Assistant Service Manager - HIV & Sexual Health

You will provide operational management support for 56 Dean Street and HIV/GUM services, ensuring the delivery of high-quality, efficient services that meet agreed performance, productivity and quality standards. Reporting to the Deputy General Manager, you will monitor key targets, support mutual aid arrangements and contribute to service improvement projects across the Directorate.

Working closely with clinical, nursing and administrative teams, you will ensure administrative services effectively support patient pathways and organisational KPIs. You will promote excellent customer service, address operational issues and coordinate investigations into administrative complaints, implementing improvements in response to patient feedback.

The role includes supporting Junior Service Managers, developing administrative processes, maintaining effective team communications and contributing to business planning activities. You will assist with the implementation and review of operational policies and procedures, represent the service at meetings and communicate key developments to staff.

Working with Information and Clinical Coding teams, you will support improvements in data quality, reporting and information management, while keeping up to date with EPR and other Trust system developments to ensure services continue to meet patient and organisational needs.

Provide hands-on operational management to designated areas of the Directorate, specifically 56 Dean Street & HIV/GUM, ensuring the delivery of services in line with expected service standards.

Be accountable through the Deputy General Manager for the monitoring and delivery of key quality, productivity and performance targets including mutual aid.

Undertake appropriate projects identified by the Deputy General Manager/Service Directors.

Support your Junior Service Manager as required with developing new administrative processes and procedures in their areas.

Promote excellent customer service throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service

Work closely with the clinical Divisional management teams to ensure the effective delivery of a responsive and efficient administration service that supports the patients pathway whilst delivering departmental and organisation KPIs.

Lead on the investigation and co-ordination of complaints that are predominantly administrative related within the directorate working closely with nurses, medical staff and with the Patient Advisors. Ensure corrective action is taken in response to patient feedback

Be responsible for effective communication systems within areas of administration responsibility including regular team and departmental briefing

With support of the Deputy General Manager participate in business planning and ensure that the administrative function supports and enables the delivery of clinical within the divisions and Outpatients.

Assist the Deputy General Manager in the production, implementation and revision of operational policies throughout the Directorate and Division, instigating the changes to or implementation of policies and procedures.

Attend internal and external meetings and provide feedback to staff as relevant, particularly on new initiatives.

Work closely with the Information and clinical coding departments to ensure better capture of information and higher standards of data quality

Keep up to date with new IT initiatives and all EPR developments and other Trust systems as they affect clinical administration services.

Chelsea and Westminster Hospital NHS Foundation Trust is one of England's highest-performing and safest NHS trusts, providing services across Chelsea and Westminster Hospital, West Middlesex University Hospital and a network of community and specialist clinics across North West London.

Our 7,500 staff serve a diverse population of 1.5 million people, delivering a full range of acute, community and specialist services, including maternity, emergency care, paediatrics, HIV and sexual health services. Rated 'Good' by the Care Quality Commission, with 'Outstanding' ratings for leadership and use of resources, we are committed to delivering high-quality, patient-centred care.

We continue to invest in our services and facilities to support innovation, improve patient outcomes and enhance the experience of both patients and staff.

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community. Flexible working requests will be considered wherever service needs allow, and reasonable adjustments are available throughout the recruitment process for disabled applicants.

Please note that some roles may require working across multiple Trust sites and include weekend working. Successful applicants will be subject to the Trust's standard pre-employment checks and probationary period. Early applications are encouraged, as vacancies may close once a sufficient number of applications has been received.

Education and Qualifications

Desirable: - Computer Literacy Course

Experience

Essential: - Previous worked within an NHS or healthcare sector environment/team; - Experience of using of IT systems and patient data systems

Skills and Knowledge