Deputy Outpatients Manager (Operations)

Cardiff and Vale University Health Board; Dorking; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

NHS Pension Scheme

27 days annual leave

Free onsite parking

Job summary

Dorking Healthcare (DHC) is seeking a Deputy Outpatients Manager (Operations) to lead day-to-day delivery across multiple pathways, ensuring safe, efficient and patient-centred care. You will work with the Outpatients Service Manager and other deputies to drive performance, improvement projects and staff development.

The role involves rotational Saturday cover (1 in 3) and collaboration with internal teams and external partners to shape service transformation and maintain high patient experience.

Qualifications

• Educated to degree level.
• Experience leading operational teams.
• Knowledge of NHS performance targets and patient pathway management.

Responsibilities

• Provide day-to-day operational leadership across outpatient services and patient pathways.
• Line management and staff development within teams.
• Drive service improvement, governance and incident/complaint management.

Skills

Administration

Communication skills

Problem solving

Time management

Leadership experience

Change management

Data analysis

HR knowledge

Education

Educated to degree level

Tools

Systmone

Microsoft Office

Job description

Are you an experienced operational leader who thrives in a fast-paced environment and is passionate about delivering outstanding patient care? We are looking for a proactive and highly organised Deputy Outpatients Manager (Operations) to play a key role in the leadership and development of our growing outpatient services. Working closely with the Outpatients Service Manager and Deputy Outpatients Manager (Services), you will provide day-to-day operational leadership across multiple teams and patient pathways, helping to ensure services are safe, efficient and patient-focused. You will support service improvement projects, manage operational challenges, lead and develop staff, and use data and insight to drive performance and continuous improvement. This is an excellent opportunity for someone who enjoys problem solving, building strong relationships and making a tangible difference to both patient experience and service delivery. You will have the opportunity to contribute to service transformation initiatives, support the development of new pathways and services, and help shape the future of our outpatient provision., As Deputy Outpatients Manager (Operations), you will play a key role in the day-to-day leadership of our outpatient services, supporting the delivery of safe, efficient and patient-centred care. You will work closely with the Outpatients Service Manager and wider leadership team to oversee multiple operational teams, manage patient pathways, resolve operational challenges and drive continuous improvement across services. You will act as the primary escalation point for day-to-day concerns raised by patients, staff, clinicians and external partners, requiring excellent problem-solving, communication, relationship-building and people management skills. The role offers a varied workload including staff management, performance monitoring, incident and complaint management, governance activities, service development projects and the implementation of new ways of working. Our clinics operate Monday to Saturday, and the post holder will participate in a rotational management cover arrangement on Saturdays, 1 in 3., The Deputy Outpatients Manager (Operations) will work closely with the Deputy Outpatients Manager (Services) and the Outpatients Service Manager to support the safe, effective and efficient delivery of outpatient services. They will provide day-to-day operational leadership, acting as the escalation point for operational issues and ensuring that patient experience remains at the heart of service delivery and decision-making. The post holder will provide operational leadership across outpatient services, supporting the delivery of high-quality patient pathways whilst contributing to service development, transformation initiatives, governance, workforce management and continuous quality improvement. They will work collaboratively with internal teams, clinicians and external partners to drive performance, improve processes and ensure organisational objectives, contractual requirements and patient expectations are met. The role will support the Outpatients Service Manager in overseeing the teams within Outpatients, including Referrals In, Reception, Pathways, Medical Secretaries and Referrals Out. Responsibilities will include line management, service improvement, developing effective relationships with third-party providers, supporting new service developments, and reviewing, developing and implementing standard operating procedures.

In return, you will join a supportive and forward-thinking organisation committed to high-quality patient care, innovation and continuous improvement. If you are a motivated leader with strong organisational skills, excellent attention to detail and a passion for improving healthcare services, we would love to hear from you., The successful candidate will have excellent attention to detail, strong organisational and problem-solving skills, and the ability to prioritise a varied workload whilst exercising initiative and sound judgement. They will maintain a high level of professionalism, confidentiality and diplomacy, and demonstrate a commitment to delivering outstanding patient care and operational excellence.

• Understanding of medical terminology
• Educated to degree level
• Management qualification (ILM Level 3/5 or equivalent)., Can do attitude.
• Presentable appearance.
• Good team worker.
• Reliable.
• Flexible.
• Trustworthy.
• Pro-active and committed., Experience leading operational teams.
• 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
• Experience in being proactive & self-led
• Holding ownership of tasks through to delivery
• Evidence of building strong relationships with internal & external stakeholders
• Experience managing change and service improvement initiatives.
• Incident investigation
• Experience analysing and interpreting performance data.
• Responding to customer complaints, Knowledge of Systmone, our electronic patient management system
• Experience working within healthcare services., Knowledge of the principles of effective communication with a diverse range of people and the importance of maintaining high standards in both written and verbal correspondence.
• Knowledge of process documentation and the development, review and implementation of standard operating procedures and working practices.
• Understanding HR life cycle processes and UK employment law
• Understanding of information governance and data protection requirements., Understanding of NHS performance targets and patient pathway management.
• Advanced IT skills
• Able to travel independently between DHC sites as required.
• Excellent verbal and written communication skills
• Ability to work under pressure and to meet deadlines
• Pro-active multitasker
• Time Management
• Patient focused
• Clear problem solver who seeks solutions independently
• Experience working towards targets and reporting updates
• Experience managing competing priorities
• Knowledge of Microsoft Office applications, including Word, Excel, Outlook and Teams, and their use in supporting operational management, reporting and communication.
  Dorking Healthcare (DHC) is a CQC-rated Good healthcare provider delivering a wide range of NHS services across Surrey and Sussex. We are passionate about improving access to care, reducing waiting times and providing excellent patient experiences. Our outpatient services continue to grow and evolve, creating opportunities for innovation, service improvement and professional development.

We embrace new ideas and give our teams the opportunity to make a real difference. You will be joining a friendly and collaborative management team that works closely together to support each other, solve problems and continually improve the services we provide. We value individuals who take ownership, seek solutions and are motivated by making a positive difference for patients and colleagues.

DHC is committed to promoting equality, diversity and inclusion. We welcome applications from people of all backgrounds and are committed to equal opportunities for all.

• Competitive salary
• Membership of the NHS Pension Scheme
• 27 days annual leave plus bank holidays, increasing with length of service
• Access to an Employee Assistance Programme
• Ongoing training, development and career progression opportunities
• Opportunities to lead and contribute to service development and transformation projects
• Free onsite parking at some locations (subject to availability)
• Annual staff satisfaction surveys and active employee engagement initiatives