Assurance Caseworker

**In this role you are accountable for**: 1. Actively seek to improve the quality performance of staff against targets and objectives. Carry out regular coaching and performance reviews giving objective and constructive feedback to everyone. Ensure that best practice is shared not just within the team but across the service.

2. Owns quality and makes the final decision on all error disputes within the service. 3. Attends quality meetings with managers to ensure to ensure that there is a consistent approach across all quality checking and quality exercise.

4. Provides support to team members performing quality checks. 5. Providing evidence of reporting of improvements to management by way of accurate analysis and feedback records, highlighting trend and training needs.

6. Participate in audit exercises when required, verifying the accuracy of checks by internal and external auditors. 7. Communicating effectively at all levels.

9. Responds to complaints in line with the NHSBSA complaints policy where the customer queries a decision or expresses dissatisfaction at the outcome of a decision as well as any MP correspondence received. Independently re-examines such claims to ensure that they have been correctly decided in accordance with internal procedures and policy. 10.

Assists drafting various formats of articles/factsheets for staff to use as a quick reference guide and operational guidance. 11. Take responsibility for your workload and that of the team, using your initiative and managing your time. Proactively demonstrate a solution focussed approach to your work.

12. Liaise with other teams to ensure that any policy or procedural changes are reflected, as necessary. Understand how your role links to the objectives within the wider business. 13.

Continuously review and provide feedback towards improving developing internal processes. 14. Liaises with policy specialist and managers, fraud, and other internal stakeholders when handling complaints at all levels, where appropriate. 15.

Identifies low level quality risks and issues and provides recommendation for remedial action. 16. Liaises with relevant internal stakeholders to discuss cases at a policy level. Conducts research.

Dealing with queries, communicates with customers, both internal and external, either by telephone or in writing, providing excellent customer service always. 17. Works closely with managers across the service, ensuring quality performance and undertaking exercises providing help with staff development. Identifies errors and trends, accurately records this in the appropriate system and provides both verbal and written explanations of any error discovered.

18. Undertakes special projects. Fully documents the purpose, scope, action taken and outcome providing a documented report on the project and translating this into service improvement, both system and process. 19.

Gives assurance on complex case work and responses to appeals. 20. Assures information provided by stakeholders reconciles against allocated numbers provided by DHSC prior to authorisation of customer funds. 21.

Manages own workload and operates in line with service level agreements, internal agreements/policies, technical instructions/governance frameworks and within agreed timescales. Creating an audit trail to ensure that all improvements and processes are documented. 22. Monitors and evaluates own achievements with timely and constructive feedback.

23. Carries our adhoc quality audits. 24. Validates the work of a team member, particularly first line appeals and informal complaints.

25. Works in an organised manner. 26. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.