Assistant Service Manager - Intermediate Care Southwark

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The duties and responsibilities listed below are representative of the Assistant Service Manager role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative or managerial duties and responsibilities commensurate with the level of the post, to support the smooth running of the service.

Operational Management

·         Support the Service Manager in managing various sections of service, e.g., out-patients or bookings and waiting list management for Hypertension clinics as well as operational support for Hillyers, William Gull and Albert wards at St Thomas’ hospital. This will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management.

·         Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service that may be performance related.

·         Problem-solve all day-to-day management issues organising and reallocating work where situations change due to variations to the work load and staffing availability.

·         Exercise delegated authority on behalf of clinicians to resolve day-to-day management issues within the service.

·         Manage the analysis of data so consultants and registrars have access to timely and accurate information on all key performance indicators.

·         Plan and organise the medical secretary service within the department, setting the goals of the secretarial service in order to fit in with the demands of the consultants’ timetables.

Policy Development and System Management

·         Develop and write policies and procedures within own work area.

·         Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service.

·         Responsible for the design and implementation of audits in collaboration with Heads of Service.

·         To investigate complaints, as delegated by the Service Delivery Manager, in line with Trust Policy. This may involve handling sensitive interpersonal situation.

·         To contribute to the modernisation of patient services delivered by the medical secretaries service

·         Sit on departmental working groups to contribute to future strategies and development

Financial Management

·         Authorised signatory.

·         Manage and monitor performance of the administrative support to ensure that the service meets its financial and operating targets.

·         Manage a delegated no-pay budget within the service ensuring that expenditure is within agreed limits and that the relevant clinicians remain informed of related issues. This would include signatory responsibility for requisition and authorising signature for ordering, up to the amount of £500.

Staff Management

·         Day-to-day managerial responsibility for all administration and secretarial staff within the medical secretarial service or others as agreed.

·         Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development.

·         Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service.

·         Ensure all staff comply with relevant Trust policies and standing financial instructions.

·         Recruit and induct A&C staff in line with Trust policies and procedures.

·         Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery.

·         Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the service.

·         Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed.

·         Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services.

PA/ Secretarial Responsibilities

·         Monitor clinical secretarial correspondence to set and maintain appropriate quality standards.

·         Arrange, plan and take comprehensive and accurate minutes at meetings.

·         Support consultants by preparing PowerPoint presentations and preparation of research articles.

·         Produce high quality medical secretary support of clinicians and clinical teams when required.

·         When appropriate, type clinical letters which may include those of a distressing or emotional nature as well or other relevant correspondence and documents required.

Communication

·         Effectively communicate with a multi-disciplinary group of people, demonstrating interpersonal skills when dealing with all levels of staff across the Trust, using persuasion, tact and reassurance where necessary.

·         Liaise with other departments and members of the Trust to ensure the smooth running of the office and to assisting the functioning of the team.

·         Influence, motivate and involve individuals and teams within the service to achieve necessary performance targets.

·         Deal with telephone calls related to the service, ensuring that customers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently.

·         Handle confidential patient information and material in a sensitive and discrete fashion, in compliance with Trust policy and procedure.