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Complaints and Claims Manager

Employer
The Clatterbridge Cancer Centre NHSFT
Location
Liverpool
Salary
£43,742 to £50,056 per annum
Closing date
9 Jun 2024

View more

Profession
Other Health Profession
Grade
Band 7
Hours
Full Time
If you are ready for a new challenge in 2024 and have the necessary experience in Complaints and Claims management, we would love to hear from you.

This post is a fixed term of 14 months to cover for Maternity Leave. A secondment opportunity will be considered.

Main duties of the job

The Complaints and Claims Manager is responsible for the management of complaints, claims, Inquests and the PALS service and for ensuring that all internal and external processes are effectively adhered to and operates in accordance with the NHS Complaints Regulations and within specified timeframes.

About us

The Clatterbridge Cancer Centre is one of three specialist cancer centres in England. With 1,800 specialist staff and three sites, we are one of the largest NHS providers of non-surgical cancer treatment. The Trust has a unique multi-site care model serving the 2.4 million population across Cheshire and Merseyside and is consistently rated by patients as one of the best performing hospitals.

Our vision is to not only maintain this level of commitment to excellence but to work with our academic and healthcare partners across the region to ensure care, treatment and patient outcomes continuously improve in the future. We are very proud of all our expert and loyal staff and we welcome people who share the collective aim of delivering excellence in everything that we do.

Our values represent who we are and what we believe in. They define how we act to deliver the best possible care for our patients and shape The Clatterbridge Cancer Centre as a great place to work.
We are - Kind Empowered Responsible Inclusiv e

Job description

Job responsibilities

The Complaints and Claims manager will work closely with the Divisional Governance Manager and other Divisional leads to ensure that there is effective early resolution of formal complaints/claims and PALs enquiries within agreed timescales and take a lead on ensuring processes are followed. A key role will be to ensure CCC learns from complaints, claims and PALs enquiries/concerns, providing detailed reports and trend analysis and facilitating changes in practice as appropriate.

The post holder will also manage and co-ordinate the inquests process and be the Trusts contact with the coroners office.

The successful postholder will be based on site in Liverpool 4 days per week

The Complaints and Claims manager will work closely with the Divisional Governance Manager and other Divisional leads to ensure that there is effective early resolution of formal complaints/claims and PALs enquiries within agreed timescales and take a lead on ensuring processes are followed. A key role will be to ensure CCC learns from complaints, claims and PALs enquiries/concerns, providing detailed reports and trend analysis and facilitating changes in practice as appropriate.

The post holder will also manage and co-ordinate the inquests process and be the Trusts contact with the coroners office.

The successful postholder will be based on site in Liverpool 4 days per week.

Person Specification

Qualifications

Essential

  • First Degree
  • Professional legal qualification i.e. solicitor/paralegal
  • Master's Degree in appropriate subject or working towards


Knowledge and Expertise

Essential

  • Evidence of expert knowledge in area and CPD
  • PALS process
  • Detailed knowledge of medico-legal processes in relation to NHS claims


Experience

Essential

  • Experience of managing the patient and carer interface in the NHS or similar client/professional relationship working
  • Experience of leading on the complaints/claims process, and providing advice and guidance on the process and recommendations for subsequent action
  • Considerable experience in handling claims and an understanding of the legal processes involved.


Desirable

  • Experience of leading the complaints process preferably under the NHS Complaints Procedure and handling difficult/sensitive situations
  • Management and development of staff


Employer details

Employer name

The Clatterbridge Cancer Centre NHSFT

Address

The Clatterbridge Cancer Centre - Liverpool

Pembroke Place

Liverpool

L7 8YA

Any attachments will be accessible after you click to apply.

158-23-441-GOV-B

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