Assurance Caseworker

1 month 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 discuss options such as compressed hours)
- Flexi time
- Hybrid working model (we are currently working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts

To provide an efficient and comprehensive quality check to an agreed sample size for Overseas Healthcare Services (OHS) activities. You will also need to provide coaching sessions and conduct quality exercises to improve quality across CCS and OHS.

Working with Service Delivery Managers and internal stakeholders, you will provide timely and business appropriate responses to customer and stakeholder complaints, identifying process and system improvements. You must possess a high level of communication and customer service skills to approach this effectively. Assurance Caseworkers will use their technical and analytical judgement skills to review information and assess data before responding to customer complaints and preparing high level reports which outline service improvement recommendations.

By building effective relationships with internal colleague’s stakeholders, you will contribute to the delivery of KPIs, improves services to patients and increased value for tax payers’ money. Working as part of a team, you must be flexible, adaptable and prepared to move quickly between all tasks or duties. The nature of the service requires high levels of security, attention to detail and confidentiality.

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

 We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

 Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That’s why when you join us, you’ll be empowered and given the right support to help your career grow.

 As one of the UK’s Best Big Companies to work for, we’re all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We are people connected to care.

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 a



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