Job Title: Service Link Officer, Adult Disability Service
Location: Hemel Hempstead
Starting Salary: £30,151 progressing to £32,909 pa (pro rata for part-time)
Hours: 37 per week
Contract: Fixed Term/Secondment until August 2023
Diversity: We are an inclusive employer and value a diverse workforce
Are you looking for an exciting new challenge? Do you want to join a thriving and creative team? An exciting opportunity has arisen for a Service Link Officer, to work within the Business Support Team in the Adult Disability Service.
You will work closely with frontline social care workers and managers to investigate and resolve complex financial queries relating to service user care charges in line with current government legislation. You will also provide support to the Care Team on appointeeship and deputyship cases.
Responsibilities in the role will include completing preventative work to ensure income generation as well as responsible for monitoring and recovering debt relating to care charges.
This is a fast-paced environment; Therefore, you’ll need to be able to work under pressure and be extremely well organised, taking a pro-active approach to your workload.
We’ll need you to have a proven track record of delivering excellent customer service and be able to ensure work is carried out to a high standard within agreed KPIs.
You will need to be an excellent communicator, both written and verbal, proactive with the ability to change your approach dependent on the audience. This is vital given you will have regular contact with service users and their families as well as partnership agencies, such as Care Providers and the NHS. You will also need to have experience in resolving debt and finance queries as well as being competent in Microsoft packages.
You can help provide support to our residents as well as maximising income recovery. If this sounds like the opportunity for you, would love to hear from you!
PURPOSE OF THE JOB
To be the first point of contact for advice, expert knowledge and support to ADS care teams on complex practice, finance and systems. To adopt a consultative approach providing guidance on complex issues relating to standards of care and reconciliation of data.
Protect and meet the needs of Service Users by identifying and resolving queries relating to quality of service performance. Work with partners around accuracy of commissioned data ensuring that the service is effectively delivered to Service Users in line with agreed care plans.
Identify areas for improvement in service delivery and consistency in approach by taking a preventative lead.
Liaise with, and provide support to a wide range of stakeholders including independent care providers, care management services, finance and strategic commissioning.
To work in line with Data Protection and Confidentiality policies and procedures.
Areas of Responsibility
To identify and resolve complex financial queries: Take a pro-active approach to carry out investigative work; analyse and progress information including Homecare, Residential Placements and financial screening forms; take the lead on assessing additional investigations needed on queries; ensure that all income sources are explored in relation to care packages and assessments in line with departmental procedures; present and report information to senior management; provide direct support to Service Users, or representatives, on financial information; liaise with providers and Service Users to resolve payment queries in care provision.
To lead on resolving complex debt recovery issues: Ensure you work to ACS’s debt management policy and practice, whilst resolving complex debt cases relating to non-payment of a Service User’s contribution to the cost of their care and monitor until completion; reconcile data and check accuracy of provider information; make representation to legal services; take responsibility for decisions on individual debt management cases; develop and report on debt recovery performance on a monthly basis; build relationships with Service Users, or representatives, to influence the payment of debt; provide advice and guidance to Service Users in order to initiate payment plans.
Respond to complex situations: Identify and analyse over or under commissioned services by investigating, researching and collating information to look for discrepancies; Liaise with internal and external providers to seek resolutions by using negotiation and influencing skills to resolve or recommend a mutually beneficial outcome; Report on decision making and interventions required, whilst presenting complex information in an understandable and comprehensive format.
Closing Date: 11th December 2022
Interview Date: TBC
For an informal discussion and more information please contact: Adaeze Ihedioha, Business Support Manager on 01442 453652.