Service Manager

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.

The post holder will work in conjunction with the Service Management Team (General Manager & Deputy General Manager, Clinical Director) to deliver effective services across the Denmark Hill on behalf of the Care Group. The post holder will be responsible for the management of key trust targets for the above services which includes Referral to Treatment (RTT) and cancer targets. The post holder will be expected to manage the cancer PTL and work collaboratively with the cancer MDT co-ordinator to provide monitoring and management support to all the cancer pathways for all services within the portfolio.

Responsibilities include:

• Management, monitoring and overseeing of clinic and theatre capacity & utilisation.
• Co-ordinating complaints, obtaining responses from other teams, investigations and drafting of complaint responses within the Trust’s timeframes and any associated action plans.
• Maintaining a complaints action log and quarterly reporting.
• Working collaboratively with the Trust’s complaints team and other personnel associated with complaints.
• Effective collaboration with senior nursing and medical teams, the Head of Nursing and Clinical Director, and clinicians to ensure efficient communication and problem solving.
• Managing the administrative staff team as directed by the DGM.

Main duties of the job include:

• Monitoring relevant data reports e.g. PTL, RTT, Data Quality and ensuring data is validated, appropriate action taken to resolve problems and highlight any performance issues along with mitigating actions.
• Ensuring the service has effective and accurate systems and information sharing processes in line with Trust and local policies.
• Managing the analysis of data so that the Clinical Lead and Service Management Team have access to timely and accurate information on all key performance indicators.
• Supporting the development, implementation and active use of scorecards.
• Leading on organisation of meetings for clinical governance and service meetings, producing minutes and agendas in a timely manner.

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do.

Person specification:

• Educated to degree level or equivalent knowledge, skills and experience.
• Demonstrated capacity and capability for operational/clinical service management in an acute hospital environment or similarly complex organisation.
• Knowledge and understanding of service improvement and practical use of tools that lead to service improvement.
• Experience of managing a budget and applying financial control.
• Able to lead a team to achieve results.
• Aware of current health issues in the context of the NHS and the changing NHS environment.

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.