Operational Service Manager - Access

The post holder will provide operational management of the Patient Access Centre team to support the Access Centre Manager to maintain and continually develop speciality services within the Access Centre. In addition to this, the post holder will provide project management support to the the Patient Hub project, to support the delivery of a new Patient Engagement Portal (PEP), with the aim of reshaping our digital communication with patients and enhancing the overall patient experience at Liverpool Women's Hospital.
The post holder will form an integral part of the Family Health Operational team and will be required to support on going initiatives within the division., · To provide business support to the Deputy Divisional Manager to support the delivery of safe and effective services within the division, ensuring that all targets, deadlines and objectives are delivered as appropriate.
· To work with the digital services team to provide project management support to ensure the delivery of the new patient engagement portal.
· Manage and supervise all secretarial, clerical and waiting list posts within the directorate(s)
· Act up in the absence of the Access Manager as required
· To actively ensure the most effective deployment of resources to deliver activity, capacity and demand as required.
· Ensure local Key Performance Indicators are monitored and escalated.
· To work with the Access Manager to ensure waiting list targets and/or key performance indicators are achieved.
· Attend operational meetings relevant to capacity and demand planning.
· To monitor utilisation of clinical resources
· To ensure all patients clinical appointments are booked within target time and take immediate action to resolve any issues
· Assist with the planning and delivery of departmental meetings including collating data and information, creating presentations and capturing minutes and actions where required., The post holder will provide day to day management of the Patient Access Centre team to support the Access Centre Manager to operationally maintain and continually develop speciality services within the Access Centre. In addition to this, the post holder will provide operational and project management support to the the Patient Hub project, to support the delivery of a new Patient Engagement Portal (PEP), with the aim of reshaping our digital communication with patients and enhancing the overall patient experience at Liverpool Women's Hospital
· The post holder will provide business support to the Deputy Divisional Manager to assist in the delivery of safe and effective clinical services within the division, ensuring that all targets, deadlines and objectives are delivered as appropriate.
· The post holder will work with the digital services programme manager to provide operational and project management support to ensure the delivery of the new patient engagement portal. This includes the requirement to attend meetings and coordinate work to ensure good progress with this project within a given timeframe.
· Contribute to ensuring robust clinical governance systems are in place, which incorporates clinical incidents, claims, clinical guidelines and procedures.
· Manage and supervise all secretarial, clerical and waiting list posts within the directorate(s)
· Assist in the investigation and response to clinical incidents and complaints within appropriate timescales
· Act up in the absence of the Access Manager as required
The post holder will be expected to liaise with a wide range of healthcare professionals, nursing support and administration teams on a day-to-day basis to assist with waiting list targets, managing operations and service improvement.
Key Duties & Responsibilities
Operational/Performance Management
· To actively assist in the management of throughput within the directorate, working in partnership with Deputy Divisional Manager and Access Manager to ensure the most effective deployment of resources to deliver activity, capacity and demand as required.
· To assist in the management of the performance of the directorate/departments and ensure local Key Performance Indicators (KPI) are monitored and escalated.
· To provide administrative support to clinical teams as determined within agreed portfolio of services e.g., Clinical Lead support
· Support the Clerical teams ensuring that all work is completed in a timely way and patient queries are managed and escalated appropriately.
· To work with the Access Manager to ensure waiting list targets and/or key performance indicators are achieved (inclusive of gynaecology services, ante natal services, out-patients, deliveries, Fetal Medicine, Elective & Emergency C-Section activity and sub-speciality led Consultant Appointments. Escalate any potential capacity issues to the Access Manager.
· Attend operational meetings relevant to capacity and demand planning and ensure actions are completed.
· To work closely with the medical, nursing and midwifery teams to ensure capacity and demand is achieved.
· To co-ordinate the arrangement of complex cases, working with stakeholders to ensure women and families access the right services with appropriate support both internal to Liverpool Womens Hospital and with other NHS Trusts
· To monitor utilisation of clinical resources within agreed portfolio of services
· To contribute to the development of operational objectives within the directorate(s) which are consistent with the Division's objectives
· To contribute to the development of effective clinical governance, risk management and controls assurance systems, ensuring that procedures are embedded into the culture of the division.
· To ensure all patients clinical appointments are booked within target time and take immediate action to resolve any issues.
· To undertake local projects as agreed with the Divisional Manager and Deputy Divisional Manager.
· Comply with the Data Protection Act and Caldicott guidelines in relation to confidential data.
· Assist with the development and implementation of local standard operating procedures.
· Assist with the planning and delivery of departmental meetings including collating data and information, creating presentations and capturing minutes and actions where required.
