Assurance Caseworker

6 months ago


Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

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.


  • Assurance Caseworker

    6 months ago


    Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

    An exciting opportunity has arisen for an Assurance Caseworker post within the Overseas Healthcare Services (OHS) team based at Bridge House, Newcastle-upon-Tyne. This post is for 1 position up to 12 months fixed term/secondment. What do we offer? - 27 days leave (increasing with length of service) plus 8 bank holidays - Flexible working (we are happy to...


  • Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

    NHSBSA Provider Assurance works on behalf of NHS England to conduct activities that assures the accuracy of contractual data, provides regular monitoring and reporting of performance, and enables the identification and challenge of systematic and behavioural risk. These activities facilitate action to prevent, deter or recover inappropriate payments from...

  • Caseworker

    7 months ago


    Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

    **In this role, you are accountable for**: Ensuring all casework is carried out in accordance with Governance frameworks, policies and procedures ensuring that accurate and timely records of activities are maintained. Self-managing and planning your own workloads to ensure optimally effective outputs. Collating and interpreting data obtained from records,...

  • Caseworker

    3 weeks ago


    Newcastle upon Tyne, Tyne and Wear, NE1, Newcastle Upon Tyne, United Kingdom myGwork Full time

    This job is with Ingeus, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. CaseworkerSalary: £26,460 + Benefits - Successful candidates are subject to our Development Progression Scale, as well as annual salary reviewsBased in Newcastle...

  • Caseworker

    3 weeks ago


    Newcastle upon Tyne, Tyne and Wear, NE1, Newcastle Upon Tyne, United Kingdom myGwork Full time

    This job is with Ingeus, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. CaseworkerSalary: £26,460 per annum + Benefits - Successful candidates are subject to our Development Progression Scale, as well as annual salary reviewsCovering...


  • Newcastle upon Tyne, United Kingdom Sopra Steria Full time

    **Do you have a passion for Customer Service and looking for a role with a bit of a difference? If so, we could have the perfect role for you!** We are looking for someone who is an exceptional in providing excellent customer service and has a real passion for helping people. The job will be handling and progressing complaints from our Government clients...


  • Newcastle upon Tyne, United Kingdom HM Revenue and Customs Full time

    **Details**: **Reference number**: - 300861**Salary**: - £41,782 - £44,932- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Senior Executive Officer**Contract type**: - Permanent**Business area**: - HMRC - CCG - Fraud Investigation Service**Type of role**: - Investigation**Working pattern**: - Flexible working,...


  • Newcastle upon Tyne, United Kingdom HM Revenue and Customs Full time

    **Details**: **Reference number**: - 338235**Salary**: - £28,341 - £30,323**Job grade**: - Executive Officer**Contract type**: - Permanent**Business area**: - HMRC - CCG - Fraud Investigation Service**Type of role**: - Administration / Corporate Support**Working pattern**: - Flexible working, Full-time, Job share, Part-time**Number of jobs...


  • Newcastle upon Tyne, United Kingdom Home Office Full time

    **Details**: **Reference number**: - 358093**Salary**: - £24,800 - £24,800**Job grade**: - Administrative Officer**Contract type**: - Permanent**Business area**: - HO - Visas and Immigration**Type of role**: - Operational Delivery**Working pattern**: - Flexible working, Full-time, Part-time**Number of jobs available**: - 5Contents Location About...

  • HR Advisor

    5 months ago


    Newcastle upon Tyne, United Kingdom Persimmon Homes Full time

    From the commitment we pour into our homes, to the belief we bring to supporting amazing careers, a role at Persimmon is a springboard for Building Your New Possible. Discover new opportunities to grow, learn new skills and release your potential. We’re Persimmon Homes, a FTSE 250 listed company and a leading UK house builder serving local communities...


  • Newcastle upon Tyne, United Kingdom Sopra Steria Full time

    Do you have a Customer Service background in retail or hospitality and looking to put adapt your skills in an office setting? Or do you have Customer Service experience but looking to step away from the sales driven & KPIS environment? If so, please read on & apply! SSCL is looking to recruit several Customer Service Advisors to join our team supporting...


  • Newcastle upon Tyne, United Kingdom HM Revenue and Customs Full time

    **Details**: **Reference number**: - 299108**Salary**: - £41,782 - £44,932- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Senior Executive Officer**Contract type**: - Permanent**Business area**: - HMRC - CCG - Fraud Investigation Service**Type of role**: - Investigation**Working pattern**: - Flexible working,...


  • Newcastle upon Tyne, United Kingdom HM Revenue and Customs Full time

    **Details**: **Reference number**: - 299683**Salary**: - £41,782 - £44,932- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Senior Executive Officer**Contract type**: - Permanent**Business area**: - HMRC - CCG - Fraud Investigation Service**Type of role**: - Investigation**Working pattern**: - Flexible working,...


  • Kingston upon Thames, United Kingdom CV-Library Full time

    Compliance and Procurement Officer - Rough Sleepers Kingston Job Role Deliver a high-quality service to private sector landlords and rough sleepers, ensuring smooth property acquisition, renewals, re-lets, and property hand-backs, while managing landlord relationships. Ensure all properties meet required safety standards, supporting the Rehousing Team...


  • Stratford-upon-Avon, Warwickshire, United Kingdom NFU Mutual Full time

    We are seeking a highly skilled Employee Relations Director to join our team in Stratford-upon-Avon. This is an exciting opportunity for a senior professional with extensive experience in Employee Relations within customer-focused environments.Job SummaryThis role involves overseeing HR casework, managing employment litigation, and collaborating with...


  • Stratford-upon-Avon, Warwickshire, United Kingdom NFU Mutual Full time

    About the RoleWe're seeking a skilled Technical HR Strategist to oversee our Employee Relations proposition, ensuring we're future-focused and meeting business needs.In this role, you'll provide guidance and support to both the ER team and the wider business, focusing on ensuring legal and regulatory compliance, mitigating risks, and upskilling the ER...