Service Compliance Assistant

FCMS; Lancashire; On-site; GBP 40,000 - 60,000; Full time

Job summary

A health and wellbeing services provider in the UK is looking for an Inclusion Health Service Compliance Assistant. This role involves managing patient feedback, ensuring compliance with NHS standards, and handling complaints. The ideal candidate should have experience dealing with complex needs and excellent communication skills. You'll also assist with compliance-related administrative tasks and work collaboratively within a team. This position offers an hourly pay of £13.51 and requires adaptability and resilience considering the challenging nature of the service.

Benefits

NHS Pension

Cycle to Work Scheme

Attendance Bonus

Free Tea & Coffee

Eye Care Contributions

Qualifications

• Experience in customer service or a complaints-handling role is highly valued.
• Good level of literacy is required.
• IT literate with a knowledge of relevant software.

Responsibilities

• Manage patient feedback and complaints in line with NHS standards.
• Record Subject Access Requests and complaints accurately.
• Assist the management team in compliance-related tasks.

Skills

Experience with customers and patients with complex needs

Excellent interpersonal skills

Non-judgemental attitude

Ability to remain calm under pressure

Education

GCSE/O Level English and Maths

NVQ in business administration or equivalent

Tools

EMIS IT system

Microsoft Office

Job description

Post: InclusionHealth Service Compliance Assistant

Pay: £13.51 per hour

Hours: 37 hours per week to include an 18:30 finish

Compass Medical Practice is open from 08.00 18.30 Monday to Friday(excluding Bank Holidays)

Accountable to: Practice Manager / DeputyHead of Inclusion Health

Base:Newfield House

Compass MedicalPractice is a Special Allocation Scheme GP Practice for patients who have beenremoved from a mainstream GP Practice. Many of the patients at Compass MedicalPractice live complex lives and often struggle to communicate their needs in acalm manner. Training is provided to manage these complex needs in a safe andeffective way however it is vital that the successful candidate has anunderstanding that this service can be challenging. A resilient demeanour and anon-judgemental attitude are essential for this role.

Main duties of the job

The post holderwill work with the management team, clinical and operational, to supportcompliance with CQC, internal Policies and Procedures and any related KeyPerformance Indicators.

This is akey role focused on ensuring that all patient feedback and complaints aremanaged in line with NHS standards, statutory requirements, and our practicescommitment to delivering high-quality patient care.

About us

The ethos of FCMS as a social enterprise, health andwellbeing services provider is to be passionate in its drive to ensure thatpatients and callers remain the central focus of all that it does. Coupled withexcellent and well-established clinical governance systems and extremelyeffective operational expertise, it has meant that the company has the abilityto strategically visualise, develop, and implement award winning services.

Over many years we have invested in our staff so that we havea core team of highly trained individuals who can manage the needs of ourpatients and callers. Our staff are able to significantly improve the servicedelivery and user experience due to their considerable experience andcommitment to what they do.

Come and be a part of our amazing team!

We offer NHS Pension

Cycle to Work Scheme

Attendance Bonus

Free Tea & Coffee

Eye Care Contributions

Job responsibilities

Day to Day Dutiesto include, but not exhausted:

Recording SubjectAccess Requests on the relevant systems, writing and sending acknowledgementletters, printing any related paperwork, redacting documents and downloadingtelephone calls, highlighting any concerns, ensuring the SAR is presented atthe fortnightly Compliance Meeting and undertaking any designated actions fromthe meeting e.g. sending the SAR and completing the Pro Forma.

Recording anycomplaints on the relevant systems e.g. Ulysses, writing and sendingacknowledgement letters, collating any data relevant to the complaint, ensuringthe complaint is presented at the fortnightly Compliance Meeting andundertaking any designated actions from the meeting e.g. arranging a call withthe patient to gather further information, completing timelines to assistinvestigations. Complaints can be received from a range of sources includingpatients, carers, CQC, ICB, NHS England, Ombudsman.

Keeping accuraterecords of all complaints and SARS

Ensure all complaints are handled within the specifiedtimeframe, including acknowledging complaints within 3 working days

Working with the management team the compliance assistantwill draft detailed responses to complainants, ensuring all their points raisedare addressed, including apologies where appropriate, and detailing actionstaken or planned to address the issues.

On occasion, thepost holder will attend Clinical Governance meetings and prepare informationfor these meetings under the guidance of the Inclusion Health management team.

Collating data fromthe Inclusion Health services around wider compliance e.g. Infection control andHealth & Safety audits and ensuring these are recorded accurately by therelevant parties and stored safely.

Ensuring the GPinformation folder is up to date with any relevant Alerts, Drug Notificationsetc. as instructed by the Clinical Manager.

Assisting the adminand reception team as requested by the Practice Manager / Deputy Head ofComplex Lives e.g. specific admin tasks, call handing.

Provide support tothe management team in relation to service compliance.

Support theSafeguarding Lead with administration duties and meeting attendance whenrequired e.g. including MAPPA, MARRAM, MARAC, CPC, safeguarding huddles and workingin conjunction with colleagues, patients and internal and externalstakeholders.

