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 An exciting opportunity to join the breast care unit as a Band 4 Outpatient Team Lead. Responsible for the day-to-day management and leadership of a team of staff in the outpatient department / Day Unit. To provide guidance, instruction, direction and leadership to the team. The post holder will take day-to-day responsibility for the team, ensuring effective patient flow; have an oversight of patient waiting times and experience; ensure the available space is appropriately used; work in partnership with nursing, medical and administrative teams to ensure effective capacity management; implement agreed key performance metrics with associated service improvements. The post holder will be responsible for ensuring that a high quality service is provided and all service level agreements are adhered to. The post is offered on a full-time basis, 37.5 hours per week. The work will be predominantly Monday to Friday but the post holder may occasionally be asked to work outside of these hours (including Saturdays and Bank Holidays) during busy service periods. Main duties of the job The duties and responsibilities listed below are representative of the Team Lead role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative duties and responsibilities commensurate with the level of the post, to support the smooth running of the service. Responsible for the day to day management of the team and ensure that that staff are managed in line with Trust Policies Provide leadership to the team acting as a positive role model at all times. To recruit, induct, develop and support the team delivering the required services. To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the service. Review and report on staff performance, working with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate. Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care. Support the Assistant Service Manager anticipating staff shortages and problem areas and take action to minimise the impact of these on service delivery. Working for our organisation Guy’s and St Thomas’ is one of the largest hospital trusts in the country, with around 13,200 staff; an annual turnover of more than £1.2 billion; and 1.2 million patient contacts a year. Our hospitals have a long and proud history, dating back almost 900 years, and have been at the forefront of medical progress and innovation since they were founded. We continue to build on these traditions and have a reputation for clinical, teaching and research excellence. We provide a full range of hospital services for our local communities and community services for patients in Lambeth and Southwark. We also provide specialist services for patients from further afield, including cancer, cardiac, kidney, women’s and orthopaedic services, and we are home to the Evelina Children’s Hospital. See www.guysandstthomas.nhs.uk. 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. We also have a positive approach to corporate social responsibility and are keen to engage our staff in an agenda that ranges from promoting environmental sustainability to the creation of local employment opportunities. Detailed job description and main responsibilities Operational Management Administer the daily running of the service including dealing with any problems as and when they arise ensuring appropriate solutions are put in place. To ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Carry out investigations where required to resolve service issues and to identify areas for improvement. To ensure Standard Operating Protocols (SOPs) are adhered to and work with Deputy Service Manager in updating SOPs. To liaise with the informatics team regarding any data completeness and patient pathway issues, particularly in relation to Cancer Waiting Times performance Assist with reports about performance metrics (e.g. waiting times, patient experience etc) To support the Assistant Service Manager with data capture associated with clinical coding as required. Create and maintain appropriate rotas to ensure that the service is fully covered and maintained. Undertake any administrative tasks and other duties as appropriate. To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction. To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers Ensure staff follow and implement service and Trust policies. Provide suggestions for improvement where required Maintain SLA and key performance data and provide reports on the service delivery. To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements. Responsible for stock control and ensuring adequate supplies are maintained. Customer Service To liaise with patients, their carers and families about how the patient pathway works, when patients will receive appointment letters, scans appointments etc. To answer and review complaints as required in support of the Deputy Service Manager and Service Manager. This will involve both paper-based review of formal and informal complaints and also managing, as possible, patient concerns and queries on a day-to-day basis. To work with the management team to audit complaints, ensuring that recurring problems are identified. Implement complaint outcomes as appropriate. To ensure that service compliments are captured and reported on. Person specification Education/Qualifications Essential criteria NVQ 3 certificate in management or equivalent qualification in relevant field Desirable criteria Customer service training qualification Previous experience Essential criteria Significant administrative experience in a hospital setting managing bookings and planning of outpatient services. Proven experience of managing service issues effectively Experience of communicating effectively with distressed customers/service users. Desirable criteria Significant team leader experience which includes; staff supervision, delivering training, motivating staff, carrying out appraisals and dealing with basic HR issues in accordance with policies Skills/Knowledge/Ability Essential criteria Ability to lead, manage, motivate and guide others to achieve work deadlines and deliver a high Able to communicate clearly verbally and in writing. Ability to prioritise between competing demands and to delegate effectively. Knowledge of Windows and associated applications (Word, Outlook and Excel), IT packages and typing skills (basic). Ability to input data (eg procedural coding) without error / a keen eye for details. Ability to plan rotas/shift patterns in line with the needs of the service Effective working whilst under pressure, maintaining control and confidence Excellent problem solving skills, with the ability to resolve conflict using own judgement Ability to deal sensitively with patients and visitors some of whom may be anxious or concerned. Able to capture, review and report on service performance information, making and implementing suggestions for improvements. The ability to develop good working relationships with hospital staff at all levels. The ability to work unsupervised and using own initiative. Desirable criteria Experience of working in a project. Experience of working with others to improve a service. 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." Further details / informal visits contact Name Shafia Khatun Job title Assistant Service Manager Email address [email protected] Additional information Please reach out to Shafia for informal discussions around this role if you are shortlisted.