Genomics Service Support Manager

Synnovis Analytics; Greater London; On-site; GBP 46,000 - 56,000; Full time

Job summary

A leading healthcare analytics provider based in Greater London is seeking a Service Support Manager for the Multi-omic Medicine Service. You will provide day-to-day administrative support, manage IT ticket progress, and assist in recruitment processes. This role requires excellent communication and organizational skills, along with experience in a pathology laboratory. The position offers a salary between £46,418 and £55,046 per annum based on experience.

Benefits

Learning opportunities through Synnovis Academy

Innovation Accelerator Fund for new projects

Qualifications

• Experience of working within a Pathology Laboratory.
• Experience of driving service improvement projects.
• Line management experience and knowledge of HR processes.

Responsibilities

• Monitor and chase progress of IT tickets.
• Support recruitment processes for new starters.
• Assist with onboarding of new staff.

Skills

Verbal and written communication skills

Organizational skills

Interpersonal skills

IT skills (Microsoft Word, Excel)

Problem-solving skills

Ability to handle changing demands

Education

GCSE grades A-C including English and Maths

Leadership/Management qualification

Project management qualification (PRINCE 2)

Tools

Clinical LIMS system

Job description

The purpose of this post is to provide day to day support to the Multi-omic Medicine Service Operations Leads, driving progress with HR and IT requests and ensuring timely resolution. They will provide administrative support to the Operations Leads; minuting meetings, monitoring and responding to service delivery emails, as well as taking a lead role in the administration of all projects to monitor progress, complete actions and support their conclusion to target timelines. Their workload will be largely directed by the Multi-omic Medicine Operations Leads and they will be required to escalate to the Operations Leads as appropriate.

Key Relationships

The Service Support Manager will be expected to work closely with the Operations Leads for the Mutli-omic Medicine team. The Service Support Manager will also foster key working relationships with the following:

• Technical and Clinical Scientist teams within The Multi-omic Medicine Service of the South East GLH based at KCH
• Operations Leads for other genomics services within the South East GLH
• Administrative and Managerial staff
• Multi-omic Medicine Service Delivery Manager
• Genomics Quality Lead
• Synnovis IT team
• Synnovis Recruitment team
• Synnovis Finance team

Main duties of the job

The Synnovis Mult-omic Medicine Service is based at King's College Hospital and provides a range of genomic tests for both rare diseases and cancer.

The purpose of this job will be:

• Raise, monitor and chase the progress of IT tickets
• Attend relevant meetings and drop in sessions with IT teams
• Monitor and support the progression of Recruitment processes
• Support monthly Service review for the Multi-omic Medicine team
• Attend operational and governance meetings to ensure awareness of general goings on across Genomics and deputise for Operational Leads as required
• Attend Operations meetings for the Multi-omic Medicine team to keep abreast of service as well as taking minutes and reviewing actions
• Help to support Operations Lead diary management i.e. arranging meetings with other members of Synnovis and booking meeting rooms as needed
• Deputise for the Operations Leads where necessary and where appropriate for their role
• Take a lead role in the administration of ongoing and new projects
• Coordination of samples being sent to other laboratories and supporting with the tracking of reports returned, highlighting concerns such as TAT delays and formatting issues to Ops Leads
• Answers operational email queries within area of expertise or forward on queries to Operational Leads and other team members as appropriate
• Support with quality management for the Multi-omic Medicine team including monitoring or auditing

About us

Your development and learning

You will have a suite of learning opportunities available through The ACCE competencies programme, the Scientific Learning and Development Fund and the Synnovis Academy through which you can receive funding / support for advanced qualifications.

Through our Innovation Accelerator Fund, you can apply for finance to get that new innovative scientific project off the ground, and participate with the wider scientific community through symposiums, conferences and other peer group meetings

Job responsibilities

At Synnovis, we are currently shaping the future of pathology services by creating a world-leading Hub and Spoke pathology network with our NHS partners. A large part of this modernisation will involve moving 70% of our services to a purpose built, state of the art Hub laboratory in the heart of London. For now, the job you are applying for will be based at one of our hospital sites however, from 1 April 2024 our people and services will start to move to our Hub laboratory in Blackfriars, Southwark, SE1, with some work remaining in refurbished essential services laboratories across our hospital network, focusing on the rapid turnover of urgent tests. Please do ask your recruiting manager if you wish to find out more.

