Service Support Manager

Imperial College Healthcare NHS Trust; Greater London; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Career development

Flexible working

Wellbeing

Staff recognition scheme

Cycle to Work

Car lease schemes

Season ticket loan

Onsite leisure facilities

Job summary

Imperial College Healthcare NHS Trust invites applications for a Service Support Manager in the Renal and Transplant Directorate at Hammersmith Hospital. The role focuses on supporting the delivery of elective admissions and the theatre programme, ensuring effective patient pathways and robust waiting list management.

You will lead administrative activities, support RTT performance, and work closely with clinical and operational teams to maintain high-quality patient flow across sites.

Qualifications

• Dynamic, highly motivated with excellent interpersonal and organisational skills.
• Experience of operational service delivery.
• Experience of inpatient waiting list management.
• Experience with theatre planning and elective admissions.

Responsibilities

• Plan and coordinate daily administrative work for the service so that clinics, appointments and patient pathways run smoothly.
• Promote clear, courteous and patient-centred communication across the administrative team.
• Role-model compassionate, inclusive and professional leadership aligned with Trust values.
• Monitor use of pay and non-pay resources within the administrative team and flag variances or risks to senior managers.
• Maintain learning and development and support continuous improvement in the team.
• Provide cross-cover for key administrative duties to maintain safe and responsive services for patients (including cross-site, evening and weekend work).
• Follow Trust policies and identify/improve ineffective processes.

Skills

Interpersonal skills

Organisational skills

Operational service delivery

Theatre planning

Elective admissions

RTT performance

Tools

P2 reporting

Job description

An exciting opportunity has arisen to join the Renal and Transplant Directorate at Hammersmith Hospital as a Service Support Manager, supporting the delivery of our elective admissions and theatre programme.

We are looking for a dynamic, highly motivated individual with excellent interpersonal and organisational skills and experience of operational service delivery. The successful candidate will play a key role in supporting effective patient pathways, with responsibility for inpatient waiting list management, P2 reporting, theatre planning and elective admissions.

The post holder will support the day-to-day operational delivery of the service, working closely with clinical and operational teams to ensure patients are managed effectively through their elective pathway. The role will have a particular focus on supporting RTT performance, theatre utilisation, delivery of elective activity against plan and maintaining effective patient flow.

• Plan and coordinate daily administrative work for the service so that clinics, appointments and associated patient pathways run smoothly and efficiently.
• Promote clear, courteous and patient-centred communication across the administrative team, ensuring information given to patients, carers and staff is accurate, timely and easy to understand.
• Role-model compassionate, inclusive and professional leadership, promoting a positive, supportive team culture aligned with Trust values.
• Support cost-effective service delivery by monitoring the use of pay and non-pay resources within the administrative team and flagging variances or risks to senior managers.
• Maintain own learning and development, actively seeking feedback and development opportunities and supporting a culture of continuous improvement in the team.
• Provide cross-cover for key administrative duties (for example reception or call handling during peak demand) to maintain safe and responsive services for patients This may include working cross site as well as evening and weekend cover.
• Follow Trust and departmental policies, procedures and agreed protocols, identify and suggest improvements where processes are not working effectively.

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.

Environmental sustainability

Climate change and poor air quality is a health emergency that harms people’s health and wellbeing and widines health inequalities. The Trust is also committed to reducing its impact on the environment by reducing our greenhouse gas emissions to Net Zero by 2045. All our employees have a role to play, and we have an active green network that supports staff to act in ways that ensures that our services are efficient, sustainable and reduce our impact on the environment www.imperial.nhs.uk/about-us/our-strategy/green-plan.

For further details / informal visits contact: Name: Nadine MacLean Job title: Business Manager Email address: [e-mail] Telephone number: 0203 313 5175