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Referrals and Bookings Deputy Service Manager

Job Description

To development and manage the referrals and bookings centre across the Trust.

To manage the Outpatient admin team.

To manage the referrals and bookings centre and team.

Responsible for the operational and performance management of all referrals into the organisation, ensuring that patient information and referrals are processed in accordance with policy and standard operating procedures

Responsible for Key performance targets and outcomes.

To oversee the management of the clinic templates in accordance with the needs of the Consultants, amending where necessary to ensure the templates allow for the smooth running of the clinics.

Contributes to business planning along with all service managers to ensure that the referrals and bookings team is appropriately resourced and organised.

This role will include managing the delivery of local and national qualitative and quantitative service targets, the management of staff, the management of resources and contributing to the many service development initiatives ongoing with the division. The post holder will also be required to lead and manage appropriate a range of defined services and deputise for the Service Manager where necessary.

An exciting opportunity to join our clinical network services division to Work within the team to manage our central referrals and booking team. You will provide direct line management and leadership for the team, supported by the service manager. You will act as deputy to the service manager and support cross cover for annual leave and sickness for other DSM’s within the division

We are looking for a confident, driven individual with some knowledge of referrals and bookings within an NHS environment. You must be able to demonstrate experience of managing admin teams with the ability to communicate with several professional groups within and outside of the trust.

You will be expected to manage the day to day running of the team and respond in a timely way to any queries regarding referrals and bookings. Meeting KPI’s and responding to new pathways and policies is essential in this role, you will also be responsible for the delegation of duties to support the delivery of objectives of the referrals and booking centre.

Delivering a comprehensive and reactive administration service is required with the ability to plan and implement service improvement.

An understanding of cancer targets and standards is required to ensure that targets are achieved.

The Christie is one of Europe’s leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK

Clinical Network services division is responsible for the service management of Protons, radiotherapy, Clinical oncology, SACT services, Haematology, Medical oncology, Outpatients, pharmacy and Physics

The Division has a supportive and warm working culture where your contribution is valued; You will be joining an established team responsible for service management and improvement with the sole objective of improving patient care and experience. Our combined resources, strategies and talented workforce enable us to deliver a wide variety of high-quality services that are based on best practice and are continually improving

DUTIES AND RESPONSIBILITIES

• To manage the referrals and bookings centre for the Trust (includes the management of all over booking requests), ensuring effective relationships with key staff across the Trust.
• To manage the outpatient admin team.
• To be responsible for the delegation of duties to support the delivery of objectives of the referrals and booking centre.
• To undertake line management responsibilities for human resource duties associated with administrative staff within areas of responsibility, such as monitoring of sickness and absence, direct supervision, management of leave and reviewing of PDP’s
• To work with the clinicians, manage clinic templates including amending appointment slots, cancelling, or reducing streams due to annual leave, adding new streams and adding ad hoc or new clinics onto the Patient Administration System (Careflow).
• To be accountable for the overbooking process
• To ensure collaborative working with the Performance Management Team and Outpatient Department.
• To be responsible for the budget for the referrals and bookings centre
• To ensure working practices are in line with Trust policies and procedures
• To assist with maintaining health and safety standards within the team
• To support the Service Manager in the management and development of a wide service portfolio and to deputise for the Service Manager where necessary.
• To support the delivery of high quality, cost effective provision of these Services to the Trust.
• Provide managerial support and ensure that performance targets for these services are effectively monitored and achieved. This will include the identification of risks and actions required to mitigate such risks to ensure timely delivery of the objectives.
• Identify and undertake business development projects for specific services within the directorate working with other departments to ensure service delivery and improved productivity is supported by robust business cases and options appraisals.
• Support services through the production of effective systems and procedures which enable the delivery of services and reporting of activity information by operational staff, linking, where necessary with other departments to co-ordinate arrangements and continuous improvements.
• Provide teams with information about performance and systems and ensure that such information is clearly understood to develop ownership and commitment to service delivery.
• Provide and receive highly complex, sensitive or contentious information which may require effective collaboration with others in department, division or trust to enable a positive outcome.
• Maintain adequate controls on expenditure through the implementation of good budgetary practice for designated staff through effective monitoring.
• General troubleshooting and dealing with departmental matters and correspondence not dealt with elsewhere.
• Delegated responsibility for managing budgets on behalf of the Service Manager where appropriate.
• Investigate complaints and clinical incidents within area of responsibility, ensuring that they are appropriately managed and necessary action taken, including any changes in working practices are implemented to ensure the provision of safe and effective care
• Lead on Root Cause Analysis (RCA) meetings and present findings and proposed actions at Executive Review Group (ERG) meetings.
• Attend appropriate meetings ensuring the views of the department are conveyed and actions are implemented. Work closely with other managers to introduce new processes and improvements within the department, division and across the Trust.
• Provide cross cover for departmental DSM’s as required.

