Working Pattern: Monday to Friday, 37.5 hours per week
We are seeking a dedicated Administrator to join the Black Country ICB's All-Age Continuing Care team. In this pivotal role, you'll provide essential administrative support, ensuring smooth and effective Appeals and PHB processes for our patients. You'll have the opportunity to work with a wide range of people, including healthcare providers and clinical professionals.
The ideal candidate will be a detail-oriented, self-starter who can work independently and manage multiple tasks simultaneously. The successful candidate will ensure all communications are handled with the utmost professionalism and care, making a positive impact in the lives of patients navigating the complexities of the healthcare system. If you're ready to bring your exceptional organisational 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:
* Strong organisational skills and attention to detail
* Clear and professional verbal and written communication with all stakeholders
* Ability to work independently and manage multiple tasks simultaneously
* Strong problem-solving skills and the ability to make informed decisions
* Compassionate and empathetic approach to patient and public interactions
* Proficient in using information systems and generating reports
* Ability to maintain confidentiality and handle sensitive information with discretion
Main Duties of the Job
* Provide comprehensive administrative and clerical support to the Appeals and PHB teams
* Review and process appeal requests in a timely and accurate manner, ensuring compliance with all regulatory requirements
* Support financial audits of PHB direct payment packages, investigating and resolving anomalies, and developing reporting processes to enable all audit outcomes to be reported to senior management
* Serve as a liaison between 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
* Generate accurate data to enable local, regional, and national reporting, completing specified templates every month
* Provide guidance and support to patients and their families throughout the appeals and PHB processes
* Coordinate all aspects of meeting management, 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
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
* Having advanced knowledge of the National Framework for Continuing Healthcare, support the Continuing Healthcare team to ensure that the portfolio of tasks/projects is planned, managed, and delivered effectively within a defined framework, as set by the ICB and national guidance
* To provide and receive complex, emotive, and sensitive patient information, on a daily basis
* Deal with telephone and email enquiries from patients, relatives, carers, and all staff groups providing appropriate information, directing and prioritising queries whilst maintaining patient confidentiality
* Explain difficult processes to the public in a simplified, jargon-free way accommodating any cultural/language barriers to communication
* Comply with GDPR and Information Governance policies and procedures in relation to sharing of patient information
* To ensure all public and patient contact with the office is of the highest professional standard
* Handle significant quantities of confidential and sensitive information on behalf of the Senior Managers, always ensuring the appropriate degree of confidentiality and discretion is adopted at all times
* Support the Head of CHC, in the monitoring and implementation of NHSE directives including; Discharge to Assess programme and 28-day breach metrics
* Support the Head of CHC and relevant others with secretarial and administrative service; arranging meetings and panels, minute-taking for multi-stakeholder meetings, distributing agendas and papers, circulating action memos, drafting correspondence, and diary management
* Ensure accurate and open communication and co-ordination with a range of organisations and individuals, researching and drafting correspondence and papers and ensuring the management of specific tasks, lead reporting, and analysis across a range of specialties, functions, and projects
* Be a key member of the team as well as supporting effective communication and stakeholder management, both internally and externally
* To be responsible for the collation of data and information relating to patient referrals processed onto the patient management system using agreed protocols and procedures
* To contribute to improving, recommending, and implementing processes across the CHC administration team, including effective information management within the team
* Provide assurance on the data integrity of the information entered on the patient management system
* Be responsible for providing and presenting regular accurate and timely datasets, support, and analysis to CHC Management
* Provide CHC Nursing Team with appropriate support, guidance, and training in commissioning processes, advice, and guidance in own area of expertise
* To assist with the collation of data for Freedom of Information & Subject Access requests
* To respond to requests for information and queries from internal and external colleagues in a timely and professional manner
* Participate in relevant internal and external working groups/projects, services, and initiatives to provide information, advice, and expertise
* Develop, implement, and maintain electronic data collection systems that will provide accurate and timely information
* Liase with a range of stakeholders to share best practice
* Work collaboratively with members of the team to address variance issues and proactively contribute to the implementation of solutions
* To plan and organise own workload with limited supervision, resolving urgent requests for data and information
* Maintain high-quality data standards whilst subject to frequent and unplanned disruptions
* Follow organisational and departmental policies and procedures affecting role
* Undertake internal audits as required
* Carry out web-based and publications research as appropriate
* To contribute to the ongoing review and development of existing procedures to improve processing and retrieval of information
Person Specification
Qualifications
* Educated to NVQ Level 3 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
* Previous experience of working in a healthcare administrator role
Skills and Knowledge
* Knowledge of the National Framework for NHS Continuing Health Care and Funded Nursing Care and its application in practice
* Ability to communicate effectively to patients, carers, families, health and social care professionals
* Ability to analyse complex data issues where material is conflicting and drawn from multiple sources
* Demonstrated capability to act upon incomplete information, using experience to make inferences and decision-making
* Ability to work at a detailed level, identify inconsistencies where these impact on outcome
* Ability to extract relevant data from multiple systems and use a range of IT applications to present accurate reports to senior management
* Ability to work under pressure, retaining high levels of concentration and accuracy whilst subject to frequent and unplanned disruptions
* Ability to react to changing information
* Experience of implementing internal processes and procedures and supervising colleagues to adhere to established processes
* Ability to plan, prioritise and meet tight deadlines whilst working on multiple projects
* Ability to work effectively as part of a team
* Advanced knowledge of Microsoft Office, specifically; Word, Excel, and Outlook
* Understanding of General Data Protection Regulation (GDPR), confidentiality, and Information Governance
* Proven interpersonal skills to work with staff at all levels
* Clear communicator with excellent writing, data entry, and presentation skills: capable of constructing and delivering clear information/instructions to staff, customers, and service users
* Plan, organise, and deliver support and training to clinical and non-clinical staff in the effective use of patient management systems
* Ability to communicate with a range of clinical and non-clinical staff
* Enhanced emotional intelligence, ability to cope with exposure to sensitive, emotive, and contentious conversations and patient case notes
Experience
* Demonstrable experience of delivering high standards of customer service
* Experience in managing complex and conflicting data and information
* Demonstrate an exceptionally high level of competence in using a range of bespoke and national databases, patient management systems, and corporate finance systems
* Experience of working in a fast-paced and challenging environment
* Understanding of the public sector with demonstrated experience in a Healthcare 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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