Job summary
To be the first point of contact for people who wish to make a claim or on the opening of an inquest within the SBU Health Board Legal Services Team.
To take phone calls and answer emails relating to claims, redress and inquests.
The post holder will be expected to work autonomously to nip issues in the bud and resolve claims, redress and inquest enquiries as they arise and to work with staff across all sectors of the Health Board to support immediate or early resolution of issues.
To screen the Health Board's computer system, analyse the problem and then make contact with the appropriate members of staff in relation to their involvement in claims, redress or inquests.
In addition, the post holder will plan, book and support meetings with managers, solicitors and the Coroner ensuring all necessary information/reports are made available for the meeting
Process cheque requests in a timely manner.
Main duties of the job
To provide support and assistant to the Legal Services Team and Management. The role will involve a contact for people who wish to make a claim/redress case or on the opening of an inquest within the Swansea Bay Health Board Legal Services Team.
This will include taking phone calls and answering emails relating to claims, redress and inquests.
The post holder will be expected to work autonomously to nip issues in the bud and resolve claims, redress and inquest enquiries as they arise and to work with staff across all sectors of the Health Board to support immediate or early resolution of issues.
The post holder will be expected to handler a small potential caseloads and any queries that arise in relation to those cases.
To screen the Health Board's computer system analyse the problem and then make contact with the appropriate members of staff in relation to their involvement in claims, redress or inquests.
In addition, the post holder will plan, book and support meetings with managers, solicitors and the Coroner ensuring all necessary information/reports are made available for the meeting.
The role also involves the processing of payments, invoices, MPRF requests in a timely manner and drafting legal documents to assist the team.
The role will also involve extracting data from the Datix system in order to provide reports on inquest, claims and redress cases.
Please see attached Job Description for further information.
About us
We believe staff are our best asset and wewant you to be happy and confident about starting your career here in Swansea Bay University Health Board.
As one of the biggest healthcare groups in the UK we can offer a wealth of professional training and development opportunities in an innovative, forward-thinking organisation.
You might be a nurse ordoctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - wehave a job for you.
There are also apprenticeships, work placementsand volunteering roles available.
We are an inclusive employer and welcome applications from everyone whatever their sex; religion or belief; race; age; sexual orientation; gender identity or, whether they are pregnant or have recently been on maternity leave, married or are in a civil partnership; or, whether they are disabled.
Our values - Caring For Each Other, Working Together and Always Improving, show thatour commitment to equality is at the heart of everything we do.
If you want excellent career and training opportunities while living on the doorstep of some of Europe's most spectacular scenery,with all the benefits of a thriving and cosmopolitan city - look no further.
Job description
Job responsibilities
Communication and Relationships:
- Maintain utmost confidentiality at all times.
- At all times, to maintain effective working relationships with Health Board staff and contacts.
- When the need arises, to communicate what may be complex contentious information carefully and sensitively with patients/relatives/representatives.
- When the need arises, to ensure that communications with patients/carers/relatives are suitable for those who may have special needs e.g. reading, language or hearing difficulties.
- To respond to queries that may be delicate personal information, that it is appropriately directed to the post-holder in an effective and timely manner.
- Develop a positive and professional relationship with patients, staff, solicitors and the Coroner/Coroners Officer.
- To appropriately refer or escalate issues to the relevant staff who have the ability to resolve promptly.
- To manage enquiries from HM Coroner/Coroners Officer.
- To manage all enquiries via SBU Claims in-box.
Planning and Organisation:
- To work flexibly with the post-holders immediate team and across the department as a whole as needs require. Specific examples of when this will be necessary will include periods of staff absence and when there are fluctuations in normal workflow. This flexibility to be negotiated with the Legal Services Manager or appointed Deputy. The post holder will be expected to demonstrate a flexible and accommodating approach to the working demands of the Patient Feedback Department.
- To plan and prioritise own workload to ensure all deadlines and quality standards are met, highlighting any issues or concerns to the line manager.