• Holds delegated budgets
• Authorised signatory for payments
• Undertakes day to day budget management duties, including monitoring spend against designated budgets
• Develops and monitors schemes and action plans to implement cash-releasing efficiency savings targets.
• Develops and advises on business cases to enable services to remain financially stable and responsive to the demands placed upon them. Performs detailed and complex option appraisals in order to inform decision making process, to include redesign of service, capital projects.
• Ensures organisational procedures are deployed across department for control of activities against budget
• Ensures that departments work to achieve organisational effectiveness and deliver services within available resources
• Uses and analyses financial information systems to ensure robust financial monitoring and budgetary performance, analyses complex financial queries or discrepancies in budget

• Line management and support of staff within immediate areas of responsibility.
• Manage the administration processes for the recruitment and selection of staff (including setting up the interviews & completing the necessary paperwork for the eventual appointments) and induction process
• Manage the administration processes for temporary cover for annual leave, vacant posts and exceptional cover, for example, for sickness or maternity leave ensuring a smooth transition is maintained at all times
• To lead, supervise and manage staff to ensure that work is done effectively, efficiently and on time
• Handle any concerns of supervised staff relating to both personal and departmental matters and aim to find solutions
• Manage sickness absence in accordance with the policy for the Management of Sickness Absence; undertake return to work interviews
• Identify staffing needs necessary to support new and increasing workload of the directorate
• Regularly assess existing posts within the department, make changes when necessary to assure levels of service and implement more efficient ways of working.

• Works within broad organisational and professional policies
• Leads on implementing innovation, technology, and developing new ways of working, contributing to policy and process development. These policy and process changes will impact outside the immediate work area and impact on other teams/departments.
• Develops and implements standard operating procedures within areas of responsibility, ensuring review on a regular basis to reflect current practice.
• Responsible for the effective planning of the departmental workload and ensuring effective service provision. This will require complex short and mid-term plans to be drawn up but they will be subject to review and change as service requirements change.
• Contributes to the development and implementation of long term plans and policies for continued development of the Clinical Oncology services.

• Assisting the Clinical Director/Clinical Service Manager with information to support reporting requirements, such as cancer targets.
• To support, where necessary, preparations for external reviews and quality assurance programmes.
• Co-ordinating responses to consultation documents and special initiatives
• Support the development of strategic plans for the clinical development of departments
• Liaise with the Information and Data Quality Team regarding patient waiting times and investigate and resolve any potential waiting time breaches.
• Display effective analytical skills when making service-related decisions. There will often be a range of options and the post holder will be required to effectively analyse situations and make judgements on the appropriate course of action.

• To recognise the importance of people’s rights and interpret them in a way that is consistent with Trust procedures, policies and legislation.
• To challenge behaviour that infringes the rights of others.
• To identify and take action where necessary to address discrimination and oppression

• Monitor and maintain health, safety and security of self and others in own work area
• Identify and assess potential risks in work activities and help others in how to manage these risks appropriately
• Act a role model and work within legislation and Trust procedures on risk management
• Take immediate and appropriate action including supporting others to manage risks in relation to adverse incident reporting via hospital incident reporting system
• Identify training needs in health and safety whilst identifying appropriate resources

• In the absence of the Service Manager, attend meetings, deputising as required, ensuring divisional views are conveyed on appropriate matters, such as clinical governance, risk management meetings and ensure issues are brought back to the directorate and division for further discussion.
• Always follow Trust risk management procedures including the identification, assessment and management of risk within the division.
• Inclusion on the trust Duty Manager rota.
• To abide by all Trust policies and procedures
• To be responsible for own professional /personal development.

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