Job summary
An exciting opportunity has arisen for an experienced, forward thinking Operational Manager to join theWellbeing Matters Service. The Wellbeing Matters Service provides a single point of access to a number of services for the public, patients, carers and healthcare professionals, facilitated by integrating IT systems and telephony. These services will include:
Vale Community Resource Service
District Nursing
Safe at Home
Specialist Community Services
Falls
Palliative team
The Operational Manager will provide high-level management support to the Wellbeing Matters Team to ensure that all contacts are processed in accordance with UHB and Welsh Government expectations for patient care, that it enhances the standard of service provided and does not jeopardise patient care.
The ideal candidate will be highly organised, efficient and work well under pressure. You will have strong HR and management experience. You will be expected to manage your own workload whilst managing, monitoring and delegating the activities of the Wellbeing Matters Team to meet the mandated KPI's.
Excellent communication skills are required as the role will have strong links with colleagues within Cardiff & Vale University Health Board, The Vale of Glamorgan Council and third sector organisations.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
- The Operational Manager will operate in an environment where excellent communication skills are essential. These will include dealing with multidisciplinary professionals and patients, listening, empathising, reassuring and taking decisive action.
- The Operational Manager will utilise advanced listening, probing and facilitative skills across a diverse range of calls, some of which will be highly challenging and emotive. Calls will be managed from health agencies or professionals wanting to escalate potential critical clinical information.
- The Operational Manager will be responsible for high-level operational support of the Wellbeing Matters Team, under the guidance and supervision of the Vale Locality Manager.
- Manages and prioritises own workload effectively, organises tasks in such a way as to incorporate any additional volume of work.
- To produce monthly and quarterly report of departmental statistics.
- The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone, delivering excellent care and support.
Our mission is "Living Well, Caring Well, Working Together", and our vision is that every person's chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.
Job description
Job responsibilities
You will be able to find a full Job Description and Personal Specification attached within the supporting documents or please click "Apply Now" to view in Trac.
Job description
Job responsibilities
You will be able to find a full Job Description and Personal Specification attached within the supporting documents or please click "Apply Now" to view in Trac.
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent knowledge and/or experience.
- Evidence of recent Continuous Professional Development.
Desirable
- Identifiable qualification in the use databases/Spreadsheets software.
- ECDL
Experience
Essential
- Experience in a multidisciplinary, patient/custeeromer focused service/environment.
- High level administration experience
- Developing and managing detailed spreadsheets and databases
- Financial processes, such as invoices and budget managment
- Resolving HR queries
- Complaints managment
Desirable
- Working in a contact/Call Centre type environment
- Oracle or similar ordering system
Skills
Essential
- Ability to manage own and other workload and time by planning a range of complex activities such as rota scheduling and prioritising work as necessary
- Understanding and gaining achievement through others of service objectives
- Good telephone manner and communication skills. Communicating effectively with staff challenging or vulnerable patients
- Excellent numeracy and literacy skills
Special Knowledge
Essential
- Information Governance
- Understanding of key performace indicators and their correlation to business aims and objectives
Personal Qualities
Essential
- Professional
- Flexible
- Adaptable
- Approachable
- Motivated
- Diligent
- Team Player
- Ability to represent the service
Other
Essential
Desirable
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent knowledge and/or experience.
- Evidence of recent Continuous Professional Development.
Desirable
- Identifiable qualification in the use databases/Spreadsheets software.
- ECDL
Experience
Essential
- Experience in a multidisciplinary, patient/custeeromer focused service/environment.
- High level administration experience
- Developing and managing detailed spreadsheets and databases
- Financial processes, such as invoices and budget managment
- Resolving HR queries
- Complaints managment
Desirable
- Working in a contact/Call Centre type environment
- Oracle or similar ordering system
Skills
Essential
- Ability to manage own and other workload and time by planning a range of complex activities such as rota scheduling and prioritising work as necessary
- Understanding and gaining achievement through others of service objectives
- Good telephone manner and communication skills. Communicating effectively with staff challenging or vulnerable patients
- Excellent numeracy and literacy skills
Special Knowledge
Essential
- Information Governance
- Understanding of key performace indicators and their correlation to business aims and objectives
Personal Qualities
Essential
- Professional
- Flexible
- Adaptable
- Approachable
- Motivated
- Diligent
- Team Player
- Ability to represent the service
Other
Essential
Desirable
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
