The Role:
You will assist in all aspects of work within the Care Bureau and will be responsible for the operation, maintenance, validation and updating of data on the IT Systems, co-ordinating packages of service provision and checking of invoices for payment.
Responsibilities
1. Maintain and update data on the computerised system (eBrokerage), ensuring that all data is accurate, complete and up-to-date and liaising with Commissioner and Care Bureau Band 4 as required according to agreed protocols as required.
2. Triage new cases from Encompass prior to sending onto Band 4's for processing to eBrokerage
3. Prioritise referrals according to agreed protocols.
4. Process referrals appropriately, including:
5. contacting stipulated providers to confirm if a package can be provided;
6. discussing and arranging changes/enhancements to an existing package, taking account of current service provision and service user wishes;
7. requesting a new package, taking account of availability of in-house provision in the first instance.
8. Source providers using standard documentation in accordance with agreed rota systems and service protocols, including adherence to standard response times.
9. Put offers for clients received via Band 4 on Encompass.
10. Confirm arrangements for service provision with the commissioner and provider using electronic system and by telephone.
11. Escalate issues of concern ( non-compliance by a provider) to Line Manager for monitoring and review.
12. Escalate eBrokerage/Encompass system errors to line manager
13. Responsible for the receipt, checking and verification of invoices against the Encompass System, in accordance with agreed protocols.
14. Liaise with providers to resolve queries/discrepancies on invoices, including raising of credit notes and amend invoice prior to forwarding to BSO for payment.
15. Produce regular and ad hoc reports from the Encompass system to provide a range of management information (including usage, expenditure, discrepancies), for use both within the Trust and externally.
16. Maintain and update Outstanding Cases and send to Providers on a daily basis, escalation as per agreed protocol.
Hours of work: hours per week, Monday- Friday, 9am- 5pm
Hourly Rate: £ per hour
Essential Criteria:
17. A minimum of 5 GCSEs at Grade A-C to include Mathematics and English
OR
NVQ Level 2 or GNVQ qualification plus 1 year's relevant experience*
OR
18. 2 years' relevant work-based experience (relevant experience should be within a general Customer Service Environment or Procurement or Logistics environment. This setting should deal with customer order processing, customer call handling and using Microsoft office applications ( Excel, Outlook, Word)
19. Ability to meet high standards of quality and professionalism
20. Ability to maintain and improve customer service.
21. Ability to communicate effectively
22. Ability to manage, analyse and evaluate information to ensure delivery of an effective and efficient service.
23. Ability to operate PC software and business applications