Outpatients Service Manager

Job summary Dorking Healthcare delivers a wide range of NHS outpatient services across Surrey, providing care closer to home for thousands of patients each year. As Outpatients Service Manager, you will lead a large and diverse service, with responsibility for around 90 staff and more than 150 subcontracted clinicians working across multiple specialties and locations. This is a varied leadership role combining operational management, service development, workforce leadership, quality and governance, performance management and transformation. You will oversee day-to-day service delivery while also leading new service mobilisations, pathway improvements and strategic projects that enhance patient care and access. We are looking for an experienced, motivated and visible leader who can build strong relationships, analyse data to make informed decisions, manage competing priorities and inspire teams to deliver excellent patient care. You will be comfortable working with clinicians, commissioners, GP practices and system partners, translating ideas into practical solutions and delivering measurable improvements. In return, you will have the opportunity to make a real difference within an ambitious, innovative and patient-focused organisation. Dorking Healthcare has a strong track record of developing services that bring care closer to home, and we value people who are collaborative, curious, supportive and committed to continuous improvement. Main duties of the job As Outpatients Service Manager, you will lead the day-to-day delivery, performance and development of a diverse portfolio of NHS outpatient services across multiple specialties and locations. You will provide leadership to a large multidisciplinary workforce, ensuring services are safe, effective, financially sustainable and focused on delivering an excellent patient experience. You will oversee operational performance, workforce planning, quality and governance, patient pathways and service improvement initiatives. The role also includes leading service developments, mobilising new services and clinics, working with clinicians and system partners, and using data and insight to support evidence-based decision-making. You'll be expected to identify opportunities for improvement, manage risk, resolve complex operational challenges and ensure services consistently meet contractual and quality standards. We are seeking an experienced operational leader with a track record of managing healthcare services and delivering results in a complex environment. You will be a confident communicator who can build strong relationships with clinicians, staff, commissioners and partner organisations. If you are looking for a role where you can lead, influence, develop services and help shape the future of community-based healthcare, we would love to hear from you. About us Dorking Healthcare (DHC) is a CQC-rated Good healthcare provider delivering a wide range of NHS services across Surrey and Sussex. We are passionate about improving access to care, reducing waiting times and providing excellent patient experiences. Our outpatient services continue to grow and evolve, creating opportunities for innovation, service improvement and professional development. As an agile organisation, we can make decisions quickly, embrace new ideas and give our teams the opportunity to make a real difference. You will be joining a friendly and collaborative management team that works closely together to support each other, solve problems and continually improve the services we provide. We value individuals who take ownership, seek solutions and are motivated by making a positive difference for patients and colleagues. A positive, "can-do" attitude, strong teamwork and a commitment to continuous improvement are at the heart of how we work. Benefits: • Competitive salary • Membership of the NHS Pension Scheme • 27 days annual leave plus bank holidays, increasing with length of service • Access to an Employee Assistance Programme • Ongoing training, development and career progression opportunities • Opportunities to lead and contribute to service development and transformation projects • Free onsite parking at some locations (subject to availability) Job description Job responsibilities DHC is committed to promoting equality, diversity and inclusion. We strive to create an environment where everyone feels valued, respected and able to contribute. We welcome applications from people of all backgrounds and are committed to equal opportunities for all. Our clinics operate Monday to Saturday, and the post holder will participate in a rotational management cover arrangement on Saturdays, 1 in 3. The successful candidate will demonstrate: • Strong leadership and people management skills. • Experience managing operational performance, quality, governance and service delivery • The ability to analyse data and use insight to make evidence-based decisions • Experience leading service improvement, transformation or mobilisation projects • Excellent organisational skills and the ability to manage competing priorities • Strong problem-solving, decision-making and stakeholder management skills • A commitment to high-quality patient care, inclusion and continuous improvement JOB SUMMARY The Outpatients Service Manager is responsible for the safe, effective, efficient and patient-centred delivery of DHC outpatient services across multiple specialties and locations. The post holder provides visible operational leadership, translates organisational strategy into deliverable service plans and ensures that quality, performance, workforce, financial and contractual requirements are managed in a coordinated way The post holder leads the Outpatients management team and has overall responsibility for patient pathways, day-to-day service delivery, service development, mobilisation of new services and sites, clinical and corporate governance, workforce planning, stakeholder relationships and continuous improvement. They will work closely with the Director of Services, Medical Director team, clinical leads, corporate teams, commissioners, GP practices, host-site partners, NHS trusts, independent providers and subcontracted clinicians The role requires sound judgement, resilience and the ability to balance competing operational priorities while maintaining oversight of risk and longer-term objectives. The post holder will use data, patient and staff feedback, complaints, incidents, audits and external requirements to identify priorities, make evidence-based recommendations and ensure improvements are implemented and sustained DUTIES AND RESPONSIBILITIES OF THE POST Service leadership and operational management • Provide overall operational leadership for outpatient services, ensuring safe, responsive and effective delivery across all sites, specialties and administrative functions • Translate Board and organisational objectives into clear departmental plans, priorities, measures and accountabilities • Lead the Outpatients management team, establishing effective governance, escalation and communication arrangements and ensuring appropriate management cover • Oversee patient pathways from referral receipt to discharge, including pathway elements delivered by subcontractors and partner organisations • Monitor demand, capacity, waiting lists, clinic utilisation, productivity, access and pathway risks, taking timely action where delivery varies from plan • Act as the senior escalation point for significant operational issues, balancing immediate service continuity with patient safety, experience and organisational risk • Ensure business continuity and service resilience arrangements are in place, understood, tested where appropriate and reviewed following disruption • Provide clear, accurate and timely reports, assurance and recommendations to the Director of Services, Board and relevant governance groups Performan