Assurance Caseworker
6 months ago
Responds to complaints in line with the NHSBSA Complaints Policy where the customer queries a decision or expresses dissatisfaction at the outcome of decision as well as any MP correspondence received. Independently re-examines such claims to ensure that they have been correctly decided in accordance with OHS procedures and policy. Liaises with Service Delivery Managers, Fraud and Error Team and other internal stakeholders when handling complaints at all levels, where appropriate. Identifies low level quality risks and issues and provides recommendation for remedial action.
Liaises with relevant internal stakeholder 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 at all times. Works closely with managers across OHS when undertaking MIS checks and quality 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. Provides in depth analysis to identify any trends in performance, working with Service Delivery Managers to provide an action plan to create improvements. Creates documented coaching plans and works across CCS and OHS to conduct sessions. Attends training sessions and works with academy managers in doing so.
Owns quality and makes the final decision on all error disputes within OHS and CCS and attends quality meetings to ensure that there is a consistent approach across all quality checking and quality exercises. Collates and validates raw data to be used in sponsor and stakeholder reports to the Department of Health and Social Care. This includes information of a specialist nature. 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. Manages own workload and operates in line with Service Level Agreements, internal agreements / polices, technical instructions / procedures / Governance Frameworks and within agreed time scales. Keeps accurate statistics and data relating to work completed. Creating an audit trail to ensure that all improvements and processes are documented.
Monitors and evaluates own achievements with timely and constructive feedback. Carries out adhoc quality audits. Deals with confrontational situations with a professional, constructive and productive approach. Validates the work of team member, particularly relating to complaints, before being approved by a Service Delivery Manager.
Works in an organised manner and complies with office systems. Deputises for the Service Delivery Manager, where appropriate. In addition to the above accountabilities, as post holder you are expected to: Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
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Assurance Caseworker
6 months ago
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Provider Assurance Casework Support
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Caseworker
7 months ago
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Caseworker
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Caseworker
3 weeks ago
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Customer Feedback Caseworker
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Economic Crime Civil Recovery Specialist
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Technical HR Strategist
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