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To manage a professional, comprehensive and efficient reception and administration service.
Job summaryAn exciting opportunity has arisen in the North Directorate at Moorfields Eye Hospital working at our Bedford Hospital Site. This will be a 6-month fixed term position to support the team through operational changes that are due to occur on the site. There might be potential for this contract to extend to 12-months.
We are looking for an experienced manager to work within a busy and dynamic multidisciplinary team overseeing the Bedford Satellite Site within the North Division at Moorfields.
Main duties of the job
You will be responsible for the day to day operational management for these sites and the line management of the satellite administrative teams and therefore, an understanding of HR management and people management skills are essential to the role. You will also be involved in supporting the administrative team at Bedford in transitioning to Moorfields Electronic Systems from Bedford Hospital systems.
You will be able to work effectively and proactively with team off-site, requiring excellent interpersonal and communication skills, as the post holder is expected to liaise effectively and sensitively with a wide range of people, including senior management, clinicians, patients and external stakeholders.
Effective management of the RTT performance target for both admitted and non-admitted pathways are essential to the role and therefore it is vital to have excellent RTT knowledge and experience.
If you feel you have the necessary skills and experience needed for this role then we would love to hear from you.
About us
This post is based at our Bedford site.
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
- Salary excluding High-Cost Area Supplement
- Opportunity to join the NHS Pension Scheme
- Free 24/7 independent counselling service
- Learning and development opportunities
- Easy and quick transport links
- A range of attractive benefits and discounts
- Access to Blue Light Card and other NHS Discount Schemes
- Free Pilates classes
- Full support and training to develop your skills
- Flexible working friendly organisation
Job description
Job responsibilities
To manage a professional, comprehensive and efficient reception and administration service
To support the outpatient clinics and the admissions team across relevant departments
To support the administrative teams through the transitioning of electronic patient systems
To ensure that an efficient and caring service is provided to all patients within the relevant clinics / services
To promote a positive image of the Trusts outpatient and admissions services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first
To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping
To ensure adherence to the Trusts Access Policy at all times
MAIN RESPONSIBILTITES
Operational management
To co-ordinate the smooth running of outpatient clinics
To ensure a quality, patient focused administrative and reception function is in place to support the clinicians within the services
To ensure that all outpatient clinic and admissions administrative staff are aware of and compliant with relevant procedures and targets, including RTT and Trust Access Policy
To proactively manage the workload of the outpatient and admissions administrative team to ensure Trust targets are achieved
To monitor capacity requirements for all clinics and surgery, ensuring that capacity issues are highlighted as soon as possible, and working with the Deputy General Manager to address these issues where necessary
To ensure that all outpatient reception staff are collecting and inputting ethnic coding and up to date patient demographic details on to PAS and proactively promoting and collecting the FFT cards on the day of the patients attendance
To ensure that outpatient clerical teams cash up clinics within 24 hours of the clinic taking place
To attend relevant meetings, representing the outpatient and admissions administrative support service, for the purpose of disseminating information to the staff and contribution to discussions regarding the maintenance and improvement of the services provided
To ensure that the highest standards of customer care are maintained at all times, working with key stakeholders to ensure a consistent and effective training and monitoring mechanism is in place for the achievement of this
To work with the Assistant Divisional Manager to regularly review the service provided to patients and ensure that it is both appropriate and of the highest quality
To regularly engage with matrons, charge nurses/sisters, service directors and other consultants to ensure that the department is meeting their needs
To liaise with the services to address problems with outpatient clinics such as late finishing, overbooking and capacity issues, escalating to the Deputy General Manager where appropriate
To participate in Trust and area wide programmes that contributes to the modernisation of patient services
To initiate and implement new ways of working to standards as directed by the senior management team
To lead in the gathering and collation of outpatient audit data
To ensure department processes support the delivery of 18 weeks and other key Trust objectives relating to patient care and experience
To assist with coordinating requested ad-hoc clinics and additional theatre sessions ensuring logistics and resources are in place prior to set up
To order equipment for the clinical teams and ensure faulty equipment is repaired
To assist the Deputy General Manager to ensure that health and safety standards are maintained within the department at all times and notify the appropriate manager or representative for any action required
To hold the departmental risk register and be responsible for regular risk assessments and take action when required
To ensure the department and individuals are compliant with Health & Safety legislation, completing incident forms and developing action plans as appropriate to eliminate or reduce risks, forwarding documentation to appropriate departments in a timely manner
Human Resource Management
To ensure all staff have an annual appraisal and that individuals development needs are identified and addressed
To ensure all staff are compliant with mandatory training requirements
To take on full line management responsibilities including recruitment, induction, appraisal, development and retention of staff, 1:1 meetings, as well as managing sickness and absence, disciplinary and performance issues that may arise
To ensure absence and leave is accurately recorded for the department and submitted to the finance department monthly
To ensure that the highest quality of service is provided in each area at all times through the regular review of staffing structures, deployment, processes and workload allocation
To motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care
