Claims & Coroners Coordinator

at  West Midlands Ambulance Service University NHS Foundation Trust

Is the face of the trust when dealing with concerns and information requests from Coroners teams and Trust solicitors. If a concern can be answered over the phone or the contact needs to be signposted to another area this will be completed at source. If the concern cannot be answered this will be logged for review/investigation. Ensuring written communication (including emails) are logged and telephone contact is made if a contact telephone number has been submitted.
To assist the department to electronically manage information by inputting relevant data onto the ORBIT/DATIX database and team action log. To ensure all enquiries taken are logged/answered/sent for investigation or referred on to the Head of Claims and Coroners where required. The frequency and nature of enquires are unpredictable. Working as part of a team, the post holder will provide efficient and comprehensive administrative support to the Head of Claims and Coroners and team members.
Effective communication skills, the post-holder maybe liaising with members of the public about sensitive or contentious issues. The contact regularly are distressed, upset, aggressive in their manner. There could be a language barrier, communication could be difficult the contact may have lost a family member, suffering life changing illness. The post holder will be processing personal information.
Working as part of a team, the post holder will provide efficient and comprehensive administrative support to the Claims and Coroners Team. Work to resolve coroners and claims enquiries and issues. Assist in the completion of audits for claims and coroners referrals Work to complete reports and chronologies for Claims and Coroners Investigations in line with set deadlines Ensure enquiries/concerns are resolved within the agreed timeframe. Contribute to setting up and maintaining an appropriate filing system whereby cases, incidents or formal complaints can be filed and retrieved as necessary.
Assist with Coroners and Claims issues by answering calls, assisting where possible and compiling file notes. Liaise with Trust Managers and administration support in all localities to chase documents and investigations, to provide to coroners, NHSR and solicitors. Assist in writing and sending letters to Coroners Teams and Solicitors. Have a good knowledge of the local NHS service, heathcare, health and well being and economy to sign post patients, contacts to appropriate services within the West Midlands.
Locate/request patient report forms and ensure that these are passed to the relevant contact in a secure manner in conjunction with the Data Protection Act. Locate 999 calls when requested, ensuring that these are passed to the relevant person in a secure manner in conjunction with the Data Protection Act. Assist to collate data and ensure any internal and external reports for Coroners and Claims are completed within the agreed timeframe. Ensure staff and their managers are aware of coroners inquests they are required to attend.
Liaise with Coroners Officers and Trust Legal Teams in the absence of the Head of Claims and Coroners to clarify requests and confirm arrangements. Keep managers informed of outstanding actions required to fulfil external information requests. Liaise with managers and administration in localities for outstanding documentation following the case review or actions identified during the investigation in order that the concern file can be closed. Ensure accuracy of data at all times.
Assist in photocopying and scanning relevant information as and when required. Assist the coroners and claims team as necessary with correspondence internally and external relating to each case and concerns chasing correspondence to meet appropriate timescales. Assist coroners and claims team members when necessary to register new cases and investigations on the database identifying the division and responsible manager, and where necessary sending to the identified manager. The post holder will also send final Resolution letters to NHSR after final response has been forwarded to the claims team.
Take notes of the Claims and Coroners Team meeting when necessary. Assist with stationery requirements in the absence of the PA to the Directorate Ensure that photocopiers and other office machinery are properly maintained and serviced. Contributing on proposed change to policies and procedures and practice. Ensure compliance with all Trust Policies, Procedures and Protocols.
Observes with Data Protection requirement

Please refer the Job description for details