Service Manager

Job overview

The post holder will work in conjunction with the Service Management Team (General Manager & Deputy General Manager , Clinical Director) to deliver effective services across the Denmark Hill on behalf of the Care Group. The post holder will be responsible for the management of key trust targets for the above services which includes Referral to Treatment (RTT) and cancer targets. The post holder will be expected to manage the cancer PTL and work collaboratively with the cancer MDT co-ordinator to provide monitoring and management support to all the cancer pathways for all services within the portfolio. Responsible for the management, monitoring and overseeing of clinic and theatre capacity & utilisation.

The post holder will co-ordinate complaints, the obtaining of responses from other teams, investigations and drafting of complaint responses to within the Trust’s timeframes and any associated action plans. Maintain a complaints action log and quarterly reporting. Work collaboratively with the Trust’s complaints team and other personnel associated with complaints. Work effectively and collaboratively with senior nursing and medical teams the Head of Nursing and Clinical Director, and clinicians to ensure efficient and effective communication, processes and problem solving day to day issues are managed. The post holder will be responsible for managing the administrative staff team as directed by the DGM.

Main duties of the job

• Monitor relevant data reports e.g. PTL, RTT, Data Quality and ensure data is validated, appropriate action taken to resolve problems and highlight any performance issues along with mitigating actions
• Ensure the service has effective and accurate systems and information sharing processes in line with Trust and local policies in relation to EPIC or other IT/ manual systems
• Ensure effective processes and procedures are in place to monitor and track performance within the service against the trust contract
• Manage the analysis of data so that the Clinical Lead and Service Management Team have access to timely and accurate information on all key performance indicators. This will also include agreeing indicators and developing mechanisms for their measurement
• To support as required the development, implementation and active use of the scorecards. This will include development of metrics where applicable

Detailed job description and main responsibilities

• To take a lead role in facilitating process improvement within designated service areas
• Alongside the lead clinicians, develop cancer improvement plans and take the management lead for service improvement and development
• Regularly review and update the directorate’s RTT / cancer governance standard operating procedure in line with the trust’s access policy and local reporting requirements
• In conjunction with the management team, contribute to the development and production of the business plan and assist in the writing of business cases for service development
• Ensure departments implement as required Trust outpatient improvement initiatives e.g. paperless clinics
• To liaise with clinical staff at all times, ensuring that their interests and ideas are incorporated into service planning and developments in conjunction with the Trust’s strategy
• To assist in change management projects within the department, Care Group and across the Trust; leading the projects where requested
• Provide support in the development and implementation of R&D education and training programmes within the service
• To assist with the production of accurate information for the Trust’s website and Electronic Referral System (e-RS)
• Lead on organisation of meetings for clinical governance and service meetings, producing minutes and agendas in a timely manner.

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.