Assistant Service Manager

London North West Healthcare NHS Trust; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

London North West University Healthcare NHS Trust is seeking an experienced operational administrator to support day-to-day management of Acute Medicine, SDEC and Infectious Diseases. You will coordinate administrative support across services and help maintain smooth daily operations.

The role focuses on data capture, activity reporting, KPIs and performance monitoring, ensuring timely patient flow and high-quality patient experience.

Responsibilities

• Support day-to-day operational management of Acute Medicine, Medical SDEC and Infectious Diseases, ensuring safe, efficient and patient-centred service delivery.
• Provide full and flexible administrative support across all service areas, ensuring robust systems and smooth daily operations.
• Maintain efficient and accurate data capture systems to support activity reporting, coding, KPIs and performance monitoring.
• Contribute to delivery of patient-centred services ensuring high-quality patient experience and timely access to care.
• Deputise for the Service Manager when required, providing operational leadership and decision-making support.
• Analyse operational and performance reports and work with SDM/GM to address capacity gaps and service pressures.
• Monitor the patient journey ensuring investigations, results and clinical actions occur in a timely manner to optimise flow.

Job description

· Support day-to-day operational management of Acute Medicine, Medical SDEC and Infectious Diseases, ensuring safe, efficient and patient-centred service delivery. · Provide full and flexible administrative support across all service areas, ensuring robust systems and smooth daily operations. · Maintain efficient and accurate data capture systems to support activity reporting, coding, KPIs and performance monitoring. · Contribute to delivery of patient-centred services ensuring high-quality patient experience and timely access to care. · Deputise for the Service Manager when required, providing operational leadership and decision-making support. · Analyse operational and performance reports and work with SDM/GM to address capacity gaps and service pressures. · Monitor the patient journey ensuring investigations, results and clinical actions occur in a timely manner to optimise flow. · Communicate patient-related information professionally using tact, discretion and Caldicott principles. · Handle enquiries professionally from patients, relatives, clinicians and external stakeholders. · Maintain confidentiality in line with Trust policy, Data Protection Act and information governance standards. · Ensure high organisational standards including timely scanning, record handling and administrative accuracy. · Manage personal workload to meet corporate and personal deadlines. · Prioritise urgent and important tasks to maintain service continuity. · Delegate tasks effectively ensuring staff competence and accountability. · Organise staff briefings and meetings including minute-taking and shared-drive storage. · Support operational and financial performance through monitoring, reporting and escalation. · Participate in capacity and demand planning across Acute Medicine, SDEC and ID. · Facilitate collaborative working across clinical and non-clinical teams. · Promote shared divisional vision ensuring staff understand and contribute to Trust objectives. · Build effective MDT partnerships enabling staff to influence service improvement. · Identify and implement service changes with SDM support. · Use a problem-solving approach to address operational challenges. · Monitor and deliver KPIs including DM01, RTT, LOS and elective activity. · Analyse activity and outcome data and present findings clearly. · Monitor Business Intelligence reports including coding, clinic outcomes and discharge summaries. · Investigate data issues and escalation discrepancies appropriately.

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond. Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people. We run major acute services at:

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark's Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.