Complex Care Administration Manager

North Central London Integrated Care Board

The role of Complex Care Administrator Manager is critical to providing effective operational management, advice and support for NHS Continuing Healthcare (CHC) and complex care administration to enable the delivery of performance and business objectives. The role will work with the Head of Business to ensure performance and business continues to deliver the highest quality of delivery to individuals and their representatives and to deliver NHS England targets.

The Complex Care Administrator Manager will operate effectively in a flexible and demanding environment and proactively engage with internal and external stakeholders. Responsibilities include:

1. Demonstrating personal commitment and contribution to effective teamwork across CHC.
2. Working effectively with a variety of external consultancies working on other projects within CHC as required.
3. Providing and receiving highly complex, sensitive and contentious information, presenting information to a wide range of stakeholders in a formal setting.
4. Having the ability to deal with potentially aggressive/antagonistic situations.
5. Linking with managers and members of other functions to address interdependencies and ensure alignment, for example internally with Safeguarding and Quality team members as well as our Complex Individualised Commissioning Team.
6. Working effectively and collaboratively with the patient database provider Team to ensure data quality and reporting for CHC is of an accurate and high standard.

Main duties of the job

1. Accountable for ensuring administration team contributes to the timely end-to-end CHC process from initial referral to ratification and beyond.
2. Accountable for quality administration to ensure all individual patient records and communications are an accurate reflection of the patient journey.
3. Developing and ensuring data recording systems are up to date, raising any operating problems/development issues directly to the relevant teams.
4. Direct line manager for the Complex Care Administration Team. Responsible for the day-to-day provision and coordination of CHC administration staff.
5. Ordering and coordination of IT equipment for CHC team starters and leavers, ensuring that ICB policies are embedded in everyday practice.
6. Demonstrating personal commitment and contribution to the improvement and maintenance of good working relationships and effective joint working between CHC clinical and admin staff, health, social care and independent providers, individuals and their representatives.
7. Taking an active approach and supporting the Assistant Director of complex care in ensuring that key business, quality, financial, services effectiveness and performance targets are maintained.
8. Communicating complex and sensitive information effectively and collaboratively with families and other health and social care professionals where required, as part of the information gathering for assessment and review processes.

About us

On 1 July 2022, NHS North Central London Integrated Care Board (NCL ICB) was established. The ICB is part of North Central London Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.

ICBs are statutory NHS bodies responsible for planning and allocating resources to meet the four core purposes of ICSs:

1. To improve outcomes in population health and healthcare.
2. Tackle inequalities in outcomes, experience and access.
3. Enhance productivity and value for money.
4. Help the NHS support broader social and economic development.

North Central London's population is incredibly diverse, and continues to grow and change. This brings pressure and challenges for the local health and care services that NCL ICB commissions - or buys - on behalf of residents. NCL ICB works closely with Councils, providers, general practices, voluntary, community organisations, and unions, to achieve our shared aims.

We are committed to recruiting a workforce which is reflective of our diverse population, where individual contributions are encouraged and valued. We welcome and encourage applications from all candidates regardless of age, race, sex or gender identity, religious beliefs, marital status, sexual orientation, disability, caring status or neurodiversity.

Job responsibilities

Please see the attached Job Description and Person Specification for full duties and responsibilities.

Previous applicants need not apply.

Person Specification

Education / Qualifications

• Educated to degree level, or equivalent in a specific field, experience of working at a similar level in specialist area.
• Further training or significant experience in project management, financial management or supporting change management processes.

Experience

• Experience of working in a fast-paced, highly pressured environment.
• Experience in communications and stakeholder management.
• Experience and understanding of evaluating and measuring the performance of health services.
• Previous experience in similar role in public sector.

Knowledge

• Advance knowledge of IT systems and software programmes such as Outlook, Word, Excel, PowerPoint and Access.
• Strong knowledge of the Continuing Healthcare process and a good working understanding of the national framework for NHS Continuing Healthcare and NHS Funded Nursing Care.
• A good understanding of the health and social care environment and roles and responsibilities within it.
• Knowledge of NCL ICB current patient database (Caretrack).

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.

Employer name

North Central London Integrated Care Board

£44,806 to £53,134 a year per annum inc HCA