To encourage a teamwork approach and ensure that communication takes place within departments to ensure that staff feel involved and receive information regarding all matters affecting themselves, their department and Trust as a whole
To ensure there is effective communication both up and down the management structure
To ensure regular team meetings are held so that staff are aware of the current issues/updates within the Trust and/or the directorate and to allow promotion of positive staff engagement
Patient Experience
To lead on resolving complaints and concerns from patients, staff, suppliers, other internal and external service providers and partner organisations; resolving locally where possible, and where this is not possible to ensure the appropriate process is followed and documented
To proactively manage incident reporting, ensuring that the team feel confident in raising incidents and that these are effectively investigated, managed and actioned
To take an active role in initiatives designed to improve services provided to patients e.g. patient experience, privacy & dignity
To ensure the use of feedback tools within services is undertaken, also ensuring internal targets are met
To promote the Friends and Family test and ensuring that the target response rate is met by the team
To ensure an excellent level of customer service is provided by all clerical staff
Finance
To work with the Deputy General Manager and Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required
To be responsible for validation and signing of relevant bank and agency time sheets
To support the directorate with the CIP targets, ensuring that the team are working towards meeting these targets
To ensure that pay and non-pay spend within the directorate is sensibly managed and within budget
To contribute to the annual business plan, ensuring staff involvement in line with Trust objectives
To actively promote and support the directorate with its annual activity plan, ensuring plan is met across all sites
Other duties and responsibilities
To work with the Deputy General Manager to implement policies and procedures in line with national guidance, Trust and local requirements
To work with the Deputy General Manager to ensure that Health Records Management policies and NHS standards are met
To agree individual Personal Development Plan with line manager
To undertake any other duties as requested by the Deputy General Manager and commensurate with the grade.
WORKING PATTERN
37.5 hours per week between Monday to Saturday based on a roster systemWe reserve the right to vary your normal hours in order to cover evening and weekend clinics and those clinics which finish after 2000. We reserve the right to vary your normal hours of work and will, whenever possible give you reasonable notice of any variations. If the service requires it, you may be included in a rota system to cover extended hours.
Job description
Job responsibilities
To manage a professional, comprehensive and efficient reception and administration service
To support the outpatient clinics and the admissions team across relevant departments
To support the administrative teams through the transitioning of electronic patient systems
To ensure that an efficient and caring service is provided to all patients within the relevant clinics / services
To promote a positive image of the Trusts outpatient and admissions services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first
To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping
To ensure adherence to the Trusts Access Policy at all times
MAIN RESPONSIBILTITES
Operational management
To co-ordinate the smooth running of outpatient clinics
To ensure a quality, patient focused administrative and reception function is in place to support the clinicians within the services
To ensure that all outpatient clinic and admissions administrative staff are aware of and compliant with relevant procedures and targets, including RTT and Trust Access Policy
To proactively manage the workload of the outpatient and admissions administrative team to ensure Trust targets are achieved
To monitor capacity requirements for all clinics and surgery, ensuring that capacity issues are highlighted as soon as possible, and working with the Deputy General Manager to address these issues where necessary
To ensure that all outpatient reception staff are collecting and inputting ethnic coding and up to date patient demographic details on to PAS and proactively promoting and collecting the FFT cards on the day of the patients attendance
To ensure that outpatient clerical teams cash up clinics within 24 hours of the clinic taking place
To attend relevant meetings, representing the outpatient and admissions administrative support service, for the purpose of disseminating information to the staff and contribution to discussions regarding the maintenance and improvement of the services provided
To ensure that the highest standards of customer care are maintained at all times, working with key stakeholders to ensure a consistent and effective training and monitoring mechanism is in place for the achievement of this
To work with the Assistant Divisional Manager to regularly review the service provided to patients and ensure that it is both appropriate and of the highest quality
To regularly engage with matrons, charge nurses/sisters, service directors and other consultants to ensure that the department is meeting their needs
To liaise with the services to address problems with outpatient clinics such as late finishing, overbooking and capacity issues, escalating to the Deputy General Manager where appropriate
To participate in Trust and area wide programmes that contributes to the modernisation of patient services
To initiate and implement new ways of working to standards as directed by the senior management team
To lead in the gathering and collation of outpatient audit data
To ensure department processes support the delivery of 18 weeks and other key Trust objectives relating to patient care and experience
To assist with coordinating requested ad-hoc clinics and additional theatre sessions ensuring logistics and resources are in place prior to set up
To order equipment for the clinical teams and ensure faulty equipment is repaired
To assist the Deputy General Manager to ensure that health and safety standards are maintained within the department at all times and notify the appropriate manager or representative for any action required
To hold the departmental risk register and be responsible for regular risk assessments and take action when required
To ensure the department and individuals are compliant with Health & Safety legislation, completing incident forms and developing action plans as appropriate to eliminate or reduce risks, forwarding documentation to appropriate departments in a timely manner
Human Resource Management
To ensure all staff have an annual appraisal and that individuals development needs are identified and addressed
To ensure all staff are compliant with mandatory training requirements
To take on full line management responsibilities including recruitment, induction, appraisal, development and retention of staff, 1:1 meetings, as well as managing sickness and absence, disciplinary and performance issues that may arise
