Job summary
We are looking for a hardworking, organised, resilient and compassionate individual to undertake the role of Individual Commissioning/CHC Administrator. The successful applicant will be working in a busy team ensuring an effective administration and business support function.
The ideal applicant should have strong computer skills including Microsoft Excel, Word, Outlook and Teams. They will be responsible for inputting all new referrals into the service onto our patient management system and keeping accurate and confidential records. They will also be expected to answer the busy team phoneline and deal appropriately and sensitively with any distressing or challenging situations.
The Individual Commissioning Team is responsible for assessment, commissioning and case management for individuals with complex health needs, including NHS Continuing Healthcare, NHS Funded Nursing Care, Mental Health Act and subsequent aftercare, hospital discharge and end of life care. All roles within the team offer opportunity to make a positive difference to the lives and experiences of those who access our services.
Main duties of the job
- Maintain an effective administration function to include the recording of referrals, appointment booking, information gathering and front of house telephone and email service.
- Produce accurate and timely correspondence ensuring adherence to deadlines and corporate standards including letter writing.
- Provide a full administration function including printing, photocopy and scanning.
- Arrange and minute meetings and panels as requested.
- Be responsible for ensuring the use of appropriate electronic and manual systems to ensure the team accurately record information and maintain the patient management systems data integrity.
- Deal tactfully and sensitively with telephone enquiries received from members of the public and health professionals.
- Provide clear information on the progress of cases in response to enquiries from families, referrers and other staff regarding continuing healthcare cases.
About us
The NHS is the biggest employer in Europe. It's a world-renowned institution and an exciting place to work, full of challenges and opportunities.
NHS Shropshire, Telford and Wrekin was created on 1 July 2022 and is responsible for planning and buying a wide range of health and care services for the whole of Shropshire, Telford and Wrekin. These include GP and primary care services, hospital care, community healthcare and mental health services. We also have a duty to monitor these services to ensure they provide a high level of care and are value for money. We are clinically-led and work closely with the 51 GP practices across the county. This means we can have closer links to our patients so we can develop more personalised local health services.
In return, we provide a supportive environment in which to learn and develop, with the opportunity to further your skills and career within an exciting and evolving environment. Joining our inclusive and innovative team comes with a range of benefits including flexible and agile working arrangements, pension scheme and generous annual leave allowance. With our training schemes and support networks, you will be empowered to play a leading role in the future of healthcare, whatever your specialism or interest. And as a member of NHS staff you will receive plenty of discounts too.
Job description
Job responsibilities
Communication & Relationships Skills
- To confirm care cases, including assisting with the screening of cases for presentation at panel, checking all the documents and relevant papers are properly completed and signed by the referrer.
- To provide feedback to the referrer, patient/family member and external provider regarding panel outcome as directed.
- To deal tactfully and sensitively with telephone enquiries received from members of the public and health professionals.
- To provide clear information on the progress of cases in response to enquiries from families, referrers and other staff regarding continuing care cases; ensuring excellent liaison with relevant health and social care professional across clinical services and geographical boundaries as appropriate. Instigate appropriate action to ensure that accurate messages are recorded, passed on and progress followed up if necessary.
- To maintain an effective administration function to include the recording of referrals, appointment booking, information gathering and front of house telephone and email service.
- To produce accurate and timely correspondence ensuring adherence to deadlines and corporate standards including letter writing.
- To provide a full administration function including printing, photocopy and scanning.
- To be an ambassador for the team and the Partnerships directorate inside and outside the organisation.
Analytical & Judgement Skills
- To demonstrate good judgment to know when to refer matters and decisions to colleagues and when to manage matters and decision on your own.
Planning & Organisational Skills
- To plan and arrange appointments for assessments and reviews as directed.
- To gather relevant clinical records and information to support the assessment and case management process.
Physical Skills
- To provide a full administration function including requesting documentation and the preparation, posting and recording of letters, emails and telephone calls.
Patient/Client Care
- To be responsive to clients, carers, care providers and other relevant individuals and organisations ensuring that queries are rapidly and appropriately addressed or diverted to the appropriate person.
- To provide clear, basic information/advice on the CHC, PHB, appeals and retrospective process in response to enquiries from members of the public, health professionals and others.
Policy/Service Development
- To assist in the development of policies and processes and comment upon draft policies.
- To propose changes to own work, informing policy and making recommendations for more effective delivery.