· Support the Divisional Manager and Deputy Divisional Manager in the delivery of capital plans for agreed services, ensuring that items are listed for replacement and collating information for new equipment requirements.
Financial Management/Business Planning
· Assist in the development of business plans for clinical service areas.
· Assist the Deputy Divisional Manager in the effective management of the administration budgets and contribute to the delivery of CIP saving as required.
· Analyse and oversee correct collection of data, systems and figures to support PbR and income for all speciality related clinics.
Human Resource Management
· To provide management of the administrative staff within the Access Centre and assist with recruitment, disciplinary and grievance issues.
· To ensure all administrative staff within the specialities have an annual performance review and a live development plan.
· To ensure all staff undertake all mandatory training in a planned and phased approach throughout each financial year.
· Promote effective two-way communication throughout the directorate, including responsibility for team brief.
· To co-ordinate the investigation of patient/staff complaints, serious untoward incidents etc. under the supervision of the Specialty Lead and/or Lead Nurse.
To actively manage sickness absence to agreed targets and coordinate return to work plans.
Liverpool Women's NHS Foundation Trust has a responsibility and is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and for ensuring that they are protected from harm. Every employee of the Trust has a responsibility and is duty bound always to act in the best interest of a child or adult about whom we may have concerns.
Trust policy requires the cost of DBS applications be recovered via salary. The amount of £21.50(standard) or £41.50(enhanced) can be deducted from salary, in manageable monthly instalments for up to 3 months following commencement in post.
The Trust is committed to creating a well-managed,flexible working environment that supports staff & promotes welfare & development. We are committed to promoting equality and diversity;we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community.We operate Zero Tolerance to aggression, violence, bullying and harassment.We will make reasonable adjustments to ensure our recruitment & selection process is accessible to all.Flexible Working applications will be considered.
If you are disabled and have special support needs in applying for a job, attending for an interview or in undertaking any tests as part of a selection process, please contact the Trust's recruitment team on and someone from that team will ensure that the recruiting manager is aware of your particular needs.
Please Note:new entrants to the NHS will normally commence on the first paypoint of the relevant band.
LWH has a responsibility & is committed to safeguarding & promoting the welfare of children, young people & vulnerable adults & for ensuring that they are protected from harm. Every employee of the Trust has a responsibility & is duty bound always to act in the best interest of a child or adult about whom we may have concerns.
Liverpool Women's Hospital is committed to having a workforce that is representative of the communities we serve. To this end, we particularly welcome applicants from racially minoritised backgrounds, who have a disability, or are members of the Armed Forces, Reservists or Veterans.

Liverpool Women's delivers the highest standards of care for women, babies and their families. Each year we deliver over 8,300 babies, carry out over 10,000 gynaecological procedures, and care for over 1,000 poorly and preterm newborns, making us the specialist provider of health services for women, babies and their families in Europe.
We have some of the leading experts in their field, and, after featuring on One Born Every Minute, Miracle Babies and Special Baby Unit, our teams are famous across the world for their professionalism, skill and compassion.
Liverpool Women's Hospital clinical services are currently being reviewed by NHS Liverpool Clinical Commissioning Group, following work done by our clinicians in presenting a powerful case for change in the Future Generations Strategy.
A useful information booklet is available about the proposed changes which can be downloaded from the Healthy Liverpool website facebook.com/healthylvpool. This booklet clearly states that 'there is absolutely no threat to the services themselves - this is about making what we have even better and protecting services for the future'.
Liverpool Women's has an excellent reputation and is a centre of excellence. It is an exciting environment to work in and a great place to develop your career for many years to come.
We invite you to review why Liverpool Women's Hospital is a great place to work: https://vimeo.com/556197652
We reserve the right to close any vacancies from further applications when we have received sufficient applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role., Liverpool Women's NHS Foundation Trust delivers the highest standards of care for women, babies and families. Each year we deliver over 7,500 babies, carry out over 49,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly & preterm new-borns, perform around 1,000 IVF cycles and have over 4,000 genetic appointments taking place. We believe that this along with a strong dedication to research & innovation makes us the specialist health provider of choice in Europe for women, babies and families.
We have some of the leading experts in their field, which has been showcased on national TV and news, making our teams famous across the world for professionalism, skill & compassion.
The Trust is constantly innovating and evolving its services to provide the most cutting edge and modern care possible. As well as developing services on our current site we have long-term aspirations for the future. We have recently launched a number of new strategies which provide a detailed long-term plan for our services.
Check out why Liverpool Women's NHS Foundation Trust is a great place to work using the links below:
Video: https://vimeo.com/556197652
Online brochure: https://www.liverpoolwomens.nhs.uk/media/4121/recruitment-pack-great-place-to-work-16pp-v4-final.pdf