Assistant Service Delivery Manager

Job overview

The post holder will provide administrative support to the Surgical Services, to assist in the delivery of operational and clinical performance, ensuring that administrative processes are adhered to accordingly. This will require close working and liaison with a wide range of teams including consultants, medical secretaries, booking teams, outpatient reception teams, nursing staff. The post holder will also be expected to ‘deputise’ for the Service Manager in managing the operational duties for the department, when required. Please note that the post holder will be expected to work cross site.

Main duties of the job

To attend and document weekly team meetings, and relay all relevant information to the appropriate teams.

To support with keeping an accurate record of, and manage all absences – medical and non- medical, in accordance with Trust policy.

Ensure administrative processes are adhered to and reviewed for improvements regularly.

Prioritise own workload and that of others to meet Service and Divisional standards and deadlines.

To coordinate and assist in the induction and ongoing training of admin staff in all aspects of their duties.

To ensure all staff accurately record and validate data, and adhere to national guidelines and targets, including 18 weeks and delivery against access standards.

To assure the any cancellations are validated and reported on a daily/weekly basis.

Ensure the administrative teams are aware of the relevant Trust policies and procedures relating to service delivery

Support in the development and implementation of new processes for the services with a view to continuously improving the patient experience

• To be responsible for validating and cleansing of the weekly 18-week data provided by the Information department and ensure all potential breaches are brought forward in line with the Government targets.
• Take responsibility for the distribution of workload within the department, initiating improvements or amendments where necessary.

Detailed job description and main responsibilities

Apply and maintain up to date knowledge of the NHS waiting and access targets to effectively manage the admitted and non-admitted pathways for specific areas and in accordance with national and local targets.

The post holder has a full knowledge of all consultants and their specialties

Ensure data is validated to ensure quality, correct errors and identify training and/or process changes required to ensure continuous improvement.

To ensure the ongoing validation of patient pathways and to coordinate and contribute to PTL (patient tracking list) meetings.

Review the PTL and booking patients in clinic templates according to priority and clinical need

Support the Service Manager to ensure that all theatre and outpatient clinic capacity is used effectively and backfilled wherever possible.

To inform Service Manager of any potential breaches in good time so that suitable theatre space can be organised to accommodate patients.

To be responsible for the oversight of all processes relating to the outsourcing process of patients and equipment, delegating actions where necessary.

Input and extract information via ICare as required, i.e., enter procedure date, clock stops for 18-week pathway

To be responsible for the completion and submission of a monthly admitted activity cancellation report ensuring data has been validated accordingly.

Assisting where necessary specialty specific admission coordinators with reducing any backlogs to assure adherence to 18-week target and 2ww targets.

To work with administrative and clinical staff to achieve sustained improvements,

including in the following areas:

• Clinical quality
• Patient satisfaction
• Financial efficiency
• Meeting local & national targets

Monitor service improvement initiatives and associated work streams to support specific patient pathways

Undertake work associated with the organisation of meetings, as required, preparing and promptly issuing and distributing agendas / minutes and undertake any follow up actions delegated.

Manage incoming and outgoing correspondence, acknowledging letters and messages, drafting replies where appropriate on behalf of the division’s management team efficiently and in a timely manner, using initiative, discretion and sensitivity, upholding confidentiality as necessary.

Support the medical secretaries in maintaining effective and secure storage of patient records and case notes whilst in the possession of the Division. Maintain accurate and complete electronic records, including use of the trust EPR and other systems, as per trust policy.

Line management of performance and sickness of the Admin Teams, and undertake appraisals and ensure mandatory training compliance is maintained

Undertake specific service requests and lead on projects directed by the Associate Director

Suggest improvements for improving efficiency and reducing waste.

Work flexibly to meet the needs of the service and undertake any other duties, responsibilities or projects requested by the Directorate management team.

To deal with all telephone calls in a courteous, efficient and tactful manner and where necessary referring to appropriate departments as necessary

Liaise with GP surgeries and other healthcare professionals on any queries.

Provide effective leadership, motivation and performance management to ensure the provision of a high quality secretarial and administrative service.

Be the point of contact coordinating staff training and the ordering of stationary and other items, delegating actions as necessary.

Maintain an appropriate induction and training program for new and existing members of administrative and secretarial team and encourage developments that improve the team’s capacity and capability.

Participate in the regular appraisal of own performance and development needs, contribute towards team objectives and undertake training and development activities in agreement with the Service Manager.

To assure a good working relationship between the pre-admissions team and the admission coordinators team, which will provide an excellent patient

support processes aimed at improving financial information and budgetary control and to ensure that all assets operated by the Services are utilised effective