Service Manager - Outpatients

Imperial College Healthcare NHS Trust; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading NHS Trust is seeking an experienced NHS Service Manager for Outpatients to lead and innovate in delivering efficient outpatient services. The role focuses on supporting patient access, ensuring effective communication across teams, and managing departmental budgets. Ideal candidates will have a degree or extensive operational experience and a strong background in NHS functions. This position offers opportunities for career development within a vibrant team dedicated to high-quality patient care.

Benefits

Career development

Flexible working

Wellbeing initiatives

Qualifications

• Experience managing patient booking systems and processes.
• Understanding local and national health policy and its implications within the NHS.
• Experience of leading meetings.

Responsibilities

• Manage and lead the Outpatient Access department.
• Optimise the use of outpatient clinics through efficient patient scheduling.
• Support the implementation and development of the Cerner System.

Skills

Excellent verbal, written, report writing and presentation skills

Management of conflict / excellent negotiation skills

Analysis of complex data, problem solving, and benefits analysis

Proven excellent organisation, administrative and management skills

Education

Degree level education or extensive operational experience

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Fulfil your potential in hospitals that make history:

Charing Cross, Hammersmith, St Mary's, Queen Charlotte's & Chelsea and Western Eye.

With five world-renowned hospitals, Imperial College Healthcare NHS Trust is full of opportunity if you are looking to develop your healthcare career.

We are an NHS Trust of approximately 16,000 people, providing care for over a million and a half patients from north west London and beyond every year.

We have a rich heritage and an ambitious vision for the future of our patients and local communities.

With our partners, Imperial College London, and The Royal Marsden NHS Foundation Trust, we form Imperial College Academic Health Science Centre, one of 6 academic health science centres in the UK, working to ensure the rapid translation of research for better patient care and excellence in education.

We are proud of our heritage in innovation and we are early adopters of new insights in technologies, techniques and treatments for improving health.

Job overview

Are you ready to lead and innovate in outpatient healthcare services at Imperial College Healthcare NHS Trust? We are seeking an experienced NHS Service Manager for Outpatients to ensure the delivery of efficient and effective Outpatient Access Services.

In this pivotal role, you will work closely with the Deputy General Manager for Outpatient Access to align department processes with Trust targets, including RTT, 18 Weeks, and Cancer Targets.

Your primary focus will be on supporting the Patient Service Centre in delivering exceptional outpatient services, ensuring seamless patient experiences and operational efficiency.

You will foster effective communication across all levels to maintain confidence in the Outpatient Access service among clinicians and administration staff.

You will lead a dedicated team, ensuring effective recruitment, retention, and development of staff aligned with Trust values and policies. Your role will involve managing staff performance, conducting appraisals, and fostering a culture of high morale and motivation.

If you are a determined and proactive leader with extensive experience in NHS operations, adept at managing change and driving service excellence, we invite you to join us in shaping the future of outpatient healthcare services at one of the UK's leading NHS Trusts.

Main duties of the job

• To manage and lead the Outpatient Access department and the Trust's e-referral service.
• To optimise the use of outpatient clinics through the efficient booking and scheduling of patients.
• Ensure effective communication with patients, staff including medical, nursing, clerical, information staff and others inside and outside the Trust.
• To identify and implement means of measuring customer satisfaction with the services provided by the Outpatient Access Team.
• To participate in trust wide strategic planning of Elective Access services in conjunction with the Outpatient Management Team, Divisional Management, and any other partners
• Support the continued implementation and development of the use of the Cerner System.
• Implement plans to meet the cost reduction programme. All service improvement is to meet Quality, Innovation, Productivity and Prevention (QIPP) requirements.
• Manage delegated budgets in line with Trust policy and ensure that services are delivered efficiently and effectively within allocated budgets, whilst meeting performance targets and ensuring those services are kept under constant review.

Working for our organisation

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.

Person specification

Education

Essential criteria

• Educated to degree level OR extensive operational experience

Desirable criteria

• Evidence of personal development

Experience

Essential criteria

• Experience of managing patient booking systems and processes
• An understanding of local and national health policy and its implications within the NHS.
• Experience/understanding of the following areas: health and safety, risk management, modernisation and clinical governance
• Experience of leading meetings

Skills

Essential criteria

• Excellent verbal, written, report writing and presentation skills
• Management of conflict / excellent negotiation skills
• Analysis of complex data, problem solving, and benefits analysis
• Proven excellent organisation, administrative and management skills

Right to work

If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on UK Visas and Immigration - GOV.UK

Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Job Description (PDF, 786.4KB)
• Functional requirements (PDF, 272.6KB)
• Our Strategy 2023-25 (PDF, 230.4KB)