Job Description

Management of outpatient clinics Management of patients RTT pathway Line management of the administrative team Supporting with service developments Leading on excellent customer services Leading on outpatient clinics to ensure they are utilised appropriately RTT pathways for patients To attend PTL meetings and undertake actions arising Working with the service manager to implement new processes to improve the service Line management for the team Work allocation to ensure all duties are undertaken Ensure staff are appropriately trained in customer care, mandatory training, and IT systems Attend meetings and disseminating information Applying excellent communication and customer service skills Undertaking administration duties

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.



Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:

Northwick Park Hospital:

home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK

St Mark's Hospital:

an internationally renowned specialist centre for bowel disease

Ealing Hospital:

a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice

Central Middlesex Hospital:

our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.



We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.



Planning and organisation



Assist the Service Manager in the development of integrated business and service plans Implement solutions to complaints received within the department Support with policy and service Development Work with the management team to optimise resources Maintain service to a level of quality commensurate with Trust guidelines Support the Service Manager on annual saving programs, as set out by the Trust Maintain first class customer care Organise own workload and respond to changed circumstances to ensure that individual deadlines are achieved, and that department deadlines are adhered to

Staff management & leadership



Plan and organise the workload for the team to ensure the service runs efficiently Develop an effective administrative team Line management of the team Provide guidance and support to the team on day-to-day issues arising in the department Monitor and approval of annual leave Monitor sick leave and take action as appropriate Management of Health Roster Undertaking regular 121's with the team and annual appraisals Induct all new team members Chair team meetings and lead on actions

RTT



Validation of patient pathways via FDP system Escalation of diagnostics and treatments Prioritising and bringing forward patient appointments in a time sensitive manner Monitoring long waiting patients and reporting at PTL meetings Stopping clocks for patient that have had their treatment Leading on queries in relation to patient pathways

Clinic Management



Undertake weekly checks to ensure that clinics are fully utilised / not overbooked Allocate team members to adjust or fill clinic as required Work with the rota coordinator to ensure that clinics are cancelled in a time sensitive manner as required Attend meetings with the access centre manager Lead on actions arising from the meeting Monitor FDP to ensure patients receive first appointment in a timely manner Update weekly performance data Highlight areas of concern to the Service Manager

Other Duties



Support with adhoc projects Purchase items as required via E-Procurement Build good working relationships with own team, clinicians, senior management team and other services Effectively communicate with other internal departments, Outpatients, Central Booking Office, Secretaries, Wards and Clinicians, Ensure staff have fully functioning IT and departmental equipment; logging any breakdowns to the appropriate department and ensuring equipment is safe for use * To undertake other duties appropriate to the post as directed by the Service Manager