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 Outpatient Service runs Heart & Lung clinics across the Royal Brompton Hospital site. The key aim of the Outpatient Services is to deliver a consistently high level of service to patients, clinical teams and to ensure the standard approach to reporting management is robustly achieved within internal service level agreements that support national targets. The Outpatient Service spans all RBH operational divisions and is responsible for supporting large numbers of patients attending the Trust. The goal is to provide high quality care for the patients attending an outpatient appointment from receipt of the first referral through to discharge. The Deputy Service Manager will be expected to support the Outpatient Services Manager in all aspects of the work of the department, including managing with complex situations. The Deputy Service Manager will have management responsibility in managing the changes required to deliver national and internal waiting time targets. Main duties of the job This role is to support the Service Manager in the delivery of a range of services. These day-to-day services will be managed in accordance with agreed objectives, targets, quality standards, controls and resource constraints. The post holder will be responsible for the management of a team or teams of staff including administrators, receptionists, pathway coordinators, and Assistant Service Managers. The post holder may also offer a high level of support administration and organisation to a group of consultants or registrars where needed and within resource limitations. Management of key relationships are an essential part of the role in order to support optimising the Outpatient Service with clinical teams, operational managers, both internally and externally. Working for our organisation Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation. We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark. We have a long tradition of clinical and scientific achievement and – as part of King’s Health Partners – we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities. We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs. Detailed job description and main responsibilities Operational Management · Support the Service Manager in managing various sections of service, e.g., out-patients or bookings. 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 that may be performance related. · 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. · Exercise delegated authority on behalf of the consultants and clinical leads to resolve day-to-day management issues within the service. · Manage the analysis of data so consultants and registrars have access to timely and accurate information on all key performance indicators. · Plan and organise the medical secretary service within the department, setting the goals of the secretarial service in order to fit in with the demands of the consultants’ timetables. Policy Development and System Management · Develop and write policies and procedures within own work area. · Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service. · Responsible for the design and implementation of audits in collaboration with Heads of Service. · To investigate complaints, as delegated by the Service Delivery Manager, in line with Trust Policy. This may involve handling sensitive interpersonal situation. · To contribute to the modernisation of patient services delivered by the medical secretaries service · Sit on departmental working groups to contribute to future strategies and development Financial Management · Authorised signatory. · Manage and monitor performance of the administrative support to ensure that the service meets its financial and operating targets. · Manage a delegated no-pay budget within the service ensuring that expenditure is within agreed limits and that the Clinical Lead/consultants remains informed of related issues. This would include signatory responsibility for requisition and authorising signature for ordering, up to the amount of £500. Staff Management · Day-to-day managerial responsibility for all administration staff within the Outpatient services or others as agreed. · Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development. · Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service. · Ensure all staff comply with relevant Trust policies and standing financial instructions. · Recruit and induct A&C staff in line with Trust policies and procedures. · Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery. · Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the service. · Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing & booking systems are effectively managed. · Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services. Communication · 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. · Liaise with other departments and members of the Trust to ensure the smooth running of the office and to assisting the functioning of the team. · Influence, motivate and involve individuals and teams within the service to achieve necessary performance targets. · Deal with telephone calls related to the service, ensuring that customers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently. · Handle confidential patient information and material in a sensitive and discrete fashion, in compliance with Trust policy and procedure. Person specification Qualifications/Education Essential criteria Educated to HNC/Equivalent Diploma/equivalent experience GCSE Maths & English Track record of significant continuous professional and management development Previous Experience Essential criteria Significant experience of staff supervision/ staff management including recruitment/ retention /appraisal /first line disciplinary and knowledge of budget management issues Have significantly contributed to meeting operational objectives Experience of delivering Administrative and Clerical Outpatient Services Evidence of introducing and supporting change processes Evidence of establishing, maintaining and consolidating effective working relationships with clinicians and multidisciplinary team Evidence of positively influencing organisational culture Track record of supporting the management of innovation and service improvements Desirable criteria Have significantly contributed to meeting strategic objectives Experience of delivering services on a multi-site basis Skills/Knowledge/Ability Essential criteria Leadership and influencing skills Strong verbal and written skills Highly motivated and ability to work independently Ability to respond to changing demands Excellent interpersonal, presentation and written communication skills 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." Further details / informal visits contact Name Daniel Jebakumar Job title Assistant General Manager Email address [email protected]