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The Urology department at Guy’s and St Thomas’ NHS Foundation Trust is recruiting an Assistant Service Manager to join our Urology service. This is a full-time role, working 37.5 hours a week, based at Guy’s Hospital in London Bridge. We have recently developed new pathways to streamline our patients' journeys, which has led to exciting opportunities, for self-starting and motivated team-members who seek to gain experience in a challenging and fast-paced environment.

Impressive candidates will work closely with our existing team to manage outpatient services, benign specialities including Guys hospital’s Stone unit, managing RTT pathways, and pro-actively validating waiting lists.

Urology at GSTT provides specialist urological care for patients across South East London and beyond. This role is ideal for individuals looking to develop their leadership, management and outpatient experience.

The Urology Department is looking for an enthusiastic, hardworking and experienced Assistant Service Manager.

We are seeking an enthusiastic candidate with excellent communication skills and the ability to build relationships across a large multi-disciplinary team. The post holder is expected to take a proactive approach to addressing targets and deadlines, and to ensure the smooth running of the service in a very busy environment. The ASM will validate patient pathways and address any issues impacting on service delivery of a busy outpatient department. You will be a dedicated and adaptable individual who has good attention to detail, well developed organisational skills, and excellent communication skills.


General responsibilities will include:

• Line management and training of junior administrative staff


• RTT pathway validation


• Co-ordination and oversight of complex clinic scheduling management


• Day-to-day running of outpatient clinics


• Day-to-day support of outpatient team


• Deputising for the Service Manager where appropriate


• Responding to PALS queries and patient concerns


• Supporting a wide network of clinicians and other healthcare professionals

This post offers an opportunity for those wishing to develop a career in NHS management, allowing the post holder to develop and improve services and patient experience.

Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.

The post holder will

• Put patients first


• Take pride in what they do


• Respect others


• Strive to be the best


• Act with integrity

Generic Clinical A&C Job Description: Assistant Service Manager Band 5
Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action. The framework can be found on our Trust careers pages and GTIntranet.

• Support the Service Manager in managing various sections of service, e.g., out-patients or admissions. This will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management.


• Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service that may be performance related.


• Problem-solve all day-to-day management issues organising and reallocating work where situations change due to variations to the work load and staffing availability.


• Exercise delegated authority on behalf of the consultants and clinical leads to resolve day-to-day management issues within the service.


• Manage the analysis of data so consultants and registrars have access to timely and accurate information on all key performance indicators.


• Plan and organise the medical secretary service within the department, setting the goals of the secretarial service in order to fit in with the demands of the consultants’ timetables.

Policy Development and System Management

• Develop and write policies and procedures within own work area.


• Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service.


• Responsible for the design and implementation of audits in collaboration with Heads of Service.


• To investigate complaints, as delegated by the Service Delivery Manager, in line with Trust Policy. This may involve handling sensitive interpersonal situation.


• To contribute to the modernisation of patient services delivered by the medical secretaries service


• Sit on departmental working groups to contribute to future strategies and development

Financial Management

• Authorised signatory.


• Manage and monitor performance of the administrative support to ensure that the service meets its financial and operating targets.


• Manage a delegated no-pay budget within the service ensuring that expenditure is within agreed limits and that the Clinical Lead/consultants remains informed of related issues. This would include signatory responsibility for requisition and authorising signature for ordering, up to the amount of £500.

Staff Management

• Day-to-day managerial responsibility for all administration and secretarial staff within the medical secretarial service or others as agreed.


• Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development.


• Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service.


• Ensure all staff comply with relevant Trust policies and standing financial instructions.


• Recruit and induct A&C staff in line with Trust policies and procedures.


• Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery.


• Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the service.


• Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing & booking systems are effectively managed.


• Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services.

PA/ Secretarial Responsibilities

• Monitor clinical secretarial correspondence to set and maintain appropriate quality standards.


• Arrange, plan and take comprehensive and accurate minutes at meetings.


• Support consultants by preparing PowerPoint presentations and preparation of research articles.


• Produce high quality medical secretary support of consultants and clinical teams when required.


• When appropriate, type clinical letters which may include those of a distressing or emotional nature as well or other relevant correspondence and documents required.

Communication

• Effectively communicate with a multi-disciplinary group of people, demonstrating interpersonal skills when dealing with all levels of staff across the Trust, using persuasion, tact and reassurance where necessary.


• Liaise with other departments and members of the Trust to ensure the smooth running of the office and to assisting the functioning of the team.


• Influence, motivate and involve individuals and teams within the service to achieve necessary performance targets.


• Deal with telephone calls related to the service, ensuring that customers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently.


• Handle confidential patient information and material in a sensitive and discrete fashion, in compliance with Trust policy and procedure.

Person specification
Qualitifcations/Education
Essential criteria• Educated to HNC/Equivalent Diploma/equivalent experience

• GCSE Maths & English


• Track record of continuous professional and management development

Previous Experience
Essential criteria• Significant experience of staff supervision/ staff management including recruitment/ retention /appraisal /first line disciplinary and knowledge of budget management issues

• Have significantly contributed to meeting operational objectives


• Experience of delivering Administrative and Clerical Outpatient Services

Desirable criteria• Have significantly contributed to meeting strategic objectives

• Experience of delivering services on a multi-site basis

Skills/Knowledge/Ability
Essential criteria• Leadership and influencing skills

• Excellent interpersonal, presentation and written communication skills

Desirable criteria• Financial management and analysis skills

Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership.

Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy.

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends.

Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.