Operations Manager Central Services Resolutions
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Are you an experienced health or social care leader who has a strong focus on service quality, with enhanced communication and negotiation skills and who is looking for a new challenge? The All Age Continuing Care (AACC) team is recruiting an Operational Manager to oversee its Continuing Healthcare (CHC) resolutions team which covers CHC Appeals, decision making, disputes, NHS England independent reviews and retrospective assessments.
You will have a keen eye for detail and the ability to analyse complex information using your professional judgement, experience and knowledge of the National frameworks and other associated legislation and statutory guidance to inform your decision making.
You will be able to utilise your written and verbal communication skills to effectively share information with individuals, their representatives and system partners, engaging in negotiation and conflict management to resolve disputes, complaints and ensure best outcomes.
As part of the AACC Senior Leadership Team, you will have the opportunity to be part of a supportive and dynamic and outcomes-focused service which is committed to enhancing quality, development and continuous improvement.
Main duties of the job
As part of the role, you will lead on CHC disputes process, chairing meetings and presenting cases at independent panels whilst utilising your negotiation and conflict resolution skills to ensure resolution in a timely fashion and that the best outcomes are achieved for individuals. You will act as the NHS Dorset's lead for independent review panels led by NHS England, presenting cases on behalf of the ICB and acting as an independent ICB representative on panels.
You will act as the operational lead for complaints, ensuring that these are allocated and investigated and that any identified learning is disseminated effectively to support continued service improvement.
You will provide oversight for appeals, decision making and retrospective processes ensuring high performance against local and national KPIs providing a high quality, responsive service.
You will directly manage team leads within your area and act as a point of escalation. You will monitor service performance and develop, implement and review plans to address identified issues and provide operational management cover to other areas to ensure the ongoing resilience of the service, including the care assurance process to ensure packages of care commissioned by the service are safe, sustainable, meet agreed needs and outcomes, and represent best value to the ICB.
NHS Dorset offers hybrid working. There will be a requirement to attend office bases in Dorchester and Poole as well as county-wide travel.
About us
We are joining up to tackle all the things that affect our health and wellbeing, make real change, and improve things for our communities.
Dorset ICS is made up of:
* NHS Dorset Integrated Care Board
* University Hospitals Dorset Foundation Trust
* Dorset County Hospital Foundation Trust
* Dorset HealthCare University Foundation Trust
* Bournemouth, Christchurch, and Poole Council
* 194 town and parish councils
* 18 primary care networks (made up of 73 GP practices)
* Southwestern Ambulance Service Foundation Trust
* Dorset Police
* Dorset & Wiltshire Fire and Rescue Service
* 7,300 voluntary organisations
What we do
The Health and Care Bill puts ICSs on a statutory footing empowering them to better join up health and care services, improve population health, and reduce health inequalities.
ICSs have four core purposes:
* Improve outcomes in population health and healthcare
* Tackle inequalities in outcomes, experience, and access
* Enhance productivity and value for money
* Help the NHS support broader social and economic development
Job responsibilities
Please see attached full job description.
The post holder will play a key role as a member of the All Age Continuing Care Senior Management Team (SMT) in supporting the All Age Continuing Care (AACC) service across Dorset. Working within the remit of the National Frameworks for Continuing Healthcare and Children and Young Peoples Continuing Care, the post holder will be responsible and accountable for managing and leading the operational workstreams within their work plan to deliver an effective high-quality, person-centered service.
The post holder will play a key role in supporting the Senior Operations Manager and Head of AACC in managing and developing the All Age Continuing Care service working in conjunction with external stakeholders to implement a local vision of All Age Continuing Care services, ensuring the delivery of key quality outcomes and strategic objectives for NHS Continuing Healthcare services across Dorset.
This post will require high level communication skills and a proven capacity to work in a multi-disciplinary way at an operational and strategic level. The post holder will have the ability to engage with key stakeholders and have demonstrable competencies in managing All Age Continuing Care services and to provide leadership to colleagues to implement strategies across Dorset and support the development of local and national policies.
The post holder will support the Senior Operations Manager and Head of AACC in the production of reports and analysis which will provide timely, responsive and accurate business intelligence against key objectives and priorities, liaising with commissioning functions which will require strong and effective working relationships with internal and external colleagues.
The post holder will be required to make judgements involving highly complex facts and situations which will require analysis, interpretation and comparison of a range of options. They will need to be aware of, and to understand, local strategy and local and national policy and be able to interpret and make judgement on various situations, taking account of these strategies and policies, to determine the correct course of action. This will be particularly relevant as many queries will have more than a straightforward choice of options.
The post holder will support the development of relevant policies and guidance in response to evolving changes and developments in service.
The post holder should hold a full UK driving license and have access to a vehicle to be able to fulfil the requirements of this post.
Person Specification
Experience
* Advanced theoretical and practical knowledge of a range of work practices and procedures including workforce management, performance management, risk management, protection of vulnerable adults, information governance etc.
* Expert knowledge, analysis and interpretation of Government legislation and policies.
* Evidence of management skills in recruitment and selection, performance management and project management.
* Proven history of reviewing financial reports to ensure consistency and accuracy.
* Knowledge and experience of governance and management of Personal Health Budgets.
* Experience of change management.
* Previous line management or staff support experience.
* Recent previous experience of working within a customer-focused environment.
* Previous experience of working with local authorities.
* Previous experience of planning and organising multiple panels and case conferences.
Skills, abilities and knowledge
* Ability to balance a highly complex workload with ever-changing priorities.
* Ability to organise staff and workflows to meet demand.
* Requirement of highly developed skills of accurately assessing, planning, implementing and evaluating care.
* Excellent observational skills and attention to detail.
* Ability to take initiative, be proactive, plan workload, set priorities and meet deadlines.
* Proven track record of working under pressure to strict deadlines.
* Excellent influencing and negotiation skills.
* Excellent written and verbal communication skills.
* Able to have a flexible approach and be able to work effectively as part of a team in a challenging environment.
* Able to identify new approaches and views of problems and look beyond existing structures to produce new solutions.
* Good working knowledge of Microsoft packages.
Qualifications
* A relevant professional qualification / registration in health or social care.
* Masters level qualification or equivalent knowledge, skills and experience.
* Knowledge of NHS All Age Continuing Care and associated procedures and practices, underpinned by theoretical knowledge of the National Framework for NHS Continuing Healthcare and NHS-funded Nursing Care and Children and Young Peoples Continuing Care.
* Evidence of Continued Professional Development.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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