- To work with the team to develop administrative and business support functions to ensure that it adapts to change and the needs of the service.
Financial & Physical Resources
- To contribute to the financial balance of the service.
- Under instruction of an appropriate clinician, to request quote and broker enquiries for packages of care ensuring that they are processed in accordance with process and policy.
- To support the procurement, contracting and brokerage process by providing performance monitoring data.
Human Resources/Staff Management
- To monitor performance and delivery of assigned targets.
- To provide training, advice and support on own area of responsibility
Information Resources
- To ensure that all relevant deadlines with regards to local, regional and national standards are complied with including but not limited to gathering evidence for the Quality Premium return, Quarterly CHC return, other NHSE/I statutory and regulatory returns and QIPP returns.
- To support the development of processes to capture intelligence around quality of referrals and report trends in concerns immediately in line with local policies.
- To actively contribute to the development of quality metrics.
- To contribute to effective information management within the team.
- To arrange and minute meetings and panels as requested.
- To ensure that all referrals are recorded on the patient management system and actioned accordingly.
- To maintain records of deadlines ensuring compliance with performance indicators.
- To ensure that all information relating to the work of the team is accurate and up to date to support service delivery.
- To ensure data case files are created for all new referrals received by the team and scanned/uploaded onto the data base.
- To maintain full and accurate records of telephone calls/queries received on clear electronic case notes.
- Ensure all manual closed cases are scanned and shredded.
Research & Development
- To understand relevant processes and guidance including but not limited to a basic understanding o Continuing Healthcare and Mental Health Act referrals and how these relate to local guidelines.
- To participate in audits of own work and the work of the team as required.
- To participate in staff education and development programmes within the team and externally. To participate as required in joint training and development with health and social care staff working in a variety of settings including hospitals and the community.
- To identify and agree own development needs.
- To attend mandatory training.
Freedom to Act
- To monitor their own administrative record keeping ensuring that it is up to date and of a high standard.
- To demonstrate good judgment to know when to refer matters and decisions to colleagues and when to manage matters and decision on your own.
Job description
Job responsibilities
Communication & Relationships Skills
- To confirm care cases, including assisting with the screening of cases for presentation at panel, checking all the documents and relevant papers are properly completed and signed by the referrer.
- To provide feedback to the referrer, patient/family member and external provider regarding panel outcome as directed.
- To deal tactfully and sensitively with telephone enquiries received from members of the public and health professionals.
- To provide clear information on the progress of cases in response to enquiries from families, referrers and other staff regarding continuing care cases; ensuring excellent liaison with relevant health and social care professional across clinical services and geographical boundaries as appropriate. Instigate appropriate action to ensure that accurate messages are recorded, passed on and progress followed up if necessary.
- To maintain an effective administration function to include the recording of referrals, appointment booking, information gathering and front of house telephone and email service.
- To produce accurate and timely correspondence ensuring adherence to deadlines and corporate standards including letter writing.
- To provide a full administration function including printing, photocopy and scanning.
- To be an ambassador for the team and the Partnerships directorate inside and outside the organisation.
Analytical & Judgement Skills
- To demonstrate good judgment to know when to refer matters and decisions to colleagues and when to manage matters and decision on your own.
Planning & Organisational Skills
- To plan and arrange appointments for assessments and reviews as directed.
- To gather relevant clinical records and information to support the assessment and case management process.
Physical Skills
- To provide a full administration function including requesting documentation and the preparation, posting and recording of letters, emails and telephone calls.
Patient/Client Care
- To be responsive to clients, carers, care providers and other relevant individuals and organisations ensuring that queries are rapidly and appropriately addressed or diverted to the appropriate person.
- To provide clear, basic information/advice on the CHC, PHB, appeals and retrospective process in response to enquiries from members of the public, health professionals and others.
Policy/Service Development
- To assist in the development of policies and processes and comment upon draft policies.
- To propose changes to own work, informing policy and making recommendations for more effective delivery.
- To work with the team to develop administrative and business support functions to ensure that it adapts to change and the needs of the service.
Financial & Physical Resources
- To contribute to the financial balance of the service.
- Under instruction of an appropriate clinician, to request quote and broker enquiries for packages of care ensuring that they are processed in accordance with process and policy.
- To support the procurement, contracting and brokerage process by providing performance monitoring data.
Human Resources/Staff Management
- To monitor performance and delivery of assigned targets.
