Service Delivery Manager in London

This post is only open to applicants whose current post has been identified as at risk.

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£2.1 billion, 1.5 million patient contacts a year and more than 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.

An opportunity has arisen within the Dental Patient Services Team for a Delivery Manager responsible for managing the administrative and secretarial services for Oral Surgery and Acute Dental Care. The post holder will also support the service, senior management team, specialty clinical team and the wider divisional team in the delivery of performance and business objectives.

This is a demanding and varied role and we require a proactive and confident person to fill the post. Excellent communication and organisational skills are essential along with proven hospital administration experience.

Main duties of the job

• The post holder will play a key role in supporting the delivery, monitoring, and development of specialty services in the Dental Care Group on Denmark Hill site through the provision of reporting, project support and contribution to the delivery of the department’s transformation program under the direction of the Assistant General Manager and Service Managers.
• The post holder will support the service, senior management team, specialty clinical team and the wider divisional team in the delivery of performance and business objectives with a responsibility for specific areas.
• Some of the specific operational and line management responsibilities include rota and clinic timetable management, service quality, patient access, activity, data validation and undertaking project management, as directed.

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. Our vision is to transform healthcare, and we have agreed six strategic ambitions to help us improve care for patients, and the working lives of our staff.

Our six strategic ambitions are delivering high-quality patient care; creating a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability.

We have also agreed four new organisational values – Caring, Collaborative, Inclusive, Innovative – and these underpin everything we do, and how our teams interact with the patients under our care.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

• Support Department’s RTT management ensuring that all new staff have relevant training and are aware of their responsibilities on delivering the Referral to Treatment pathways as relevant to their roles.
• Support PTL management ensuring that specialty patient pathways are reviewed weekly (at minimum) and ensuring compliance with the 18ww, 52 ww and 2ww targets.
• Responsibility for assisting with the development, implementation and monitoring of clinical rotas, timetables and the use of clinic and theatre space, ensuring that teaching, service (Trust performance targets) and human resource needs are met in a cost effective way.
• Work with the Data Management team to ensure that the departmental shared inboxes and mailing lists are up to date to prevent inappropriate data sharing.
• Exercise delegated authority on behalf of the Assistant General Manager, Deputy General Managers and Service Managers to resolve day-to-day management issues within the department.
• Liaise with specialty consultants / clinic lead with regards to local operational matters and providing regular feedback on the issues to the Assistant General Manager.
• Provide administration advice and assistance to patients, dealing with them in a sensitive, diplomatic and confidential manner including responding to complaints and PALS queries.
• Make every effort to resolve informal administration complaints and issues raised by patients, ensuring appropriate managers/departments are kept informed.
• With the support from SM (OPD), act as a specialty liaison with the Dental Information Team on management of outpatient clinics and clinic templates.
• With the support of the SM (Admissions), act as a specialty liaison with the Planned Care Admissions Team on management of theatre lists.

Staff Management

• Overall management responsibility for the administrative / secretarial team at DH site including all line management responsibilities e.g. sickness, annual leave.
• Assist with and support the recruitment, selection, and induction, training and personal development processes for specialty clinical, administrative and secretarial staff.
• Set objectives and review performance of administrative and secretarial staff using LEAP identifying individual training and development needs and promote continuing personal and professional development.
• Ensure all administration and secretarial staff receive appropriate training to respond to the needs of the service including all statutory and mandatory training such as Information Governance and Data Protection.
• Support specialty clinical rota leads in day-to-day rota management of clinical staff as well as local faculty group leads and provide admin support for the regular clinical / audit meetings.
• Assess resource availability for A&C and secretarial teams and take timely action to minimise the impact of any staff shortage on service delivery.
• Ensure that all rotas are correct and updated weekly on e-roster / clinical diaries etc.
• To maintain a database of all clinical staff in nominated specialties, identifying personnel who have Trust and Honorary contracts.
• Ensure that all clinical staff leave and absence as agreed and authorised by the Clinical Lead is recorded on Trust system – Health Roster database - and to provide regular reports for the attention of line manager of any issues for concern.
• Provide information for performance monitoring purposes on sickness absence, turnover, vacancy, establishment and annual / study / professional leave.
• Ensure compliance with all relevant HR Trust procedures and policies.

Reporting and Performance Management

• Provide data required for performance meetings in a timely manner. Attend, actively contribute and take minutes, if required and ensure action plans are tracked and delivered.
• Ensure that all data quality targets are consistently met and performance targets for administrative and secretarial teams are achieved.
• To be responsible for developing and/or implementing administration procedures to ensure the efficient administrative running of the department.

Service Development and Planning

• Contribute to the development and production of the service objectives in conjunction with the Assistant General Manager, Deputy General Managers and Service Managers.
• Provide support to the Assistant General Manager and Service Managers in the implementation of the outpatient and inpatient transformation programmes.
• Support ad-hoc projects on the general improvement of the operations of the Dental Care Group Specialties.
• Liaise with clinical staff at all times, ensuring that their interests and ideas are incorporated into services planning and development.
• Assist in change management projects within the service, leading the projects where requested.
• To provide administrative support such as minutes taking for various internal meetings, if required.
• To support the Assistant General Manager and Service Managers in the tracking and delivery of agreed outcomes of the Dental Care Group sub-specialty strategy meetings.
• Monitor the A&C pay budget and associated non-pay budgets for the Dental Care Group Specialties reporting variances to the Assistant General Manager and taking corrective action as directed.
• Assist in the management of the staff rosters in specialty for payroll, locking daily/weekly.
• To raise approved invoices and submit additional payment forms as required, on the instruction of the Assistant General Manager, ensuring that Trust Standing Financial instructions are adhered to.

Person specification

Education and Qualifications

• A demonstrable capacity and capability for operational/clinical service management at middle level in an acute hospital environment or similarly complex organisation, including staff management, financial management and change management.
• Experience in HR policies, appraisal and recruitment process.
• Experience using EPIC.

Knowledge and Experience

• Strong communication skills including the ability to relate and communicate with patients and staff at all levels and from different professions. Able to adapt communication style as necessary.
• A confident and competent formal and informal communicator both orally and in writing.
• Ability to analyse complex problems and interpret information effectively and exercise sound judgement and develop practical and workable solutions as a consequence.
• A strong sense of personal and team accountability coupled to a clear understanding of the boundaries around delegated authority.
• A good understanding of the changing NHS environment and the relevant targets and standards.

Skills and Competencies

• Ability to be intellectually flexible and to look beyond existing structures, ways of working, boundaries and organisations to produce more effective service delivery and partnerships.
• High level of work organisation, self-motivation, drive for performance and improvement and flexibility in approach and attitude.
• Strong sense of commitment to openness, sensitivity, honesty and integrity in undertaking the role.