Outpatient Support Manager (XN06)

Weare excited to advertise a permanent full time Outpatient Support Managerpost (previously known as Business Support Manager) to join our Referral andBooking Service team.

TheOutpatient Support Manager will provide management support and leadership tothe teams responsible for referral registration, bookings and patient calls.

TheReferral and Booking Service team are based at St James University Hospital,but we also have teams at Leeds General Infirmary and Chapel AllertonHospital. Travel between sites will be required in this role.

TheReferral and Booking Service team collaborate with the Outpatient Admin,Outpatient Nursing, Switchboard, Phlebotomy and the Robotic ProcessAutomation team. Together we form the Outpatient Clinical Service Unit.

Themain attributes we are looking for include being flexible, proactive,resilient, professional, embracing of change, committed to working inpartnership with others and committed to making positive progression towardsthe Trusts 7 Commitments and People Priorities.

Flexibleworking including some working from home can be supported in this role, butregular on site working is essential.

Weare proud of the diversity within our team, welcome applications from allbackgrounds and are committed to recruiting inclusively.

Pleasereview the attached role profile to learn more about the role.

Main duties of the job

TheOutpatient Support Manager will be responsible for operational, people andbudget management; performance, recruitment and retention, patient experienceand innovation. Please read the attached role profile for more detailedinformation about the role.

TheOutpatient Support Manager will line manage the Assistant Patient ServiceCoordinators and will work closely with the Business Support Managers, toensure effective leadership across all elements of the service. TheOutpatient Support Manager will report into the Business Manager and willalso work with the wider management team including the Service Manager andGeneral Manager.

TheOutpatient Support Manager will support and collaborate with various ClinicalService Units across the trust, which may include working with clinical teamssuch as doctors, nurses and phlebotomists.

Themain focus of this role is to provide management and leadership support tothe Referral and Booking Service teams, providing a positive staffexperience, and ensuring the delivery of a high quality patient experiencetoo.

Thisis an exciting time for the Referral and Booking Service team as we embracechange and utilise technology to streamline services and improve experiencesfor staff and patients alike. If you would like to be part of this excitingjourney, this could be the role for you.

About us

TheReferral and Booking Service team are committed to getting it right firsttime for our patients. We strive for excellence and want to deliver the bestpatient experience, utilising technology and embracing new ways of working.

Weare proud of our collaborative working across Leeds Teaching Hospitals NHSTrust and of our teams work ethic. We have strong and effective workingrelationships across the organisation, which enable us to work together todeliver the best for our patients. Our connections across the organisationand collaborative working with multiple Clinical Service Units, ensures thatour work is varied and interesting every day is different!

Ifyou have a strong work ethic, would like to support patients get the carethey need at the right place and at the right time, and want to be part of alarge and exciting team, then this could be the role for you!

LTHT is committed to our process of redeploying 'at risk'members of our existing workforce to new roles. As such, all our job advertsare subject to this policy and we reserve the right to close, delay or removeadverts while this process is completed. If you do experience a delay in theshortlisting stage of the recruitment cycle, please bear with us while thisprocess is completed, and contact the named contact if you have anyquestions.

Job responsibilities

COREBEHAVIOURS AND SKILLS

Abilityto work under significant and sustained pressure and to highly demanding andoften conflicting timescales.

Flexibilityin responding to and coping with the changing requirements of the service

Abilityto monitor, maintain and improve service delivery

Abilityto initiate and develop projects and other activities

Excellentcommunication skills in person; by telephone or email; through writtenmaterial, including the writing and design of complex documents; speaking toan audience

Abilityto communicate and network effectively, negotiate and influence others takinginto account the multi-professional and organisational cultures

Ableto build positive relationships with service users, colleagues and others

Commitmentto team working with the ability to take responsibility for difficultdecision making

Ableto work on own initiative and prioritise work

Excellentorganisational and time management skills

PRINCIPALDUTIES & AREAS OF RESPONSIBILITY

Overallmanagement and decision making responsibility for a wide range ofmulti-speciality services and the delivery of excellent quality service

Responsiblefor the leadership and management of staff including work allocation,performance and appraisal development. This may require frequent adjustmentto plans to ensure organisational and departmental priorities are met

Makesjudgements involving complex facts or situations requiring analysis,interpretation and the comparison of a range of options resulting indiffering expert opinions and conflict; e.g. managing clinical risks;agreeing strategies to meet patient access targets, changing workingpractices

Leadsthe recruitment and selection of Outpatient administrative staff takingresponsibility for all stages from completion and submission of ESR forms,arranging adverts on NHS jobs, short listing, interviewing and selection

Managesand supports change within the organisation, being a champion and encouragingand supporting others to adapt to new ways of working

Theability to manage complex projects and the delivery of key outcomes,potentially on a city wide basis working across the Organisation

Leadsand motivates staff in the delivery of quality care across complex clinicaland business environments and services

Leadsin the investigation of patient complaints and handling complex andchallenging situations relating to patient care

Isinvolved in budget setting for the service and acting as an authorisedsignatory, including the ordering of necessary equipment

Leadsin conduct, grievance and dignity at work matters

Deliversinformation/knowledge skills training as required

Anyother duties commensurate with the grade that may reasonably required

Person Specification

Qualifications

• Educated to degree level in a Business Management subject or extensive post qualification experience in a NHS environment

Skills & behaviours

• Effective team leader with the ability to work flexibly in a diverse and demanding department - please provide personal and relevant examples linked to your job history
• Commitment to working in partnership with and supporting others - please provide personal and relevant examples linked to your job history
• Flexible approach and embracing of change - please provide personal and relevant examples linked to your job history
• Staff management skills at a middle management level - please provide personal and relevant examples linked to your job history
• Strong interpersonal and relationship building skills - please provide personal and relevant examples linked to your job history

Other Criteria

• Excellent written and verbal communication skills
• Evidence of ability to deal appropriately with conflict and resistance to change - please provide personal and relevant examples linked to your job history
• Knowledge and application of key policies and procedures - please provide personal and relevant examples linked to your job history
• Detailed knowledge of the Outpatient service
• Must be able to travel between sites to provide cross cover on a city wide basis

Experience

• Experience of developing & implementing organisational change - please provide personal and relevant examples linked to your job history
• Successful operational management in a multi-professional environment - please provide personal and relevant examples linked to your job history
• Day-to-day people management including appraisal and objective setting; and recruitment and retention - please provide personal and relevant examples linked to your job history
• Operational planning and implementation including strategic planning, options appraisal and change management - please provide personal and relevant examples linked to your job history

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.