Job summary
The Retrospective Review (RRV) & Appeals Administration Assistant is required to provide high quality, professional administrative support and secretarial services to RRV & CHC Team. Supporting the team leader and the nurse assessors in the establishment and development of the systems and processes to effectively support the team.
Main duties of the job
- Be the first point of contact for all forms of enquiries. Screen telephone calls using own initiative and analysis of information provided before responding appropriately or referring to the most appropriate manager.
- Ensure external and internal information requests are dealt with in a professional manner and within statutory guidelines. Employ judgement to ensure messages and actions are prioritised to appropriate staff. Initiate action as appropriate in response to queries and report progress.
- Develop and maintain effective working relationships with staff at all levels, internal and external, NHS and non-NHS organisations across the health economy, locally and nationally.
- Communicate confidently, effectively and confidentially with all staff, visitors, and external contacts, ensuring tact, diplomacy and sensitivity to issues. Able to assimilate, manage and communicate a wide range of information to respond to queries appropriately.
- Demonstrate an empathetic, tactful, reassuring and sensitive approach to complainants.
- Demonstrate clear and correct written English with excellent grammar and spelling, with a willingness to conform to the formal language of the retrospective review team in correspondence.
About us
Lancashire & South Cumbria ICB is a fully-authorised ICB responsible for the full range of ICB statutory duties and powers. The ICB aim is to improve the health of the people of Lancashire & South Cumbria and reduce health inequalities through strong, clinically-led commissioning of high quality healthcare services.
This is an exciting opportunity to work within a successful, progressive ICB and to make a positive contribution to the lives of people in Lancashire & South Cumbria.
Our hours of work are Monday -Friday, 9am -5pm with the opportunity for agile working. Lancashire & South Cumbria ICB is committed to the personal and professional development of their staff and offers a wide selection of learning and development opportunities.
Job description
Job responsibilities
- Provide a professional, efficient, and comprehensive administrative and support service the RRV & CHC Appeals team, at all times demonstrating a high level of discretion, sensitivity and confidentially.
- Provide an efficient, comprehensive administrative and support service to the retrospective review team, at all times demonstrating a high level of discretion, sensitivity and professionalism.
- Responsible for dealing with highly sensitive, potentially litigious and confidential enquiries and ensuring that they are documented appropriately.
- To frequently handle sensitive challenging and contentious enquires (written and verbal) from members of the public who require assistance in relation to NHS Funded Nursing Care and Continuing Healthcare.
- Provide and collate information relating to audit requirements and reporting requirements including key performance indicators.
- To monitor and check data, to ensure the accuracy of the database is maintain in a timely manner.
- Prioritise own workload to meet conflicting deadlines and be able to deal with unpredictable interruptions.
- Plan for known situations and be able to re-prioritise work to accommodate unexpected situations.
- Ensure a high quality and timely word processing service is provided (utilising all Microsoft Office packages) when producing correspondence, reports, emails, presentations, spreadsheets etc. and ensuring correct corporate branding is utilised and corporate standards are adhered to at all times.
- Responsible for compiling, preparing and producing agendas, reports and papers for meetings as required, taking formal and informal minutes/action notes and distributing them where appropriate across the ICB and externally as required. Ensure any actions are followed up.
- Support the development and maintenance of an effective office system for dealing with paper flow which promotes a modern, paper light office environment, making best use of technology.
- Ensure files, data and information (electronic and paper) are recorded and stored in line with ICB policies and information governance standards. Create and maintain information databases and spreadsheets as required storing information and ensuring ease of retrieval.
- Have the ability to be flexible and alter work patterns as required in order to meet the variable nature of workloads, interruptions and deadlines.
- Recognise the importance of confidentiality and sensitivity of issues at all times and maintain utmost discretion.
Job description
Job responsibilities
- Provide a professional, efficient, and comprehensive administrative and support service the RRV & CHC Appeals team, at all times demonstrating a high level of discretion, sensitivity and confidentially.
