Service Manager - Service Development

Job description

Detailed job description and main responsibilities

Strategic Direction

2.1. To support the development of, and promote, the Trust's mission, values aims and objectives.

2.2. In conjunction with the Deputy Director of Operations for Service Development, produce accurate, high quality business cases for service developments, utilising activity and income projections.

2.3. To ensure the establishment and maintenance of good relationships and communication throughout the Division, with the wider Trust, and externally with Patients, Insurers & Embassies, promoting a culture where staff are actively involved in decisions on how services are provided and targets delivered.

2.4. In line with the Trust & divisional strategy, to strategically develop the consultant liaison & account management function and allocated tumour group services alongside NHS CBU management teams and Consultants to ensure they are responsive, innovative and provided to the highest possible standard.

Operational Performance Management

2.5. To demonstrate strong leadership within teams to ensure professional and clinical standards of excellence in providing services across the Trust

2.6. Provide management support to the clinical staff to ensure private services are managed efficiently and in line Trust targets

2.7. To specifically work with key stakeholders within the Trust to implement and deliver on approved business cases and ensure that private care standards are maintained and both patients and consultant's expectations are met.

2.8. Work collaboratively with Consultant's, giving guidance and support to inform them service improvements, to services with a focus on enhancing patients a high standard.

2.9. To provide excellent customer service and promote a professional and caring environment within clinical and non-clinical teams to ensure the department is in line with regulatory compliance Care Quality Commission and the Competition Markets Authority.

2.10. To liaise with consultants as required increasing business development, clinical care and service feedback. To manage the consistent delivery of customer expectations in all aspects of the patient experience, and instil a culture of first-class customer service within all teams across the division

Person specification

Education/ Qualifications

Essential criteria

• Degree and/or an appropriate professional qualification or equivalent
• Masters level qualification or equivalent specialist knowledge acquired by experience.

Desirable criteria

• Track record of continuous professional and management development

Experience

Essential criteria

• Operational management experience within either the private healthcare sector or NHS
• Proven ability to work to strict deadlines, including ensuring that the resources of the team are used efficiently to meet all deadlines.
• Experience of being a leader managing and delivering clinical services during a period of transformation change.
• Proven experience analysing and interpreting performance data
• Evidence of proven experience in delivery of service improvement and strategies
• Evidence of proven experience of performance leadership through delivery of KPI's and management of budgets
• Significant experience of staff leadership and management
• Evidence of project management

Desirable criteria

• Political and media skills

Knowledge

Essential criteria

• Keyboard skills and computer literacy (including knowledge of MS office packages)

Desirable criteria

• Knowledge of business and strategic planning

Skills Abilities

Essential criteria

• Full range of IT skills including spreadsheet analysis
• Excellent communication skills across the organisation and with a wide range of staff with differing levels of responsibility and different professional backgrounds.
• Ability to sensitively and professionally communicate complex information.
• Ability to analyse and interpret data and statistics e.g. activity trends, financial data
• Ability to work pro-actively and co-operatively with senior management, clinical and admin staff.
• Ability to demonstrate good judgment in sensitive situations, for instance balancing customer service and empathy with financial risk
• Experience of representing organisations externally
• Responsible of developing policies and processes to support service development
• Commitment to self-development with ability to demonstrate knowledge of key policies and themes in healthcare provision in the UK
• Commitment to promoting equality and diversity in the workplace and in service delivery and development
• Ability to work effectively within a team and to manage and motivate others.
• Strong sense of quality and ability to lead by example, ensuring that customer service is given high priority.
• Strong problem-solving skills and proactive approach to problems.
• Be able to implement and manage change
• Be able to influence senior Trust staff
• Be able to motivate self and others
• Be able to make sound judgements and know when to refer
• Be flexible in responding to the demands of the service
• Ability to work well under pressure by prioritising and managing time effectively
• Have experience of dealing with disciplinary matters

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.

As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment. Please ensure your information is accurate to avoid errors with processing your application

All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.

Flu Vaccination - What We Expect of our Staff

At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.

The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.

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