Outpatient Operational Performance Manager

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If you want to be part of delivering world-class eye health services and you share our values: excellence, equity, and kindness, then we would love to hear from you!

Outpatient Operational Performance Manager

Band 6

Main area: Outpatient Operational Manager
Grade: Band 6
Contract: Permanent
Hours: Full time – 37.5 hours per week
Job ref: 273-DS-7039771

Site: Moorfields @ St George’s Hospital
Town: Tooting
Salary: £44,806 – £53,134 per annum incl. HCAS
Salary period: Yearly
Closing: 10/03/2025 23:59

Moorfields – A global leader in Ophthalmology

We are Moorfields Eye Hospital NHS Foundation Trust. Founded in 1804, Moorfields Eye Hospital is a world-class centre of excellence for eye health services, ophthalmic research, and education.

With more than 2,300 staff, we are proud to be supported by one of the most diverse workforces in the NHS. Every year we treat more than 700,000 patients at City Road in central London and at our 22 satellite sites. In partnership with the UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre, we lead one of the most impactful ophthalmic research programmes in the world.

This is an exciting time to join Moorfields. The pandemic fast-tracked a huge amount of innovation which is changing the way we work and deliver care. Construction is underway on Oriel, our new eye care, research, and education centre being built in Camden. The new centre will be flexible and modern, enabling us to bring together healthcare, eye research, and education under one roof for the first time.

Job overview

The Operational Performance Manager will be responsible for the smooth running of the outpatient and health records services at St George’s Hospital and associated satellite sites.

• The post holder will be responsible for the administrative staff delivering these services, ensuring that the services held at these sites are delivered to the highest possible standard.
• The post holder will directly manage a group of team leaders that are responsible for the sub-specialties within the administration team.
• The post holder will lead on ensuring performance targets are achieved and will take forward agreed projects to improve service delivery and patient experience.
• They will be required to lead on key areas of performance and activity including data quality and monitoring of Key Performance Indicators (KPIs) across the division, including admissions, outpatients, and health records, as well as supporting with the compiling of data reports for the senior divisional management team.
• Day-to-day local point of contact with the external provider of the outsourced health records service and monitor service performance at the St George’s site and its associated satellite sites.

Main duties of the job

To deliver a consistently high quality and excellent patient experience within outpatients. This will involve supporting the clinical, administrative, and nursing teams to ensure consistency of service.

To have overall management responsibility for any delegated members of the administrative staff, providing leadership and support. Ensuring that they are managed in line with trust policies. This includes managing all sickness, disciplinary, and performance issues for direct reports.

Working for our organisation

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:

• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working-friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Detailed job description and main responsibilities

• To deliver a consistently high quality and excellent patient experience within outpatients and admissions. This will involve supporting the clinical, administrative, and nursing teams to ensure consistency of service.
• To support the implementation and continued monitoring of Key Performance Indicators within outpatients, admissions, and health records, supporting the service team leaders to deliver these consistently.
• To work closely with the Booking Centre to ensure that new appointments are booked within the appropriate timescale, ensuring that appointment slots are made available to ensure RTT Waiting Time standards are achieved.
• To attend weekly outpatient meetings with the Booking Centre, ensuring that information on clinic profiles is made available for these meetings.
• To support the implementation, and continual monitoring, of Standard Operating Procedures (SOPs) for all departmental processes, ensuring that these are implemented and delivered consistently and updating these as required.
• To promote a positive image of the Trust’s outpatient services through the provision of excellent customer service to patients, relatives/carers, and external stakeholders, demonstrating a commitment to putting patients first.
• To manage annual leave requests from clinicians, ensuring that this information is disseminated appropriately. Escalating where insufficient notice is received.
• To be responsible for monitoring and analysing relevant data e.g. KPIs, scorecards, RTT performance. Ensure data is validated and analysed fully, picking up on any trends, and appropriate action taken to resolve problems and highlight any performance issues to the relevant Assistant Divisional Manager.
• To work with patients, administrative, nursing, and medical staff to achieve sustained improvements, agreed within the divisional management team, such as patient flow improvements, changes to administrative and clinical practice, and monitor for any variations to the proposed changes.
• Ensure the administrative team adhere to confidentiality of patient information and compliance with the Data Protection Act 1998 and the Caldicott Report with access to computer terminals and programmes being restricted to authorised personnel.
• Hold regular administrative team meetings to discuss and share information on divisional performance, changes to processes, and new initiatives.
• To complete ad-hoc tasks and projects at the request of the senior divisional management team.
• To deputise for other members of the divisional management team where appropriate.
• To ensure all members of the team directly line managed adhere to the Trust’s Access Policy at all times.
• To ensure a quality, patient-focused administrative and reception function is in place to support the clinicians within the services.
• To monitor capacity requirements for all clinics ensuring that capacity issues are highlighted as soon as possible, and working with the Service Manager/Assistant Divisional manager to address these issues where necessary.
• To help support the booking of theatre lists, working with the teams to ensure that all capacity is fully utilised.
• To attend relevant meetings, representing the outpatient administrative service, for the purpose of disseminating information to staff and contribute to discussions regarding the maintenance and improvement of the services provided.
• To ensure that the highest standards of customer care are maintained at all times, working with key stakeholders to ensure a consistent and effective training and monitoring mechanism is in place for the achievement of this.
• To participate in Trust-wide and local programmes that contribute to the modernisation and improvement of patient services.
• To review data to support gathering and collection of outpatient, admissions, and health records audit data to provide effective information for service improvement.
• To arrange additional outpatient clinics when required and ensuring resources are available to facilitate this.
• To ensure that health and safety standards are maintained within the outpatient, admissions, and health records administration areas at all times and notify the appropriate manager or representative for any action required.
• To update and contribute to the departmental risk register and be responsible for regular risk assessments and take action when required.
• To develop local KPIs with outpatient and health records team leaders as appropriate to support staff and ensure an efficient administrative service.

Person specification

Education/Qualifications

• Degree or equivalent experience
• Evidence of continuing education and professional development
• Any other suitable experience

Experience

• Extensive demonstrable capacity and capability for operational/clinical service management at middle level in a hospital environment or similarly complex organisation, including extensive experience of effective staff management and the proven ability to influence change
• Experience of managing a team and effective staff management
• Extensive knowledge of healthcare appointment functions
• Experience of working in an ophthalmology service

Knowledge

• Excellent computer literacy, as well as the ability to use MS Office IT software packages (e.g. MS Excel, Word) to a high standard including data analysis and report production
• Extensive working knowledge of national/NHS guidance regarding patient access and RTT waiting times targets
• Any other suitable knowledge

Skills and abilities

• Excellent oral and written communication and interpersonal skills

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure, and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying.

Our commitment to equality, diversity, and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment, we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide quality, dignity, and respect and to deliver above and beyond.

Moorfields is a flexible working-friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels, and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application.

If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at

Employer certification / accreditation badges

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 as such 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.

Name: Tom Akins
Job title: Assistant Divisional Manager
Email address:
Additional information

For an informal discussion regarding the role, please contact:

Tom Akins – Assistant Divisional Manager –

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