Additionally, the Service Manager will handle formal complaint investigations, ensure adherence to standard operating procedures, and foster strong communication and collaboration among clinical and administrative staff. The role requires a proactive approach to addressing areas such as outpatient efficiency, clinical quality, and coding accuracy, while also providing support on various projects and potentially deputizing for the Deputy Divisional Manager. Effective leadership and problem-solving skills will be essential for maintaining high-quality service and optimizing patient care.
An exciting fixed term/secondment opportunity within the Cataract and External Services.
The post holder will work closely with the Deputy Divisional Manager and be responsible for, a number of key service delivery areas within the service.
The post holder will be expected to exercise initiative, prioritise conflicting work demands and communicate effectively with the multi-disciplinary team, as well as internal and external departments, to ensure we continue to achieve excellence in patient care.
The post-holder will lead on ensuring targets are achieved and will take forward agreed projects to improve service delivery and patient experience.
They will be required to lead on key areas of performance and activity including data management, Coding and financial monitoring. The post holder will need to problem solve as appropriate, and develop and implement lasting solutions in conjunction with clinical and administrative colleagues.
Exercise delegated authority on behalf of the Deputy Divisional Manager to resolve day-today management issues within the ophthalmology subspecialty services, ensuring they are of a consistently high quality and deliver excellent patient experience. This will involve helping the clinical teams to resolve their operational issues ranging from basic administration problems to more complex issues requiring the support and agreement of large teams of people.
To support the Trust's performance management framework and to monitor the performance of sub-specialty services against all key dimensions within the framework.
This includes analysing and reporting service level activity to a range of audiences.
Analysing demand and capacity for inpatient and outpatient activity, and contributing to pathway mapping as requested.
To take the lead on the investigation of formal complaints, ensuring that appropriate and timely responses are given and that trends are identified and remedial action taken.
To ensure that administrative functions are delivered to a high standard and ensure Trust standard operating procedures are adhered to.
To ensure the establishment and maintenance of good relationships and communication throughout Trust, promoting a culture where clinical and other staff are actively involved in decisions on how ophthalmology services are provided and targets delivered.
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To be responsible for monitoring and analysing relevant data e.g. activity, scorecards, ensuring data is validated and appropriate is action take to resolve problems with any performance issues highlighted to the Deputy Divisional Manager.
To take a lead in monitoring and improving the quality of clinical coding, working in partnership with clinicians, administration staff and the outsourced coding team.
To work with patients and administrative, nursing and medical staff to achieve sustained improvements, including in the following areas:
Outpatient efficiency: for example DNAs and hospital cancellationsClinical quality and governance: especially infection control and SOP compliance, patient satisfaction, financial efficiency: for example coding depth and accuracy and patient access.
To complete ad-hoc tasks and projects at the request of the Deputy Divisional Manager.
To deputise for the Deputy Divisional Manager where appropriate.
To ensure waiting time breaches are avoided wherever possible, but escalated in a timely manner if this is not possible.
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