Assistant Service Manager

Chelsea and Westminster Hospital NHS Foundation Trust; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading NHS Trust in Greater London is seeking an experienced Assistant Service Manager for the Fertility Centre. The successful candidate will oversee daily operational management, supervise staff, and enhance patient experiences, ensuring the highest standards of healthcare delivery. Candidates should have strong leadership skills and a background in managing healthcare teams. This role demands proactive involvement in service audits and patient complaints management. Apply now to join this crucial role in health service delivery.

Benefits

Comprehensive staff benefits

Opportunities for professional development

Supportive working environment

Qualifications

• Experience in managing a team in a healthcare setting.
• Strong leadership capabilities to direct administration staff.
• Ability to resolve patient and staff complaints promptly.

Responsibilities

• Supervise day-to-day operations of the healthcare unit.
• Manage staff rotas ensuring adequate coverage.
• Conduct service audits and ensure compliance with best practices.

Skills

Team management

Operational management

Data accuracy

Communication skills

Job description

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Detailed Job Description and Main Responsibilities

1. To support overall delivery of the NHS and Private ACU service, providing hands‑on operational day‑to‑day management to deliver services in line with expectations, taking timely corrective action as required.

   • Provide management direction and leadership to administration staff.
   • Promote and maintain positive working relationships with consultants, clinical professionals, wards and hospital departments to ensure the smooth running of ACU within the Trust.
   • Support the operational and senior managers with the investigation and co‑ordination of complaints. Ensure that corrective action is taken in response to patient feedback.
   • Resolve any non‑clinical issues arising on a day to day basis and, when appropriate, escalated.
   • Attend local team meetings and cascade key messages to staff, ensuring that effective communication systems are in place.
   • Ensure effective clinic utilisation and capacity planning, identifying where there are inefficiencies or lack of capacity and take steps to address those issues.
   • Play a key role in ensuring effective systems of capturing high‑quality data are in operation and all data sets are submitted to a high level of accuracy in line with required timescales.
   • Manage small service changes or assist in wider change programmes as required, ensuring thorough planning, scoping, stakeholder engagement, patient communication and resource planning.
   • Proactively take steps to ensure compliance with internal and external governance and best‑practice requirements.
   • Design and implement audits of the service.
   • Assist the Head of Operations and Service Manager in the production, implementation and revision of operational policies.
   • Maintain and enforce all standards of documentation on all hospital systems, including Compucare and Cerner, to ensure that all care episodes are entered, kept accurate and up‑to‑date.

2. Staff Management

   1. Day‑to‑day supervision and management of the staff within the service to ensure that they deliver an effective quality service to patients, actively managing poor behaviour, attendance, annual leave, sickness and performance, in line with Trust policies.
   2. Manage the staff rota for each area to ensure that appropriate cover is provided for each service as required.
   3. Ensure that staff are correctly trained and that they understand their roles and responsibilities.
   4. Ensure that all staff have and wear the appropriate uniform whilst at work.
   5. Ensure that sufficient staff are adequately trained to be able to provide cross‑cover for their respective roles.
   6. Assist in the appraisal and personal development process, setting appropriate objectives and reviewing staff as appropriate.
   7. Be actively involved in recruitment processes for new staff.
   8. Manage and monitor bank staff usage, ensuring that this is within the budget set out annually.
   9. Co‑ache the team to deliver exceptional care and service, ensuring that we are meeting all expectations of the patients and consultants and delivering on any timescales promised.

3. Patient Experience

   1. Resolve any issues and complaints raised by patients, staff or clients as swiftly as possible, and to escalated these as appropriate if this is not possible.
   2. Investigate and draft complaint responses on behalf of the Operational Manager and implement changes if needed.
   3. Attend the monthly quality meetings and make changes as necessary.
   4. Ensure that patient satisfaction questionnaires and other feedback is collected and monitored on a regular basis.
   5. Work with the facilities and support team staff within the unit to ensure that the highest quality service is provided to the patients and clients.