Taking minutes,notes and recording actions and sharing these with the relevant individual.

Coordinate theinternal MDT and taking concise minutes and actions from this meeting.

Assist in thegathering of data for audits and data returns e.g. KB1OE

Build strongrelationships with internal and external stakeholders

Suggest changes to improve the business unit protocols.

Use theCompass Medical Practice IT / data systems record and to collate relevantinformation.

Recordinformation on IT systems including EMIS and Ulysses, spreadsheets and paperrecords.

Undertake a wide range of admin duties including printing, photocopying, scanning,processing information and requests.

Inputtingdata onto the computer systems.

Maintaina clean and confidential workplace.

Adhereto policies and procedures of the company and keep up to date with any changes.

Completemandatory training.

Attendthe daily huddle (when on duty).

Inductand train new staff regarding the Standard Operating Procedures relevant totheir role e.g. highlighting complaints, using relevant templates and huddlesfor communication.

CompassMedical Practice is a small team, and the successful candidate may be requiredto undertake other duties to support the team, as directed by the PracticeManager.

The post holder will

Adhere to policies and procedures of thecompany and keep up to date with procedures and changes within the role.

Effectively communicate with clinicians andadministrative staff, thereby ensuring the effective delivery of the service.

Recognise the importance, be enthusiastic andvalue what patient feedback brings to the organisation and use this to boostteam morale and patient and stakeholder engagement.

To maintain anunderstanding of the work of FCMS and actively contribute your ideas for theimprovement of service provision.

To closely monitor and continually seekimprovement to all areas of customer satisfaction to ensure the highestattainable standards are always met.

Our key expectations are:

Self-awarenessLiving authentically

Adaptability-Being ready to adjust depending on the situation

OpennessWhat you see is what you get

Positivitywith a real sense of being able to strive for the impossible

Generosityof spirit- Everyday should be an opportunity to act with kindness

Abilityto have fun Taking the role seriously, whilst being yourself

Our Why:To nurture an environment of inspiration, innovation and disruptionso this people in our world receive exceptional healthcare for this generation,and the next.

Values:Our organisational culture is very importantto us, so it is vital that the successful candidate

livesand breathes

complimentaryvalues and behaviours. Our behaviours should be in line with our values whichform part of our Company DNA:

Fun: People rarely succeed unless they are having fun.Happiness is healthy!

Awesome: We arenthere to be average, were here to be awesome!

Humble: Werehere to make a difference to the lives of others, NOT to see how important wecan become

Brave: Wechallenge the norm. We have the courage to get the difficult jobs done

Oompf: We havenatural oompf! Its infectious!

Go-getting: We areintuitive to changing needs and respond quickly which we do with energy, ideas,and positivity

Come and be a part of our amazing team!

Cycleto Work Scheme

FreeTea & Coffee

EyeCare Contributions

DisabilityConfident Employer

As users of the disabilityconfident scheme, we guarantee to interview all disabled applicants who meetthe minimum criteria for the vacancy

DBS - Thispost is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975and as such it will be necessary for a submission for Disclosure to be made tothe Disclosure and Barring Service (formerly known as CRB) to check for anyprevious criminal convictions. This will require three forms of valid ID to beproduced and verified. The onboarding process is also subject to anOccupational Health check, suitable professional references and eligibility towork in the UK (with the requirement to provide relevant documentation asevidence).

Person Specification

Experience

• Experience of working with customers and / or patients who have complex needs and people who experience multiple disadvantage.
• Experience of working as an administrator in a health care or legal setting.
• Experience in administration, customer service, or a previous complaints-handling role is highly valued.
• Working knowledge of EMIS IT system.
• Experience of working with people with behavioural challenges.

Skills, Knowledge and Competencies

• Works collaboratively with colleagues to achieve shared goals and deliver high-quality outcomes.
• Demonstrates a cooperative and supportive approach within a team environment.
• Able to build positive working relationships and contribute to a cohesive team culture.
• Communicates effectively and respectfully with team members to ensure smooth collaboration.
• Proactive in helping and sharing knowledge to support team success.
• Values diversity of thought and works inclusively within a multidisciplinary team.
• Shows flexibility and willingness to adapt to team needs and changing priorities.
• Excellent interpersonal skills including verbal and written communication
• Non-judgemental attitude
• Excellent organisational skills
• Ability to think laterally, seeking opportunities for improvement
• Competent, reliable and conscientious person who can work on their own initiative and observe confidentiality
• Flexibility of working hours to support annual leave, sickness and the needs of the business
• Able to exercise initiative and be organised and able to prioritise information and tasks.

Personal Qualities

• Ability to remain calm and professional when dealing with challenging or distressing situations.
• Demonstrates emotional resilience and the capacity to work effectively under pressure.
• Able to manage exposure to sensitive or traumatic information while maintaining personal wellbeing and professional standards.
• Adaptable and able to cope with changing priorities and demanding circumstances.
• Maintains focus and performance in high-pressure or emotionally challenging environments.

Qualifications

• A good level of literacy is required for this position.
• IT literate.
• GCSE/O Level English and Maths
• EDCL or equivalent
• NVQ in business administration or equivalent

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.