Deputy Outpatients Manager

You will lead the safe, effective, and efficientoperation of the department across multiple sites. You will be responsible fordriving service improvements, promoting shared learning and best practice, andresponding to patient feedback and complaints.

It's a really exciting timeto join the team as we have just opened a new location and are developing newservices to better serve the communities we work in. You will play a key role in ensuring thesuccess of the department. You will beone of two Deputy Outpatient Managers. This position in particular focuses onleading and supporting our operational teams and processes.

Main duties of the job You will be the point of contact for all 'on the day' concerns frompatients or staff. Therefore, problem-solving, relationship-building, and people-managementskills will be instrumental to the role.Our clinics operate fromMonday to Saturday, and this position will be included in the rotationalmanagement coverage on Saturdays.

It isessential that you have excellent attention to detail, can prioritise andorganise your own workload, create efficient and effective workflows, exerciseinitiative and independent judgement whilst maintaining a high level ofconfidentiality and diplomacy at all times.

About us This is an excellent opportunity to join our existing managementstructure within our professional and friendly team.

Dorking Healthcare (DHC) is an organisation that provides a wide range ofquality healthcare services in Surrey and Sussex. We are registered with theCQC (Care Quality Commission), receiving a 'Good' status in our most recentinspection, and we are an accredited AQP (Any Qualified Provider). Our visionis to continually improve local services for patients by offering first-classcare and shorter waiting times.

A "can-do" attitude is a vital asset at DHC, and we are looking forlike-minded individuals to work with us who share the same approach and workethic.

The benefits we offer include:

• Membership of the NHS pension scheme
• 27 days annual leave plus bank holidays, increasing with length ofservice
• Access to an Employee Assistance Programme
• Opportunities for training, development, and career progression

Some of our sites have free on-site parking (subject to availability)

Weaim to be an employer of choice and conduct annual staff satisfaction surveys

DHC actively encouragesand promotes diversity, ensures all voices are heard and included, and iscommitted to equal opportunities for all.

Job responsibilities Working pattern: Full-time preferred, or aminimum of 30 hours a week.

Location:Dorking Hospital & other DHC locations asrequired.

JOBSUMMARY:

TheDeputy Outpatients Manager (Operations) will work closely with the DeputyOutpatients Manager (Services) and the Outpatients Service Manager to drive theeffective and efficient running of the department. They will act as the escalation point for 'onthe day concerns' and will have improving patient experience at the heart oftheir decisions.

Assistingthe Outpatients Service Manager with the management of the teams within Outpatients:referrals in, reception, pathways, medical secretaries, and referrals out. This will include line management, streamliningprocesses, developing relationships with third parties, service developmentsand improvements, reviewing and creating Standard Operating Procedures.

Thepost holder will work with all teams across Outpatients; they will thereforeneed to develop a good understanding of the various duties and roles theyconduct and be able to consider the impact of decisions and events across allteams.

Itis essential that the post holder has excellent attention to detail, problem-solvingskills, and can prioritise and organise their own workload, exercise initiativeand independent judgement whilst maintaining a high level of confidentialityand diplomacy at all times.

DUTIESAND RESPONSIBILITIES OF THE POST

General

• Tobe responsible for the day-to-day management of operational issues, makingindependent decisions.
• Overseethe management of patient pathways from referrals received to patient discharge,including elements undertaken by sub-contractors.
• Tobe responsible for the day-to-day management of teams to meet objectives set bythe board, local and national targets, KPIs, and SLAs.
• Prioritiseand organise own workload; making decisions and initiating action wherenecessary, ensuring timeframes are met through shared knowledge and cover.
• Attending and conductingoperational meetings, review groups for incidents, complaints, and governance.
• Supportthe development of innovative ways of working, new services, and additionallocations aimed at improving patient experience.
• Strivefor continuous improvement, making use of developing technology to driveefficiency and autonomy.
• Runningreports and interpreting data.
• Any other reasonable duties ascommensurate with the nature of this role.

Patientand public engagement

• To be the first point ofcontact for complaints and concerns, working with the relevant team leader topromptly address patient issues.
• Build effective workingrelationships with colleagues, clinicians, and third parties.
• Setting up regular quality andperformance reviews with third-party health care providers, such as trusthospitals and independent hospitals. Tosupport establishing new referral pathways, sharing wait list managementtrackers and the exchange of mutually beneficial information and addressing issues.
• Conducting and supportingpatient surveys, audits, inspections and reviewing patient feedback, creatingaction plans for any areas where improvements are identified.

Governance

• Responsible for responding tocomplaints within the set timeframes and guidelines.
• Investigating incidents,establishing root cause and putting corrective and preventative measures inplace to prevent a recurrence
• Writing up new procedures andchecking existing processes are fit for purpose and updating them wherenecessary.
• Maintaining accurate recordkeeping.
• Ensuring staff compliance withmandatory training.

PeopleManagement

• Direct line management of teamleaders and overarching management of their teams.
• Challengeand manage poor processes or performance.
• Befully conversant with all departmental policies and guidelines and ensure theseare implemented and adhered to.
• Toact as a role model, actively demonstrating DHC values.
• Maintainexcellent working relationships with all colleagues.
• Coaching and mentoring teammembers.

Deputisingfor the Outpatients Service Manager

• Deputising for the OutpatientsService Manager and the Deputy Outpatients Manager (Services) when they areunavailable or off-site.
• As duty manager, providesupport to all teams within the department to resolve queries, ensuring issuesare resolved within a timely manner.
• Sharing the responsibility ofresponding to duty calls, emails and tasks.
• Ensure day-to-day operationsare efficient & effective, suggesting and delivering improvements whererelevant.

WORKSETTING AND REVIEW

Tomanage own workload efficiently and effectively on a daily basis. Maintain confidentiality at all times. Make decisions pertaining to the smooth andefficient running of the department, acting independently but with the supportof the wider management team.

Beable to work with a degree of autonomy and with a continuous improvementmindset.

Worktowards objectives as set by the Outpatients Service Manager.

CONFIDENTIALITY

Thepost holder must maintain the confidentiality of information about patients,staff and DHC business in accordance with the Data Protection Act 1998 andCaldicott principles.

This job description representsan outline of the responsibilities of the post and is not intended to be anexhaustive list of duties or tasks. Itwill change and develop in line with organisational needs and may be amendedfollowing agreement with the post-holder.

Person Specification Skills and Aptitudes

• Excellent verbal and written communication skills.
• Ability to work under pressure and to meet deadlines.
• Pro-active multitasker.
• Good time management.
• Clear problem solver who seeks solutions independently.
• Experience working towards targets and reporting updates.
• Experience managing competing priorities.

Attributes

• Presentable appearance.
• Good team worker.
• Reliable.
• Flexible.
• Trustworthy.
• Pro-active and committed.

Qualifications

• Good standard of general education.
• Can evidence commitment to continued professional development.
• Understanding of medical terminology.
• Educated to degree level.

Knowledge

• Ability to work with a diverse group of people at all levels.
• High-quality standards in all communication.
• Good standard of IT skills, i.e. Microsoft Office, Word, Excel and internet/web skills or equivalent.
• Ability to maintain confidentiality at all times.
• Creating written processes such as standard operating procedures.
• Advanced IT skills.
• Car driver with a current, clean UK driving licence.

Experience

• Excellent administration and organisational skills.
• Problem-solving skills and decision-making.
• Proven experience of working in a customer-facing environment and making improvements to processes.
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