To ensure absence and leave is accurately recorded for the department and submitted to the finance department monthly
To ensure that the highest quality of service is provided in each area at all times through the regular review of staffing structures, deployment, processes and workload allocation
To motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care
To encourage a teamwork approach and ensure that communication takes place within departments to ensure that staff feel involved and receive information regarding all matters affecting themselves, their department and Trust as a whole
To ensure there is effective communication both up and down the management structure
To ensure regular team meetings are held so that staff are aware of the current issues/updates within the Trust and/or the directorate and to allow promotion of positive staff engagement
Patient Experience
To lead on resolving complaints and concerns from patients, staff, suppliers, other internal and external service providers and partner organisations; resolving locally where possible, and where this is not possible to ensure the appropriate process is followed and documented
To proactively manage incident reporting, ensuring that the team feel confident in raising incidents and that these are effectively investigated, managed and actioned
To take an active role in initiatives designed to improve services provided to patients e.g. patient experience, privacy & dignity
To ensure the use of feedback tools within services is undertaken, also ensuring internal targets are met
To promote the Friends and Family test and ensuring that the target response rate is met by the team
To ensure an excellent level of customer service is provided by all clerical staff
Finance
To work with the Deputy General Manager and Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required
To be responsible for validation and signing of relevant bank and agency time sheets
To support the directorate with the CIP targets, ensuring that the team are working towards meeting these targets
To ensure that pay and non-pay spend within the directorate is sensibly managed and within budget
To contribute to the annual business plan, ensuring staff involvement in line with Trust objectives
To actively promote and support the directorate with its annual activity plan, ensuring plan is met across all sites
Other duties and responsibilities
To work with the Deputy General Manager to implement policies and procedures in line with national guidance, Trust and local requirements
To work with the Deputy General Manager to ensure that Health Records Management policies and NHS standards are met
To agree individual Personal Development Plan with line manager
To undertake any other duties as requested by the Deputy General Manager and commensurate with the grade.
WORKING PATTERN
37.5 hours per week between Monday to Saturday based on a roster systemWe reserve the right to vary your normal hours in order to cover evening and weekend clinics and those clinics which finish after 2000. We reserve the right to vary your normal hours of work and will, whenever possible give you reasonable notice of any variations. If the service requires it, you may be included in a rota system to cover extended hours.
Person Specification
Education/Qualifications
Essential
- Degree or equivalent experience
- Good general education incl. English and maths GCSE A-C or equivalent
- Evidence of continuing education and professional development
Essential
- Substantial experience of working in a healthcare environment
- Recent experience of working in an outpatient environment in an acute setting
- Experience of managing a team and effective staff management
- Extensive knowledge of healthcare appointment functions
- Experience of working in a multi-disciplinary team
Essential
- Extensive working knowledge of national/NHS guidance regarding patient access and RTT waiting times target
- Knowledge and understanding of confidentiality issues
- Knowledge and experience using hospital IT systems
Essential
- Excellent oral and written communication and interpersonal skills
- Ability to successfully manage a team in a multi-disciplinary service
- Ability to respond positively to a changing healthcare environment, and to motivate others to do so
- Leadership skills
Education/Qualifications
Essential
- Degree or equivalent experience
- Good general education incl. English and maths GCSE A-C or equivalent
- Evidence of continuing education and professional development
Essential
- Substantial experience of working in a healthcare environment
- Recent experience of working in an outpatient environment in an acute setting
- Experience of managing a team and effective staff management
- Extensive knowledge of healthcare appointment functions
- Experience of working in a multi-disciplinary team
Essential
- Extensive working knowledge of national/NHS guidance regarding patient access and RTT waiting times target
- Knowledge and understanding of confidentiality issues
- Knowledge and experience using hospital IT systems
Essential
- Excellent oral and written communication and interpersonal skills
- Ability to successfully manage a team in a multi-disciplinary service
- Ability to respond positively to a changing healthcare environment, and to motivate others to do so
- Leadership skills
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Moorfields Eye Hospital NHS Foundation Trust
Address
Bedford Hospital
Rye Close, Kempston Road
Bedford
MK42 9DJ
Employer's website
Job summary
An exciting opportunity has arisen in the North Directorate at Moorfields Eye Hospital working at our Bedford Hospital Site. This will be a 6-month fixed term position to support the team through operational changes that are due to occur on the site. There might be potential for this contract to extend to 12-months.
We are looking for an experienced manager to work within a busy and dynamic multidisciplinary team overseeing the Bedford Satellite Site within the North Division at Moorfields.
Main duties of the job
You will be responsible for the day to day operational management for these sites and the line management of the satellite administrative teams and therefore, an understanding of HR management and people management skills are essential to the role. You will also be involved in supporting the administrative team at Bedford in transitioning to Moorfields Electronic Systems from Bedford Hospital systems.
You will be able to work effectively and proactively with team off-site, requiring excellent interpersonal and communication skills, as the post holder is expected to liaise effectively and sensitively with a wide range of people, including senior management, clinicians, patients and external stakeholders.
Effective management of the RTT performance target for both admitted and non-admitted pathways are essential to the role and therefore it is vital to have excellent RTT knowledge and experience.
