Complaints Case Manager
5 days ago
As a key member of our team, you will be responsible for managing complex cases and ensuring the highest level of care for our patients.
**Key Responsibilities:**
- Quality Assurance and oversight of complex LD cases.
- Facilitating Level 1 dispute meetings.
- Review existing historical joint funding care packages for learning disabilities clients where issues are considered standard rather than complex.
- Carry out verification and quality assurance of all DSTs and review assessments as a primary assignment.
- Coordinate and provide support to the Legal Team in all legal cases and report progress to the line manager.
- Liaise with the ICB DOLs Team to provide required clinical information and updates to the Clinical Commissioning Manager.
- Coordinate and ensure timely and effective dispute processes, leading in Level 1 disputes and escalating unresolved cases to Level 2.
**Operational Management:**
- Manage Clinical Assessors to ensure the CHC team works effectively and maximizes individual performance in patient care.
- Participate in the recruitment process for CHC Team members.
- Access and receive all ICB mandatory training and maintain a personal development plan.
- Ensure staff under management are aware of and fulfill responsibilities under relevant legislation and guidance.
- Ensure clinical staff are updated on relevant guidance (CHC) and protocols in line with DoH policy and clinical research.
- Provide professional support, expertise, and input to the CHC Team and verification panels.
**Your Role:**
- Ensure all clinical staff in the CHC team adhere to ICB policies and procedures.
- Receive appropriate supervision and annual appraisal for professional development.
- Provide specialist training, support, and education to other health professionals.
- Case manage your own clinical caseload, resolving issues with funding, placements, invoices, and complaints.
- Provide case management for individuals in receipt of 100% NHS funding, including residential and domiciliary care packages.
- Manage complaints and queries to conclusion relating to your caseload.
- Strive to improve and drive performance, positively impacting care delivery and CWICB.
- Evidence of leadership training or experience in a leadership role.
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