- At any stage, to seek the advice or assistance of more senior staff where the post-holder feels any aspects of work being handled is outside their competence.
- To assist with the management of the diaries and appointments of the senior team.
- To provide any appropriate assistance to senior staff to support Localities/ Directorates on claims, redress and inquest activities and processes.
- Where requested, to service relevant meetings as requested by the Senior Team, which will include organising meetings and the timely and accurate preparation of agendas, collation and distribution of papers, the taking and drafting of minutes.
- To arrange meetings in relation to claims, redress or inquests, as requested by Legal Services Handlers.
- To accurately analyse and extract data from the Datix system and design and prepare fit for purpose reports in support of the Legal Services Teams defined processes or on an ad hoc basis as necessary.
- To set logical Datix Events, actioning those events when dates are triggered.
- To assist in the updating of the Datix User Manual, when necessary.
- To update the department web information, when needed.
- To order goods and services and deal with invoices, ensuring compliance with the timescales of the Public Sector Payment Policy.
- To undertake or assist with any other reasonable task at the request of a Senior Manager.
- To handle telephone queries made, which will include accurately recording the claimants details and exercising judgment as to whether the matter needs to be escalated to a Senior Manager.
- To assist in the handling of claims, inquests and redress investigations as directed by the Legal Services Handlers, in accordance with Policy and Procedure and in accordance with departmental processes, authorities and quality and performance standards.
- If and when required, to undertake confidential personnel administration tasks, associated with the management of the departments personnel, on behalf of the senior team, ensuring preservation of the strictest confidentiality at all times.
- To manage and resolve at source where appropriate, enquiries that arise through the SBU Claims in-box, or escalate to Claims Handler.
- To participate in performance reviews undertaken by Line Manager/Legal Services Manager.
- To undertake training as deemed necessary to maintain skills and conform with appraisal.
- To request and receive reports for the Coroners from appropriate staff ensuring that staff receive appropriate guidance in providing such reports. To keep staff involved and updated on developments and progress in Coroners inquests.
- Prepare payment schedules for Welsh Risk Pool.
- To review, action where appropriate and distribute incoming mail accordingly.
- To review medical records and identify relevant staff in relation to inquests and claims.
- Prepare Learning From Event Reports and Case Management Reports, and pursue lessons learnt/actions taken from Directorates/Localities.
- Obtain CRU Certificates in relation to Redress cases.
- Manage Claims Portal.
- Liaise with Legal & Risk Services regarding Experts.
- Obtain CVs from Experts and draft letters of instruction for Redress cases.
- Liaise with Directorates/Localities, Executive Directors to obtain authority to make admissions/agree liability on claims and redress cases.
- Complete Early Warning Notice prior to inquest hearings and notify Directorates/Localities/Executive Team/Communications Team and Welsh Government.
- Notify as above of Coroners conclusion following inquest hearing.
- Maintain inquest schedule.
- Obtain availability of witnesses for inquests.
- To request cheques ensuring authorisation and entering data on DATIX system.
Information Resources:
- At all stages, to maintain the Datix record and action events for cases assigned to the post holder, ensuring the quality and consistency of data within that record.
- To extract data from the Datix system as needed to prepare or assist with the development and preparation of fit for purpose data/reports.
- To comply with the requirements of data quality audits and undertake remedial actions when needed.
- At all times, to maintain the security and confidentiality of personal and sensitive data held by the department.
- The post holder will be required to provide practical training to other users in relation to managing the DATIX system on the claims module.
Analytical and Judgmental:
- To judge when cases or any enquiries fall outside the post-holders competence or defined authorities and require referral to senior management.
- Interrogate and analyse often complex data from the Datix system in preparation and identification of appropriate information for reports relating to claims, redress and inquests.
Policy and Service Development:
- To contribute ideas for changes and improvements to reviews of Health Board policies and procedures that are the responsibility of the Patient Feedback Department.
