Job Description

The Deputy Outpatients Manager (Operations) will work closely with the Deputy Outpatients Manager (Services) and the Outpatients Service Manager to support the effective and efficient running of the department. They will act as the escalation point for same-day concerns and will place patient experience at the centre of their decision-making. The role involves supporting the Outpatients Service Manager in managing the outpatient teams, including referrals in, reception, pathways, medical secretaries, and referrals out. This will include line management, streamlining processes, building relationships with third parties, supporting service developments and improvements, and reviewing and developing Standard Operating Procedures.



The post holder will work collaboratively with all teams across Outpatients and must therefore develop a strong understanding of the various duties and responsibilities within each team. They will also need to consider the wider impact of decisions and events across the service. It is essential that the post holder demonstrates excellent attention to detail and problem-solving skills, and is able to prioritise and organise their own workload. They must be capable of exercising initiative and independent judgement, while maintaining a high level of confidentiality and diplomacy at all times.



DUTIES AND RESPONSIBILITIES OF THE POST Responsible for the day-to-day management of operational issues, using initiative and making independent decisions. Oversee the management of patient pathways from referral through to discharge, including elements delivered by sub-contractors. Manage teams to meet objectives set by the Board, as well as local and national targets, KPIs, and SLAs. Prioritise and organise own workload, taking appropriate action as needed and ensuring deadlines are met through shared knowledge and team cover.



Attend and conduct operational meetings and review groups relating to incidents, complaints, and governance. Support the development of innovative working practices, new services, and additional locations to enhance patient experience. Continuously seek service improvements, using emerging technologies to promote efficiency and autonomy. Run reports and interpret data to inform operational decisions.



Undertake any other reasonable duties in line with the nature of the role. Patient and Public Engagement Act as the first point of contact for complaints and concerns, working with relevant team leaders to address patient issues promptly. Build and maintain effective working relationships with colleagues, clinicians, and external partners. Set up regular quality and performance review meetings with third-party healthcare providers (e.g.



NHS trusts and independent hospitals), supporting the establishment of new referral pathways, sharing wait list trackers, and facilitating mutual information exchange and issue resolution. Conduct and support patient surveys, audits, and inspections; review patient feedback and develop action plans to address areas for improvement. Governance Ensure all complaints are responded to within agreed timeframes and in line with guidelines. Investigate incidents thoroughly, establish root causes, and implement corrective and preventative measures to avoid recurrence.



Draft new procedures and review existing processes to ensure they remain fit for purpose, updating them as necessary. Maintain accurate and up-to-date records. Ensure staff remain compliant with mandatory training requirements. People Management Provide direct line management to team leaders and overarching support to their teams.



Identify and address poor performance or ineffective processes in a constructive and timely manner. Maintain full understanding of all departmental policies and procedures, ensuring they are implemented and adhered to. Act as a role model, actively demonstrating DHC values. Foster and maintain strong working relationships with all colleagues.



Provide coaching and mentoring to team members to support their development. Deputising for the Outpatients Service Manager Deputise for the Outpatients Service Manager and the Deputy Outpatients Manager (Services) during periods of absence or when they are off-site. Act as duty manager, supporting all teams within the department to resolve queries and ensure timely resolution of issues. Share responsibility for responding to duty calls, emails, and operational tasks.



Ensure day-to-day operations remain efficient and effective, proactively identifying and implementing improvements where appropriate.