NHS Leadership Academy

Chartered Management Institute

Aylesbury Grammar School

Deputy Operational Service Manager - Gastroenterology, Endoscopy & Theatres at Oxford University Hospitals NHS Foundation Trust

Aylesbury, England, United Kingdom

Equivalent to Deputy General Manager in similar organisations, covering the operational and strategic management of Gastroenterology, Hepatology, Endoscopy and Theatres; comprising of both outpatient and inpatient activity, 8 Endoscopy rooms across two sites and 19 theatres across three sites.

Oxford University Hospitals NHS Foundation Trust

Deputy Operational Service Manager - Gastroenterology, Endoscopy & Theatres

Service Manager- Endoscopy

Asked to act up into 8b role for the remainder of my notice period with Bucks Healthcare.
Taking on additional responsibility for Sexual Health service in Bucks.

Buckinghamshire Healthcare NHS Trust

Interim General Manager - Community Paediatrics, CYP Services and Sexual Health

Carrying out this role alongside the Acute Paediatrics Service Manager role from May 19 to September 19.
Operational management of the following areas; Community Paediatrics, Children's Therapies, Looked After Children, Health Visiting, School Nursing and Immunisations Team.
Key achievements;
-  Worked to open and ensure the successful launch of a new Paediatrics Outpatient Area at one of our Community sites.
-  Worked in collaboration with Oxford Health NHS Trust to establish and embed a Neuro-collaborative pathway for ASD and ADHD assessment, diagnosis and ongoing management of Young People across Buckinghamshire.
-  Worked in collaboration with the Medical and Pharmacy teams to introduce and embed the Trust's first Paediatric Prescribing Pharmacist clinics for our ADHD patients in Community Paediatrics via remote clinics.
-  Realignment of the Admin & Clerical budgets to enable the introduction of a new EHCP team within CYP, to support more effective Health sector input into Education and Health Care Plans for school-aged children in Bucks
During the COVID-19 pandemic I also assumed responsibility once again for Acute Paediatrics whereby I provided direct line management, coaching and support to the Service Manager whilst leading on exit planning for the Service and working towards a new normal, standing in for the General Manager.

Service Manager - Community Paediatrics and CYP Services

Promotion within the Department.
Key achievements :
-  Maintained 96%+ RTT compliance for Acute Paediatrics
-  Successfuly reduced the historic backlog of on-hold patients from approx 6000 to below 500 through close work with clinical teams
-  Worked with Nursing Team to improve triage times in Paediatric ED from 75% within 15mins to 90% + each month
-  Collaborated with clinical teams to move our GP advice line onto the Consultant Connect platform for improved governance
-  Worked with both clinical and admin team to develop a quarterly performance dashboard for the ongoing management of Paediatric Diabetes activity

Service Manager - Acute Paediatrics and Neonates

- Participate in developing Operational Policies and Procedures
-  Contribute to service development and strategic planning
-  Provide Specialist Business Support to the Head of Service
-  Support Head of Service to develop new Business Cases and Project Plans
-  Lead on investigations, reports and action plans of any admin specific complaint, concern or incident as required
-  Working with SDU colleagues to ensure meaningfully involvement of service users in service development, planning and evaluation processes
-  Participate in the development of robust financial procedures to manage income generation and verification of invoices in accordance with specifications and Trust financial instructions
-  Monitor service budgets
-  Validate regularly to ensure 18 week target is maintained and escalate any issues to the Head of Service
-  Ensure patients within the department are continually monitored on the PTL to avoid potential breaches
-  Receive and provide complex and highly sensitive information
-  Manage and lead administrative staff including core elements of HR, eg., recruitment and selection, performance management, appraisal, annual leave, sickness absence
-  Ensure administrative staff undertake an annual appraisal, have a personal development plan and are compliant with statutory and mandatory training
- Fixed term post)

