Assistant Service Manager - HIV & Sexual Health

Job overview

As an Assistant Service Manager within the Specialist Care Division, you will support the operational management and delivery of high-quality, patient-centred services across 56 Dean Street and HIV/GUM services. Reporting to the Deputy General Manager, you will work closely with Service Directors, clinicians, nursing teams and administrative staff to ensure services are efficient, effective and meet agreed performance, quality and patient experience standards.

The post holder will support the day-to-day running of services, oversee administrative and operational processes, and contribute to the achievement of key performance, productivity and quality targets. Working collaboratively with multidisciplinary teams, you will help improve patient pathways, maximise the effective use of resources and support the delivery of safe, responsive care.

You will lead and support service improvement projects, transformation initiatives and operational developments delegated by the Deputy General Manager or Service Directors. Using performance data, stakeholder engagement and continuous improvement methodologies, you will identify opportunities to enhance service delivery and patient outcomes.

The role also includes line management responsibilities for designated staff, ensuring effective supervision, performance management, appraisal completion and the development of training plans aligned with Directorate, Division and Trust objectives.

Main duties of the job

You will provide operational management support for 56 Dean Street and HIV/GUM services, ensuring the delivery of high-quality, efficient services that meet agreed performance, productivity and quality standards. Reporting to the Deputy General Manager, you will monitor key targets, support mutual aid arrangements and contribute to service improvement projects across the Directorate.

Working closely with clinical, nursing and administrative teams, you will ensure administrative services effectively support patient pathways and organisational KPIs. You will promote excellent customer service, address operational issues and coordinate investigations into administrative complaints, implementing improvements in response to patient feedback.

The role includes supporting Junior Service Managers, developing administrative processes, maintaining effective team communications and contributing to business planning activities. You will assist with the implementation and review of operational policies and procedures, represent the service at meetings and communicate key developments to staff.

Working with Information and Clinical Coding teams, you will support improvements in data quality, reporting and information management, while keeping up to date with EPR and other Trust system developments to ensure services continue to meet patient and organisational needs.

Detailed job description and main responsibilities

• Provide hands-on operational management to designated areas of the Directorate, specifically 56 Dean Street & HIV/GUM, ensuring the delivery of services in line with expected service standards.
• Be accountable through the Deputy General Manager for the monitoring and delivery of key quality, productivity and performance targets including mutual aid.
• Undertake appropriate projects identified by the Deputy General Manager/Service Directors.
• Support your Junior Service Manager as required with developing new administrative processes and procedures in their areas.
• Promote excellent customer service throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service
• Work closely with the clinical Divisional management teams to ensure the effective delivery of a responsive and efficient administration service that supports the patient’s pathway whilst delivering departmental and organisation KPIs.
• Lead on the investigation and co-ordination of complaints that are predominantly administrative related within the directorate working closely with nurses, medical staff and with the Patient Advisors. Ensure corrective action is taken in response to patient feedback
• Be responsible for effective communication systems within areas of administration responsibility including regular team and departmental briefing
• With support of the Deputy General Manager participate in business planning and ensure that the administrative function supports and enables the delivery of clinical within the divisions and Outpatients.
• Assist the Deputy General Manager in the production, implementation and revision of operational policies throughout the Directorate and Division, instigating the changes to or implementation of policies and procedures.
• Attend internal and external meetings and provide feedback to staff as relevant, particularly on new initiatives.
• Work closely with the Information and clinical coding departments to ensure better capture of information and higher standards of data quality
• Keep up to date with new IT initiatives and all EPR developments and other Trust systems as they affect clinical administration services.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.