Working pattern: Monday to Friday 37.5 hours
We are seeking an administrator with excellent organisational and interpersonal qualities to join the All-Age Continuing Care team. The role will be key to providing essential and effective administrative support to our Appeals and PHB teams. You'll have the opportunity to work with a wide range of people including healthcare providers and clinical professionals.
The ideal candidate will be enthusiastic, detail-oriented and able to work independently. Managing multiple tasks simultaneously will be one of your strengths. The successful candidate will ensure all communications are handled with the utmost professionalism and care and drive to make a positive impact in the lives of patients navigating the complexities of the healthcare system.
If you're eager to showcase your administrative and communication skills, we encourage you to apply and become a vital part of our supportive and collaborative team, delivering outstanding services.
Key Skills and Qualities:
* Ability to manage multiple tasks and meet deadlines efficiently.
* Accurate data entry and meticulous record-keeping.
* Proactive approach with the ability to work independently and as part of a team.
* Understanding and supportive approach to patient and public interactions.
* Ability to use information systems and generate reports.
* Commitment to maintaining confidentiality and handling sensitive information discreetly.
Main duties of the job
* To support the PHB and Appeals teams through delivery of efficient and effective administrative and data management processes and procedures.
* Support the PHB and Appeals Clinical Leads to ensure the workstreams are effectively delivered to agreed deadlines.
* Process appeal requests in a timely and accurate manner, ensuring compliance with all regulatory requirements.
* Serve as a point of contact for patients, patient representatives, healthcare providers, legal and clinical professionals, ensuring all public and patient contact is of the highest professional standard.
* Maintain detailed and accurate records using multiple information systems.
* Undertake quality audits, ensuring the correct documentation has been completed for each PHB.
* Coordinate meeting planning, including scheduling panels, setting agendas, and taking and circulating detailed minutes.
* Monitor and follow up with relevant others on any items for action arising from meetings.
* Maintain confidentiality regarding all conversations and documentation.
* Generate accurate data to enable local, regional, and national reporting to be undertaken.
About us
The Black Country Integrated Care Board (ICB) is a statutory NHS organisation responsible for developing a plan for meeting the health needs of 1.26 million people in the Black Country. We manage the NHS budget for Dudley, Sandwell, Walsall and Wolverhampton and are responsible for planning and buying Primary Medical Services (GPs), dental, optometry and pharmacy services.
We are part of the Black Country Integrated Care System (ICS), known as Healthier Futures, which is a partnership of organisations working together to bring health and social care services closer together for the good of our communities. We support the ICS vision for a healthier place with healthier people and healthier futures.
The ICB has five core values that underpin the way we work and help to guide our actions and the decisions we make for local people and communities. These are compassion, inclusivity, integrity, fairness and trust.
We are an equal opportunities employer who actively supports and encourages increasing the diversity of our employees, and welcome applications from people with transferable skills gained through experience across the full range of health and social care settings.
We are also a bronze award holder under the Defence Employer Recognition Scheme (ERS). The ERS recognises commitment and support from UK employers for defence personnel.
Job responsibilities
* To be thoroughly conversant with the National Framework for NHS Continuing Care (CHC) and ensure that the policy is efficiently and consistently applied as part of the administrative process and implement any proposed national changes.
* To ensure that the administrative processes for the management of continuing healthcare requests accord with National and Local Policies.
* Support the CHC service with secretarial and administrative systems, processes and procedures to support efficient day-to-day operations of the CHC team.
* The post holder will be required to demonstrate initiative in organising their own workload as well as working independently. There will be an expectation for the post holder to be highly motivated, flexible and enthusiastic.
* To undertake ad-hoc support for project work as delegated by the CHC Business/Specialist Lead.
* Able to work, predominantly under supervision, but be able to prioritise an unpredictable workload and ensure competing priorities are delivered as expected in a timely manner and within the policies and principles of the ICB standards.
* To maintain constructive relationships with a broad range of internal and external stakeholders. Attend team, relative, CHC panel, retrospective and Local Resolution meetings, to take and transcribe minutes and reports.
* To circulate minutes to the team/relevant others and send written responses to individuals and members of the public, i.e., clients relatives or legal representatives.
* To follow up with relevant others on any action points from team, relative, CHC panel, retrospective and Local Resolution meetings.
