• Job Description

  Req#: C9298-OPD-0058A?language=en&page=1235&sort=publicationDateDesc

  Job summary

  We are excited to advertise a permanent full time Outpatient Support Manager post (previously known as Outpatient Site Manager) to join our Outpatient Admin team.

  The Outpatient Support Manager will provide management support and leadership to the admin teams responsible for clinic preparation, reception and appointment bookings.

  The Outpatient Admin team are based across five sites Leeds General Infirmary, Chapel Allerton Hospital, Seacroft Hospital, Wharfedale Hospital and St James University Hospital; and also support two Community Diagnostic Centres at Beeston and Armley. The successful post holder will be required to travel between sites, and the induction period will be predominantly based at Seacroft and Wharfedale Hospitals.

  The Outpatient Admin team collaborate with the Referral and Booking Service, Outpatient Nursing, Switchboard, Phlebotomy and the Robotic Process Automation team. Together we form the Outpatient Clinical Service Unit.

  The main attributes we are looking for include being flexible, proactive, resilient, professional, embracing of change, committed to working in partnership with others and committed to making positive progression towards the Trusts 7 Commitments and People Priorities.

  Flexible working including some working from home can be supported in this role, but regular on site working is essential.

  We are proud of the diversity within our team, welcome applications from all backgrounds and are committed to recruiting inclusively.

  Main duties of the job

  The Outpatient Support Manager will be responsible for operational, people and budget management; performance, recruitment and retention, patient experience and innovation. Please read the attached role profile for more detailed information about the role.

  The successful applicant will support progression with e-outcomes, Patient Hub and will seek opportunities to utilise Robotic Process Automation within the admin processes.

  The Outpatient Support Manager will line manage the Assistant Patient Service Coordinators and will work closely with the Outpatient Site Managers,to ensure effective leadership across all sites and services. The Outpatient Support Manager will report into the Business Manager and will also work with the wider management team including the Service Manager and General Manager.

  The Outpatient Support Manager will support and collaborate with various Clinical Service Units across the trust, which includes working with clinical teams such as doctors, nurses and phlebotomists.

  The main focus of this role is to provide management and leadership support to admin teams, providing a positive staff experience,and ensuring the delivery of a high quality patient experience too.

  This is an exciting time for the admin teams as we embrace change and utilise technology to streamline services and improve experiences for staff and patients alike. If you would like to be part of this exciting journey, this could be the role for you.

  About us

  The Outpatient Admin team is wonderfully diverse and we are very proud of the established staff groups within our Outpatient team, including our successful Equity, Diversity & Inclusion group, and community of Changemakers who are leading the way to make positive change.

  We recognise the power of the staff voice & encourage staff to act as champions through various staff networks including Disability, LGBT+ and BME.

  We put staff Health and Wellbeing at the heart of everything we do and promote the importance of flexibility at work. We want to support all staff to succeed in their role & promote reasonable adjustments in the workplace.

  We adopt inclusive recruitment processes and share interview questions the day before interview, to all shortlisted candidates. We believe this creates a level playing field, reduces stress and helps interviewees know what we are looking for.

  LTHT is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

  Planned Interview Date:

  06/01/2025

  Date posted

  09 December 2024

  Pay scheme

  Agenda for change

  Band

  Band 6

  Salary

  £37,338 to £44,962 a year

  Contract

  Permanent

  Working pattern

  Full-time, Flexible working

  Reference number

  C9298-OPD-0058A

  Job locations

  St. James's University Hospital

  Beckett Street

  Leeds

  LS9 7TF

  
  

  Job description

  Job responsibilities

  CORE BEHAVIOURS AND SKILLS

  Ability to work under significant and sustained pressure and to highly demanding and often conflicting timescales.

  Flexibility in responding to and coping with the changing requirements of the service

  Ability to monitor, maintain and improve service delivery

  Ability to initiate and develop projects and other activities

  Excellent communication skills in person; by telephone or email; through written material, including the writing and design of complex documents; speaking to an audience

  Ability to communicate and network effectively, negotiate and influence others taking into account the multi-professional and organisational cultures

  Able to build positive relationships with service users, colleagues and others

  Commitment to team working with the ability to take responsibility for difficult decision making

  Able to work on own initiative and prioritise work

  Excellent organisational and time management skills

  PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

  Overall management and decision making responsibility for a wide range of multi-speciality services and the delivery of excellent quality service

  Responsible for the leadership and management of staff including work allocation, performance and appraisal development. This may require frequent adjustment to plans to ensure organisational and departmental priorities are met

  Makes judgements involving complex facts or situations requiring analysis, interpretation and the comparison of a range of options resulting in differing expert opinions and conflict; e.g. managing clinical risks; agreeing strategies to meet patient access targets, changing working practices

  Leads the recruitment and selection of Outpatient administrative staff taking responsibility for all stages from completion and submission of ESR forms, arranging adverts on NHS jobs, short listing, interviewing and selection

  Manages and supports change within the organisation, being a champion and encouraging and supporting others to adapt to new ways of working

  The ability to manage complex projects and the delivery of key outcomes, potentially on a city wide basis working across the Organisation

  Leads and motivates staff in the delivery of quality care across complex clinical and business environments and services

  Leads in the investigation of patient complaints and handling complex and challenging situations relating to patient care

  Is involved in budget setting for the service and acting as an authorised signatory, including the ordering of necessary equipment

  Leads in conduct, grievance and dignity at work matters

  Delivers information/knowledge skills training as required

  Any other duties commensurate with the grade that may reasonably required

  Job description

  Job responsibilities

  CORE BEHAVIOURS AND SKILLS

  Ability to work under significant and sustained pressure and to highly demanding and often conflicting timescales.