If you feel you have the necessary skills and experience needed for this role then we would love to hear from you.
About us
This post is based at our Bedford site.
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
Job description
Job responsibilities
To manage a professional, comprehensive and efficient reception and administration service
To support the outpatient clinics and the admissions team across relevant departments
To support the administrative teams through the transitioning of electronic patient systems
To ensure that an efficient and caring service is provided to all patients within the relevant clinics / services
To promote a positive image of the Trusts outpatient and admissions services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first
To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping
To ensure adherence to the Trusts Access Policy at all times
MAIN RESPONSIBILTITES
Operational management
To co-ordinate the smooth running of outpatient clinics
To ensure a quality, patient focused administrative and reception function is in place to support the clinicians within the services
To ensure that all outpatient clinic and admissions administrative staff are aware of and compliant with relevant procedures and targets, including RTT and Trust Access Policy
To proactively manage the workload of the outpatient and admissions administrative team to ensure Trust targets are achieved
To monitor capacity requirements for all clinics and surgery, ensuring that capacity issues are highlighted as soon as possible, and working with the Deputy General Manager to address these issues where necessary
To ensure that all outpatient reception staff are collecting and inputting ethnic coding and up to date patient demographic details on to PAS and proactively promoting and collecting the FFT cards on the day of the patients attendance
To ensure that outpatient clerical teams cash up clinics within 24 hours of the clinic taking place
To attend relevant meetings, representing the outpatient and admissions administrative support service, for the purpose of disseminating information to the staff and contribution to discussions regarding the maintenance and improvement of the services provided
To ensure that the highest standards of customer care are maintained at all times, working with key stakeholders to ensure a consistent and effective training and monitoring mechanism is in place for the achievement of this
To work with the Assistant Divisional Manager to regularly review the service provided to patients and ensure that it is both appropriate and of the highest quality
To regularly engage with matrons, charge nurses/sisters, service directors and other consultants to ensure that the department is meeting their needs
To liaise with the services to address problems with outpatient clinics such as late finishing, overbooking and capacity issues, escalating to the Deputy General Manager where appropriate
To participate in Trust and area wide programmes that contributes to the modernisation of patient services
To initiate and implement new ways of working to standards as directed by the senior management team
To lead in the gathering and collation of outpatient audit data
To ensure department processes support the delivery of 18 weeks and other key Trust objectives relating to patient care and experience
To assist with coordinating requested ad-hoc clinics and additional theatre sessions ensuring logistics and resources are in place prior to set up
To order equipment for the clinical teams and ensure faulty equipment is repaired
To assist the Deputy General Manager to ensure that health and safety standards are maintained within the department at all times and notify the appropriate manager or representative for any action required
To hold the departmental risk register and be responsible for regular risk assessments and take action when required
To ensure the department and individuals are compliant with Health & Safety legislation, completing incident forms and developing action plans as appropriate to eliminate or reduce risks, forwarding documentation to appropriate departments in a timely manner
Human Resource Management
To ensure all staff have an annual appraisal and that individuals development needs are identified and addressed
To ensure all staff are compliant with mandatory training requirements
To take on full line management responsibilities including recruitment, induction, appraisal, development and retention of staff, 1:1 meetings, as well as managing sickness and absence, disciplinary and performance issues that may arise
To ensure absence and leave is accurately recorded for the department and submitted to the finance department monthly
To ensure that the highest quality of service is provided in each area at all times through the regular review of staffing structures, deployment, processes and workload allocation
To motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care
To encourage a teamwork approach and ensure that communication takes place within departments to ensure that staff feel involved and receive information regarding all matters affecting themselves, their department and Trust as a whole
To ensure there is effective communication both up and down the management structure
To ensure regular team meetings are held so that staff are aware of the current issues/updates within the Trust and/or the directorate and to allow promotion of positive staff engagement
Patient Experience
To lead on resolving complaints and concerns from patients, staff, suppliers, other internal and external service providers and partner organisations; resolving locally where possible, and where this is not possible to ensure the appropriate process is followed and documented
To proactively manage incident reporting, ensuring that the team feel confident in raising incidents and that these are effectively investigated, managed and actioned
To take an active role in initiatives designed to improve services provided to patients e.g. patient experience, privacy & dignity
To ensure the use of feedback tools within services is undertaken, also ensuring internal targets are met
To promote the Friends and Family test and ensuring that the target response rate is met by the team
To ensure an excellent level of customer service is provided by all clerical staff
Finance
To work with the Deputy General Manager and Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required
To be responsible for validation and signing of relevant bank and agency time sheets
To support the directorate with the CIP targets, ensuring that the team are working towards meeting these targets
To ensure that pay and non-pay spend within the directorate is sensibly managed and within budget
To contribute to the annual business plan, ensuring staff involvement in line with Trust objectives
To actively promote and support the directorate with its annual activity plan, ensuring plan is met across all sites
Other duties and responsibilities
To work with the Deputy General Manager to implement policies and procedures in line with national guidance, Trust and local requirements
To work with the Deputy General Manager to ensure that Health Records Management policies and NHS standards are met
To agree individual Personal Development Plan with line manager
To undertake any other duties as requested by the Deputy General Manager and commensurate with the grade.