- Provide an efficient, comprehensive administrative and support service to the retrospective review team, at all times demonstrating a high level of discretion, sensitivity and professionalism.
- Responsible for dealing with highly sensitive, potentially litigious and confidential enquiries and ensuring that they are documented appropriately.
- To frequently handle sensitive challenging and contentious enquires (written and verbal) from members of the public who require assistance in relation to NHS Funded Nursing Care and Continuing Healthcare.
- Provide and collate information relating to audit requirements and reporting requirements including key performance indicators.
- To monitor and check data, to ensure the accuracy of the database is maintain in a timely manner.
- Prioritise own workload to meet conflicting deadlines and be able to deal with unpredictable interruptions.
- Plan for known situations and be able to re-prioritise work to accommodate unexpected situations.
- Ensure a high quality and timely word processing service is provided (utilising all Microsoft Office packages) when producing correspondence, reports, emails, presentations, spreadsheets etc. and ensuring correct corporate branding is utilised and corporate standards are adhered to at all times.
- Responsible for compiling, preparing and producing agendas, reports and papers for meetings as required, taking formal and informal minutes/action notes and distributing them where appropriate across the ICB and externally as required. Ensure any actions are followed up.
- Support the development and maintenance of an effective office system for dealing with paper flow which promotes a modern, paper light office environment, making best use of technology.
- Ensure files, data and information (electronic and paper) are recorded and stored in line with ICB policies and information governance standards. Create and maintain information databases and spreadsheets as required storing information and ensuring ease of retrieval.
- Have the ability to be flexible and alter work patterns as required in order to meet the variable nature of workloads, interruptions and deadlines.
- Recognise the importance of confidentiality and sensitivity of issues at all times and maintain utmost discretion.
Person Specification
Experience
Essential
- Experience of working in a busy complex environment with examples of adapting to situations
- Experience in handling enquiries from multiple agencies including legal representatives.
Desirable
- Experience of NHS Continuing Healthcare or the Retrospective Review process
Qualifications
Essential
- Office administration and/or secretarial qualifications at RSA level 3, or equivalent knowledge gained through experience.
- Minimum of 5 GCSEs (or equivalent) including Maths and English at grade C or above
- ECDL or equivalent competence with IT applications
Desirable
- Shorthand/Audio typing skills
- Further educational studies in IT
- Educated to degree level or continuous personal development evidenced
Knowledge
Essential
- Working and developing knowledge of Microsoft Office including Word, Outlook, PowerPoint and Excel
Skills
Essential
- Good organisational, administrative, and time management skills combined with the ability to react quickly and effectively to changing requirements
- Able to work on own initiative without supervision, organising and prioritising own and others workloads to changing and often tight deadlines.
- Ability to proactively establish and maintain good working relationships with people from a wide range of personal and professional backgrounds.
Person Specification
Experience
Essential
- Experience of working in a busy complex environment with examples of adapting to situations
- Experience in handling enquiries from multiple agencies including legal representatives.
Desirable
- Experience of NHS Continuing Healthcare or the Retrospective Review process
Qualifications
Essential
- Office administration and/or secretarial qualifications at RSA level 3, or equivalent knowledge gained through experience.
- Minimum of 5 GCSEs (or equivalent) including Maths and English at grade C or above
- ECDL or equivalent competence with IT applications
Desirable
- Shorthand/Audio typing skills
- Further educational studies in IT
- Educated to degree level or continuous personal development evidenced
Knowledge
Essential
- Working and developing knowledge of Microsoft Office including Word, Outlook, PowerPoint and Excel
Skills
Essential
- Good organisational, administrative, and time management skills combined with the ability to react quickly and effectively to changing requirements
- Able to work on own initiative without supervision, organising and prioritising own and others workloads to changing and often tight deadlines.
- Ability to proactively establish and maintain good working relationships with people from a wide range of personal and professional backgrounds.
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.