Chc Disputes Support Officer

4 weeks ago

Preston, United Kingdom NHS Lancashire and South Cumbria Integrated Care Board Full time

The Support Officer is required to provide high quality professional administrative services to the CHC Disputes Team. The Support Officer will primarily be responsible for the case management of complaints made in relation to retrospective review decisions.
- End to end administrative support for retrospective review and disputes in relation to CHC and Retrospective Reviews (RRV).
- Managing and updating function databases
- Ensuring that all applicable guidance and frameworks for the resolution of NHS Continuing Healthcare disputes are followed and applied in administrative work.
- Administrative support to Clinical Nurse Reviewers including the allocation of disputes relating to a variety of complex issues.
- Preparation and submission of case files as requested by NHS England and the Parliamentary and Health Service Ombudsman
- Communication with a wide range of internal and external stakeholders as required to resolve complaints locally.

Key Responsibilities
- Provide a professional, efficient and comprehensive administrative and support service to the team, at all times demonstrating a high level of discretion, sensitivity and confidentiality.
- Acting as a point of contact for teams, dealing and responding effectively to queries from stakeholders and passing on relevant information to appropriate team members autonomously.
- Prioritise own workload to meet conflicting deadlines and plan for known situations and be able to re-prioritise work to accommodate unexpected situations
- Maintain databases and spreadsheets; producing reports as required by management, NHS England at all times ensuring disclosed data validity.

Lancashire & South Cumbria ICB is a fully-authorised ICB responsible for the full range of ICB statutory duties and powers. The ICB aim is to improve the health of the people of Lancashire & South Cumbria and reduce health inequalities through strong, clinically-led commissioning of high quality healthcare services.

This is an exciting opportunity to work within a successful, progressive ICB and to make a positive contribution to the lives of people in Lancashire & South Cumbria.

Our hours of work are Monday -Friday, 9am -5pm with the opportunity for agile working. Lancashire & South Cumbria ICB is committed to the personal and professional development of their staff and offers a wide selection of learning and development opportunities.
- Ensure files, data and information (electronic and paper) are recorded and stored in line with ICB policies and information governance standards.
- Have the ability to be flexible and alter work patterns as required in order to meet the variable nature of workloads, interruptions and deadlines.
- Recognise the importance of confidentiality and sensitivity of issues at all times.
- Coordinate the retrospective review and CHC disputes process for the team, ensuring all patient information is received within relevant time frames and assisting the clinical team throughout the peer review process
- Provide support and guidance on relevant policies and procedures to the team.
- Assist the team to co-ordinate the administration of retrospective review and CHC disputes process such as the taking of enquiries, handling post and that all confidential communications are distributed appropriately.
- Resolving problems to best of ability which may include discussions with solicitors, advocates or legal representatives regarding sensitive information.
- Support the department in communicating and engaging with members and stakeholders and building professional relationships.
- Deal with queries and issues within area of expertise, referring issues to other IPA staff as appropriate, ability to work collaboratively with in the IPA function.
- Participate in objective setting and monthly 1:1 meetings with line manager and attend all ICB mandatory training and other training relevant to role. Take every reasonable opportunity to maintain and improve professional knowledge.
- Plan, oversee and monitor the completion of disputes to ensure that local timescales are met and that priority issues are dealt with promptly.
- Undertake research for the senior management team as directed and carry out appropriate delegated duties as required. This may include drafting reports and detailed responses to issues applicants may have with the retrospective review complaints process.
- Responsible for ensuring that the team has the necessary equipment and resources required to undertake their duties. Report and action any problems that may arise.
- Preparation and submission of case files as requested by the Parliamentary and Health Service Ombudsman, adhering to timescales and formats for submission

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