  Flexibility in responding to and coping with the changing requirements of the service

  Ability to monitor, maintain and improve service delivery

  Ability to initiate and develop projects and other activities

  Excellent communication skills in person; by telephone or email; through written material, including the writing and design of complex documents; speaking to an audience

  Ability to communicate and network effectively, negotiate and influence others taking into account the multi-professional and organisational cultures

  Able to build positive relationships with service users, colleagues and others

  Commitment to team working with the ability to take responsibility for difficult decision making

  Able to work on own initiative and prioritise work

  Excellent organisational and time management skills

  PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

  Overall management and decision making responsibility for a wide range of multi-speciality services and the delivery of excellent quality service

  Responsible for the leadership and management of staff including work allocation, performance and appraisal development. This may require frequent adjustment to plans to ensure organisational and departmental priorities are met

  Makes judgements involving complex facts or situations requiring analysis, interpretation and the comparison of a range of options resulting in differing expert opinions and conflict; e.g. managing clinical risks; agreeing strategies to meet patient access targets, changing working practices

  Leads the recruitment and selection of Outpatient administrative staff taking responsibility for all stages from completion and submission of ESR forms, arranging adverts on NHS jobs, short listing, interviewing and selection

  Manages and supports change within the organisation, being a champion and encouraging and supporting others to adapt to new ways of working

  The ability to manage complex projects and the delivery of key outcomes, potentially on a city wide basis working across the Organisation

  Leads and motivates staff in the delivery of quality care across complex clinical and business environments and services

  Leads in the investigation of patient complaints and handling complex and challenging situations relating to patient care

  Is involved in budget setting for the service and acting as an authorised signatory, including the ordering of necessary equipment

  Leads in conduct, grievance and dignity at work matters

  Delivers information/knowledge skills training as required

  Any other duties commensurate with the grade that may reasonably required

  Person Specification

  Other Criteria

  Essential

  • Excellent written and verbal communication skills
  • Evidence of ability to deal appropriately with conflict and resistance to change - please provide personal and relevant examples linked to your job history
  • Knowledge and application of key policies and procedures - please provide personal and relevant examples linked to your job history
  • Detailed knowledge of the Outpatient service
  • Must be able to travel between sites to provide cross cover on a city wide basis

  Skills & behaviours

  Essential

  • Effective team leader with the ability to work flexibly in a diverse and demanding department - please provide personal and relevant examples linked to your job history
  • Commitment to working in partnership with and supporting others - please provide personal and relevant examples linked to your job history
  • Flexible approach and embracing of change - please provide personal and relevant examples linked to your job history
  • Staff management skills at a middle management level - please provide personal and relevant examples linked to your job history
  • Strong interpersonal and relationship building skills - please provide personal and relevant examples linked to your job history

  Experience

  Essential

  • Experience of developing & implementing organisational change - please provide personal and relevant examples linked to your job history
  • Successful operational management in a multi-professional environment - please provide personal and relevant examples linked to your job history
  • Day-to-day people management including appraisal and objective setting; and recruitment and retention - please provide personal and relevant examples linked to your job history
  • Operational planning and implementation including strategic planning, options appraisal and change management - please provide personal and relevant examples linked to your job history

  Qualifications

  Essential

  • Educated to degree level in a Business Management subject or extensive post qualification experience in a NHS environment

  Person Specification

  Other Criteria

  Essential

  • Excellent written and verbal communication skills
  • Evidence of ability to deal appropriately with conflict and resistance to change - please provide personal and relevant examples linked to your job history
  • Knowledge and application of key policies and procedures - please provide personal and relevant examples linked to your job history
  • Detailed knowledge of the Outpatient service
  • Must be able to travel between sites to provide cross cover on a city wide basis

  Skills & behaviours

  Essential

  • Effective team leader with the ability to work flexibly in a diverse and demanding department - please provide personal and relevant examples linked to your job history
  • Commitment to working in partnership with and supporting others - please provide personal and relevant examples linked to your job history
  • Flexible approach and embracing of change - please provide personal and relevant examples linked to your job history
  • Staff management skills at a middle management level - please provide personal and relevant examples linked to your job history
  • Strong interpersonal and relationship building skills - please provide personal and relevant examples linked to your job history

  Experience

  Essential

  • Experience of developing & implementing organisational change - please provide personal and relevant examples linked to your job history
  • Successful operational management in a multi-professional environment - please provide personal and relevant examples linked to your job history
  • Day-to-day people management including appraisal and objective setting; and recruitment and retention - please provide personal and relevant examples linked to your job history
  • Operational planning and implementation including strategic planning, options appraisal and change management - please provide personal and relevant examples linked to your job history

  Qualifications

  Essential

  • Educated to degree level in a Business Management subject or extensive post qualification experience in a NHS environment

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Leeds Teaching Hospitals

  Address

  St. James's University Hospital

  Beckett Street

  Leeds

  LS9 7TF

  
  

  Employer's website

  https://www.leedsth.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Leeds Teaching Hospitals

  Address

  St. James's University Hospital

  Beckett Street

  Leeds

  LS9 7TF

  
  

  Employer's website

  https://www.leedsth.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

Notice