Job responsibilities
Communication & Relationships Skills
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 communicate information, trends and issues, including briefings and reports.
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 provide relevant and timely advice and guidance on functional and information matters.
To be responsible for preparation of correspondence and complex report, assessments and papers.
To work with team members and other health and social care professionals to promote joint working to achieve positive benefits and added value for individual service users and carers.
To liaise and communicate with external agencies including; NHS England, care providers, solicitors
To maintain constructive relationships with a broad range of internal and external stakeholders.
To participate in relevant internal and external working groups/projects, services, and initiatives which may be highly complex, sensitive, political, and contain contentious information with the aim of providing information and analytical advice to the teams.
To communicate complex, clinical, personal and emotive information about patients and
circumstances including risks, issues and dependencies, diagnosis, prognosis and eligibility to NHS funded services.
To deal with regular telephone calls throughout the day, addressing highly sensitive and complex enquiries, issues of concern regarding patient wellbeing, complaints and referrals that may require an immediate response
To participate in the monitoring, review and complaints procedures of individuals with complex needs whose care is managed in their own homes or in residential care settings.
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 develop and maintain effective communication networks and interfaces with other health professionals, private, statutory and voluntary agencies.
To draft reports and dashboards for internal review and further development by the Business Support Lead.
Analytical & Judgement Skills
To undertake complex and detailed analysis of specific projects and patients requiring high levels of concentration.
To update, maintain, organise, gather and analyse information to predict/meet future individual patient, organisational and team needs by identifying best professional practice.
To contribute to the information management of performance, taking a lead for specific projects
Planning & Organisational Skills
To plan own workload and diary to ensure local, national and statutory targets and deadlines are met.
To work with members of the team and key stakeholders to investigate the causes of any variance from plan/delivery targets and contribute to the implementation of solutions.
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 communicate information, trends and issues, including briefings and reports.
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.
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 and lead 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
Under the direction of the Business Support Lead, to accurately monitor, report and oversee the financial function and budget of the team ensuring that spend is monitored and reported on a monthly basis and that all financial concerns are escalated in a timely manner.
To contribute to the financial balance of the service.
To undertake audits, including transactional financial reviews and validation of invoices ensuring that they are valid.
To reconcile any payments or approved packages of care back to the Broadcare system.
Under instruction and when required, to reconcile retrospective payments, including the calculation of sums due and any relevant interest.
To support the procurement, contracting and brokerage process by providing performance monitoring data and management of quote approval processes.
Human Resources/Staff Management
To line manage the Data Support Officer - this will include allocation of workload, deployment of staff, sickness absence management, reviews, appraisals, staff development and support and supervision of the administrative team on a daily basis.
To ensure that the work load is appropriately distributed within the team and organise the workload to ensure that there is no delay in the support processes.
To conduct regular staff appraisals and implement processes to ensure staff have appropriate development to support their roles and also to develop them effectively for the future.
When requested, to participate in the recruitment of new team members and organise departmental inductions for new staff.
To performance manage team members ensuring high standards of service are delivered all times.
To monitor performance and delivery of assigned targets.
To provide training, advice and support on own area of responsibility taking a lead role in the development of the administrative staff.
To matrix manage other team members as requested by the Business Support Lead when required.
To monitor performance and delivery of assigned targets.
To provide support to colleagues with regards to accurate system use
Information Resources
To be responsible for ensuring an effective data reporting function, including financial management, performance and quality monitoring.
To plan and implement rolling audits of activity and suggest improvements to data recording and reporting methods.
To report on Continuing healthcare (CHC), Funded Nursing care (FNC), Fast Tracks (End of Life), Complex care including Mental health; learning disabilities and complex physical disability for adults, and continuing healthcare and complex needs of children and Personal health budgets (PHB) are complied with, are effective and are monitored and audited.
To use IT systems to analyse data, including complex reporting, spreadsheet and data manipulation.
To be responsible for ensuring that the entire data reporting and data integrity functions are delivered.
To be responsible for managing own workload and that of the Data Support Officer, including planning, organising and prioritising.
To monitor the administrative record keeping, including their own and that of the team ensuring that it is up to date and of a high standard.
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.
To ensure that all information (including financial) relating to the work of the team is accurate and up to date and appropriately analysed to support service delivery.
To work with relevant stakeholders to plan, design and develop processes to provide valid interpretation and robust analysis/evidence that will support the contracting process.
To co-ordinate all dashboard and data monitoring processes.
To support processes to monitor contracts, quality, performance, using audit tools to check process and quality and learning from complaints and compliments.
To develop processes to capture intelligence around quality of placements and report trends in concerns immediately in line with local policies.
In conjunction with the Assessment Co-ordinator, to produce weekly dashboards and compliance reports with regards to CHC assessments, reviews, assessor workload, outcomes and outstanding decisions.
To actively contribute to the development of quality metrics.
To be an ambassador for the team and the Partnerships directorate inside and outside the organisation.
To assist the Business Support Lead/Business and Operations Manager to accurately produce and portray monthly, quarterly and annual statistical performance reports for a range of audiences including the team, managers, executive team and other stakeholders including the CCG Board. This will include technical, graphical and pictorial presentation of evidence and written reports.
To produce complex reports and commentary to stakeholders on historic, current and projected performance.
To undertake performance monitoring of projects, services, initiatives as appropriate.
Full details can be found on the attached job description.
