Job summary
NHS Resolution is a not-for-profit part of the NHS working for health care providers to resolve claims fairly and to share learning across the NHS and beyond. We provide a supportive environment for our staff with specialist training and the opportunity for personal development.
NHS Resolution operates a number of indemnity schemes, on behalf of the Secretary of State for Health and Social Care, primarily for the handling of liability claims against English NHS Trusts and other commissioners and/or providers of NHS care.
The Claims teams manage claims emanating from former PCTs and Strategic Health Authorities, which transferred to the Secretary of State. The Claims teams work in an interesting and dynamic climate, all contributing to a continually improving claims service.
The NHS Resolution Claims Management function is entering a phase of transformation and expansion with a vision to deliver a single, integrated claims function, with a supportive organisational structure that avoids duplication of effort and allows teams to develop their skills.
This is an exciting time for the function with a wide range of opportunities available to support our aims in delivering our future vision.
We are therefore recruiting Claims Assistant roles to join the Claims Management teams on a permanent basis.
Main duties of the job
The Claims Assistant will be situated in the Claims Support Service team alongside Claims Administrators. The Claims Assistants are responsible for supporting regional Claims Management teams by providing administrative assistance for the handling of claims as well as supporting other departments as required and providing general administrative support as needed.
The Claims Assistant should also demonstrate the following competencies:
- Excellent oral and written communication skills
- Confidence in making enquiries via phone and email
- Ability to work collaboratively in a team
- Ability to work in an environment exposed to sensitive information and maintain confidentiality
- Intermediate IT proficiency in a range of Microsoft products and experience of using bespoke databases
- Excellent attention to detail
- Ability to manage and take responsibility for tasks, rather than simply completing them
Please see the attached Job description and Person specification for more information.
About us
NHS Resolution is an Arms Length Body of the Department of Health & Social Care. As a not for profit part of the NHS, our purpose is to provide expertise to the NHS to resolve concerns fairly, share learning for improvement and preserve resources for patients. We have four key service areas:
Claims Management: delivering expertise in handling clinical and non-clinical claims to members of our Indemnity Schemes.
Practitioner Performance Advice: providing advice, support and interventions in relation to concerns about the individual performance of Doctors, Dentists and Pharmacists.
Primary Care Appeals: offering an impartial tribunal service for the fair handling of Primary Care contracting services.
Safety and Learning: supporting the NHS to better understand and learn from claims, concerns and disputes; to target safety activity while sharing learning across the NHS.
What do we have to offer?
At NHS Resolution, we strive to be an employer of choice. Some of the benefits we offer include access to the NHS Pension Scheme and a minimum of 27 days Annual Leave. We are also committed to support individuals in having a work and life balance, offering flexible working arrangements. Furthermore, we can offer a chance to gain extra skills and training and with regular reviews and a clear plan, all employees can develop to their full potential.
Job description
Job responsibilities
***Please note, if you have applied for this role in the last 6 months and have not been successful at any stage of the recruitment (shortlisting, written assessment, interview or further assessments), your application may not be considered as part of this campaign.
Please ensure that you read the job description carefully and that you address each of the requirements of the post in the person specification in your supporting statement sections as your application will be assessed against these criteria.
Please note that we cannot accept CVs for this role, therefore your application must be via the NHS Jobs online application form.
Please DO NOT include personal details or duplicate information already provided elsewhere in your application.
To assess your suitability for this role with consideration to the job description and person specification a range of assessment activities will form part of the selection process. This will include:
1) A written assessment which will be used for further shortlisting. The written assessment will be undertaken in the week commencing 18 December 2023.
2) A formal interview and further assessments which will be held via conference call or video-based interaction rather than face to face meetings. The assessments & interviews date is scheduled in the week commencing 8 January 2024 and will be used to assess knowledge, skills and competency of the candidates.
*** Trigger warning: Please note that the scenarios and any data utilised for the assessments is fictional, having been created purely for the purpose of this recruitment campaign and assessing the applicants competencies. Thus, any similarity to any situation described as well as person whether living or not, is coincidental, however it may include injury and negligence descriptions and the content that may be upsetting or triggering for some candidates. Please do make us aware as soon as possible via nhsr.claimsrecruitment@nhs.net should you foresee any issues with certain situations that may be triggering to you.
We communicate with our candidates via phone and email, please ensure you have added the mobile phone number and your personal email address in the contact fields on application.
Some communications about your application and invitation to interviews for this vacancy may be done via NHS Jobs therefore please check your NHS Jobs account for any communication as well. Unsuccessful applicants will be notified via NHS Jobs of the outcome of their applications.
We have been granted permission to use the Employment Service's "Positive about Disabled People" symbol. Any applicant with a disability who meets the minimum specification for the post as set out in the person specification is guaranteed an interview.
Please note: If you require a Visa to work in the UK, NHS Resolution is currently unable to support any sponsorship requests.
The Claims Teams at NHS Resolution are London and Leeds based and we will be happy to talk to you about flexible/hybrid working arrangements as part of the application and interview process. This role may require office presence. Home working is subject to meeting homeworking assessment requirements, (including a minimum broadband speed of 18Mbps and a dedicated work space).
