(*) Operational Manager - Outpatients Referral & Communication Team

Southend University Hospital NHS Trust; Basildon; On-site; GBP 42,000 - 56,000; Full time

Job summary

Southend University Hospital NHS Trust in Basildon is seeking an Operational Manager for the Outpatients Referral & Communication Team. You will lead Booking Clerks, Receptionists and Administrators, manage day-to-day operations and drive a patient-centred service.

The role requires autonomous working, rostering, performance appraisals, and liaison with clinicians to maintain capacity and waiting lists. Prior management experience is advantageous.

Responsibilities

• Manage the day to day functions of the department, coordinating management responsibilities with Supervisors
• Coordinate and authorise rotas including annual leave and sickness with Supervisors, monitoring sickness levels and conducting back to work interviews
• Conduct performance appraisals and review personal development plans across the team
• Excellent knowledge of the Trust systems and Contact Centre Systems including: Electronic Patient Record (EPR, ERS) and EMR
• Oversee that new appointments and Follow ups are booked in chronological and Priority order and liaise with Service Unit Managers and Clinicians when capacity is not available
• Ensure all clinic capacity is fully utilised, coordinating clinic cancellation requests and template changes in line with the Trust Waiting Policy
• Monitor outpatient waiting times and patient tracking lists for all specialties booked by the team
• Hold team meetings and deliver relevant messages
• Liaise with Consultants, GPs, medical and nursing staff as required to cover clinical issues and ensure a patient focused service

Job description

(**) Operational Manager - Outpatients Referral & Communication Team

Company:

Company: Southend University Hospital NHS Trust

A Vacancy at Mid and South Essex NHS Foundation Trust.

We are looking for someone to join our Outpatients Referral and Communications Team as our new Operational Manager in Basildon.

As our Outpatients Operational Manager you will guide and support a friendly and hardworking team of Booking Clerks, Receptionists and Administrators whilst also managing the day-to-day function of the team, and driving positive and proactive service delivery to our patients awaiting referrals or treatments.

You will be expected to work autonomously, managing the demands of your day, prioritising both your work and the team’s work and escalating concerns/ issues with your manager in a timely manner. So, experience of managing or leading a team is advantageous for this role.

If successful, some of your duties will be to:

• Manage the day to day functions of the department, coordinating management responsibilities with Supervisors
• Coordinate and authorise rotas including annual leave and sickness with Supervisors, monitoring sickness levels and conducting back to work interviews
• Conduct performance appraisals and review personal development plans across the team
• Excellent knowledge of the Trust systems and Contact Centre Systems including: Electronic Patient Record (EPR, Electronic Referral System (ERS) and Electronic Medical Record (EMR)
• Oversee that new appointments and Follow ups are booked in chronological and Priority order and liaise with Service Unit Managers and Clinicians when capacity is not available
• Ensure all clinic capacity is fully utilised, coordinating clinic cancellation requests and template changes in line with the Trust Waiting Policy
• Monitor outpatient waiting times and patient tracking lists for all specialties booked by the team
• Hold team meetings and deliver relevant messages
• Liaise with Consultants, GPs, medical and nursing staff as required to cover clinical issues and ensure a patient focused service

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.

We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.

For full details about this varied and rewarding role, please see attached job description.

Please be aware that we reserve the right to close this vacancy early if we receive a suitable number of applications.

This advert closes on Wednesday 11 Nov 2026