WORKING PATTERN
37.5 hours per week between Monday to Saturday based on a roster systemWe reserve the right to vary your normal hours in order to cover evening and weekend clinics and those clinics which finish after 2000. We reserve the right to vary your normal hours of work and will, whenever possible give you reasonable notice of any variations. If the service requires it, you may be included in a rota system to cover extended hours.
Job description
Job responsibilities
To manage a professional, comprehensive and efficient reception and administration service
To support the outpatient clinics and the admissions team across relevant departments
To support the administrative teams through the transitioning of electronic patient systems
To ensure that an efficient and caring service is provided to all patients within the relevant clinics / services
To promote a positive image of the Trusts outpatient and admissions services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first
To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping
To ensure adherence to the Trusts Access Policy at all times
MAIN RESPONSIBILTITES
Operational management
To co-ordinate the smooth running of outpatient clinics
To ensure a quality, patient focused administrative and reception function is in place to support the clinicians within the services
To ensure that all outpatient clinic and admissions administrative staff are aware of and compliant with relevant procedures and targets, including RTT and Trust Access Policy
To proactively manage the workload of the outpatient and admissions administrative team to ensure Trust targets are achieved
To monitor capacity requirements for all clinics and surgery, ensuring that capacity issues are highlighted as soon as possible, and working with the Deputy General Manager to address these issues where necessary
To ensure that all outpatient reception staff are collecting and inputting ethnic coding and up to date patient demographic details on to PAS and proactively promoting and collecting the FFT cards on the day of the patients attendance
To ensure that outpatient clerical teams cash up clinics within 24 hours of the clinic taking place
To attend relevant meetings, representing the outpatient and admissions administrative support service, for the purpose of disseminating information to the staff and contribution to discussions regarding the maintenance and improvement of the services provided
To ensure that the highest standards of customer care are maintained at all times, working with key stakeholders to ensure a consistent and effective training and monitoring mechanism is in place for the achievement of this
To work with the Assistant Divisional Manager to regularly review the service provided to patients and ensure that it is both appropriate and of the highest quality
To regularly engage with matrons, charge nurses/sisters, service directors and other consultants to ensure that the department is meeting their needs
To liaise with the services to address problems with outpatient clinics such as late finishing, overbooking and capacity issues, escalating to the Deputy General Manager where appropriate
To participate in Trust and area wide programmes that contributes to the modernisation of patient services
To initiate and implement new ways of working to standards as directed by the senior management team
To lead in the gathering and collation of outpatient audit data
To ensure department processes support the delivery of 18 weeks and other key Trust objectives relating to patient care and experience
To assist with coordinating requested ad-hoc clinics and additional theatre sessions ensuring logistics and resources are in place prior to set up
To order equipment for the clinical teams and ensure faulty equipment is repaired
To assist the Deputy General Manager to ensure that health and safety standards are maintained within the department at all times and notify the appropriate manager or representative for any action required
To hold the departmental risk register and be responsible for regular risk assessments and take action when required
To ensure the department and individuals are compliant with Health & Safety legislation, completing incident forms and developing action plans as appropriate to eliminate or reduce risks, forwarding documentation to appropriate departments in a timely manner
Human Resource Management
To ensure all staff have an annual appraisal and that individuals development needs are identified and addressed
To ensure all staff are compliant with mandatory training requirements
To take on full line management responsibilities including recruitment, induction, appraisal, development and retention of staff, 1:1 meetings, as well as managing sickness and absence, disciplinary and performance issues that may arise
To ensure absence and leave is accurately recorded for the department and submitted to the finance department monthly
To ensure that the highest quality of service is provided in each area at all times through the regular review of staffing structures, deployment, processes and workload allocation
To motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care
To encourage a teamwork approach and ensure that communication takes place within departments to ensure that staff feel involved and receive information regarding all matters affecting themselves, their department and Trust as a whole
To ensure there is effective communication both up and down the management structure
To ensure regular team meetings are held so that staff are aware of the current issues/updates within the Trust and/or the directorate and to allow promotion of positive staff engagement
Patient Experience
To lead on resolving complaints and concerns from patients, staff, suppliers, other internal and external service providers and partner organisations; resolving locally where possible, and where this is not possible to ensure the appropriate process is followed and documented
To proactively manage incident reporting, ensuring that the team feel confident in raising incidents and that these are effectively investigated, managed and actioned
To take an active role in initiatives designed to improve services provided to patients e.g. patient experience, privacy & dignity
To ensure the use of feedback tools within services is undertaken, also ensuring internal targets are met
To promote the Friends and Family test and ensuring that the target response rate is met by the team
To ensure an excellent level of customer service is provided by all clerical staff
Finance
To work with the Deputy General Manager and Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required
To be responsible for validation and signing of relevant bank and agency time sheets
To support the directorate with the CIP targets, ensuring that the team are working towards meeting these targets
To ensure that pay and non-pay spend within the directorate is sensibly managed and within budget
To contribute to the annual business plan, ensuring staff involvement in line with Trust objectives
To actively promote and support the directorate with its annual activity plan, ensuring plan is met across all sites
Other duties and responsibilities
To work with the Deputy General Manager to implement policies and procedures in line with national guidance, Trust and local requirements
To work with the Deputy General Manager to ensure that Health Records Management policies and NHS standards are met
To agree individual Personal Development Plan with line manager
To undertake any other duties as requested by the Deputy General Manager and commensurate with the grade.
