Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview The duties and responsibilities listed below are representative of the Assistant Service Manager role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative or managerial duties and responsibilities commensurate with the level of the post, to support the smooth running of the service. Main duties of the job • Support the Deputy Service Manager in managing all sections of service, with a particular focus on Customer Service, Sales and Enquiries. This will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management. • Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service. This will help support improvement projects and the tracking of new business development and marketing initiatives. • Problem-solve all day-to-day management issues organising and reallocating work where situations change due to variations to the work load and staffing availability. • Have an overview of the reporting and analysis of data (inpatient, outpatient and enquiries) so that senior management have access to timely and accurate information on all key performance indicators. • Liaise with Deputy Service Manage along with Senior Management to support staff engagement. Working for our organisation Working for our organisation The Commercial Directorate within Guy’s & St Thomas’ NHS Foundation Trust (the Trust) is responsible for making profits which go directly back into our frontline NHS Clinical Services. This allows the Trust to diversify its income away from core NHS funding streams as well as to enhance our clinical, educational and research expertise. The Commercial Directorate has a wide portfolio of activities including private patients, international healthcare, intellectual property and commercial research, NHS business development and retail services in addition to its commercial education and events portfolio. The Commercial Directorate works to 5 core principles which are: It raises money for the Trust which supports the development of clinical services via clear and transparent financial flows. It utilises capacity that is not required for the delivery of contracted NHS activity. It enhances the reputation, name and brand of the Trust. It enables the Trust to operate more efficiently or at lower cost. It enables the Trust to attract more high-quality talented people Detailed job description and main responsibilities • Support with the development of policies and standard operating procedures (SOP’s) with the Deputy Service Manager within own work area. • Lead on the management of Epic and billing channels (Compucare) and use EPIC reports to gain oversight of all PP work across St Thomas’s and Guys Hospitals. • Monitor and manage the ADT pathway daily, liaising with teams as appropriate e.g. Maternity, A&E to ensure admin category is accurate and that duplicates/incorrect bookings are removed. • Support with the day-to-day managerial responsibility for administration staff. • Deputise line management duty when Deputy Service Manager is out of office. • Effectively communicate with a multi-disciplinary group of people, demonstrating interpersonal skills when dealing with all levels of staff across the Trust, using persuasion, tact and reassurance where necessary. Person specification Qualifications Essential criteria Educated to HNC/Equivalent Diploma/equivalent experience GCSE Maths & English Desirable criteria Track record of significant continuous professional and management development Previous Experience Essential criteria Have significantly contributed to tracking and meeting service objectives Private healthcare experience and / or experience of private services in the NHS Experience of working with international patients and / or with clients where a high degree of cultural awareness is required Desirable criteria Experience and exposure of staff supervision/ staff management including recruitment/ retention /appraisal /first line disciplinary and knowledge of budget management issues Track record of supporting the management of innovation and service improvements Evidence of establishing, maintaining and consolidating effective working relationships with clinicians and multidisciplinary teams Skills Essential criteria Leadership and influencing skills Highly motivated and ability to work independently To be flexible in their approach to the work, according to priorities and changing organisational systems Desirable criteria Financial management and analysis skills Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." 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. Further details / informal visits contact Name Sarah Lowery Job title Deputy Service Manager Email address [email protected] Telephone number 02071887188