Outpatient Operations Lead | Great Western Hospitals NHS Foundation Trust in Swindon

To lead on the day to day management of the Outpatient Administration team, supporting the Administration lead to deliver key performance indicators and service developments. To provide first line support to the team and project leads, with responsibility for performance, workload management, policies and procedures, standards of customer care and quality.

In liaison with the Administration Lead, responsible for ensuring the appropriateness of the services and that the performance management requirements of the Trust are met, in particular financial expenditure targets, cost control, quality and activity targets. The post holder will be expected to have excellent interpersonal skills, a thorough understanding of the NHS improvement tools and access targets, and the ability to forward plan in a changing environment, with insight and aptitude for managing, measuring and delivering service improvements.

The postholder will provide day-to-day operational leadership for Outpatient Administration, ensuring delivery of key performance indicators in line with divisional, organisational and national targets, including RTT and cancer standards. The role will involve the use of multiple IT systems to analyse complex performance data, produce and act on reports relating to access, waiting times, utilisation and waiting list management, and to support validation of long waiters in line with Trust access policies.

The postholder will oversee the quality and standard of administrative services, implementing and monitoring procedures and SOPs, ensuring compliance with information governance, and leading responses to complaints and incidents. They will line manage supervisory staff, supporting recruitment, appraisal, performance management, attendance, training and staff wellbeing, while maintaining accurate workforce records.

The role includes effective communication and liaison with clinical and management teams, using influencing skills to support service objectives, contributing to service redesign, efficiency improvements and change management, and supporting delivery within budget. The postholder will ensure a patient centred approach at all times, acting as an escalation point for patient concerns, maintaining high standards of customer care, and deputising for the Outpatient performance and operations manager as required.

This post will support areas of automation development lifecycle including support, implementation and deployment to the Outpatient Administration Team, and be an advocate of Patient Experience across Outpatients departments, putting the patient at the heart of everything we do.