Complaints and Claims Assistant

2 weeks ago

Newcastle upon Tyne, United Kingdom Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust Full time

We are looking for two self-motivated and proactive individuals to join our busy Complaints and Claims team. The posts are 37.5 hours per week, Monday to Friday.

We are looking for someone with experience of handling claims and/or complaints and have a solid and stable background within a customer facing environment.

Cases will include complex, sensitive or contentious issues, therefore a good understanding of confidentiality and data protection is required.

Often working under pressure to meet tight deadlines you will have to work without direct supervision, you will therefore possess excellent organisational, communication and interpersonal skills.

Previous applicants need not apply.

You will also be expected to liaise with the public and colleagues (at all levels) both internal and external to the Trust. You will have the ability to analyse claims and complaint letters by identifying the key issues and process them accordingly.

Excellent computer skills, knowledge and/or experience of using both Excel and databases, such as Datix, is required as these systems are used to record information and produce reports.

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate.High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.

Working within the Complaints and Claims team dealing with approximately 100 new claims, in excess of 400 complaints and approximately 200 Coroner’s enquiries per year.

Assist with complaints, claims and inquests in compliance with the Coroners Rules, NHS complaints regulations and NHS Resolution procedures and protocols.

Perform general office duties including answering phone calls, filing, photocopying, data inputting and general administrative duties.

Typing and data entry using general office programs and trust specific computer programs.

Preparation of agenda, minutes and arranging meetings; including provision of Dictaphone and downloading of recordings.

Preparation of responses including, formatting and initial quality checking to ensure the response answers the issues raised.

Depending upon workload, the post holder may also be required to work occasionally in other parts of the Patients Services department.

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