GENERAL:
Performance Reviews/Performance Obligation:
The post holder will be expected to participate in the Health Boards individual performance review process to ensure continued professional development.
Job Limitations:
At no time should the post holder work outside their defined level of competence. If the post holder has concerns regarding this, they should immediately discuss themwith their Manager / Supervisor / Consultant. All staff have a responsibility to inform those supervising their duties if they are not competent to perform a duty.
To work in accordance with the Health Boards policies and procedures and those specific to Legal Services.
Confidentiality:
In line with the Data Protection Act 1998, the post holder will be expected to maintain confidentiality in relation to personal and patient information, as outlined in the contract of employment. The post holder may access information only on a need to know basis in the direct discharge of duties and divulge information only in the proper course of duties.
Risk Management:
The Health Board is committed to protecting its staff, patients, assets and reputation through an effective risk management process. The post holder will be required to comply with the Health Boards Risk Management Policy, Health and Safety Policy and other associated policies and to actively participate in this process, having responsibility for managing risks and reporting exceptions.
Records Management:
The post holder has a legal responsibility to treat all records created, maintained, used or handled as part of their work within the Health Board in confidence (even after an employee has left the UHB). This includes all records relating to patient health, financial, personal and administrative, whether paper based or on computer. All staff have a responsibility to consult their manager if they are have any doubts about the correct management of records with which they work.
Health & Safety:
The post holder is required to co-operate with the UHB to ensure health and safety duties and requirements are complied with. It is the post holders personal responsibility to conform to procedures, rules and codes of practice; and to use properly and conscientiously all safety equipment, devices, protective clothing and equipment, which is fitted or made available, and to attend training courses as required. All staff have a responsibility to access Occupational Health and other support in times of need and advice.
Job Description:
This job description is not inflexible but is an outline and account of the main duties. Any changes will be discussed fully with the post holder in advance. The job description will be reviewed periodically to take into account changes and developments in service requirements.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Job description
Job responsibilities
Communication and Relationships:
- Maintain utmost confidentiality at all times.
- At all times, to maintain effective working relationships with Health Board staff and contacts.
- When the need arises, to communicate what may be complex contentious information carefully and sensitively with patients/relatives/representatives.
- When the need arises, to ensure that communications with patients/carers/relatives are suitable for those who may have special needs e.g. reading, language or hearing difficulties.
- To respond to queries that may be delicate personal information, that it is appropriately directed to the post-holder in an effective and timely manner.
- Develop a positive and professional relationship with patients, staff, solicitors and the Coroner/Coroners Officer.
- To appropriately refer or escalate issues to the relevant staff who have the ability to resolve promptly.
- To manage enquiries from HM Coroner/Coroners Officer.
- To manage all enquiries via SBU Claims in-box.
Planning and Organisation:
- To work flexibly with the post-holders immediate team and across the department as a whole as needs require. Specific examples of when this will be necessary will include periods of staff absence and when there are fluctuations in normal workflow. This flexibility to be negotiated with the Legal Services Manager or appointed Deputy. The post holder will be expected to demonstrate a flexible and accommodating approach to the working demands of the Patient Feedback Department.
- To plan and prioritise own workload to ensure all deadlines and quality standards are met, highlighting any issues or concerns to the line manager.
- At any stage, to seek the advice or assistance of more senior staff where the post-holder feels any aspects of work being handled is outside their competence.
- To assist with the management of the diaries and appointments of the senior team.
- To provide any appropriate assistance to senior staff to support Localities/ Directorates on claims, redress and inquest activities and processes.
- Where requested, to service relevant meetings as requested by the Senior Team, which will include organising meetings and the timely and accurate preparation of agendas, collation and distribution of papers, the taking and drafting of minutes.
- To arrange meetings in relation to claims, redress or inquests, as requested by Legal Services Handlers.
- To accurately analyse and extract data from the Datix system and design and prepare fit for purpose reports in support of the Legal Services Teams defined processes or on an ad hoc basis as necessary.
- To set logical Datix Events, actioning those events when dates are triggered.
