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 Outpatient 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 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 · Lead on management of all outpatient bookings within Adult Services, and support the day to day running of Westminster Bridge Consulting Rooms (WBCR) as well as oversight of all outpatient outlier activities within St Thomas’ and Guy’s Hospital sites. · 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. · Be responsible for the management of a team member who will also provide administrative support to WBCR. · Offer a high level of support administration and organisation to consultants where needed and within resources limitations. · Have an overview of the reporting and analysis of outpatient data so that senior management have access to timely and accurate information on all key performance indicators. · Work closely with internal and external stakeholders regularly to support the smooth running of the service. · Build strong working relationships with the consultants and nursing team in WBCR. · Liaising closely with the international team to support international referrals and interpreting services. 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. Private Patient Activity in the Trust is undertaken at each of our 5 hospitals and various outpatient and diagnostic centres. Following the merger of GSTT and Royal Brompton and Harefield Hospitals NHS Foundation Trust in February 2021, Private Patient Services within the combined Trusts have merged to create the largest private patient team within the NHS. It was relaunched as Guy's and St Thomas's Specialist Care, which illustrates the benefits of bringing diverse specialities to offer comprehensive care. This service enhances patient outcomes by providing multidisciplinary specialist care for complex cases. By expanding facilities and re-investing profits into the NHS, this partnership ensures that advancements in healthcare are continually supported, illustrating how collaborative efforts can lead to enhanced patient care and broader healthcare improvements. Detailed job description and main responsibilities Policy Development and System Management Lead on the development of new outpatient pathways, policies and standard operating procedures (SOP’s) within WBCR. • Support management with the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service within WBCR. • Assist with the design and implementation of audits in collaboration with Leads of Service. • To investigate complaints, as delegated by the Deputy Service Manager, in line with Trust Policy. This may involve handling sensitive interpersonal situation. • To contribute to the modernisation of patient services delivered by the operational teams. • Sit on working groups to contribute to future strategies and development. • Sound knowledge of Compucare and EPIC to ensure accurate data entry and analysis. Financial Management • Support the service to meet its financial and operating targets • Ensure required back-up (Agreement to Pay form (ATP) and charge sheet) is uploaded to Compucare following each outpatient appointment in order for the billings team to invoice in a timely manner, including outlier work. • Work collaboratively with the billings team to problem solve and obtain any missing documentation. • Monitor EPIC default clinics on Compucare and amend details to accurately reflect EPIC bookings. • Support with implementation of new pathways in order to book appointments and take payment as required prospectively. Staff Management • Line management responsibility for one member of staff including management of annual leave, sickness, disciplinary and performance issues as needed in line with Trust policies. • Set objectives and review performance of staff member, identifying individual training and development needs and promote continued personal and professional development • Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery. • Ensure all staff comply with relevant Trust policies and standing financial instructions. • 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 and booking systems are effectively managed. • Support the monitoring of compliance with internal and external governance and best practice requirements within the unit. 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 service and to assist with the functioning of the team. • Influence, motivate and involve individuals and teams within the service to achieve necessary performance targets. • Deal with telephone calls and emails related to the service, ensuring that patients 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 GCSE Maths & English Educated to HNC/Equivalent Diploma/equivalent admin experience Desirable criteria Track record of significant continuous professional and management development Previous Experience Essential criteria Private healthcare experience and / or experience of private services in the NHS Experience of delivering excellent Administrative and Clerical Services at and outstanding patient experience 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 Evidence of establishing, maintaining and consolidating effective working relationships with clinicians and multidisciplinary teams Evidence of introducing and supporting change processes. Skill/ Knowledge/ Ability Essential criteria Highly motivated and ability to work independently Excellent interpersonal presentation and written communication skills To be flexible in their approach to the work, according to priorities and changing organisational systems Desirable criteria Financial management and data 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 Sarah Lowery Job title Deputy Service Manager Email address [email protected]