Warning
Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.
Claim Manager (Infected Blood Compensation Authority)
| Dyddiad hysbysebu: | 10 Rhagfyr 2024 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 09 Ionawr 2025 |
| Lleoliad: | Newcastle, Tyne & Wear |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 367089 |
Crynodeb
This is a newly formed claim management team across IBCA.
This is a vital role that will allow you to deal with high profile casework. You will be part of a multi-channel team that has responsibility for developing trusting relationships with service users and advocating for them, gathering evidence and materials and synthesising that for clinical and financial assessors, processing applications and supporting our customers to make their claim including signposting to other support services (such as financial, mental health and legal services), and taking decisions in relation to claims. This is an exciting opportunity to shape learning and develop a world class service, working with policy and guidance as part of a multi functional team. You will be working with uncertainty and ambiguity, helping the team to develop the service and this will require adaptability, an innovative mindset and resilience.
We want you to shape how IBCA will deliver justice and an excellent service for those wishing to claim compensation.
Key responsibilities
Manage an allocated caseload ensuring that work is progressed to a high quality;
Act as first point of contact/resolution, taking general enquiries by telephone where telephony demand requires, building relationships with claimants and so a flexible working approach will be required;
Gather, review and analyse evidence on behalf of the service users, ensuring minimum burden on them to prove their case, taking responsibility for own quality and working in accordance with our guidance and internal quality model;
Synthesise available information, and, where required, provide condensed case briefs to clinical assessors and financial analysts for their expert input and assessment of the impact, severity, and eligibility of cases;
Communicate professionally with individuals from the IBCA community via a multi-channel service, building trusting relationships;
Work to tight timescales and adapt to requests from service users and IBCA employees to meet shared goals;
Deal with some technical application queries and communications with beneficiaries, some of which may be challenging;
Advocate on behalf of customers as appropriate;
When required, assist the customer contact and resolution team in responding to complaints in line with IBCA's complaints procedure where the customer expresses dissatisfaction;
Independently re-examine claims where a customer requests an internal review to ensure they have been correctly decided on in accordance with IBCA policies and procedures, and also be responsible for preparing cases for His Majesty's Courts and Tribunal Service where the customer wishes to appeal an IBCA decision;
Signpost customers to relevant support functions such as legal and financial entities which may include researching the support required as part of the scheme, to discuss cases with others in the multi function team as needed to ensure correct signposting;
Foster an environment where colleagues’ safety and well-being is promoted, adhering to the Health and Safety procedures with knowledge of Equality and Diversity;
In addition, claim managers will develop, test and shape guidance, decision-aids and the service in IBCA’s design phase;
Highlight areas where there is room for improvement, eg enhancements to processes or the information we can provide, providing a vital link between those who wish to claim compensation and the organisation.
Please note - Our current telephony opening hours are Monday to Friday 9-5 and this may change as we learn more about our claimants and how best to meet their needs and as such flex will be required.
This is a vital role that will allow you to deal with high profile casework. You will be part of a multi-channel team that has responsibility for developing trusting relationships with service users and advocating for them, gathering evidence and materials and synthesising that for clinical and financial assessors, processing applications and supporting our customers to make their claim including signposting to other support services (such as financial, mental health and legal services), and taking decisions in relation to claims. This is an exciting opportunity to shape learning and develop a world class service, working with policy and guidance as part of a multi functional team. You will be working with uncertainty and ambiguity, helping the team to develop the service and this will require adaptability, an innovative mindset and resilience.
We want you to shape how IBCA will deliver justice and an excellent service for those wishing to claim compensation.
Key responsibilities
Manage an allocated caseload ensuring that work is progressed to a high quality;
Act as first point of contact/resolution, taking general enquiries by telephone where telephony demand requires, building relationships with claimants and so a flexible working approach will be required;
Gather, review and analyse evidence on behalf of the service users, ensuring minimum burden on them to prove their case, taking responsibility for own quality and working in accordance with our guidance and internal quality model;
Synthesise available information, and, where required, provide condensed case briefs to clinical assessors and financial analysts for their expert input and assessment of the impact, severity, and eligibility of cases;
Communicate professionally with individuals from the IBCA community via a multi-channel service, building trusting relationships;
Work to tight timescales and adapt to requests from service users and IBCA employees to meet shared goals;
Deal with some technical application queries and communications with beneficiaries, some of which may be challenging;
Advocate on behalf of customers as appropriate;
When required, assist the customer contact and resolution team in responding to complaints in line with IBCA's complaints procedure where the customer expresses dissatisfaction;
Independently re-examine claims where a customer requests an internal review to ensure they have been correctly decided on in accordance with IBCA policies and procedures, and also be responsible for preparing cases for His Majesty's Courts and Tribunal Service where the customer wishes to appeal an IBCA decision;
Signpost customers to relevant support functions such as legal and financial entities which may include researching the support required as part of the scheme, to discuss cases with others in the multi function team as needed to ensure correct signposting;
Foster an environment where colleagues’ safety and well-being is promoted, adhering to the Health and Safety procedures with knowledge of Equality and Diversity;
In addition, claim managers will develop, test and shape guidance, decision-aids and the service in IBCA’s design phase;
Highlight areas where there is room for improvement, eg enhancements to processes or the information we can provide, providing a vital link between those who wish to claim compensation and the organisation.
Please note - Our current telephony opening hours are Monday to Friday 9-5 and this may change as we learn more about our claimants and how best to meet their needs and as such flex will be required.
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd
Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
Yn gyffredinol, bydd cyflogwr Hyderus o ran Anabledd yn cynnig cyfweliad i unrhyw ymgeisydd sy'n datgan eu bod yn anabl ac yn bodloni'r meini prawf lleiaf ar gyfer y swydd fel y diffinnir gan y cyflogwr. Mae'n bwysig nodi, mewn rhai sefyllfaoedd recriwtio fel nifer fawr o ymgeiswyr, cyfnod tymhorol ac amseroedd prysur iawn, efallai y bydd y cyflogwr am gyfyngu ar y niferoedd cyffredinol o gyfweliadau a gynigir i bobl anabl a phobl nad ydynt yn anabl. Am fwy o fanylion ewch i Hyderus o ran Anabledd.