- To assist in the updating of the Datix User Manual, when necessary.
- To update the department web information, when needed.
- To order goods and services and deal with invoices, ensuring compliance with the timescales of the Public Sector Payment Policy.
- To undertake or assist with any other reasonable task at the request of a Senior Manager.
- To handle telephone queries made, which will include accurately recording the claimants details and exercising judgment as to whether the matter needs to be escalated to a Senior Manager.
- To assist in the handling of claims, inquests and redress investigations as directed by the Legal Services Handlers, in accordance with Policy and Procedure and in accordance with departmental processes, authorities and quality and performance standards.
- If and when required, to undertake confidential personnel administration tasks, associated with the management of the departments personnel, on behalf of the senior team, ensuring preservation of the strictest confidentiality at all times.
- To manage and resolve at source where appropriate, enquiries that arise through the SBU Claims in-box, or escalate to Claims Handler.
- To participate in performance reviews undertaken by Line Manager/Legal Services Manager.
- To undertake training as deemed necessary to maintain skills and conform with appraisal.
- To request and receive reports for the Coroners from appropriate staff ensuring that staff receive appropriate guidance in providing such reports. To keep staff involved and updated on developments and progress in Coroners inquests.
- Prepare payment schedules for Welsh Risk Pool.
- To review, action where appropriate and distribute incoming mail accordingly.
- To review medical records and identify relevant staff in relation to inquests and claims.
- Prepare Learning From Event Reports and Case Management Reports, and pursue lessons learnt/actions taken from Directorates/Localities.
- Obtain CRU Certificates in relation to Redress cases.
- Manage Claims Portal.
- Liaise with Legal & Risk Services regarding Experts.
- Obtain CVs from Experts and draft letters of instruction for Redress cases.
- Liaise with Directorates/Localities, Executive Directors to obtain authority to make admissions/agree liability on claims and redress cases.
- Complete Early Warning Notice prior to inquest hearings and notify Directorates/Localities/Executive Team/Communications Team and Welsh Government.
- Notify as above of Coroners conclusion following inquest hearing.
- Maintain inquest schedule.
- Obtain availability of witnesses for inquests.
- To request cheques ensuring authorisation and entering data on DATIX system.
Information Resources:
- At all stages, to maintain the Datix record and action events for cases assigned to the post holder, ensuring the quality and consistency of data within that record.
- To extract data from the Datix system as needed to prepare or assist with the development and preparation of fit for purpose data/reports.
- To comply with the requirements of data quality audits and undertake remedial actions when needed.
- At all times, to maintain the security and confidentiality of personal and sensitive data held by the department.
- The post holder will be required to provide practical training to other users in relation to managing the DATIX system on the claims module.
Analytical and Judgmental:
- To judge when cases or any enquiries fall outside the post-holders competence or defined authorities and require referral to senior management.
- Interrogate and analyse often complex data from the Datix system in preparation and identification of appropriate information for reports relating to claims, redress and inquests.
Policy and Service Development:
- To contribute ideas for changes and improvements to reviews of Health Board policies and procedures that are the responsibility of the Patient Feedback Department.
GENERAL:
Performance Reviews/Performance Obligation:
The post holder will be expected to participate in the Health Boards individual performance review process to ensure continued professional development.
Job Limitations:
At no time should the post holder work outside their defined level of competence. If the post holder has concerns regarding this, they should immediately discuss themwith their Manager / Supervisor / Consultant. All staff have a responsibility to inform those supervising their duties if they are not competent to perform a duty.
To work in accordance with the Health Boards policies and procedures and those specific to Legal Services.
Confidentiality:
In line with the Data Protection Act 1998, the post holder will be expected to maintain confidentiality in relation to personal and patient information, as outlined in the contract of employment. The post holder may access information only on a need to know basis in the direct discharge of duties and divulge information only in the proper course of duties.
