Deputy Outpatients Manager

As Deputy Outpatients Manager (Operations), you will

play a key role in the day-to-day leadership of our outpatient services,

supporting the delivery of safe, efficient and patient-centred care. You will

work closely with the Outpatients Service Manager and wider leadership team to

oversee multiple operational teams, manage patient pathways, resolve

operational challenges and drive continuous improvement across services.

You will act as the primary escalation point for

day-to-day concerns raised by patients, staff, clinicians and external

partners, requiring excellent problem-solving, communication,

relationship-building and people management skills. The role offers a varied

workload including staff management, performance monitoring, incident and

complaint management, governance activities, service development projects and

the implementation of new ways of working.

clinics operate Monday to Saturday, and the post holder will participate in a

rotational management cover arrangement on Saturdays, 1 in 3.

We screen and shortlist suitable candidates as applications are received. We reserve the right to close this vacancy early and without notice if we fill the position. Therefore, we encourage early applications to avoid disappointment.

WORKING PATTERN: Full Time

JOB LOCATION: Dorking Hospital & other DHC locations as required.

Deputy Outpatients Manager (Operations) will work closely with the Deputy

Outpatients Manager (Services) and the Outpatients Service Manager to support

the safe, effective and efficient delivery of outpatient services. They will

provide day-to-day operational leadership, acting as the escalation point for

operational issues and ensuring that patient experience remains at the heart of

service delivery and decision-making.

post holder will provide operational leadership across outpatient services,

supporting the delivery of high-quality patient pathways whilst contributing to

service development, transformation initiatives, governance, workforce

management and continuous quality improvement. They will work collaboratively

with internal teams, clinicians and external partners to drive performance,

improve processes and ensure organisational objectives, contractual

requirements and patient expectations are met.

role will support the Outpatients Service Manager in overseeing the teams

within Outpatients, including Referrals In, Reception, Pathways, Medical

Secretaries and Referrals Out. Responsibilities will include line management,

service improvement, developing effective relationships with third-party

providers, supporting new service developments, and reviewing, developing and

implementing standard operating procedures.

successful candidate will have excellent attention to detail, strong

organisational and problem-solving skills, and the ability to prioritise a

varied workload whilst exercising initiative and sound judgement. They will

maintain a high level of professionalism, confidentiality and diplomacy, and

demonstrate a commitment to delivering outstanding patient care and operational

excellence.

o To be responsible for

day-to-day management of operational issues, making independent decisions.

o Oversee the management of

patient pathways from referrals received to patient discharge including

elements undertaken by sub-contractors.

o To be responsible for the

day-to-day management of teams to meet objectives set by the board, local and

national targets, KPIs and SLAs.

o

Prioritise

and organise own workload; making decisions and initiating action where necessary,

ensuring timeframes are met through shared knowledge and cover.

o

and conducting operational meetings, review groups for incidents, complaints

and governance.

o Support service development

projects from planning through to implementation, engaging stakeholders and

contributing to business cases, operational readiness and service mobilisation.

o Strive for continuous

improvement, making use of developing technology to drive efficiency and

autonomy.

o Analyse operational and

performance data to identify trends, risks and opportunities, providing

recommendations and reports to support decision making.

o Support effective utilisation

of resources and identify opportunities to improve efficiency and value for

money.

o Promote equality, diversity and

inclusion and actively contribute to creating a respectful and inclusive

working environment.

o

Any

other reasonable duties as commensurate with the nature of this role.

Patient and public engagement

o

To

be the first point of contact for complaints and concerns, working with the

relevant team leader to

promptly address patient issues.

o

Build

effective working relationships with colleagues, clinicians and third

parties.

o

up regular quality and performance reviews with third party health care

providers such a trust hospitals and independent hospitals. To support establishing new referral pathways,

sharing wait list management trackers and the exchange of mutually beneficial

information and addressing issues.

o

Conducting

and supporting patient surveys, audits, inspections and reviewing patient

feedback, creating action plans for any areas where improvements are

identified.

Governance

o

Responsible

for responding to complaints within the set timeframes and guidelines.

o

Investigating

incidents, establishing root cause and putting corrective and preventative

measures in place to prevent a reoccurrence

o

Writing

up new procedures and checking existing processes are fit for purpose and

updating them where necessary.

o

Maintaining

accurate record keeping.

o

Ensuring

staff compliance with mandatory training.

o

Support

the delivery of clinical governance and quality improvement programmes,

ensuring lessons learned from incidents, complaints, audits and patient

feedback are embedded into service delivery.

o

Conduct

audits in line with recommended timeframes.

Identify,

assess and manage operational risks and contribute to the maintenance of

departmental risk registers

People Management

o

Direct

line management of team leaders and overarching management of their teams.

o

Support

Team Leaders to manage employee performance, attendance, conduct and capability

issues.

o

Be

fully conversant with all departmental policies and guidelines and ensure these

are implemented and adhered to.

o

To

act as a role model, actively demonstrating DHC values.

o

Maintain

excellent working relationships with all colleagues.

o

Coaching

and mentoring team members.

o

Support

workforce planning activities including recruitment, onboarding, induction,

retention and succession planning.

Deputising for the Outpatients

Service Manager

o

Act

as the senior operational lead for outpatients in the absence of the

Outpatients Service Manager and/or Deputy Outpatients Manager (Services),

escalating matters where appropriate.

o

As

duty manager provide support to all teams within the department to resolve

queries, ensuring issues are resolved within a timely manner.

o

Sharing

the responsibility of responding to duty calls, emails and tasks.

o

Ensure

day to day operations are efficient & effective, suggesting and delivering

improvements where relevant.

manage own workload efficiently and effectively on a daily basis. Maintain confidentiality at all times. Make decisions pertaining to the smooth and

efficient running of the department, acting independently but with the support

of the wider management team.

Dorking Healthcare (DHC) is a CQC-rated Good healthcare provider delivering a wide range of NHS services across Surrey and Sussex. We are passionate about improving access to care, reducing waiting times and providing excellent patient experiences. Our outpatient services continue to grow and evolve, creating opportunities for innovation, service improvement and professional development.

We embrace new ideas and give our teams the opportunity to make a real difference. You will be joining a friendly and collaborative management team that works closely together to support each other, solve problems and continually improve the services we provide.

We value individuals who take ownership, seek solutions and are motivated by making a positive difference for patients and colleagues.

DHC is committed to promoting equality, diversity and inclusion. We welcome applications from people of all backgrounds and are committed to equal opportunities for all.

Qualifications

Essential: - Good standard of general education; - Can evidence commitment to continued professional development

Desirable: - Understanding of medical terminology; - Educated to degree level; - Management qualification (ILM Level 3/5 or equivalent).

Attributes

Essential: - Can do attitude.; - Presentable appearance.; - Good team worker.; - Reliable.; - Flexible.; - Trustworthy.; - Pro-active and committed.

Experience

Desirable: - Knowledge of Systmone, our electronic patient management system; - Experience working within healthcare services.

Knowledge

Desirable: - Understanding of NHS performance targets and patient pathway management.; - Advanced IT skills; - Able to travel independently between DHC sites as required.

Skills and Aptitudes