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Job Details: Interim Service Improvement Manager

  • Specialism:
  • Operational Management
  • Sector:
  • Acute
  • Salary:
  • Competitive - Agency Cap/Framework Band 8A
  • Job Type:
  • Interim
  • Location:
  • South East
  • Reference:
  • TC18419

Our client an NHS Trust in the South East of England is looking to appoint an Interim Service Improvement Lead - Appointments and Referrals for 3 months in the first instance. This role will be at interim contractor rates under the CCS NMNC Framework at interim Band 8a.

This will be a three month role that will undertake a service review of the appointments team. This will include the following:-

  • The systems and processes in the appointments team (approx. 4 weeks);
  • the associated operational processes that impact upon the appointments team will also be reviewed;(i.e. standardising consultant templates)
  • To include the standard operating procedures, training and development of the teams, organisational form and governance arrangements; i.e. To ensure we have the correct level of processes that are easily accessible and consistent format;
  • From this recommendations and an improvement plan to ensure that the Trust has the capacity and resilience to deliver a sustainable appointment service will be developed;
  • The recommendations will be a mix of short and long term improvements;
  • The post holder will lead and mobilise the action plan over the following 8 weeks with clear hand over arrangements to continue to delivery of the action plan post week 12;
  • The post holder will also make an assessment of the efficiency & any changes required to the referral/registration processes

Skills & Experience

  • To have substantial and significant experience of service reviews/improvement;
  • Delivery improvement abilities with highly developed analytical, managerial and leadership skills;~
  • Experience of developing and implementing projects and able to plan, lead and deliver project deadlines;
  • Demonstrable experience of pathway redesign;
  • Experience in NHS call centre and booking transformation projects;
  • Subject matter expertise across a number of key areas relating to referral & appointment management;
  • Quantitative analytical skills and familiarity with performance and operational information;
  • Ability to provide and receive, convey and present highly complex, sensitive and/or contentious information to large groups and all levels of staff, responding openly to questions to ensure full understanding and engagement;
  • Ability to work on own initiative and organise workload, allocating work as necessary, working to tight and often changing deadlines;
  • Ability to make decisions autonomously, when required, on difficult issues and to be solution focused, but also to know when to escalate to appropriately;



  • Educated to masters level in relevant subject or equivalent level of experience of working at a similar level in relevant areas;
  • Management Qualification essential;
  • Clinical background desirable;
  • Project management qualification desirable

For further details on this role, please email Toni Coates on including your latest CV and expected rate.


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