Outpatients Service Manager

Job summary

Dorking Healthcare delivers a wide range of NHS outpatient services across Surrey, providing care closer to home for thousands of patients each year. As Outpatients Service Manager, you will lead a large and diverse service, with responsibility for around 90 staff and more than 150 subcontracted clinicians working across multiple specialties and locations.

This is a varied leadership role combining operational management, service development, workforce leadership, quality and governance, performance management and transformation. You will oversee day-to-day service delivery while also leading new service mobilisations, pathway improvements and strategic projects that enhance patient care and access.

We are looking for an experienced, motivated and visible leader who can build strong relationships, analyse data to make informed decisions, manage competing priorities and inspire teams to deliver excellent patient care. You will be comfortable working with clinicians, commissioners, GP practices and system partners, translating ideas into practical solutions and delivering measurable improvements.

In return, you will have the opportunity to make a real difference within an ambitious, innovative and patient-focused organisation. Dorking Healthcare has a strong track record of developing services that bring care closer to home, and we value people who are collaborative, curious, supportive and committed to continuous improvement.

Main duties of the job

As Outpatients Service Manager, you will lead the day-to-day delivery, performance and development of a diverse portfolio of NHS outpatient services across multiple specialties and locations. You will provide leadership to a large multidisciplinary workforce, ensuring services are safe, effective, financially sustainable and focused on delivering an excellent patient experience.

You will oversee operational performance, workforce planning, quality and governance, patient pathways and service improvement initiatives. The role also includes leading service developments, mobilising new services and clinics, working with clinicians and system partners, and using data and insight to support evidence-based decision-making. You'll be expected to identify opportunities for improvement, manage risk, resolve complex operational challenges and ensure services consistently meet contractual and quality standards.

We are seeking an experienced operational leader with a track record of managing healthcare services and delivering results in a complex environment. You will be a confident communicator who can build strong relationships with clinicians, staff, commissioners and partner organisations.

If you are looking for a role where you can lead, influence, develop services and help shape the future of community-based healthcare, we would love to hear from you.

About us

Dorking Healthcare (DHC) is a CQC-rated Good healthcare provider delivering a wide range of NHS services across Surrey and Sussex. We are passionate about improving access to care, reducing waiting times and providing excellent patient experiences. Our outpatient services continue to grow and evolve, creating opportunities for innovation, service improvement and professional development.

As an agile organisation, we can make decisions quickly, embrace new ideas and give our teams the opportunity to make a real difference. You will be joining a friendly and collaborative management team that works closely together to support each other, solve problems and continually improve the services we provide.

We value individuals who take ownership, seek solutions and are motivated by making a positive difference for patients and colleagues. A positive, "can-do" attitude, strong teamwork and a commitment to continuous improvement are at the heart of how we work.

Benefits:

• Competitive salary
• Membership of the NHS Pension Scheme
• 27 days annual leave plus bank holidays, increasing with length of service
• Access to an Employee Assistance Programme
• Ongoing training, development and career progression opportunities
• Opportunities to lead and contribute to service development and transformation projects
• Free onsite parking at some locations (subject to availability)

Details

• Date posted: 16 October 2026
• Pay scheme: Other
• Salary: £50,000 to £65,000 a year £50,000 to £65,000 per annum depending on experience
• Contract: Permanent
• Working pattern: Full-time
• Reference number: U0103-26-0072
• Job locations: Dorking General Hospital, Horsham Road, DORKING, Surrey, RH4 2AA, United Kingdom

Job responsibilities

DHC is committed to promoting equality, diversity and inclusion. We strive to create an environment where everyone feels valued, respected and able to contribute. We welcome applications from people of all backgrounds and are committed to equal opportunities for all.

Our clinics operate Monday to Saturday, and the post holder will participate in a rotational management cover arrangement on Saturdays, 1 in 3.

The successful candidate will demonstrate:

• Strong leadership and people management skills.
• Experience managing operational performance, quality, governance and service delivery
• The ability to analyse data and use insight to make evidence-based decisions
• Experience leading service improvement, transformation or mobilisation projects
• Excellent organisational skills and the ability to manage competing priorities
• Strong problem-solving, decision-making and stakeholder management skills
• A commitment to high-quality patient care, inclusion and continuous improvement

JOB SUMMARY

The Outpatients Service Manager is responsible for the safe, effective, efficient and patient-centred delivery of DHC outpatient services across multiple specialties and locations. The post holder provides visible operational leadership, translates organisational strategy into deliverable service plans and ensures that quality, performance, workforce, financial and contractual requirements are managed in a coordinated way

The post holder leads the Outpatients management team and has overall responsibility for patient pathways, day-to-day service delivery, service development, mobilisation of new services and sites, clinical and corporate governance, workforce planning, stakeholder relationships and continuous improvement. They will work closely with the Director of Services, Medical Director team, clinical leads, corporate teams, commissioners, GP practices, host-site partners, NHS trusts, independent providers and subcontracted clinicians

The role requires sound judgement, resilience and the ability to balance competing operational priorities while maintaining oversight of risk and longer-term objectives. The post holder will use data, patient and staff feedback, complaints, incidents, audits and external requirements to identify priorities, make evidence-based recommendations and ensure improvements are implemented and sustained