WORKING PATTERN
37.5 hours per week between Monday to Saturday based on a roster systemWe reserve the right to vary your normal hours in order to cover evening and weekend clinics and those clinics which finish after 2000. We reserve the right to vary your normal hours of work and will, whenever possible give you reasonable notice of any variations. If the service requires it, you may be included in a rota system to cover extended hours.
Person Specification
Education/Qualifications
Essential
Essential
Essential
Essential
Education/Qualifications
Essential
Essential
Essential
Essential
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Moorfields Eye Hospital NHS Foundation Trust
Address
Bedford Hospital
Rye Close, Kempston Road
Bedford
MK42 9DJ
Employer's website
An exciting opportunity has arisen in the North Directorate at Moorfields Eye Hospital working at our Bedford Hospital Site. This will be a 6-month fixed term position to support the team through operational changes that are due to occur on the site. There might be potential for this contract to extend to 12-months.
We are looking for an experienced manager to work within a busy and dynamic multidisciplinary team overseeing the Bedford Satellite Site within the North Division at Moorfields.
Main duties of the job
You will be responsible for the day to day operational management for these sites and the line management of the satellite administrative teams and therefore, an understanding of HR management and people management skills are essential to the role. You will also be involved in supporting the administrative team at Bedford in transitioning to Moorfields Electronic Systems from Bedford Hospital systems.
You will be able to work effectively and proactively with team off-site, requiring excellent interpersonal and communication skills, as the post holder is expected to liaise effectively and sensitively with a wide range of people, including senior management, clinicians, patients and external stakeholders.
Effective management of the RTT performance target for both admitted and non-admitted pathways are essential to the role and therefore it is vital to have excellent RTT knowledge and experience.
If you feel you have the necessary skills and experience needed for this role then we would love to hear from you.
About us
This post is based at our Bedford site.
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
- Salary excluding High-Cost Area Supplement
- Opportunity to join the NHS Pension Scheme
- Free 24/7 independent counselling service
- Learning and development opportunities
- Easy and quick transport links
- A range of attractive benefits and discounts
- Access to Blue Light Card and other NHS Discount Schemes
- Free Pilates classes
- Full support and training to develop your skills
- Flexible working friendly organisation
Job description
Job responsibilities
To manage a professional, comprehensive and efficient reception and administration service
To support the outpatient clinics and the admissions team across relevant departments
To support the administrative teams through the transitioning of electronic patient systems
To ensure that an efficient and caring service is provided to all patients within the relevant clinics / services
To promote a positive image of the Trusts outpatient and admissions services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first
To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping
To ensure adherence to the Trusts Access Policy at all times
MAIN RESPONSIBILTITES
Operational management
To co-ordinate the smooth running of outpatient clinics
To ensure a quality, patient focused administrative and reception function is in place to support the clinicians within the services
To ensure that all outpatient clinic and admissions administrative staff are aware of and compliant with relevant procedures and targets, including RTT and Trust Access Policy
To proactively manage the workload of the outpatient and admissions administrative team to ensure Trust targets are achieved
To monitor capacity requirements for all clinics and surgery, ensuring that capacity issues are highlighted as soon as possible, and working with the Deputy General Manager to address these issues where necessary
To ensure that all outpatient reception staff are collecting and inputting ethnic coding and up to date patient demographic details on to PAS and proactively promoting and collecting the FFT cards on the day of the patients attendance
To ensure that outpatient clerical teams cash up clinics within 24 hours of the clinic taking place
To attend relevant meetings, representing the outpatient and admissions administrative support service, for the purpose of disseminating information to the staff and contribution to discussions regarding the maintenance and improvement of the services provided
To ensure that the highest standards of customer care are maintained at all times, working with key stakeholders to ensure a consistent and effective training and monitoring mechanism is in place for the achievement of this
To work with the Assistant Divisional Manager to regularly review the service provided to patients and ensure that it is both appropriate and of the highest quality
To regularly engage with matrons, charge nurses/sisters, service directors and other consultants to ensure that the department is meeting their needs
To liaise with the services to address problems with outpatient clinics such as late finishing, overbooking and capacity issues, escalating to the Deputy General Manager where appropriate
To participate in Trust and area wide programmes that contributes to the modernisation of patient services
To initiate and implement new ways of working to standards as directed by the senior management team
To lead in the gathering and collation of outpatient audit data
To ensure department processes support the delivery of 18 weeks and other key Trust objectives relating to patient care and experience
To assist with coordinating requested ad-hoc clinics and additional theatre sessions ensuring logistics and resources are in place prior to set up
To order equipment for the clinical teams and ensure faulty equipment is repaired
To assist the Deputy General Manager to ensure that health and safety standards are maintained within the department at all times and notify the appropriate manager or representative for any action required
To hold the departmental risk register and be responsible for regular risk assessments and take action when required
To ensure the department and individuals are compliant with Health & Safety legislation, completing incident forms and developing action plans as appropriate to eliminate or reduce risks, forwarding documentation to appropriate departments in a timely manner
Human Resource Management
