Assistant Service Manager - HIV & Sexual Health
Job summary
As an Assistant Service Manager within the Specialist Care Division, you will support the operational management and delivery of high-quality, patient-centred services across 56 Dean Street and HIV/GUM services. Reporting to the Deputy General Manager, you will work closely with Service Directors, clinicians, nursing teams and administrative staff to ensure services are efficient, effective and meet agreed performance, quality and patient experience standards.
The post holder will support the day-to-day running of services, oversee administrative and operational processes, and contribute to the achievement of key performance, productivity and quality targets. Working collaboratively with multidisciplinary teams, you will help improve patient pathways, maximise the effective use of resources and support the delivery of safe, responsive care.
You will lead and support service improvement projects, transformation initiatives and operational developments delegated by the Deputy General Manager or Service Directors. Using performance data, stakeholder engagement and continuous improvement methodologies, you will identify opportunities to enhance service delivery and patient outcomes.
The role also includes line management responsibilities for designated staff, ensuring effective supervision, performance management, appraisal completion and the development of training plans aligned with Directorate, Division and Trust objectives.
Main duties of the job
You will provide operational management support for 56 Dean Street and HIV/GUM services, ensuring the delivery of high-quality, efficient services that meet agreed performance, productivity and quality standards. Reporting to the Deputy General Manager, you will monitor key targets, support mutual aid arrangements and contribute to service improvement projects across the Directorate.
Working closely with clinical, nursing and administrative teams, you will ensure administrative services effectively support patient pathways and organisational KPIs. You will promote excellent customer service, address operational issues and coordinate investigations into administrative complaints, implementing improvements in response to patient feedback.
The role includes supporting Junior Service Managers, developing administrative processes, maintaining effective team communications and contributing to business planning activities. You will assist with the implementation and review of operational policies and procedures, represent the service at meetings and communicate key developments to staff.
Working with Information and Clinical Coding teams, you will support improvements in data quality, reporting and information management, while keeping up to date with EPR and other Trust system developments to ensure services continue to meet patient and organisational needs.
About us
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's highest-performing and safest NHS trusts, providing services across Chelsea and Westminster Hospital, West Middlesex University Hospital and a network of community and specialist clinics across North West London.
Our 7,500 staff serve a diverse population of 1.5 million people, delivering a full range of acute, community and specialist services, including maternity, emergency care, paediatrics, HIV and sexual health services. Rated 'Good' by the Care Quality Commission, with 'Outstanding' ratings for leadership and use of resources, we are committed to delivering high-quality, patient-centred care.
We continue to invest in our services and facilities to support innovation, improve patient outcomes and enhance the experience of both patients and staff.
We are committed to equality, diversity and inclusion and welcome applications from all sections of the community. Flexible working requests will be considered wherever service needs allow, and reasonable adjustments are available throughout the recruitment process for disabled applicants.
Please note that some roles may require working across multiple Trust sites and include weekend working. Successful applicants will be subject to the Trust's standard pre-employment checks and probationary period. Early applications are encouraged, as vacancies may close once a sufficient number of applications has been received.
Job description
Job responsibilities
Provide hands-on operational management to designated areas of the Directorate, specifically 56 Dean Street & HIV/GUM, ensuring the delivery of services in line with expected service standards.
Be accountable through the Deputy General Manager for the monitoring and delivery of key quality, productivity and performance targets including mutual aid.
Undertake appropriate projects identified by the Deputy General Manager/Service Directors.
Support your Junior Service Manager as required with developing new administrative processes and procedures in their areas.
Promote excellent customer service throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service
Work closely with the clinical Divisional management teams to ensure the effective delivery of a responsive and efficient administration service that supports the patients pathway whilst delivering departmental and organisation KPIs.
Lead on the investigation and co-ordination of complaints that are predominantly administrative related within the directorate working closely with nurses, medical staff and with the Patient Advisors. Ensure corrective action is taken in response to patient feedback
Be responsible for effective communication systems within areas of administration responsibility including regular team and departmental briefing
With support of the Deputy General Manager participate in business planning and ensure that the administrative function supports and enables the delivery of clinical within the divisions and Outpatients.
Assist the Deputy General Manager in the production, implementation and revision of operational policies throughout the Directorate and Division, instigating the changes to or implementation of policies and procedures.
Attend internal and external meetings and provide feedback to staff as relevant, particularly on new initiatives.
Work closely with the Information and clinical coding departments to ensure better capture of information and higher standards of data quality
Keep up to date with new IT initiatives and all EPR developments and other Trust systems as they affect clinical administration services.
Person Specification
Education and Qualifications
- NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience GCSE or equivalent
- Computer Literacy Course
- AMSPAR Medical Terminology
- Educated to degree level or equivalent experience
- Computer Literacy Course
Experience
- Previous worked within an NHS or healthcare sector environment/team
- Experience of using of IT systems and patient data systems
- Experience of using Cerner, Lilie, Lastword or other relevant Trust systems
- Experience of acute Outpatient processes, medical records, waiting list management, capacity planning.
Skills and Knowledge
- Knowledge of business management policies, procedures, practices acquired through education, professional qualifications or experience.
- Microsoft Excel skills
- Accurate data entry, typing and checking skills
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems
- Ability to plan, organise and accomplish a variety of concurrent assignments
- Ability to follow policies and procedures
- Manage and interpret data correctly to inform decision making
- Good attention to detail
- Ability to initiate & co-ordinate change to own working practices
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.
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.
Employer details
Employer name
Chelsea and Westminster Hospital NHS Foundation Trust
Address
56 Dean Street
LONDON
W1D 6AQ
United Kingdom
Employer's website
https://www.chelwest.nhs.uk/