Service Manager

Job overview

You will provide operational support to the Infection Division and be responsible for the performance of the inpatient and outpatient administration teams and will line manage four varied members of staff.

Reporting to the General Manager, you will lead on RTT and all other outpatient efficiency metrics. You will also be heavily involved in improving patient flow metrics on our inpatient ward.

We expect you to be hard working, engaged and supportive towards your colleagues. You will be expected to offer suggestions to improve the service, as well as supporting your teams to do the same.

Main duties of the job

• Responsible for day to day service management and to be the first point of contact for issues and queries
• Supporting delivery of performance targets including activity and workforce
• Supporting improvement of patient flow metrics
• Lead on maximising private income streams
• Lead on outpatient efficiency streams including DNA/cancellation reductions and clinic utilisation
• Support improvement in staff and patient feedback metrics
• Line management of three Band 4 Ward Administrators and one Band 5 Administration Team Lead
• To behave in a manner that supports and inspires the more junior members of the team
• The most important skills and qualities are being organised, an excellent communicator, hard working, a receptive listener, a creative thinker and a kind person

Detailed job description and main responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

We are a small but complex division, covering many different aspects of infectious diseases and tropical medicine. We operate an outpatient clinic as well as an emergency walk-in service, antibiotic infusion service and pre-travel clinic. We have an inpatient ward, as well as hosting the trust-wide Infection Control service, a mobile x-ray and vaccination unit and a national travel advisory service. We also host the Microbiology, Virology and Vaccination services.

We have spent many years building a tight-kinit, friendly, welcoming and warm environment to work in. As we are relatively small everybody gets to know each other which creates an open, informal and safe working culture. We believe people should enjoy their work and have fun, as well as working hard to provide a top class service.

We have an ongoing process to improve our staff’s working lives and regularly seek feedback from everyone as how to achieve this.

Come and be a part of the best NHS trust in England to work for, according to our staff*

* UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England – for the third year in a row.

UCLH recognises the benefits of flexible working for staff – To find out more, visit: Flexible working.

To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?

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.