Risk Management:
The Health Board is committed to protecting its staff, patients, assets and reputation through an effective risk management process. The post holder will be required to comply with the Health Boards Risk Management Policy, Health and Safety Policy and other associated policies and to actively participate in this process, having responsibility for managing risks and reporting exceptions.
Records Management:
The post holder has a legal responsibility to treat all records created, maintained, used or handled as part of their work within the Health Board in confidence (even after an employee has left the UHB). This includes all records relating to patient health, financial, personal and administrative, whether paper based or on computer. All staff have a responsibility to consult their manager if they are have any doubts about the correct management of records with which they work.
Health & Safety:
The post holder is required to co-operate with the UHB to ensure health and safety duties and requirements are complied with. It is the post holders personal responsibility to conform to procedures, rules and codes of practice; and to use properly and conscientiously all safety equipment, devices, protective clothing and equipment, which is fitted or made available, and to attend training courses as required. All staff have a responsibility to access Occupational Health and other support in times of need and advice.
Job Description:
This job description is not inflexible but is an outline and account of the main duties. Any changes will be discussed fully with the post holder in advance. The job description will be reviewed periodically to take into account changes and developments in service requirements.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Person Specification
Education/Qualifications
Essential
- Educated to GCSE level
- HNC or diploma in related subject or equivalent experience
- Word processing qualifications
Desirable
Knowledge & Experience
Essential
- Knowledge of the principles of investigations and practices associated with legal claims and redress case.
- Knowledge and experience of working with the Putting Things Right Regulations, Civil Procedure Rules and Coronial Regulations and Legislation.
- Evidence of working to high quality standards.
- Experience of building and maintaining professional relationships.
- Experience of dealing with sensitive and complex situations in an appropriate manner.
- Experience of negotiating and mediating.
Desirable
- Experience in use of Datix Risk Management system.
Skills & Ability
Essential
- Ability to communicate effectively and sensitively at all levels.
- Evidence of ability to work successfully under pressure.
- Ability to work with minimal supervision and use initiative.
- Excellent verbal and written skills.
- Ability to assimilate verbal information and translate into accurate written notes.
- Full range of IT skills.
Desirable
- Data formatting and presentation
Other requirements
Essential
- Be able to prioritise workload.
- Ability to work as part of a team but also accepting responsibility and accountability for performance.
- Self motivated and customer-focused approach.
- Flexible attitude to work.
- Committed to electronic working.
- Calm under pressure.
- Ability to multi-task
Person Specification
Education/Qualifications
Essential
- Educated to GCSE level
- HNC or diploma in related subject or equivalent experience
- Word processing qualifications
Desirable
Knowledge & Experience
Essential
- Knowledge of the principles of investigations and practices associated with legal claims and redress case.
- Knowledge and experience of working with the Putting Things Right Regulations, Civil Procedure Rules and Coronial Regulations and Legislation.
- Evidence of working to high quality standards.
- Experience of building and maintaining professional relationships.
- Experience of dealing with sensitive and complex situations in an appropriate manner.
- Experience of negotiating and mediating.
Desirable
- Experience in use of Datix Risk Management system.
Skills & Ability
Essential
- Ability to communicate effectively and sensitively at all levels.
- Evidence of ability to work successfully under pressure.
- Ability to work with minimal supervision and use initiative.
- Excellent verbal and written skills.
- Ability to assimilate verbal information and translate into accurate written notes.
- Full range of IT skills.
Desirable
- Data formatting and presentation
Other requirements
Essential
- Be able to prioritise workload.
- Ability to work as part of a team but also accepting responsibility and accountability for performance.
- Self motivated and customer-focused approach.
- Flexible attitude to work.
- Committed to electronic working.
- Calm under pressure.
- Ability to multi-task
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).
Employer details
Employer name
Swansea Bay University Health Board
Address
Swansea Bay University Health Board Headquarters
One Talbot Gateway, Baglan Energy Park,
Port Talbot
SA12 7BR
Employer's website
https://sbuhb.nhs.wales/ (Opens in a new tab)
