Service Support Manager

Job description

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

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.

Main duties of the job

• 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.

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.

Environmental sustainability
Climate change and poor air quality is a health emergency that harms people's health and wellbeing and widens 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 environme