Northumbria Healthcare NHS Foundation Trust

Claims, Inquests and Complaints Officers

The closing date is 21 May 2025

Job summary

3 Full time posts - 37.5 hours per week

We are looking for self-motivated and proactive individual(s) to join our busy Claims, Inquests and Complaints team. We are looking for someone with experience of handling claims and / or inquests and / or complaints and have a solid and stable background within a customer facing environment.

The Claims, Inquests and Complaints Officer is a pivotal role within the Patient Services Department. The post holder is responsible for receiving and processing claims, inquests and complaints for the Trust and supporting in the day to day administration and management of them.

Main duties of the job

The post holder will assist in the handling and processing claims, inquests and complaints for the Trust, in compliance with the Coroners Rules, NHS complaints regulations and NHS Resolution procedures and protocols.

Perform general office duties including answering phone calls, photocopying, data inputting and general administrative duties.

Respond to email and phone enquiries.

Typing and data entry using general office programs and trust specific computer programs.

Working in conjunction with colleagues from across the Trust help to organise meetings with complainants.

Preparation of responses including, formatting and initial quality checking to ensure the response answers the issues raised.

About us

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.

Date posted

07 May 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year per annum

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

319-7112466JN

Job locations

7/8 Silverfox Way

Cobalt Business Park

Newcastle upon Tyne

NE27 0QJ

Job description

Job responsibilities

Working within the Patient Services Department to receive and process all claims, inquests and complaints for the Trust.

To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and collaboration within teams / departments and across organisational boundaries.

Job description

Job responsibilities

Working within the Patient Services Department to receive and process all claims, inquests and complaints for the Trust.

Person Specification

Qualifications

Essential

NVQ3 in Administration or equivalent level of qualification or relevant proven experience.
Good standard of literacy and numeracy

Experience and Knowledge

Essential

Minimum of 12 months experience at administrative level
Knowledge of claims, inquests and complaints regulations and procedures

Person Specification

Qualifications

Essential

NVQ3 in Administration or equivalent level of qualification or relevant proven experience.
Good standard of literacy and numeracy

Experience and Knowledge

Essential

Minimum of 12 months experience at administrative level
Knowledge of claims, inquests and complaints regulations and procedures

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.

Certificate of Sponsorship

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

Certificate of Sponsorship

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

7/8 Silverfox Way

Cobalt Business Park

Newcastle upon Tyne

NE27 0QJ

Employer's website

https://www.northumbria.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

7/8 Silverfox Way

Cobalt Business Park

Newcastle upon Tyne

NE27 0QJ

Employer's website

https://www.northumbria.nhs.uk/ (Opens in a new tab)