---

---

Location

Tooting, Greater London | United Kingdom

---

Job description

The Operational Performance Manager will be responsible for smooth running of the outpatient, admitted and health records services at St George’s Hospital and associated satellite sites.
• The post holder will be responsible for the administrative staff delivering these services, ensuring that the services held at these sites are delivered to the highest possible standard.
• The post holder will directly manage a group of team leaders that are responsible for the sub-specialties within the administration team.
• The post holder will lead on ensuring performance targets are achieved and will take forward agreed projects to improve service delivery and patient experience.
• They will be required to lead on key areas of performance and activity including data quality and monitoring of Key Performance Indicators (KPIs) across the division, including admissions, outpatients and health records, as well as supporting with the compiling of data reports for the senior divisional management team.
• Day to day local point of contact with the external provider of the outsourced health records service and monitor service performance at the St George’s site and it associated satellite sites.

To deliver a consistently high quality and excellent patient experience within outpatients and admissions. This will involve supporting the clinical, administrative, and nursing teams to ensure consistency of service.

To have overall management responsibility for any delegated members of the administrative staff, providing leadership and support. Ensuring that they are managed in line with trust policies. This includes managing all sickness, disciplinary and performance issues for direct reports.

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
• To deliver a consistently high quality and excellent patient experience within outpatients and admissions. This will involve supporting the clinical, administrative, and nursing teams to ensure consistency of service.
• To support the implementation and continued monitoring of Key Performance Indicators within outpatients, admissions, and heath records, supporting the service team leaders to deliver these consistently.
• To work closely with the Booking Centre to ensure that new appointments are booked within the appropriate timescale, ensuring that appointment slots are made available to ensure RTT Waiting Time standards are achieved.
• To attend weekly outpatient meetings with the Booking Centre, ensuring that information on clinic profiles is made available for these meetings.
• To support the implementation, and continual monitoring, of Standard Operating Procedures (SOPs) for all departmental processes, ensuring that these are implemented and delivered consistently and updating these as required.
• To promote a positive image of the Trust’s outpatient services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first.
• To manage annual leave requests from clinicians, ensuring that this information is disseminated appropriately. Escalating where insufficient notice is received.
• To be responsible for monitoring and analysing relevant data e.g. KPIs, scorecards, RTT performance. Ensure data is validated and analysed fully, picking up on any trends, and appropriate action take to resolve problems and highlight any performance issues to the relevant Assistant Divisional Manager.
• To work with patients, administrative, nursing and medical staff to achieve sustained improvements, agreed within the divisional management team, such as patient flow improvements, changes to administrative and clinical practice, and monitor for any variations to the proposed changes.
• Ensure the administrative team adhere to confidentiality of patient information and compliance with the Data Protection Act 1998 and the Caldicott Report with access to computer terminals and programmes being restricted to authorised personnel.
• Hold regular administrative team meetings to discuss and share information on divisional performance, changes to processes and new initiative.
• To complete ad-hoc tasks and projects at the request of the senior divisional management team.
• To deputise for other members of the divisional management team where appropriate.
• To ensure all members of the team directly line managed adhere to the Trust’s Access Policy at all times.
• To ensure a quality, patient focused administrative and reception function is in place to support the clinicians within the services.
• To monitor capacity requirements for all clinics ensuring that capacity issues are highlighted as soon as possible, and working with the Service Manager/Assistant Divisional manager to address these issues where necessary.
• To help support the booking of theatre lists, working with the teams to ensure that all capacity is fully utilised.
• To attend relevant meetings, representing the outpatient administrative service, for the purpose of disseminating information to staff and contribute to discussions regarding the maintenance and improvement of the services provided.
• To attend relevant meetings, representing the admissions administrative service, for the purpose of disseminating information to staff and contribute to discussions regarding the maintenance and improvement of the services provided.
• To attend relevant meetings, representing the health records administrative service, for the purpose of disseminating information to staff and contribute to discussions regarding the maintenance and improvement of the services provided.
• To ensure that the highest standards of customer care are maintained at all times, working with key stakeholders to ensure a consistent and effective training and monitoring mechanism is in place for the achievement of this.
• To participate in Trust-wide and local programmes that contribute to the modernisation and improvement of patient services.
• To review data to support gathering and collection of outpatient, admissions, and health records audit data to provide effective information for service improvement.
• To arrange additional outpatient clinics when required and ensuring resources are available to facilitate this.
• To ensure that health and safety standards are maintained within the outpatient, admissions, and health records administration areas all times and notify the appropriate manager or representative for any action required.
• To update and contribute the departmental risk register and be responsible for regular risk assessments and take action when required.
• To develop local KPIs with outpatient and health records team leaders as appropriate to support staff and ensure am efficient administrative service.

This advert closes on Monday 26 Feb 2024

---

Job tags

---

---

Salary