Assistant Performance and Operations Manager

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We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under-represented within the Trust.

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Job overview

Psychological Health Services (PHS) are looking for an Assistant Performance and Operations Manager (APOM) to join their team. This is a part-time role, 24 hours per week, worked over 3/4 days Monday-Friday.

This is an opportunity to take on a management role based within the Division of Women’s and Children’s. Based in the Bristol Royal Hospital for Children, the post holder will be responsible for the day-to-day operational running of Psychological Health Services.

Working with the Performance & Operations Manager, the successful candidate will play a pivotal role leading a team of administrators, whilst working closely with clinical & management teams.

Main duties of the job

The post-holder will manage performance and operational activities across trust-wide Psychological Health Services (PHS), within the Division of Women’s and Children’s Services.

Working closely with the Performance and Operations Manager and Divisional Management team, the post-holder will contribute to the delivery of efficient services through their expertise across all aspects of clinical administration.

The post-holder will contribute to the delivery of challenging performance targets through effective communication and liaison with consultant psychologists, clinical and administrative staff across the Trust on a day-to-day basis.

The post-holder will line manage the administrative staff in PHS, providing training and support for the team, including the management of annual leave, sickness, appraisals, and ensuring sufficient cover is provided. They will also be responsible for managing and maintaining the schedule for outpatient clinic rooms across PHS.

The post-holder will be able to use their initiative and will be able to work collaboratively to ensure that tasks are undertaken in an efficient and timely way. The post-holder will be able to remain calm under pressure and have excellent interpersonal skills.

Working for our organisation

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as ‘Good’ overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone’s throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we’re meeting our pledge.

Detailed job description and main responsibilities

Please review the full job description attached.

Performance Management:
• To work closely with the Performance and Operations Manager, General Manager and clinical and administrative teams to ensure capacity is fully and flexibly utilised to treat patients and to ensure both clinical requirements and Trust service objectives are achieved
• To work closely with the Performance and Operations Manager and administrative teams to ensure the best practice in clinical administration is maintained
• To ensure Trust Health Records Policies and Procedures are implemented
• To undertake investigations into patient complaints, relating to the patient administration, taking the lead on implementing more effective systems and / or adapting training as directed by the Performance and Operations Manager
• To manage the workload across the team to ensure everyone is always supported adequately.

Patient Care:
• Validation of patients across admitted and non-admitted pathways
• Help with the reduction of patients who did not attend (DNA) through improved patient letters, monitoring of high percentage DNAs and adhering to the paediatric DNA policy, and ensure that the coordinators do the same
• Ensure all patients requiring new registration on the Patient Administration System (PAS) are added to the system accurately and all patient demographic details are correct.

Organising and Planning:
• Ensure effective filling of short notice sessions/slots for sickness absence or performance issues
• Adhere to the Trust’s guidelines on patient access in relation to the management of waiting lists and undertake Referral to Treatment recording on the PAS system
• Cross-cover APOM for medical services during times of leave and sickness
• Maximise utilisation of clinic rooms, considering requests for new clinics and activity alongside the wider divisional requirements
• Provide administrative support to the Senior Clinical Leadership Team e.g. diary management, meeting administration
• Any other appropriate duties as required by the management team.

Service Development and Research:
• To support good working relationships with all teams within the BRHC, Division, Trust Headquarters and other organisations
• To provide ongoing suggestions to improve administrative processes to ensure effectiveness
• To highlight areas for cost improvement programmes.

Leadership and Management:
• Provide defined leadership and line management for administrative and clerical teams and support appraisal compliance/quality improvement.
• Be responsible for all HR requirements of BRHC booking and secretarial teams including appraisals, sickness and disciplinary process, as well as recruitment.

Information Resources:
• Preparation of documents using Excel, Word, Power Point and Outlook.
• To use and maintain workspace documents.

Person specification

Qualifications and Training

Essential criteria

Educated to GCSE, grade C or above (or equivalent) in English Language and Maths

Educated to degree level in relevant subject or equivalent experience

Evidence of commitment to continuing personal development

Knowledge and Experience

Essential criteria

Experience of managing a range of staff and adhering to HR processes

Experience of motivating and developing a team

Desirable criteria

NHS or public sector experience

Experience of managing complaints and incidents to resolve in a timely manner

Skills and Abilities

Essential criteria

Excellent organisational and administrative skills with high level of accuracy

Ability to use Microsoft Office or evidence of training in MS Office applications

Excellent communication and interpersonal skills to build and maintain positive working relationships with internal colleagues and external clients

Proven ability to meet deadlines and work under pressure with skills relating to prioritisation, delegation and time management

Aptitudes

Essential criteria

Forward thinking, innovative and proactive approach to work

Ability to work with a high level of sensitivity and confidentiality in relation to service processes

Pride in the quality and accuracy of work and attention to detail

We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.
• As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application to ensure we’re meeting our pledge.
• The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support – developing exceptional people for exceptional careers.
• UHBW is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
• To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview.
• If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.
• The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
• By applying for this post, you are agreeing to University Hospitals Bristol and Weston NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
• Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.

IMPORTANT:

Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts. We may also contact you by texting the mobile number, if provided, on the application form.

Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore, please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification

Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.

As a guide interviews should usually take place within 3 weeks of the closing date.

When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity.

Employer certification / accreditation badges

Applicant requirements

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.