Outpatient Support Services Manager

Bristol NHS Foundation Trust; Park Way; Presencial; BRL 291 000 - 444 000; Tempo integral

Descrição da oferta de emprego

Education And Qualifications

Essential criteria

Knowledge, Skills And Abilities

Essential criteria

Experience

Essential criteria

North Bristol NHS Trust (NBT) and University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) have merged as of 1st July 2026 to become Bristol NHS Foundation Trust. This creates an exciting future that brings together the best of both organisations. As a single, strong and sustainable organisation, we will not only be able to deliver better outcomes for our patients and fairer care for our population, but it will also provide greater opportunities for our people. Bristol NHS Foundation Trust recognise the value of a healthy work-life balance. When applying, speak to us about how we might be able to accommodate flexible working, so your work life fits around your home life. We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under-represented within the Trust. Our job adverts may close as soon as sufficient applications have been received. Considering this, if you are interested in this role. Generative artificial intelligence (AI) describes algorithms that can be used to produce new content, including audio, code, images, text, simulations, and videos. It is developing all the time and is now being used as a support mechanism for all kinds of content-based creations. Please note the use of AI is monitored and if applicants have used it then they are required to declare this.

Job Overview

We are seeking an experienced, organised and highly motivated Support Services Manager to join Centralised Outpatient Services within the Southmead Operating Unit at Bristol NHS Foundation Trust.

Centralised Outpatient Services supports approximately 40 specialty services and plays a vital role in ensuring patients receive timely, efficient and high-quality outpatient care across Southmead Hospital, Cossham Hospital and peripheral locations.

Responsibilities

As a key member of the management team, you will be responsible for the operational management and coordination of several administrative and clerical services, which will include one or two of the following:

• Patient Contact Centre
• Booking Team
• Referrals and Distribution Services
• Reception and Welcome Desk Services

The successful candidate will have significant experience of outpatient services and patient pathway management, together with a comprehensive understanding of administrative and clerical processes, procedures and performance standards. You will have a proven track record of leading and developing Band 2, 3 and 4 staff, including responsibility for recruitment, induction, training, appraisal, attendance and performance management.

A strong working knowledge of healthcare information systems and their application is essential. Excellent communication, organisational and problem-solving skills are required, along with the ability to work effectively with multidisciplinary teams.

Main duties of the job

We are looking for a proactive, visible and supportive manager who leads by example and is committed to working closely with operational, administrative and clinical colleagues to deliver high-quality outpatient administrative services.

The post holder will provide positive, hands-on operational leadership, driving high service standards, monitoring productivity and performance, supporting continuous improvement and ensuring the consistent delivery of high-quality patient-centred services in a busy and demanding environment.

This role requires significant experience of outpatient services, a good understanding of the BNSSG Access Policy, patient pathways and associated administrative processes. The successful candidate will be expected to provide expert operational leadership and support from the outset, making this knowledge and experience essential.

You will be passionate about enhancing the patient experience through developing people, improving services and supporting a culture of continuous improvement, helping to shape the future delivery of outpatient services.

Working for our organisation

Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations, operating from three main sites at Southmead, Bristol city centre and Weston.

With an annual turnover of £2.3 billion, we are now one of the largest NHS trusts in the United Kingdom. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone’s throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer.

Bristol NHS Foundation Trust values all people as individuals. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we’re meeting our pledge.

Detailed Job Description And Main Responsibilities

Person specification

Education And Qualifications

Essential criteria

• Educated to a minimum of 3 GCSEs or equivalent
• GCSE English Language (grade C/4 or above) or evidence of a high standard of written and verbal English
• GCSE Mathematics (grade C/4 or above) or evidence of a high standard of numeracy or equivalent qualification
• Evidence of continuing professional development (CPD) relevant to the role

Desirable criteria

• A-level and degree-level qualifications or equivalent management qualifications or experience

Knowledge, Skills And Abilities

Essential criteria

• Ability to support service improvement initiatives, and contribute to the implementation of new processes and procedures
• Ability to use information and data to support service delivery and performance monitoring
• Lead, motivate, develop and engage teams to achieve service objectives
• Good knowledge and understanding of the BNSSG Access Policy and its application within outpatient services
• Ability to provide functional guidance, training and support to others in the use of systems and processes
• Ability to work independently, prioritise competing demands, investigate complex queries and use sound judgement to make appropriate operational decisions
• Strong problem-solving skills, with the ability to identify service or process issues and develop and implement practical solutions
• Ability to work under pressure, managing competing priorities and meeting deadlines
• Accurate and efficient keyboard skills, with experience of inputting, updating and maintaining electronic data records

Experience

Essential criteria

• Proven experience of leading and managing administrative and clerical teams, including recruitment, performance and attendance management and staff development
• Experience of monitoring service activity and performance information
• Thorough understanding of outpatient services, including relevant procedures, processes and operational challenges
• Significant experience of administrative and clerical processes and procedures
• Extensive experience of hospital information systems, including CareFlow Electronic Patient Record (EPR) and NHS Electronic Referral Service (ERS) and other relevant systems
• Proficient in the use of Microsoft applications, particularly Word and Excel
• Experience of delivering customer-focused services within a healthcare setting

Personal Qualities

Essential criteria

• Ability to deal with issues calmly, professionally and methodically, with a strong attention to detail
• Excellent communication and interpersonal skills, with the ability to build effective working relationships across multidisciplinary teams
• Strong understanding of, and commitment to, patient confidentiality, information governance and data protection requirements

• As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application to ensure we’re meeting our pledge.
• The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers.
• BFT is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
• To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview.
• If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.
• The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
• By applying for this post, you are agreeing to Bristol NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
• Please be aware of scams - unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.

Important

Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts. We may also contact you by texting the mobile number, if provided, on the application form.

Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore, if you are interested and you meet the requirements of the Person Specification

Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.

As a guide interviews should usually take place within 3 weeks of the closing date.

When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity.