it fits into service, directorate and group objectives.

Develop and coach senior clinicians and managers in the knowledge and understanding of private and international clinical practice building skills, support and momentum across the group.

Work with group and trust workforce colleague to ensure appropriate payment models for private patient activity in line with trust policy, seeking opportunity and agreement to test and develop new ways of working.

Qualifications

Essential

Desirable

Experience

Essential

Desirable

Skills

Essential