This job will be based on-site at Kings College Hospital.The main responsibilities of this job will include the following:

Monitor and chase the progress of IT tickets

• Keep track of open IT tickets within dept, checking in with colleagues as needed to ensure progress
• Provide updates on open tickets to Operations Leads on a regular basis and raise any concerns around progression / resolution
• Raise IT tickets on behalf of Operations Leads as needed, regularly chase and keep Operations Leads updated on progress
• Assist with the onboarding of new staff, such as assisting with ordering equipment and facilitating relevant PC/software logins
• Attend relevant meetings and drop in sessions with IT teams

Monitor and support the progression of Recruitment processes

• Prepare and check VAFs and send to Operations Leads for reviewTrack and support recruitment processes for new starters (internal and external) as required as well as organising all employee onboarding and IT access ahead of their start date.
• Update SDM on start dates/progress of actionsMonitor staff on Clarity and renew contracts or log new vacancies as required
• Support with the resolution of issues with Clarity or timesheet submission and flag any outstanding Clarity approvals to Operations Leads

Complete monthly Service review for the Multi-omic Medicine team

• Complete RAG reports and Lab highlight report for review by Operations Leads
• Monitor service output, flagging the presence of any backlog
• Monitor the effectiveness of any quality improvement measures taken to support service delivery
• Support preparation of information for feedback to Service Delivery, GLH Operational Managers and NHSE
• Support Operations Leads with the implementation of service improvement plans and attend SIP meeting

Attend operational and governance meetings to ensure awareness of general goings on across Genomics and deputise for Operational Leads as required

Attend Operations meetings for the Multi-omic Medicine team to keep abreast of service as well as taking minutes and reviewing actionsHelp to support Operations Lead diary management i.e. arranging meetings with other members of Synnovis and booking meeting rooms as needed

Deputise for the Operations Leads where necessary and where appropriate for their roleTake a lead role in the administration of ongoing and new projects

• Tracking completion against key timelines
• Minuting meetings
• Completing actions appropriate to role
• Liaising with other stakeholders and departments involved

Coordination of samples being sent to other laboratories and supporting with the tracking of reports returned, highlighting concerns such as TAT delays and formatting issues to Ops Leads

Answers operational email queries within area of expertise or forward on queries to Operational Leads and other team members as appropriate

Support with quality management for the Multi-omic Medicine team including monitoring or auditing;

• Review dates of documents and competencies up for renewal to highlight those nearing deadlines to the scientist and technical teams for completion
• GenQA cases including timely report submission and logging any errors and updates to testing or reporting in response to lab results
• The completion and timely resolution of errors, track trends and work with the Operations Leads to reduce error rate. Support to ensure appropriate preventive action has been taken and provide feedback to colleagues/at relevant meetings
• Any relevant audits required as part of backlog monitoring or future service planning

Synnovis is a pathology partnership between SYNLAB UK and Ireland, and the NHS, including sites, Guys & St Thomas NHS Foundation Trust and Kings College Hospital NHS Foundation Trust, to deliver and transform pathology services across South East London.

The partnership provides services to 1.7 million people living in South East London, as well as to hundreds of thousands of patients from outside the region who use local healthcare services.

The partnership provides diagnostics, testing and digital pathology for hospital trusts, GP services and other healthcare providers.Kings College Hospital Foundation Trust is one of the UKs leading NHS Foundation Trusts in specialist teaching. Kings has various divisions including Neurosciences, Haematology, Cancer and Cardiovascular sciences, where there are unlimited opportunities to develop and perfect your career.

Over the last 170 years, Kings has delivered nothing but world class service to all its patients from deprived communities as well as some of the wealthiest in London.

Person Specification

Qualifications

• GCSE grades A-C including English and Maths
• Evidence of significant personal development through formal courses and/or experience
• Hold a Leadership/Management qualification such as the Synnovis MDP or Similar
• Have completed appropriate personnel management training e.g. recruitment and appraisal training
• Hold a project management qualification i.e. PRINCE 2
• Quality Management qualifications
• Health and Safety qualifications

Experience

• Experience of working within a Pathology Laboratory
• Experience of working with a clinical LIMS system
• Experience of driving service improvement projects which impact a variety of different stakeholders
• Worked in a patient focused environment
• Experience of working within a Genomics Laboratory
• Knowledge of managing referrals for Genetic testing
• Previous experience of quality improvement to improve turnaround times and working to targets
• Able to demonstrate initiative and Leadership
• Line management experience and knowledge of personnel issues and HR processes

Skills & Knowledge

• Excellent verbal and written communication skills
• Good organisational skills
• Evidence of good interpersonal skills, able to establish and maintain positive working relationships with colleagues at all levels of the organisation
• Maintains high professional integrity in all aspects
• Possess a 'can do' attitude, with a flexible approach to work and the ability to cope with changing demands
• Highly motivated and a commitment to service delivery and patient care
• Good IT skills o Use of Microsoft Word o Use of Excel
• Knowledge of operational managerial techniques Understanding of workflows in a clinical laboratory

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Depending on experience£46,418 to £55,046 per annum depending on experience