Location: Tewkesbury, Croydon, Manchester or Bristol preferred. Hybrid working available on completion of probation. WFH available dependent on candidate. Travel to regional offices and off-site locations may be required.
Hours: 37.5 hours per week, typically between Mon to Fri 9am to 5:30pm
Status: Permanent
Salary: £35-42K per annum
Purpose of the role
Health & Care Management Ltd. (HCML) is a rehabilitation company that works to coordinate and accelerate the rehabilitation of injured individuals. HCML’s Clinical and Support Services work within a comprehensive Clinical Governance framework, overseen by HCML’s Director of Clinical Governance, to ensure that we are providing market leading excellence in clinical case management services to our patients/clients and customers. HCML now has a centralised clinical governance function, of which this role forms a key part.
Our Personal Injury case managers coordinate the rehabilitation of individuals who may have severe injuries such as spinal cord or acquired brain injuries; our Insured Health team assesses private medical insurance claimants and routes them into appropriate treatment pathways to help accelerate their recovery, and our Corporate Health team works with employees to help rehabilitate and return injured employees to work. Our customers are insurers, solicitors and employers, and we deliver clinically and administratively excellent services.
The Clinical & Quality Analyst (C&QA) will be responsible for auditing cases which include assessment reports, phone calls, case files and more, with the aim of directly supporting and supervising clinical staff to deliver an excellent and safe clinical administrative service. This will ensure all required standards are met and data outcomes are completed promptly and accurately. The C&QA will work closely with the C&QA Manager, Director of Clinical Governance, Chief of Staff and other business areas to identify opportunities for process and system improvements that will help to optimise service delivery and/or improve clinical outcomes and documented processes.
Key responsibilities
Clinical auditing
- Reviewing and auditing cases, documentation, phone calls and other areas of staff work. Reviewing clinical decisions, to ensure that rehabilitation clients are being appropriately supported in their recovery.
Quality & process auditing
- Reviewing and auditing cases to ensure that all system users are adhering to correct policies and procedures in relation to timeliness and order of actions, note keeping, data capture and accuracy, documentation filing etc.
- Ensuring that all required outputs (e.g. data, correspondence etc.) are accurate and timely so that HCML complies with our customers’ minimum requirements.
- Supporting line managers to manage the performance of their teams against external and internal KPIs and advocating the expectations of a high-performance culture across HCML.
Supplier auditing
- Auditing supplier reports, documentation and any other correspondence and information about the service that the clinical suppliers are delivering to review their clinical decision making.
- Supporting HCML’s Supplier Manager to ensure high performance delivery against KPIs by our customers.
Supervision, support, advice & training
- Offering active and passive support and advice to HCML staff on clinical questions, and in relation to the audit findings Examples include, real-time clinical support, 1-2-1 feedback sessions with individual staff, briefing out audit findings in team huddles, or setting up CPD sessions as part of HCML’s academy to educate HCML staff as to common issues and remedial actions.
Root Cause Analysis
- Identifying the root causes behind non-compliance and working with the wider performance, operations, and support teams to eliminate these root causes and improve compliance and performance across the business.
- Work closely with the Customer Experience team to support, review and investigate items of clinical feedback.
Report writing & action implementation
- Supporting the C&QA Manager to write informative reporting for the Operating Board and the company Board to show the level of non-compliance across the business and setting out remedial action plans to improve quality and performance
- Supporting the C&QA Manager and relevant line managers to implement and complete remedial actions plans.
Identifying opportunities for change
- Working with HCML’s C&QA Manager and other business areas to use audit outcomes to identify efficiency gains and system and process improvements, to create the most efficient ways of working, improving capacity to focus on accelerating the recovery of the rehabilitation clients in our care.
HCML Policy integrity
- Work with owners of HCML policies (e.g. the incident management policy, clinical governance policy, health & safety etc.) to ensure that those policies are up to date and accessible to all staff on the quality management system (QMS) and that all staff and contractors receive training on the policies relevant to them.
HCML Citizen
- Undertake any other duties required, commensurate with the grade and level of authority of the post.
- Proactively identify, share and implement ways to continuously improve HCML as a business and employer.
- Demonstrate and champion behaviours and attitudes consistent with HCML values.
- Abide by the HCML policies and procedures in force and remain up to date with any changes that may apply.
Although staff across the business are managed and supported by their own line managers (many of whom will be clinicians themselves), the C&QA will be expected to be a sounding board for clinical and other discussions. This can occur in many different forms such as team huddles, one on one chats, case clinic meetings (where case managers discuss particularly tricky cases among themselves as peer support) or anything else. The C&QA will be expected to be able to support staff in finding answers to questions that they may have and knowing who in the business, among our multiple clinical experts, is the right person to approach for different areas of expertise.
Personal specification
Skills
Essential:
- Strong communication/interpersonal skills.
- Proven analytical background.
- Fundamental analytical and conceptual thinking skills.
- Competency in Microsoft applications including Word, Excel, and Outlook.
Experience, Qualifications and Training
Essential:
- You must be actively registered with the HCPC as a physiotherapist, occupational therapist, or with the NMC as a nurse. Or have equivalent clinical expertise.
- Competent in assessment and treatment of MSK conditions.
- Experience of supporting and helping others to find answers to clinical questions and of working with individuals and groups to help them succeed in their roles.
- Experience in a job that has involved handling of data.
- Experience of internal audit processes and procedures.
- Familiar with medical terminology.
Desirable:
- Experience of clinical audit.
- Experience of working with health professionals at all levels.
- Knowledge and experience of managing databases.
- Previous case management experience.
Attributes
Essential:
- Personable and approachable.
- Great customer service attitude.
- Comfortable working autonomously and able to learn independently.
- Excellent attention to detail.
- Coaching and mentoring skills.
- Excellent verbal and written English communication.
- A desire for continual improvement.
All successful candidates will be subject to DBS checks.
HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.