Head of Operations

1 week ago

Cardiff, United Kingdom Clinical Partners Full time

We’re one of the UK’s leading providers of mental health services, working both privately and in partnership with the NHS to support people and families facing emotional and psychological difficulties. Demand for mental health support has never been higher — and we’re scaling fast to meet it. As we grow, we’re building a brilliant, data driven, passionate team to help us deliver high-quality care to even more patients. This role combines clinical expertise with operational oversight, acting as a key point of contact for day-to-day clinical queries, supporting ADHD and ASD pathways, contributing to clinical governance, and ensuring high-quality care across the service.
Support the employed Medicine Management Specialists with medication-related or clinical pathway queries.
Ensure consistent clinical cover across key functions, including side-effects monitoring, rota oversight, and mailbox triage.
Clinical Governance, Complaints & Incidents
Support the investigation of clinical incidents and clinical complaints, ensuring compassionate, thorough, and timely responses.
Contact clinicians involved in incidents or complaints to gather information, offer support, and assist with reflective practice and learning.
Provide clinical advice on incident categorisation, risk assessment, and escalation pathways.
Assist in the drafting, updating, and implementation of SOPs, particularly where improvements are required following incidents, complaints, or audit findings.
Support CQC-related clinical actions, including those arising from internal audits or the current self-assessment programme.
Contribute to quality assurance activities, including reviewing incident trends, lessons learned, and compliance monitoring.
Data & Information Governance Support
Assist in reviewing clinical information prepared for release in Subject Access Requests (SARs) or data deletion requests, ensuring accuracy and safeguarding compliance.
Advise on clinical-safe processes throughout patient pathways, identifying opportunities to strengthen quality, safety, and efficiency.
Support training, onboarding, and upskilling of operational colleagues to improve their understanding of clinical processes.
Registered healthcare professional (e.g., Current professional registration with a relevant governing body (NMC, HCPC, GMC, etc.).
Strong understanding of clinical risk, incident management, and safeguarding principles.
25 days paid holiday (increasing with service to 28 days) plus bank holidays.
~ Healthcare Cash Plan.
~ Life Assurance.
~ Discount Vouchers.
~ Access to a Wellbeing portal and Employee Assistance Programme (EAP).

We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. DBS Check Requirement
Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.

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