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 role of this post is to provide management and leadership to the two front of house administration teams (Customer Care and Patient Journey) at Royal Brompton & Harefield Specialist Care, 77 Wimpole Street, and to maintain an excellent level of service to our patients and service users. The post holder will be expected to be responsible for actively reviewing Clinic performance data, liaise and support key stakeholders to implement new strategies to improve results. The post holder will be expected to lead the teams and will be accountable to the Head of Nursing and Outpatient Clinical Services. In this role, leadership and management skills are essential and the appointed post holder will be required to manage day-t-day operations of the clinic, ensuring efficiency and effectiveness, implement complex changes to the service to meet demand, work closely with consultants and clinical leads, and ensure accurate business reporting. The department is busy and successful, and this brings both pressures and rewards. The post requires someone with excellent and proven leadership skills, previous experience of customer service in a healthcare setting, patient management skills, developing relationships with both service users and their secretaries, and enjoys working in a busy environment contributing to a prestigious department. They will also be experienced in business reporting, highlighting areas of interest and implementing change based on figures/activity. Main duties of the job All duties will be under the guidance of the Head of Nursing and Outpatients but all tasks will be the responsibility of the post holder and a high degree of autonomy is expected. To take ownership ensure the smooth day-to-day running of the Customer Care administration service, and the Patient Journey Coordinator service. o Manage day-to-day operations of the clinic, ensuring efficiency and effectiveness in processes across the organization. To work to specified deadlines and have the ability to work autonomously managing and prioritising workload effectively, whilst working as part of the multidisciplinary team. To promote a positive collaboration with other members of the private patient team including consultants and their secretaries in order to ensure an efficient and high-quality service are maintained. To work closer with departmental clinical leads to ensure smooth running of operations Ensures all accident/incidents, near misses involving staff, patients and visitors are recorded in accordance with Trust policies and assist in any investigations as required. To actively review performance data for all modalities and work with stakeholders to ensure resources are used efficiently. M anaging and making sure outpatient appointments are arranged in line with departmental protocol. This includes making sure the front of house teams follow said department protocol, as directed. 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. Royal Brompton and Harefield hospitals joined Guy’s and St Thomas’ in February 2021 and is the largest specialist heart and lung centre in the UK and among the largest in Europe. We provide treatment for people with heart and lung disease, including rare and complex conditions, offering some of the most sophisticated treatment that is available anywhere in the world. Our integrated approach to caring for patients from before birth, through childhood, adolescence and into adulthood and old age has been replicated around the world and has gained Royal Brompton and Harefield an international reputation as a leader in heart and lung diagnosis, treatment and research. Detailed job description and main responsibilities Professional o The post holder will build and maintain a good working relationship with other staff within the Wimpole Street Clinic and with the extended team at RBH and GSTT. o The post holder will abide by all the policies and procedures of the trust o The post holder will appear smart at all times, complying with the dress code of the clinic. Training and Career Development o The post-holder will be experienced in customer service in a healthcare setting and in general office administration, but the acquisition of new skills will be encouraged. Training in the various clinic information systems will be provided and the post-holder will need to become familiar with systems used in other areas in order to allow emergency cover for administrative colleagues. o Training by the post holder of other members of staff will be required, as well as using personal initiative to continuously improve knowledge of the role. Training: detailed on-site training will be given, and the post holder will be encouraged to develop aspects of the post if she/he wishes. o Making sure that all team members are trained to ensure the smooth running of all front of house duties; that the correct consultation/nursing room is assigned for each patient booking with the correct doctor, that staff are arriving and completing patients on relevant systems, and that accurate demographic and financial details are recorded. Liaise with your Line Manager in agreeing how identified training and development needs are met Communication o Lead by example and ensure all your staff demonstrate politeness, courtesy, and sensitivity in dealing with patients/clients, visitors/relatives and colleagues, maintaining good customer relations, recognising their needs for alternative methods of communication. To work effectively as a leader, member, and as part of a multidisciplinary team with good cross team communication. To be able to hold effective communications with different people from different backgrounds. Being first contact for day-to-day administration matters. o To promote and abide by the private patient gold standard of customer care and measure outcomes. o Communicates health record and information management issues with senior management and clinical staff some of which may be contentious; deals with performance and staffing issues; negotiates with NHS/external organisations over service issues; provides specialist training. o To initiate a monthly team meeting in order to disseminate information to the administration team, ensuring records of the meetings are kept for future reference. To understand the importance of not disclosing sensitive medical information to patients as they may not be aware of their diagnosis. o Ensure you or members of your team represent your department in other multidisciplinary meeting, committee, or forum wherever necessary. o To deal in person, as well as oversee the handling of telephone calls, verbal messages and correspondence as required. To be able to act with their scope of practice and communicate any issues that may arise outside that scope to the relevant team. o Dealing with issues from referrers, including complaints, to the satisfaction of both parties. To be open and honest at all times. People Management o Participate in the recruitment and induction of new staff, acting as mentor for junior administrative staff and recording their progress. o Carry out regular reviews of staff and conduct performance appraisal. o To assist with the planning and organising staff within own team to cross cover staff. o Lead by example to promote a happy, helpful, professional and respectful working environment, and use diplomacy to address any conflict between individuals and groups of staff. Resource Management o To have a good understanding of your department budget and be able to monitor expenditure. o To be responsible for the provision of front of house administrative cover. o To work together with the private patient team to ensure effective use of resources and actively engage with rostering. o Organise work and delegate clearly and appropriately, assessing the competence of those taking on delegated tasks and ensuring effective delivery of the service. o Be accountable for the procurement of equipment/consumables for the administration department ensuring best value while maintaining high quality standards. o Ensure an effective system is in place to order stock for the administration department within agreed limits and adequate stock levels are maintained in a cost-effective manner o Demonstrate and promote a problem-solving approach and suggest potential solutions. o Effectively plan and organise own daily workload through careful use of office equipment and working within the team. o To use resources effectively, to ensure that all equipment and systems are safe pre- and post- utilisation. o To be responsible in ensuring all statutory safety regulations are complied with and that an accurate and on-going Quality Assurance Program is in place and to undertake appropriate checks and testing daily. Policy and Service Development o To be responsible for identifying, developing and implementing service improvements as well as streamlining daily processes. o To participate in team discussions on business planning and service development. o To contribute to the development and maintenance of a positive learning environment for colleagues, patients, and visitors. o To be responsible for the implementation of Trust Policies within the Customer Care and Patient Journey Teams of Wimpole Street and to recommend changes and adaptations to these policies. Ensure that these procedures are reviewed and kept up to date. o To play a significant part in the development of the CQC standards and compliance and to ensure a quality control programme for the monitoring of such standards are in place. o To ensure all of the administration team are fully aware of CQC standards and are fully compliant o To be familiar with the pricing policy for private patients in order to be able to supply correct information to all enquirers and give realistic quotes for treatment. o Ensure that all policies, procedures are implemented and kept up-to date. Information management o To set up and maintain the Compucare system databases for patient appointments and appointment monitoring systems. o To regularly appraise current IT systems and raise any issues to IT management, looking in to possible IT solutions to common issues. o To retrieve and input data onto the Trust systems. o To abide by the Trust’s core behaviours for staff and all other Trust policies including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety policies Person specification Experience Essential criteria Private patient experience Experience in leading a team Experience in managing a busy department in a healthcare setting Skills Essential criteria Leadership skills Excellent and proven IT skills. Education Essential criteria Educated to undergraduate level or equivalent 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 Ricardo Reis Job title Head of Nursing and Outpatient Clinical Services Email address [email protected]