Office Manager Dorset Heart Clinic

Job summary

Dorset Heart Clinic LLP is a joint venture between University Hospital Dorset and Regents Park Healthcare. We are a team of top-tier healthcare managers, consultant cardiologists or anaesthetists, supported by a dedicated administration team with the united aim of providing world class cardiac services.

This role is very much the central hub for the clinic and the postholder will be acting as the key interface between the Trust and Regents Park Management, providing direction and leadership to the administration team based within the clinic in supporting the delivery of a patient focused service to NHS and Private Patients.

Main duties of the job

Act as focal point for all operational matters relating to the delivery of the clinical service.

Lead, guide and motivate a team of administrators working directly with private patients.

Provide operational information and support to the Registered Manager (head office based)

Chair meetings with Medical Advisory Committee, reporting on key performance measures agreed between the Trust and Regents Park Management

Ensure the clinic is operating at its full potential and capacity.

About us

Regents Park Healthcare was founded in 2002 and remains to this day, a family owned and patient centric organization. Dorset Heart Clinic was opened in 2017 and is located within Royal Bournemouth Hospital.

Our vision is to provide patient focused healthcare with a focus on specialization, clinical safety, operating discipline leading to an enhanced patient experience.

Our guiding philosophy is that every patient with heart disease should have access to healthcare of a world class standard.

Job description

Job responsibilities

MAJOR RESPONSIBILITIES:

Business Resources

Report on the following core processes monthly to the DHC Executive Management Team (EMT):

1.

Resource Management Ensure the most effective and efficient utilization and allocation of resources.

2.

People Environment Ensure compliance with all human resource policies and procedures. Promote effective communication processes and provide appropriate solutions to human resource matters ensuring the management of staff is conducted in a manner to achieve maximum growth for the corporate team and individuals.

3.

Infrastructure Environment Ensure the infrastructure environment is regularly audited and kept to a high standard. Review unsatisfactory operational issues while working with management andstaff to develop solutions.

4.

Procedure & Protocols: Ensuring all DHC policies and protocols are always up to date and relevant.

5.

Meetings: Attending regular programmed meetings with Trust, Consultant Cardiologists and any other stakeholder group. Responsibility for preparing agendas and distributing meeting minutes and action tables.

6 .

Nominated Individual*: A nominated individual works closely with the Registered Manager as a point of contact for the Care Quality Commission (CQC). The nominated individual will have a direct line of communication with the SMT.

*The nominated individual has no statutory responsibilities (other than those of any other employee), however, the nominated individual plays a major and important role in the leadership of their service and driving improvement.

Patient Service

Report on the following core processes monthly to the EMT:

1.

Reception & Outpatient areas Ensure that all reception and outpatient staff adhere to and promote the designated procedures and protocols of their business area and are meeting all budgetary requirements.

2.

Inpatient Ensure that all inpatient staff adhere to and promote the designated procedures and protocols of their business area and are meeting all budgetary requirements.

3.

Reporting Ensure that all staff associated with the capture and reporting of data do so in an accurate and efficient manner always.

Referral Service

Report on the following core processes monthly to the EMT:

1.

Marketing Take active ownership for all marketing activities of the Heart Clinic across a variety of distribution channels. Including but not limited to GP liaison activities, websites and patient engagement events. Working with internal stakeholders to help promote Dorset Heart Clinic services to an external audience

2.

Referral To increase the number of referrals to the Heart Clinic. To capture and monitor the source and type of referrals each month. To develop a heatmap of existing and potential referral bases. To shift market share and, overtime, to grow the marketplace.

Data Capture and Analysis

Report on the following core processes monthly to the EMT:

1.

Data Capture Ensure that all data capture staff are adhering to and promoting the procedures and protocols of their business area and are meeting all budgetary requirements.

2.

Systems Ensure that all systems staff are adhering to and promoting the procedures andprotocols of their business area and are meeting all budgetary requirements.

3.

Business Measurement Provide a monthly report to the EMT on the progress and outcomes of KPIs (operational, quality, growth etc.)

DUTIES:

1.

Direction To provide direction and leadership for the administration team. Monitor and manage corporate culture to ensure that an environment exists in which corporate objectives can be achieved effectively. Confer with the EMT to establish strategic business objectives, to develop organisational policies, to coordinate functions and operations between working areas, and to establish responsibilities and procedures for attaining objectives

2.

Executive Management Team Administration and Support Support operations and administration of the Executive Team when required.

3.

Marketing Support marketing, delivery and quality of our services. Liaising with clinicians, referrers, patients, suppliers, and subcontractors as required. Establishing and monitoring specific measurable marketing outcomes.

4.

Facilities Management Manage the Heart Clinic resources within budget guidelines and ensure staff comply to budgetary requirements enabling the greatest potential for business growth.

5.

Human Resource Management Effectively oversee the human resources management of theHeart Clinic, ensuring all staff follow and practice the policies and procedures of the business. Evaluate performance of key staff to ensure the attainment of their objectives.

6.

Public Relations Assure the Dorset Heart Clinic and its mission, processes, products and services are consistently presented in a strong, positive image to relevant stakeholders. Participate in external stakeholder meetings.

7.

Safety The role is committed to overseeing and ensuring a safe and hazard free workplace with accepted standards for the delivery of outpatient and invasive cardiology services.

TASKS RELATED TO THE POSITION:

1.

Oversee the effective delivery of all administration tasking, leading a team of administrators and giving guidance on all day-to-day operational issues

2.

Ensure adequate and appropriate staff available, ensuring capacity matches demand.

3.

Drive in conjunction with EMT, business development & growth of the Heart Clinic.

4.

Act as information channel between the Clinicians and the EMT, ensuring ongoing development of a clinically led and patient focused service.

5.

Ensure equipment is in serviceable condition and arrange routine and acute maintenance as required.

6.

Delegate authority of ordering, receipt and checking of stock.

7.

Liaise with suppliers.

8.

Organise monitoring of quality and efficiency of services.

9.

Deal with any complaints/enquiries and determine response, consulting as required, with the EMT and/or MAC.

10.

Counsel staff on work related issues, including holding annual reviews on performance to support their on going development.

11.

Monitor medium and long term operational effectiveness.

12.

Assess medium and long term operational resource needs of staff and equipment.

13.

Facilitate internal and external meetings.

14.

Coordinate ongoing Mentoring, Education & Professional Development of all staff.

15.

Ensures information on services provided by the Heart Clinic are not misleading and information provided by patients and prospective patients and their families is always accurate.

16.

Provide monthly feedback to Registered Manager on any operational issues that may need addressing at senior levels to maintain compliance in the event of any CQC inspections.

Person Specification

Experience

Essential

3 or more years experience working in an Office Management role. Leading and developing a team. Familiar with Microsoft Office products, including Outlook, Excel and PowerPoint.

Desirable

Working within Primary care or GP practice Familiar with medical terminology Used to working with clinical specialists consultants.

---