Clinical Operations Support Advisor

Company Description

The Clinical Operations Support Advisor role is a fundamental part in maintaining the smooth operations of the clinical staff in delivering PIP and WCA assessment claims. Varying administrative tasks will be required and accuracy is vital. This role is key to ensuring that system information is accurate across multiple software systems used by the company. Working knowledge of excel is essential.

Job Description

Responsibilities:

DISABILITY ANALYST ACCOUNTS

• Setting up and closing down accounts on multiple software platforms for the disability analysts.
• Completing additional checks to ensure all contractual requirements have been met prior to giving access to authority data.
• Regular maintenance and hierarchy changes to be made to these accounts in in real time to ensure no delays in day-to-day business.
• Logging of future changes to made.
• Removing access to PRS/SAMS when contractual requirements are breached.
• Daily checks and communication ensuring all appointments and amendments have been completed for staff that have left the business.
• Changing Risk Ratings when a review of audit rules and performance has been completed by management.
• Managing Weekend Overtime Target Audit.

CLINICAL REPORTING

• Daily Auditor Resource – to allow Management to split resources in real time to enable more efficient queue management.
• Audit Queue – twice daily updates of the current cases waiting for Audit.
• Advice Queue - Regular interval reporting throughout the day to allow the management of these queues to ensure we remain within the 2-day SLA.
• SREL Queue – Regular interval reporting throughout the day to allow the management of the Queue to ensure we remain in the 2-day and 5-day SLA requirements.
• Rework Queue – Regular interval reporting throughout the day to allow the management of the queue to ensure we remain in the 2-day and 25-day SLA requirements.
• Daily reporting of Audit Picker and Audit Outputs  to allow the management of quality and approval status by CSLs and Management.
• Supply Chain Run of Grades – providing separate daily reports for each of the 5 Supply Chain Partners so they can effectively manage quality and approval status.
• Submitting previous day’s closed cases to DWP for Independent Audit selections.
• PBR Amendments – daily report chasing outstanding case amendments to ensure all cases are closed and returned to DWP within SLA.
• Risk-Based Analysis weekly report for management.

INDEPENDENT AUDIT (For PIP and WCA Contracts)

• Transcribing Independent Audit reports and logging Initial Review Audit grades (PIP) that are received from DWP. This requires updating multiple trackers across the two contracts.
• Transcribing reports on to PRS and MSD for the PIP and WCA contracts respectively.
• Communication with the DWP Independent Audit team daily to relay information regarding the completion of IA amendment requests.
• Working with the Clinical Audit PIP team, providing them with PIP Independent Audit reports that require a clinical review prior to transcribing.
• Processing rejected reports and returning them to DWP for action, ensuring they are received back and transcribed in a timely manner.

DWP & INTERNAL APPROVAL AND REVOCATIONS

• Providing support and documenting the progress of the disability analysts through the final stages of gaining approval.
• Liaising with DWP counterparts regarding the approval and revocation status of the disability analysts by sending update letters.
• Logging the confirmations of approval and revocation received from DWP in response to the letters.
• Monitoring the approval status of each clinical staff member and ensure they are completing the required number of reports to maintain their approval over time.

BUSINESS OPERATIONS MANAGEMENT

• Managing NGCC New User, Superuser Accounts and any amendments / deletions – collate when received and send form weekly to DWP.
• Respond to all enquiries in the teams channel and in the BOM email.
• Manage WCA, PIP and unallocated Placenames daily and weekly.
• JCP Special Operations Checks – ensure the access enquiries are actioned and returned within 24 hours.
• Asset Management – as and when updates are required by the business.
• Manage and organise Security Guards at Assessment Centres.
• Manage Purchase Orders daily.
• Manage Video Assessment changes and licence updates when required.

MISCELLANEOUS

• Liaising with the clinical teams and DWP to book DWP Observations on a weekly basis. Ensuring the observations are spread out across the business equally and with no bias and that the observations take place and feedback is received.
• Provide 360 Feedback for WCA Doctor’s Appraisals.
• Respond to all enquiries and issues that come into the two mailboxes with the 2 day SLA.
• Skills Matrix – uploading forms and information received from the clinical teams.
• Internal Audit SLA – managing the currently assigned audits and communicating with the clinical teams to ensure that all audits are closed within SLA. It is usually cases that have been assigned but not worked due to various reasons.
• Monthly checks of ALL clinical staff’s professional body registration. Liaising with managers and HR when there is a registration issue.
• Registration Expiry and Revalidation checks – multiple checks for staff who are nearing registration and revalidation expiry to ensure continuation of registration.
• General administration tasks and ad hoc tasks as required.

Qualifications

Essential Criteria

• Must have excellent working knowledge of Microsoft Excel.
• Work well as part of a team and have great interpersonal skills.
• Must have a proactive attitude & have strong personal accountability.
• Excellent attention to detail.
• Great time management and organisational skills.
• Ability to multi-task and deliver against several priorities without compromising on quality.
• Ability to work flexibly and under pressure in a fast-paced environment.    

Desirable Criteria

• Previous experience working within a similar administrative role.
• Understanding of continuous improvement

Please note that we reserve the right to close this vacancy early should we receive a sufficient number of applications.

Additional Information

All Ingeus personnel are required to comply with Ingeus’ policies relating to Information Security and Data protection, specifically to:

• Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
• Treat the security of all information assets according to their designated information security classification
• Ensure that they only access information assets that they are authorised to do so.
• Adhere to the procedure for reporting any security weakness or event
• Commit to, and participate in, personal development of information security awareness & knowledge
• Comply with all laws and contractual obligations regarding the protection of data
• Understand that any breach of Ingeus’ Information Security and Data Protection policies may be a disciplinary offence under the Ingeus’ Disciplinary policy.