- To provide training, advice and support on own area of responsibility
Information Resources
- To ensure that all relevant deadlines with regards to local, regional and national standards are complied with including but not limited to gathering evidence for the Quality Premium return, Quarterly CHC return, other NHSE/I statutory and regulatory returns and QIPP returns.
- To support the development of processes to capture intelligence around quality of referrals and report trends in concerns immediately in line with local policies.
- To actively contribute to the development of quality metrics.
- To contribute to effective information management within the team.
- To arrange and minute meetings and panels as requested.
- To ensure that all referrals are recorded on the patient management system and actioned accordingly.
- To maintain records of deadlines ensuring compliance with performance indicators.
- To ensure that all information relating to the work of the team is accurate and up to date to support service delivery.
- To ensure data case files are created for all new referrals received by the team and scanned/uploaded onto the data base.
- To maintain full and accurate records of telephone calls/queries received on clear electronic case notes.
- Ensure all manual closed cases are scanned and shredded.
Research & Development
- To understand relevant processes and guidance including but not limited to a basic understanding o Continuing Healthcare and Mental Health Act referrals and how these relate to local guidelines.
- To participate in audits of own work and the work of the team as required.
- To participate in staff education and development programmes within the team and externally. To participate as required in joint training and development with health and social care staff working in a variety of settings including hospitals and the community.
- To identify and agree own development needs.
- To attend mandatory training.
Freedom to Act
- To monitor their own administrative record keeping ensuring that it is up to date and of a high standard.
- To demonstrate good judgment to know when to refer matters and decisions to colleagues and when to manage matters and decision on your own.
Person Specification
Experience
Essential
- Minimum 3 years experience working in an administrative team
- Evidence of dealing with consumers or other customer service experience
- Social Services or NHS working environment
- Minute taking
- Understanding of Confidentiality and Data Protection Act
Desirable
- Work within a Complex Care/CHC Team
Qualifications
Essential
- Formal administrative qualification or skills gained by equivalent experience
Skills, Knowledge and Competencies
Essential
- Excellent organisational skills
- Ability to prioritise own workload
- Excellent communication skills both written and verbal
- Attention to detail and accuracy
- Ability to interpret and record data accurately
- Excellent knowledge and skills in using Microsoft Office packages including word, excel and access database
- Ability to deal appropriately and sensitively with distressing/challenging situations
Desirable
- Use of the Broadcare system
- Use of NHS systems including Summary Care Record
Personal Qualities
Essential
- Professional, calm and efficient manner
- Commitment to continuing professional development
- Understanding of and commitment to equality of opportunity
- Self-motivated and resourceful
- Ability to build good working relationships
- Record of completing tasks
- Ability to work on own initiative without supervision, organising and prioritising own workloads and that of others with changing and often tight deadlines
- Adaptable and flexible, able to cope with uncertainty/change
Physical Skills
Essential
- Competent computer user with standard keyboard skills
- Ability to use computer, monitor and keyboard for most of the working day
Person Specification
Experience
Essential
- Minimum 3 years experience working in an administrative team
- Evidence of dealing with consumers or other customer service experience
- Social Services or NHS working environment
- Minute taking
- Understanding of Confidentiality and Data Protection Act
Desirable
- Work within a Complex Care/CHC Team
Qualifications
Essential
- Formal administrative qualification or skills gained by equivalent experience
Skills, Knowledge and Competencies
Essential
- Excellent organisational skills
- Ability to prioritise own workload
- Excellent communication skills both written and verbal
- Attention to detail and accuracy
- Ability to interpret and record data accurately
- Excellent knowledge and skills in using Microsoft Office packages including word, excel and access database
- Ability to deal appropriately and sensitively with distressing/challenging situations
Desirable
- Use of the Broadcare system
- Use of NHS systems including Summary Care Record
Personal Qualities
Essential
- Professional, calm and efficient manner
- Commitment to continuing professional development
- Understanding of and commitment to equality of opportunity
- Self-motivated and resourceful
- Ability to build good working relationships
- Record of completing tasks
- Ability to work on own initiative without supervision, organising and prioritising own workloads and that of others with changing and often tight deadlines
- Adaptable and flexible, able to cope with uncertainty/change
Physical Skills
Essential
- Competent computer user with standard keyboard skills
- Ability to use computer, monitor and keyboard for most of the working day
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