DUTIES AND RESPONSIBILITIES OF THE POST

Service leadership and operational management

• Provide overall operational leadership for outpatient services, ensuring safe, responsive and effective delivery across all sites, specialties and administrative functions
• Translate Board and organisational objectives into clear departmental plans, priorities, measures and accountabilities
• Lead the Outpatients management team, establishing effective governance, escalation and communication arrangements and ensuring appropriate management cover
• Oversee patient pathways from referral receipt to discharge, including pathway elements delivered by subcontractors and partner organisations
• Monitor demand, capacity, waiting lists, clinic utilisation, productivity, access and pathway risks, taking timely action where delivery varies from plan
• Act as the senior escalation point for significant operational issues, balancing immediate service continuity with patient safety, experience and organisational risk
• Ensure business continuity and service resilience arrangements are in place, understood, tested where appropriate and reviewed following disruption
• Provide clear, accurate and timely reports, assurance and recommendations to the Director of Services, Board and relevant governance groups

Performance, data, contracts and financial management

• Lead delivery against contractual requirements, service specifications, key performance indicators, service level agreements and relevant local and national standards
• Monitor service performance, identify variation and agree corrective actions with accountable leads
• Use data and insight to support evidence-based decision-making, service planning and continuous improvement
• Work with finance, performance analysts and contracting colleagues to support activity planning and forecasting, cost modelling and financial control
• Manage delegated resources responsibly and identify opportunities to improve productivity, clinic utilisation, value for money and environmental sustainability without compromising quality or safety
• Support contract reviews and commissioner assurance, ensuring that submissions and evidence are accurate, complete and delivered within required timescales

Service development, transformation and mobilisation

• Lead the development, implementation and evaluation of new outpatient services, pathways, clinic models and delivery locations from concept through mobilisation and business-as-usual handover
• Develop robust proposals and business cases using evidence on patient need, activity, workforce, estates, digital requirements, clinical dependencies, finance, risk and benefits
• Provide programme and project leadership for service transformation, mobilisation and improvement initiatives
• Work with clinical leaders to design pathways that are safe, accessible, efficient and aligned with commissioning intentions and relevant professional or national guidance
• Lead operational readiness, including workforce, training, equipment, estates, information governance, digital systems, standard operating procedures, communications and partner agreements
• Promote continuous improvement and appropriate use of technology, automation and digital tools to improve patient access, staff experience, data quality and productivity
• Ensure changes are evaluated against agreed benefits and that learning is used to refine future service development

Quality, governance and risk

• Ensure outpatient services operate within DHC governance arrangements and relevant legal, regulatory, contractual and professional requirements
• Work with the Medical Director team and clinical leads to support clinical governance, clinical supervision, audit, appraisal and safe practice for employed and subcontracted clinicians
• Maintain oversight of departmental risks, controls and actions and escalate risks that exceed local tolerance or require wider organisational support
• Ensure a planned programme of audit and assurance is delivered, including infection prevention and control, safeguarding, information governance, health and safety, fire safety, carers, accessibility and host-premises assurance as applicable
• Ensure policies, standard operating procedures and working instructions are current, evidence-based, accessible and embedded in practice
• Provide management leadership for complaints, concerns, incidents and significant operational events, ensuring proportionate investigation, clear responses, action planning, learning and closure within required timescales
• Use learning from complaints, incidents, audits, inspections, patient feedback and external reviews to drive measurable and sustained improvement
• Promote a culture in which staff raise concerns, report incidents, learn openly and understand their individual responsibilities for quality and safety

Patient experience, access and engagement

• Keep patient experience, safety, dignity and equitable access central to operational and strategic decision-making
• Ensure services meet the NHS Accessible Information Standard and make reasonable adjustments for patients and service users where required
• Monitor themes from patient feedback, surveys, complaints and concerns, agree actions and communicate improvements to staff and stakeholders
• Work with partner organisations to support appropriate referrals to us, onward referrals and patient pathway management, ensuring information is shared within agreed timescales and that patients experience coordinated, timely and seamless transitions between services
• Ensure patient communications are accurate, timely, inclusive and written in clear language

People leadership and workforce

• Provide effective line management, supervision and development for direct reports, setting clear objectives and holding individuals to account for delivery and behaviours
• Lead workforce planning across Outpatients, ensuring establishment, skill mix, recruitment, onboarding, induction, training, retention, succession and management cover support service requirements
• Ensure managers address attendance, conduct, capability, performance and employee relations matters fairly, promptly and in line with DHC policies and employment law
• Create an inclusive, respectful and psychologically safe working environment in which staff understand priorities, contribute ideas and receive regular communication and feedback
• Coach and develop managers and emerging leaders, supporting effective delegation, consistent management practice and professional development
• Ensure compliance with mandatory training, appraisal and other workforce assurance requirements
• Promote equality, diversity and inclusion and ensure workforce and service decisions do not create avoidable barriers or disadvantage

Partnerships and stakeholder management

• Build constructive working relationships with commissioners, GP practices, Primary Care Networks, NHS trusts, independent hospitals, host premises, suppliers, subcontractors and community partners
• Lead or contribute to contract, quality and performance reviews with external providers, ensuring actions, risks and dependencies are recorded and followed through
• Represent Outpatients at internal and external meetings, presenting complex or sensitive information clearly and adapting communication to the audience
• Work across organisational boundaries to resolve pathway issues, improve coordination and develop services closer to patients homes where appropriate

Please refer to the job description for full details of the role and responsibilities.