Business Manager - Acute Paediatrics and Neonates

- Internal promotion within Outpatients
-  Overall operational responsibility for two Call Centres, a Logging Team, a Booking Team, a Clinic Cancellation Team and two Reception Desks comprising of 40 members of staff
-  Responsible for the training and development of the respective Team Leaders
-  Dealing with Patient complaints in a timely manner, in line with Trust guidelines
-  Recruitment into Outpatient Teams at Stoke Mandeville and Annual Appraisals for all Direct Reports
-  Overseeing all sickness and performance management of staff in my areas
-  Building strong relationships with various Operational Managers across a number of specialties throughout the Trust
- Managing Outpatient team at Amersham Hospital as interim cover also

Patient Access Site Coordinator

Responsibilities include;
-  Performance management of all Call Centre Team members
-  Drive exceptional standards of service in the Call Centre for all patients
-  Strive to achieve all KPI targets through consistent coaching of staff and regular one to one's
-  Direct management of all Outpatient Clinic Cancellation Team Members
-  Ensure Outpatient Clinics are cancelled in adherence to Trust guidelines in the best interest of the patients
-  Oversee the appointment scheduling for all Outpatient appointments for over 10 specialties across a number of Hospitals
-  Assist with the efficient use of ERS when receiving new referrals from the GP Practices
-  Implement the initial rollout of the Text Messaging Appointment Reminder service for the Trust through the Call Centre Team
-  Ensure patients are able to alter their appointment times/dates whilst ensuring their 18 week pathway is not compromised
-  Recruitment and Annual Appraisals for all direct reports in both of my Outpatient Teams

Outpatients Team Leader

Responsibilities include;
-  Full cash and stock management in store.
-  Training and development of all Team Members and Store Management Team.
-  Ensure efficient replenishment of all cards,  gifting and wrap sections
-  Working to achieve all KPI's through delegation and support for the Store Team
-  Identifying future talent and implementing a cohesive succession plan.
-  Support other stores accross the district whenever necessary
-  Manage and fully implement all seasonal changeovers in store in line with company guidlines
-  Manage whole store stocktake to ensure 100% accuracy
-  Ensure excellent merchandising standards are maintained
-  Ensure exceptional customer service is given at all times through continuous coaching with Team Members.

Clintons (AG Retail)

Store Manager

Responsibilities include;
- Performance management of all Sales Staff and Management within the Store.
- Innovative visual merchandising to drive sales.
- Full stock and inventory management to minimise loss through stock error.
- Advertising and recruitment for any in-store vacancies in line with company procedures.
- Cash management to prevent loss in this area.
- Ensuring high Store Standards are maintained consistently by the whole store team.
- Ensuring the store operates in line with all Health & Safety and Security procedures at all times.
- Training all staff across store functions to ensure a multi-skilled team.
- Managing costs incurred by the store to operate in line within agreed Store Budgets.
- Driving KPI's in all store processes to ensure the store reaches its maximum potential in all areas.
- Encouraging high standards of customer service through the use of coaching where required.
- Develop effective in store processes to drive growth in sales.
-  Responsible for delivering the training programme to any new Assistant Managers or Store Managers within my Area and acting as a mentor

The Works Stores Ltd

Store Manager / Store Manager Coach

Main responsibilities include;
- Customer service on the Bar and in the Restaurant area
- Manage the bar staff and waiting staff on shift
- Food preparation when required to assist the kitchen team
- Ensure close down standards are met consistently each night
- Full replenishment of the bar stock throughout the trading day

Mitchells & Butlers

Front of House Team Leader

Main Responsibilities;
-  Recruitment Administration for all Volunteers across the South East covering eight counties
-  Carrying out risk assessment interviews with Volunteers who produce adverse DBS'
-  Regular mail merges using Microsoft Word and Excel
-  Point of contact for all Area/District Managers across Surrey/Hampshire with HR issues
-  Dealing with queries face to face, on the phone and by email
-  Managing 3 busy inboxes in the HR Department
-  Processing suspensions and disciplinary outcomes
-  Disciplinary procedures
-  Conducting interviews for new applicants

Josh Stillingham