Directorate Support Manager

Job overview

An exciting opportunity has become available to join the Directorate Management team in Older Adult Medicine and Stroke. We are looking for an enthusiastic, reliable and positive team member to join the team

The post will be responsible for the line management role of administration teams within their designated specialty teams. The role requires leadership of the whole admin team and has overall responsibility in ensuring patient needs are met by achieving both internal and external NHS objectives.

The post holder will work closely with consultants and the directorate management team to co-ordinate clinical activities, ensuring patients are seen in a timely manner, in line with national targets and also take independent action when necessary.

The post holder will be a point of escalation in the absence of the Deputy Divisional General Manager and will support operationally with capacity and flow across the clinical areas.

Main duties of the job

To provide direct line management to administration teams across Older Adult Medicine and Stroke Services.

To oversee the co-ordination of the Stroke departments TIA clinic, ensuring clinic targets are met.

To be responsible for the day-to-day running of the administration services including ensuring there are robust processes in place to ensure key metrics are maintained e.g. clinic management, cashing-up clinics, RTT, waiting lists and ensure activity is captured to secure contract income.

Awareness of national 18-week referral to treatment (RTT) Policy and local policies to maintain compliance.

To manage workload prioritising as appropriate, ensuring urgent and important tasks are completed within required time scales. To be proactive in the identification of workload issues that affect clinical service provision and with the support of the Assistant Directorate Manager and Directorate Manager, including developing and implementing action plans to resolve the issues.

Participate in the process of recruitment and selection of new team members, Raising TRACs,  short-listing, interview staff e.g. Supervisors, Booking Clerks, Ward Clerks, Receptionists & Medical Secretaries.

To ensure implementation of all relevant Trust policies within the team e.g., Health and safety, patient confidentiality and medical records policy

Detailed job description and main responsibilities

Performance Management In conjunction with the Directorate Manager, ensure the delivery of key access targets and other performance indicators, escalating any variances and providing an action plan as required.

Service Planning, Development, Improvement and Strategy

• To contribute to the development and implementation of Directorates’ improvement programme, including taking lead responsibility for initiatives to performance.
• Review and develop services, including data collection for the drafting of business plans and development of policies and/or procedures.
• Plan and lead service improvement initiatives to improve the quality of the administration service, this will involve reviews of workforce, workload volume, systems and processes and use of technology.
• Contribute to the development of the Directorate, this will include developing and implementing plans in line with the national policy to ensure that targets can be achieved.
• Use strong analytical skills; diagnose problems within existing processes and effect changes to resolve them.
• Ensure systems and processes for complaints and incidents are followed and use these to identify areas for improvement and realise these changes.

Responsibilities for Human Resources

• Overall management responsibility for delegated administration service within the Directorate.
• Allocation of available staff within the Directorate as required for smooth running of the department.
• Appropriate performance management of staff and undertaking of regular appraisals and ensuring training and development of all staff.
• Manage the recruitment process as required.

Financial Management

• To be a part of the Directorate’ financial planning, in particular with relation to the cost improvement programme and its performance management.

Communication and Leadership

• Responsible for ensuring that all administration staff are fully engaged in future developments. This will require a very high level of communication across all staff groups using regular team meetings as one forum for this.
• Providing the necessary leadership and drive to ensure that agreed developments are implemented in a sustainable way.Responsibilities for Information Resources
• Utilise computer software to run reports and documents to monitor & present information including Word, Excel, Databases and PowerPoint.
• Work closely with IT department in the maintenance and development of IT software packages in line with the development of Directorate.
• Produce written and electronic communications on a regular basis to inform the Directorate Manager, regarding for example requirements for service development.

Analysis and Data Management

• Ability to analyse procedures/processes that are not up to standard and are conflicting as there may be several options in order to resolve, use Lean management techniques in order to determine service improvement.
• Gain feedback on how to improve service delivery and use to improve future practices.

Responsibility for Policy & Service Development

• Assist the staff in understanding their role in the delivery of Directorates’ service and delivery
• Assist in the updating of policies and procedures to support delivery of the Directorates services
• Enable and encourage others to understand the reasons why improvements are being made share improvements and challenge tradition.
• Take responsibility for updating policies and procedures in line with any service improvement.
• In conjunction with the Directorate management team, implement changes to services to continually improve the patient experience.
• Participate in developing and reviewing new protocols pathways and guidance to ensure standardisation of systems.

Personal & People

• Responsible for updating and developing staff around the Group’s working practices, any changes in IT software upgrades or processes.
• Provide appropriate training programmes to meet the specific requirements of the Directorate’s Services to the team managed and supporting services
• Ensure staff performance is maximised and that all staff are fully aware of the importance of their role to the success of the Division and Trust objectives.
• Ensure that all staff are aware of any changes to protocols, processes and templates providing manuals, training and presentations.

Mental Effort/Freedom to Act

• Ability to think on ones feet is essential in solving problems in the most cost effective way
• Effective negotiation skills are required to ensure delivery of service to meet the demands of the Trust.
• To display excellent management skills and ability to be flexible in order to switch between different activities at very short notice.