* As part of a team, to provide business, secretarial and administrative support to a range of both clinical and non-clinical staff within the CHC team.
* To maintain a high standard and quality service by working as a team.
* To demonstrate initiative and time management in organising own workload and delivering a customer-focused service.
* As part of a team, to provide general office duties including dealing with post, photocopying, ordering of stationary.
* On a daily basis answer queries from patients, carers, public, other professions and care agencies through telephone, email and internal departments, relating to a wide range of issues. Taking messages and accurately recording, directly responding to queries, exercising initiative and judgment to analyse and prioritise issues and escalating as appropriate.
* Escalating queries/information on a daily basis when members of the public, colleagues, medical and other professionals are distressed, angry or frustrated; whilst maintaining a polite and professional manner.
* To assist with coordinating a delegated range of diaries for staff within the CHC team, taking a proactive approach. This includes arranging and coordinating a wide range of meetings and appointments with a range of external stakeholders and system partners.
* To support the CHC Business/Specialist Lead to action and process all Subject Access Requests/FOI and to follow the procedure appropriately in given timescales.
* Sharing personal client information of sensitive nature and ICB information with colleagues, medical and other professionals in line with ICB policies and procedures within the regulations of GDPR, Sharing of Information Protocol and Freedom of Information Act on a daily basis.
* Using knowledge and experience to explain the application process, procedures, policies and eligibility criteria with regard to requests for Continuing Healthcare funding and Funded Nursing Care to colleagues, members of the public (who are sometimes elderly, confused, distressed and angry with the system), medical and other professionals on a daily basis.
* On a day-to-day basis, maintain a current and efficient recording and reporting system ensuring that correspondence is filed in the correct electronic file in accordance with the Records Management NHS Code of Practice retention schedules and local guidance.
* To assist with the dissemination of information to the ICB and beyond when appropriate in compliance with information governance requirements.
* To liaise with the IT help desk, reporting any faults, arranging service call/repairs.
* As part of a team, produce letters, memoranda, spreadsheets and presentation material. This includes preparation of files for Continuing Healthcare Appeals, Continuing Healthcare Fast Track applications and Funded Nursing Care service, e.g., confidential letters and detailed forms.
* Receive and process both Fast Track and Continuing Healthcare applications within Department of Health timescales. To prepare and maintain electronic client files, ensuring relevant required data is contained in each file and check that the Responsible Commissioner is the local ICB. Contact outside agencies, families, medical and other professionals to obtain any outstanding necessary information in line with ICB policies, Information Sharing Protocol ensuring that the principles of the Data Protection Act 1998, Freedom of Information Act 2000, the Human Rights Act 1998, Caldicott Principles (for health and social care) and the common law of duty of confidentiality are upheld.
* On a daily basis use the CHC database to maintain, amend and add new and existing client information, attending relevant training and updates to maintain competence in using the software.
* Act as a point of contact for the department, dealing with routine and specialist enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders, referring to others as appropriate. This will include the taking of telephone calls, duty line management and the logging of enquiries on a database.
* Accurately inputting and maintaining data on data systems, together with the associated correspondence.
* Monitoring the accuracy of data input and printing reports from computerised systems as required.
* To arrange/schedule assessments and reviews for Nurse Assessors, including contacting individuals and family members/representatives and other relevant professionals, as required. Send out letters etc.
* Able to work on own initiative and unsupervised, within defined policies and procedures are adhered to set timescales.
* To ensure compliance with all statutory and mandatory training.
Person Specification
Skills and Knowledge
* Demonstrate experience of working in an administrative environment and working with computerised data systems.
* Awareness of a range of Health Services provision.
* Post holder must have a high level of keyboard skills and able to use Microsoft Office programs.
* Ability to work effectively as part of a team.
* Clear communicator with good writing, data entry and telephone skills.
* Experience in minute taking.
* Able to work on own initiative, organising and prioritising own workload to set deadlines using defined processes and procedures.
Qualifications
* Educated to GCSE standard, NVQ 3 level in relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
* Good standard of written and spoken English.
Experience
* Experience of preparing agendas and taking detailed and complex minutes.
* Experience of working in a constantly changing environment.
* Experience of working in a busy office environment.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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