To ensure all staff have an annual appraisal and that individuals development needs are identified and addressed
To ensure all staff are compliant with mandatory training requirements
To take on full line management responsibilities including recruitment, induction, appraisal, development and retention of staff, 1:1 meetings, as well as managing sickness and absence, disciplinary and performance issues that may arise
To ensure absence and leave is accurately recorded for the department and submitted to the finance department monthly
To ensure that the highest quality of service is provided in each area at all times through the regular review of staffing structures, deployment, processes and workload allocation
To motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care
To encourage a teamwork approach and ensure that communication takes place within departments to ensure that staff feel involved and receive information regarding all matters affecting themselves, their department and Trust as a whole
To ensure there is effective communication both up and down the management structure
To ensure regular team meetings are held so that staff are aware of the current issues/updates within the Trust and/or the directorate and to allow promotion of positive staff engagement
Patient Experience
To lead on resolving complaints and concerns from patients, staff, suppliers, other internal and external service providers and partner organisations; resolving locally where possible, and where this is not possible to ensure the appropriate process is followed and documented
To proactively manage incident reporting, ensuring that the team feel confident in raising incidents and that these are effectively investigated, managed and actioned
To take an active role in initiatives designed to improve services provided to patients e.g. patient experience, privacy & dignity
To ensure the use of feedback tools within services is undertaken, also ensuring internal targets are met
To promote the Friends and Family test and ensuring that the target response rate is met by the team
To ensure an excellent level of customer service is provided by all clerical staff
Finance
To work with the Deputy General Manager and Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required
To be responsible for validation and signing of relevant bank and agency time sheets
To support the directorate with the CIP targets, ensuring that the team are working towards meeting these targets
To ensure that pay and non-pay spend within the directorate is sensibly managed and within budget
To contribute to the annual business plan, ensuring staff involvement in line with Trust objectives
To actively promote and support the directorate with its annual activity plan, ensuring plan is met across all sites
Other duties and responsibilities
To work with the Deputy General Manager to implement policies and procedures in line with national guidance, Trust and local requirements
To work with the Deputy General Manager to ensure that Health Records Management policies and NHS standards are met
To agree individual Personal Development Plan with line manager
To undertake any other duties as requested by the Deputy General Manager and commensurate with the grade.
WORKING PATTERN
37.5 hours per week between Monday to Saturday based on a roster systemWe reserve the right to vary your normal hours in order to cover evening and weekend clinics and those clinics which finish after 2000. We reserve the right to vary your normal hours of work and will, whenever possible give you reasonable notice of any variations. If the service requires it, you may be included in a rota system to cover extended hours.
Job description
Job responsibilities
To manage a professional, comprehensive and efficient reception and administration service
To support the outpatient clinics and the admissions team across relevant departments
To support the administrative teams through the transitioning of electronic patient systems
To ensure that an efficient and caring service is provided to all patients within the relevant clinics / services
To promote a positive image of the Trusts outpatient and admissions services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first
To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping
To ensure adherence to the Trusts Access Policy at all times
MAIN RESPONSIBILTITES
Operational management
To co-ordinate the smooth running of outpatient clinics
To ensure a quality, patient focused administrative and reception function is in place to support the clinicians within the services
To ensure that all outpatient clinic and admissions administrative staff are aware of and compliant with relevant procedures and targets, including RTT and Trust Access Policy
To proactively manage the workload of the outpatient and admissions administrative team to ensure Trust targets are achieved
To monitor capacity requirements for all clinics and surgery, ensuring that capacity issues are highlighted as soon as possible, and working with the Deputy General Manager to address these issues where necessary
To ensure that all outpatient reception staff are collecting and inputting ethnic coding and up to date patient demographic details on to PAS and proactively promoting and collecting the FFT cards on the day of the patients attendance
To ensure that outpatient clerical teams cash up clinics within 24 hours of the clinic taking place
To attend relevant meetings, representing the outpatient and admissions administrative support service, for the purpose of disseminating information to the staff and contribution to discussions regarding the maintenance and improvement of the services provided
To ensure that the highest standards of customer care are maintained at all times, working with key stakeholders to ensure a consistent and effective training and monitoring mechanism is in place for the achievement of this
To work with the Assistant Divisional Manager to regularly review the service provided to patients and ensure that it is both appropriate and of the highest quality
To regularly engage with matrons, charge nurses/sisters, service directors and other consultants to ensure that the department is meeting their needs
To liaise with the services to address problems with outpatient clinics such as late finishing, overbooking and capacity issues, escalating to the Deputy General Manager where appropriate
To participate in Trust and area wide programmes that contributes to the modernisation of patient services
To initiate and implement new ways of working to standards as directed by the senior management team
To lead in the gathering and collation of outpatient audit data
To ensure department processes support the delivery of 18 weeks and other key Trust objectives relating to patient care and experience