4. Administrative Responsibilities

   1. Maintain and enforce all standards of documentation on both Compucare, evolve, Cerner and Meditex to ensure that all care episodes are entered and kept accurate and up to date.
   2. Management of all patient information in line with data protection policies in place at the Trust including ensuring that all patients are recorded on both on systems.
   3. Provide daily activity reports to the Operational Manager.
   4. Keep updated on all Trust Policies and procedures by attending any advertised briefings as and when they arise.
   5. Ensure all CCG funding requests are submitted in a timely manner.

5. Operational Management

   1. Support the Service Manager in overall delivery of the NHS and Private ACU service, providing hands‑on operational day‑to‑day management.
   2. Provide management direction and leadership to administration staff.
   3. Promote and maintain positive working relationships with consultants, clinical professionals, wards and hospital departments to ensure the smooth running of ACU within the Trust.
   4. Support the service manager with the investigation and co‑ordination of complaints. Ensure that corrective action is taken in response to patient feedback.
   5. Resolve any non‑clinical issues arising on a day to day basis and escalated as appropriate.
   6. Attend local team meetings and cascade key messages to staff ensuring that effective communication systems are in place.
   7. Ensure effective clinic utilisation and capacity planning, identifying where there are inefficiencies or lack of capacity and take steps to address issues.
   8. Play a key role in ensuring effective systems of capturing high‑quality data are in operation and all data sets are submitted to a high level of accuracy in line with required timescales.
   9. Manage small service changes or assist in wider change programmes as required ensuring thorough planning, scoping, stakeholder engagement, patient communication and resource planning.
   10. Proactively take steps to ensure compliance with internal and external governance and best‑practice requirements.
   11. Design and implement audits of the service.
   12. Assist the Head of Operations and Service Manager in the production, implementation and revision of operational policies.
   13. Maintain and enforce all standards of documentation on all hospital systems, including Compucare and Cerner, to ensure that all care episodes are entered, kept accurate and up‑to‑date.
   14. Provide management direction and leadership to all administration staff in the Unit.

6. Financial Management

   1. Ensure that all patients receive an invoice on discharge.
   2. Obtain full payment in advance from self‑pay clients, and obtain further advances as required to ensure that the Trust does not incur any debt.
   3. Ensure cash is appropriately accounted for as per the cash handling policy, and work with the finance team to investigate any variations.
   4. Manage staff budgets and bank cover within the agreed constraints.
   5. Carry out weekly checks to correlate Cerner and other systems to Compucare to ensure that all income has been identified, invoiced and collected.
   6. Play an active role in identifying areas where expenditure can be reduced or further income generated.
   7. Participate in business planning and identification of income generation and cost reduction schemes.
   8. Undertake detailed analysis of specific projects/reports requiring high levels of analytical input.
   9. Contribute to the production of performance information, taking a lead for specific projects.
   10. Support the development of Service Leads and the implementation of systems for succession planning.

7. Other Responsibilities

   1. Ensure all communication, which may be complex, contentious or sensitive, is undertaken in a responsive and inclusive manner, focusing on improvement and ways to move forward.
   2. Ensure all communication is presented appropriately to the different recipients, according to levels of understanding, type of communication being imparted and possible barriers such as language, culture, understanding or physical or mental health conditions.
   3. Keep updated on all relevant Trust Policies and procedures by attending any advertised briefings as and when they arise.
   4. Maintain statutory and mandatory training at the appropriate level for both self and direct reports.

Person Specification

Experience

Essential criteria

• Experience in managing team

Important

• The closing date given is a guide only. There may be some occasions when we have to close a vacancy once sufficient applications have been received. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly as this is how we will communicate with you throughout the recruitment process.
• If you have not heard from us within 3 weeks after the closing date, we regret that this usually means your application was not successful.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine‑readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.

Documents to download

• Assistant Service Manager - Fertility Centre (PDF, 976.2KB)
• Assistant Service Manager - Fertility Centre (PDF, 632.5KB)
• Guidance for applicants (PDF, 85.4KB)
• Policy Statement (PDF, 144.5KB)
• Staff Benefits and Wellbeing (PDF, 196.5KB)
• Recruitment Pack (PDF, 2.8MB)