Service Support Manager

Job overview

The post holder will manage the delivery of a high quality, safe and compassionate healthcare service to patients. They will have responsibility for ensuring that all administrative processes are efficient and effective and enable the team and the Trust to meet high standards of performance.

The post holder will have specific responsibility for driving forward excellent standards of customer service taking action where levels of service delivery fall short of what is required or do not uphold Trust values.

The post holder will line manage a team of administrators and will be responsible for organising workload and cover, recruiting and inducting new staff members, identifying training and support required by individuals and managing performance.

Main duties of the job

• Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards.
• Monitor, analyse and report on service quality, productivity and performance against agreed targets, including RTT, waiting times and correspondence turnaround.
• Be accountable through the operational management team and work collaboratively with the administrative teams to adhere to Trust standards.
• Support the development, implementation and improvement of services and administrative systems.
• Ensure compliance with Trust policies and supporting quality assurance across the service.
• Pro-actively highlight any system, procedural or capacity issues in line with the needs of the service.
• Provide operational oversight of patient pathways across relevant paediatric services.
• Ensure appointments, communications and care processes are delivered compassionately and efficiently (considering both outpatient and inpatient provision).
• Manage patient enquiries and complaints, ensuring timely investigation, coordination of responses, liaison with clinicians, PALS and the complaints team.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.