Operational Performance Manager - St George's Directorate

Job overview

The Operational Performance Manager will be responsible for smooth running of the outpatient and health records services at St George’s Hospital and associated satellite sites.

• The post holder will be responsible for the administrative staff delivering these services, ensuring that the services held at these sites are delivered to the highest possible standard.
• The post holder will directly manage a group of team leaders that are responsible for the sub-specialties within the administration team.
• The post holder will lead on ensuring performance 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 quality and monitoring of Key Performance Indicators (KPIs) across the division, including admissions, outpatients and health records, as well as supporting with the compiling of data reports for the senior divisional management team.
• Day to day local point of contact with the external provider of the outsourced health records service and monitor service performance at the St George’s site and it associated satellite sites.

Main duties of the job

• To deliver a consistently high quality and excellent patient experience within outpatients. This will involve supporting the clinical, administrative, and nursing teams to ensure consistency of service.
• To have overall management responsibility for any delegated members of the administrative staff, providing leadership and support. Ensuring that they are managed in line with trust policies. This includes managing all sickness, disciplinary and performance issues for direct reports.

Detailed job description and main responsibilities

• To deliver a consistently high quality and excellent patient experience within outpatients and admissions. This will involve supporting the clinical, administrative, and nursing teams to ensure consistency of service.
• To support the implementation and continued monitoring of Key Performance Indicators within outpatients, admissions, and heath records, supporting the service team leaders to deliver these consistently.
• To work closely with the Booking Centre to ensure that new appointments are booked within the appropriate timescale, ensuring that appointment slots are made available to ensure RTT Waiting Time standards are achieved.
• To attend weekly outpatient meetings with the Booking Centre, ensuring that information on clinic profiles is made available for these meetings.
• To support the implementation, and continual monitoring, of Standard Operating Procedures (SOPs) for all departmental processes, ensuring that these are implemented and delivered consistently and updating these as required.
• To promote a positive image of the Trust’s outpatient services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first.
• To manage annual leave requests from clinicians, ensuring that this information is disseminated appropriately. Escalating where insufficient notice is received.
• To be responsible for monitoring and analysing relevant data e.g. KPIs, scorecards, RTT performance. Ensure data is validated and analysed fully, picking up on any trends, and appropriate action take to resolve problems and highlight any performance issues to the relevant Assistant Divisional Manager.

See full Job Description

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.