Location
London

Hours
Full Time

Salary
£56,863 per annum

About the Role
Guy’s and St Thomas’ NHS Foundation Trust is one of the UK’s busiest and most successful NHS foundation trusts, providing a full range of hospital and community services for people in south London and specialist care for patients from further afield. The Trust is renowned for clinical excellence, teaching, research, and innovation, with a commitment to delivering high quality, safe, and efficient care.

The Deputy Service Manager (DSM) will support the delivery of Private Patient services across ISM outlier NHS environments, ensuring effective integration within clinical settings. This role provides operational oversight, drives performance against key performance indicators (KPIs), and ensures alignment between clinical activity and financial outcomes. The post holder will lead service improvement initiatives, embed Private Patient standards across NHS services, and ensure accurate data capture, coding, and billing across all patient pathways.

The DSM will work collaboratively with NHS administrative and clinical teams, acting as the visible Private Patient representative to ensure consistent application of Private Patient standards, processes, and governance.

Main Duties
Provide operational management across ISM outlier services ensuring effective delivery of Private Patient pathways
Support performance management against KPIs including activity, revenue, and patient experience
Embed Private Patient governance and processes within NHS clinical environments
Oversee reporting and analysis to ensure accurate and timely data for decision making
Support development of new services and private pathways
Ensure accurate recording of patient activity for billing and financial recovery
Work closely with consultants and clinical teams to support growth and service delivery
Line manage administrative teams including Band 5 ISM Lead
Support Epic and CompuCare alignment and pathway mapping
Drive service improvement and operational efficiency

Working for Our Organisation
Guy’s and St Thomas’ is one of the largest hospital trusts in the country with around 12,500 staff and an annual turnover exceeding £1 billion. The Trust has a long history of medical progress and innovation, providing a full range of hospital and community services including specialist care such as cancer, cardiac, kidney, women’s and orthopaedic services, and is home to Evelina London Children’s Hospital.

The Trust is committed to developing services that best meet patient needs, including flexible shift patterns to offer services in evenings and weekends. It promotes corporate social responsibility, environmental sustainability, and local employment opportunities.

Qualifications
Educated to HNC or equivalent diploma level or able to demonstrate equivalent experience
GCSE Maths and English
Track record of significant continuous professional and management development

Experience
Significant experience of staff supervision and management including recruitment, retention, appraisal, and first-line disciplinary processes
Knowledge of budget management
Experience delivering administrative and clerical outpatient services with an outstanding patient experience
Experience managing effective service delivery and supporting change processes
Proven ability to establish and maintain effective working relationships with clinicians and multidisciplinary teams
Experience supporting innovation and service improvements
Desirable: Experience managing consultants and junior doctors
Desirable: Private healthcare experience and/or experience of private services within the NHS
Desirable: Experience working with international patients requiring cultural awareness

Skills
Leadership and influencing skills
Strong verbal and written communication skills
Ability to work independently and respond to changing demands
Excellent interpersonal, presentation, and written communication skills
Project management skills
Desirable: Financial management and analysis skills

Additional Attributes
Flexible approach to work in response to changing priorities and organisational systems
Commitment to partnership working, inclusion of a diverse workforce, and service integration
Ability to work under pressure in a fast-paced and changing environment
Commitment to continuous improvement and personal and service development
Readiness to take initiative and exercise autonomy and accountability

About You
Motivated and proactive with strong interpersonal skills
Committed to delivering high quality patient care and service excellence
Ability to build strong relationships across multidisciplinary teams
Capable of managing conflicts professionally and supporting team cohesion
Dedicated to promoting best practice and standardisation across services