Claims, Inquests and Complaints Officers

Job overview

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.

Detailed job description and main 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.