To assist with coordinating requested ad-hoc clinics and additional theatre sessions ensuring logistics and resources are in place prior to set up
To order equipment for the clinical teams and ensure faulty equipment is repaired
To assist the Deputy General Manager to ensure that health and safety standards are maintained within the department at all times and notify the appropriate manager or representative for any action required
To hold the departmental risk register and be responsible for regular risk assessments and take action when required
To ensure the department and individuals are compliant with Health & Safety legislation, completing incident forms and developing action plans as appropriate to eliminate or reduce risks, forwarding documentation to appropriate departments in a timely manner
Human Resource Management
To ensure all staff have an annual appraisal and that individuals development needs are identified and addressed
To ensure all staff are compliant with mandatory training requirements
To take on full line management responsibilities including recruitment, induction, appraisal, development and retention of staff, 1:1 meetings, as well as managing sickness and absence, disciplinary and performance issues that may arise
To ensure absence and leave is accurately recorded for the department and submitted to the finance department monthly
To ensure that the highest quality of service is provided in each area at all times through the regular review of staffing structures, deployment, processes and workload allocation
To motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care
To encourage a teamwork approach and ensure that communication takes place within departments to ensure that staff feel involved and receive information regarding all matters affecting themselves, their department and Trust as a whole
To ensure there is effective communication both up and down the management structure
To ensure regular team meetings are held so that staff are aware of the current issues/updates within the Trust and/or the directorate and to allow promotion of positive staff engagement
Patient Experience
To lead on resolving complaints and concerns from patients, staff, suppliers, other internal and external service providers and partner organisations; resolving locally where possible, and where this is not possible to ensure the appropriate process is followed and documented
To proactively manage incident reporting, ensuring that the team feel confident in raising incidents and that these are effectively investigated, managed and actioned
To take an active role in initiatives designed to improve services provided to patients e.g. patient experience, privacy & dignity
To ensure the use of feedback tools within services is undertaken, also ensuring internal targets are met
To promote the Friends and Family test and ensuring that the target response rate is met by the team
To ensure an excellent level of customer service is provided by all clerical staff
Finance
To work with the Deputy General Manager and Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required
To be responsible for validation and signing of relevant bank and agency time sheets
To support the directorate with the CIP targets, ensuring that the team are working towards meeting these targets
To ensure that pay and non-pay spend within the directorate is sensibly managed and within budget
To contribute to the annual business plan, ensuring staff involvement in line with Trust objectives
To actively promote and support the directorate with its annual activity plan, ensuring plan is met across all sites
Other duties and responsibilities
To work with the Deputy General Manager to implement policies and procedures in line with national guidance, Trust and local requirements
To work with the Deputy General Manager to ensure that Health Records Management policies and NHS standards are met
To agree individual Personal Development Plan with line manager
To undertake any other duties as requested by the Deputy General Manager and commensurate with the grade.
WORKING PATTERN
37.5 hours per week between Monday to Saturday based on a roster systemWe reserve the right to vary your normal hours in order to cover evening and weekend clinics and those clinics which finish after 2000. We reserve the right to vary your normal hours of work and will, whenever possible give you reasonable notice of any variations. If the service requires it, you may be included in a rota system to cover extended hours.
Person Specification
Education/Qualifications
Essential
- Degree or equivalent experience
- Good general education incl. English and maths GCSE A-C or equivalent
- Evidence of continuing education and professional development
Essential
- Substantial experience of working in a healthcare environment
- Recent experience of working in an outpatient environment in an acute setting
- Experience of managing a team and effective staff management
- Extensive knowledge of healthcare appointment functions
- Experience of working in a multi-disciplinary team
Essential
- Extensive working knowledge of national/NHS guidance regarding patient access and RTT waiting times target
- Knowledge and understanding of confidentiality issues
- Knowledge and experience using hospital IT systems
Essential
- Excellent oral and written communication and interpersonal skills
- Ability to successfully manage a team in a multi-disciplinary service
- Ability to respond positively to a changing healthcare environment, and to motivate others to do so
- Leadership skills
Education/Qualifications
Essential
- Degree or equivalent experience
- Good general education incl. English and maths GCSE A-C or equivalent
- Evidence of continuing education and professional development
Essential
- Substantial experience of working in a healthcare environment
- Recent experience of working in an outpatient environment in an acute setting
- Experience of managing a team and effective staff management
- Extensive knowledge of healthcare appointment functions
- Experience of working in a multi-disciplinary team
Essential
- Extensive working knowledge of national/NHS guidance regarding patient access and RTT waiting times target
- Knowledge and understanding of confidentiality issues
- Knowledge and experience using hospital IT systems
Essential
- Excellent oral and written communication and interpersonal skills
- Ability to successfully manage a team in a multi-disciplinary service
- Ability to respond positively to a changing healthcare environment, and to motivate others to do so
- Leadership skills
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Moorfields Eye Hospital NHS Foundation Trust
Address
Bedford Hospital
Rye Close, Kempston Road
Bedford
MK42 9DJ
Employer's website
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