Job summary
An exciting opportunity has arisen for a Senior Claims Handler to join our Governance team to provide an effective, comprehensive and specialist claims management service for litigation claims involving the Trust.
The post holder must possess excellent organisational skills, be able to communicate effectively and build relationships with a variety of stakeholders. To be successful in this role you will be a self-motivated, pro-active team player, who has the ability to work autonomously, with a high degree of integrity, accountability and respect for the sensitive and confidential nature of the work undertaken.
Main duties of the job
The primary function is to process, manage and administer a caseload of litigation claims, including claims related to clinical negligence, personal injury and public liability (excluding motor and employment tribunal claims) and requests for disclosure of records, working in accordance with civil law procedures and statutory timeframes.
The post holder will act as one of the key points of access, as a part of the Governance team, to NHS Resolution and firms of solicitors, liaising with individuals at all levels across the Trust including senior operational, clinical and corporate services staff, to ensure professional, robust and supportive delivery of claims management within the Trust.
The post holder will develop and maintain effective processes and systems for handling of claims to enable the Trust to comply with Civil Procedure Rules and mitigate financial or reputational risk.
About us
We are East Midlands Ambulance Service (EMAS), an organisation focused on delivering a high standard of Emergency, Urgent and Non-Emergency pre-hospital care and transport to our patients across the region.
Working for us not only provides job satisfaction of knowing that what you do makes a real difference to our patients, but we offer a range of other great benefits too. We offer:o Flexible approach to working patterns, we understand the importance of a work life balanceo Holiday entitlement of 27 days rising to 29 days after 5 years and 33 days after 10 years, plus public bank holiday entitlement (pro rata for part time).o Expert training and support from our dedicated in-house education team.o Membership of the NHS Pension Scheme.o Occupational Health support along with an Employee Assistance Programmeo Supportive wellbeing networkso NHS Discountso Cycle to work
We are a first-class employer, promoting equality, diversity and inclusion of our employees. We are a Rainbow Accredited organisation, a Veteran Aware and Disability Confident employer.
Job description
Job responsibilities
Develop and maintain accurate and effective systems in respect of the Trusts claims management service in accordance with legal requirements and accepted good practice. Manage, autonomously, a caseload of claims made against the Trust Investigate the circumstances of claims and provide information and documentation and the outcome of preliminary claims investigations to NHS Resolution (NHSR) and their solicitors, to support decisions on claims management strategy, liability and settlement. Manage and monitor the claims workplan to ensure work is prioritised, scheduled, and allocated to ensure deadlines are met. Supervise the day-to-day work of the Claims Handler, allocating cases, monitoring delivery, providing support, advice, guidance, and training. Develop and maintain internal links to ensure mechanisms are in place to identify incidents where there is a significant litigation risk and ensure that learning from claims can take place. Review claims activity and produce analytical reports as required in regard to claims activity and emerging themes. Oversee the disclosure of health records and other documents as requested by NHSR, solicitors and litigants in person in accordance with the relevant legislation (where there is a current or potential clinical negligence claim involving the Trust. Produce draft reports for relevant committees and groups, including statistical and financial information, about claims and losses to support effective planning and risk management within the Trust.
Further details can be found in the Job Description and Person Specification.
Job description
Job responsibilities
Develop and maintain accurate and effective systems in respect of the Trusts claims management service in accordance with legal requirements and accepted good practice. Manage, autonomously, a caseload of claims made against the Trust Investigate the circumstances of claims and provide information and documentation and the outcome of preliminary claims investigations to NHS Resolution (NHSR) and their solicitors, to support decisions on claims management strategy, liability and settlement. Manage and monitor the claims workplan to ensure work is prioritised, scheduled, and allocated to ensure deadlines are met. Supervise the day-to-day work of the Claims Handler, allocating cases, monitoring delivery, providing support, advice, guidance, and training. Develop and maintain internal links to ensure mechanisms are in place to identify incidents where there is a significant litigation risk and ensure that learning from claims can take place. Review claims activity and produce analytical reports as required in regard to claims activity and emerging themes. Oversee the disclosure of health records and other documents as requested by NHSR, solicitors and litigants in person in accordance with the relevant legislation (where there is a current or potential clinical negligence claim involving the Trust. Produce draft reports for relevant committees and groups, including statistical and financial information, about claims and losses to support effective planning and risk management within the Trust.
Further details can be found in the Job Description and Person Specification.
Person Specification
Qualifications
Essential
- GCSE (or equivalent) in English and Maths (minimum grade C or above).
- Degree Level or Equivalent Experience
Experience/Knowledge
Essential
- Claims management or working within a legal/insurance environment in the NHS or equivalent.
- Undertaking claims investigations, identifying implications for an organisation and recommending action to limit damage or risk.
- Knowledge of NHS Patient Safety, claims and legal services acquired through training and experience.
- Working knowledge of current technical legal/claims processes within the NHS or able to demonstrate the ability to gain this knowledge quickly.
- Advanced understanding of Microsoft Office software, including Outlook, Word and Excel packages
Skills
Essential
- Excellent communication and interpersonal skill.
- Effective skills in supervision and coaching.
- Ability to deal with sensitive and confidential issues, including when liaising and negotiating with internal and external stakeholders.
Personal Attributes
Essential
- Self-motivated and pro-active team-player with the ability to work autonomously.
Person Specification
Qualifications
Essential
- GCSE (or equivalent) in English and Maths (minimum grade C or above).
- Degree Level or Equivalent Experience
Experience/Knowledge
Essential
- Claims management or working within a legal/insurance environment in the NHS or equivalent.
- Undertaking claims investigations, identifying implications for an organisation and recommending action to limit damage or risk.
- Knowledge of NHS Patient Safety, claims and legal services acquired through training and experience.
- Working knowledge of current technical legal/claims processes within the NHS or able to demonstrate the ability to gain this knowledge quickly.
- Advanced understanding of Microsoft Office software, including Outlook, Word and Excel packages
Skills
Essential
- Excellent communication and interpersonal skill.
- Effective skills in supervision and coaching.
- Ability to deal with sensitive and confidential issues, including when liaising and negotiating with internal and external stakeholders.
Personal Attributes
Essential
- Self-motivated and pro-active team-player with the ability to work autonomously.
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.