Your referees should usually be the Human Resources Department or equivalent of your current and most recent employers, rather than a line manager. Please include an email address in your application for your referees.
Job description
Job responsibilities
***Please note, if you have applied for this role in the last 6 months and have not been successful at any stage of the recruitment (shortlisting, written assessment, interview or further assessments), your application may not be considered as part of this campaign.
Please ensure that you read the job description carefully and that you address each of the requirements of the post in the person specification in your supporting statement sections as your application will be assessed against these criteria.
Please note that we cannot accept CVs for this role, therefore your application must be via the NHS Jobs online application form.
Please DO NOT include personal details or duplicate information already provided elsewhere in your application.
To assess your suitability for this role with consideration to the job description and person specification a range of assessment activities will form part of the selection process. This will include:
1) A written assessment which will be used for further shortlisting. The written assessment will be undertaken in the week commencing 18 December 2023.
2) A formal interview and further assessments which will be held via conference call or video-based interaction rather than face to face meetings. The assessments & interviews date is scheduled in the week commencing 8 January 2024 and will be used to assess knowledge, skills and competency of the candidates.
*** Trigger warning: Please note that the scenarios and any data utilised for the assessments is fictional, having been created purely for the purpose of this recruitment campaign and assessing the applicants competencies. Thus, any similarity to any situation described as well as person whether living or not, is coincidental, however it may include injury and negligence descriptions and the content that may be upsetting or triggering for some candidates. Please do make us aware as soon as possible via nhsr.claimsrecruitment@nhs.net should you foresee any issues with certain situations that may be triggering to you.
We communicate with our candidates via phone and email, please ensure you have added the mobile phone number and your personal email address in the contact fields on application.
Some communications about your application and invitation to interviews for this vacancy may be done via NHS Jobs therefore please check your NHS Jobs account for any communication as well. Unsuccessful applicants will be notified via NHS Jobs of the outcome of their applications.
We have been granted permission to use the Employment Service's "Positive about Disabled People" symbol. Any applicant with a disability who meets the minimum specification for the post as set out in the person specification is guaranteed an interview.
Please note: If you require a Visa to work in the UK, NHS Resolution is currently unable to support any sponsorship requests.
The Claims Teams at NHS Resolution are London and Leeds based and we will be happy to talk to you about flexible/hybrid working arrangements as part of the application and interview process. This role may require office presence. Home working is subject to meeting homeworking assessment requirements, (including a minimum broadband speed of 18Mbps and a dedicated work space).
Your referees should usually be the Human Resources Department or equivalent of your current and most recent employers, rather than a line manager. Please include an email address in your application for your referees.
Person Specification
Supporting statement
Essential
- Knowledge of full range of administrative duties and computer systems, acquired through NVQ level 3 or equivalent experience plus relevant practical experience
- Proficient IT skills and ability to use Microsoft Office packages (ie Outlook/Word/Excel/PowerPoint)
- Ability to draft accurate and well-presented straightforward claims related correspondence
- Ability to use standard office applications
- Excellent communication skills with the ability to communicate at all levels, sometimes in sensitive and or hostile environments.
- Ability to meet deadlines and balance several priorities at the same time
- Very good task planning skills with a systematic, thorough and logical approach to task completion.
- Ability to work on own initiative as well as part of a team.
- Good interpersonal, skills requiring diplomacy and professionalism.
- Experience of claims management systems and processes
- Knowledge and understanding of confidentiality within the workplace (particularly within the NHS)
- Knowledge and understanding of Data Protection Act/General Data Protection Regulations
- Commitment to own personal and continued professional development
- Well organised
Desirable
- Knowledge of NHS Resolution Claims Management System (CMS)
- Knowledge of NHS Resolution claims management protocols
Notice Period
Essential
- What is your current notice period? Please add your notice length and comment if your notice period is negotiable.
Supporting statement (continued)
Essential
- Please continue your supporting statement in this section here.
Person Specification
Supporting statement
Essential
- Knowledge of full range of administrative duties and computer systems, acquired through NVQ level 3 or equivalent experience plus relevant practical experience
- Proficient IT skills and ability to use Microsoft Office packages (ie Outlook/Word/Excel/PowerPoint)
- Ability to draft accurate and well-presented straightforward claims related correspondence
- Ability to use standard office applications
- Excellent communication skills with the ability to communicate at all levels, sometimes in sensitive and or hostile environments.
- Ability to meet deadlines and balance several priorities at the same time
- Very good task planning skills with a systematic, thorough and logical approach to task completion.
- Ability to work on own initiative as well as part of a team.
- Good interpersonal, skills requiring diplomacy and professionalism.
- Experience of claims management systems and processes
- Knowledge and understanding of confidentiality within the workplace (particularly within the NHS)
- Knowledge and understanding of Data Protection Act/General Data Protection Regulations
- Commitment to own personal and continued professional development
- Well organised
Desirable
- Knowledge of NHS Resolution Claims Management System (CMS)
- Knowledge of NHS Resolution claims management protocols
Notice Period
Essential
- What is your current notice period? Please add your notice length and comment if your notice period is negotiable.
Supporting statement (continued)
Essential
- Please continue your supporting statement in this section here.
