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Job purpose:

The post holder will be required to complete all functions involved in the initial preparation and scanning of documents.

In this role, you are accountable for

1. Participate in the receipt of documents, assigning work to the correct work streams, analysing for discrepancies or issues that may then require direct contact with the customer/supplier, ensuring deadlines are met for payment schedules or other processes.

2. Prepare documents to an adequate standard for scanning, making all relevant checks and taking appropriate corrective action where discrepancies are found.

3. Scan a range of documents across a variety of different services and workstreams as workloads dictate, adhering to the specific policies and procedures for those services to ensure documents are processed correctly.

4. Prepare documents to the necessary standards and complete all necessary documentation for return to customer/stakeholders. Ensure appropriate methods are used, with all policies and procedures associated adhered to.

5. Phone contact and email support required with stakeholders, internal and external customers, and clients. These may include, but not be limited to, submission discrepancies, tolerance checks (5% calls), EPS feedback etc. Face to face and virtual meetings may be required.

6. Ability to comprehend and interpret policies and procedures across a range of work areas. Make decisions in line with current NHSBSA, DH&SC, PHE policies and appropriate processing rules.

7. Working on relevant computer system applications, accurately inputting, updating, and amending information, including where appropriate customer details, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully.

8. Using knowledge and guidance make appropriate decisions in line with current policies and regulations.

9. Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution.

10. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, ISO Accreditation etc.

11. Working collaboratively to identify improvement across a range of business functions

12. Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction.

13. Manages own workload and operates all services in line with Service Level Agreements, internal agreements and policies, technical instructions, and procedures and within agreed time scales.

14. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA

15. Identify and communicate any non-routine technical or system issues to appropriate people

16. Where required, may be requested to train, coach and mentor new or established staff to the duties of the role.

17. Where required, process quality standard sampling checks and provide feedback to managers and colleagues.

18. Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development

19. Demonstrate an appreciation of Quality by complying with all Quality Systems, identifying, and recommending opportunities to improve working practices.

20. Responsible for the security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations