Operations Manager Central Services Resolutions inDorchester inDorchester PUBLISHED FRI 22 NOV 2024

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Are you an experienced health or social care leader who has a strong a 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.

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 Dorsets lead for independent review panels lead 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 as 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 outcome 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

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 the 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 workplan 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 postholder will have the ability to engage with key stakeholders and have demonstrable competencies in the managing of 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