Role Information:
We are seeking an experienced senior manager with exceptional interpersonal skills to join our team at one of the fastest growing Heart and Lung Health diagnostic centres in London. This is a unique opportunity to work with a group of leading Cardiologists, Pulmonologists and referrers. You will be joining us as we focus on growth and leading the field in Heart and Lung Health, which will allow for both personal and professional development opportunities. OneWelbeck Heart and Lung Health forms part of an establishment providing several other services throughout the building, however, operate independently. Further centres are also under development or planned around the UK and internationally.
- Salary: Competitive
About OneWelbeck
• OneWelbeck was founded by a group of leading doctors whose objective is to develop a state-of-the-art centre at the heart of the Harley Street medical area.
• The centre opened in December 2019 providing diagnostic tests and treatment.
Main duties and responsibilities
• Overall responsibility of all business functions including budget control, operational management of patient pathways and billing/accounting.
• Line-manage the lead Front of House and leads in the Patient Pathway Administration teams, whilst overseeing the day to day to work of the entirety of the team.
• To deputise in the absence of the Centre Director and Deputy Centre Director.
• Be proactive in promoting a patient centered approach which upholds exceptional customer service principles throughout the patient pathway.
• Ensure all staff, permanent and temporary, are appropriately inducted and have the resources and knowledge to perform their role. With the support of the Centre and Deputy Centre Directors, ensure staff performance is maximised and that all staff are fully aware of the importance of their role to the success of the centre’s objectives.
• Identify training and development needs for staff. Ensure that performance appraisal, in line with the policy is fully implemented and carried out for all staff to enhance team and individual performance.
• Assist the CD and DCD in identifying opportunities for new business or service redesign, focusing on a patient centered approach to delivery.
• Utilise service improvement techniques and modernisation tools to develop and undertake regular audit of service areas, develop action plans and implement changes on behalf of the Centre.
• Be proactive in establishing communication with service users and other key organisations including physician practice management staff to ensure that their needs and views are considered in the planning and monitoring of Centre activities and the development of services.
• Assist the CD and DCD in the implementation of clinical governance, complaints, and risk management process for the service in monitoring of compliance with clinical governance standards, other Centre policies and processes and best practice requirements.
• Support the CD and DCD and other clinical staff in root cause and trend analyses of complaint and adverse incidents.
• Involvement in the consultant recruitment through the centre for both centers, this includes but is not extensive to consultant engagement and secretary engagement.
• Manage the collection and analysis of information relating to service performance activity and quality, identifying corrective action with the Management and Clinical team.
• Ensure the patients administrative service is appropriately covered in response to service needs.
• Enhance the centre and physician reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments and looking to exceed expectations at every point of patient contact.
• Debt collection reporting and management in collaboration with the debt collection agency.
• Data driven approach in improving services objectively.
Profile
Education and experience
• Demonstrable experience managing teams providing high quality customer care.
• Good level of general education – preferably to degree level or equivalent management experience.
• Computer literate. Competent in Microsoft office programs.
• Experience with electronic care records systems.
• Experience handling confidential and sensitive information.
Key Skills
• Excellent interpersonal skills.
• Excellent organisational skills.
• Attention to detail.
• Problem solving.
• The ability to work autonomously as well as part of a team.
• The ability to work across functions and to manage pressure.
• Diplomacy.
• A high level of numerical and literacy skills to support providing and interpreting information.
• Highly levels of motivation.
Salary & Benefits
• Competitive salary (experience dependent).
• Private healthcare.
• 5% Contributory pension scheme.
• 27 days holiday plus Bank holidays.
• Bonus Scheme