Payment Services Caseworker

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1. Establishing and maintaining a collaborative and trust based customer relationship with all clients and stakeholders, including NHS England Area Teams/Welsh Local Health Boards, Shared Services, Corporate Accountants, Providers, Performers, Practice Staff and all other external third parties.

2. Working as part of a team with internal and external colleagues to discuss, investigate and maintain progress resolving highly emotive, sensitive, confidential debt cases and repayment solutions within tight timescales.

3. Maintaining accurate financial records on Integra and processing payments on Compass in accordance with NHSBSA guidelines and for audit purposes.

4. Initiating and managing difficult communications via telephone, email and letter with dental providers, Commissioners, Corporate Body Accountants and authorised Practice Staff to discuss highly complex financial pay statement queries/debt positions. The breakdown of the pay statements includes many payments and deductions, for example monthly pay and deductions for superannuation contribution percentages which need detailed explanations. Providing clear and concise responses in a timely manner even where there may be barriers to understanding, in accordance with all Information Governance procedures. This includes making decisions in determining which parties the information in question should be shared with.

5. Identifying, providing, advising, negotiating and implementing financial repayment plans with external customers often in high pressure situations where there may be highly sensitive, contentious and conflicting information, by using empathy, reassurance and persuasive skills, as co-operation and agreement is required to minimise the risk to public funds.

6. Receiving and responding to complex dental enquiries from Area Teams/Local Health Boards, external and internal customers and collating and interpreting specialist information obtained from NHS regulations, guidance and stakeholders, to provide easy to understand outcomes.

7. Working as a team member and covering colleague’s work in their absence to achieve productivity to investigate and resolve referrals escalated from the Newcastle Contact Centre which require additional acquired knowledge and technical expertise for resolution. Providing assistance and feedback to the Contact Centre Sherlock Team as part of the business process to increase their knowledge base. Working in partnership with colleagues, departments and all levels throughout the NHSBSA together with external customers to maximise the sharing of knowledge, processes and skills to continually improve service delivery and customer experience, whilst adhering to all internal quality measures.

8. Consistently carrying out a range of duties in accordance with Information Governance frameworks, which requires expertise in procedures and policies, ensuring that accurate and timely records of the activity are maintained.

9. Effectively managing and using finance systems, data bases and spreadsheets with advanced keyboard skills and extensive knowledge of MS Excel and MS Word, to create accurate calculations and reports to resolve financial queries within extremely tight deadlines.

10. Assisting management with any issues or customer complaints by searching, retrieving and collating data from multiple IT systems using business expertise.

11. Identifying, reviewing and analysing income into various bank accounts and using acquired financial knowledge for entry into accounting systems.

12. Using significant knowledge and experience of both legacy and new finance systems to problem solve and provide data on historical cases where workarounds on current systems are necessary. These queries can be highly complex and involve comparing financial calculations and reporting outcomes.

13. Analysing payments and debt in distinct areas of England and Wales by interpreting highly complex facts and being responsible for regularly reporting debt figures to Area Teams/Local Health Boards, suggesting options to expedite recovery of public funds.

14. Alerting Commissioners and NHSBSA Management to the potential risk of incorrect high payments to contract providers which require immediate action/resolution. This is achieved by advising and implementing solutions following comparison and interpretation of a range of options, during the monthly payment schedule processing in order to meet strict deadlines.

15. Importing, through the financial interface system, patient refund payment files and manually entering Becs Debt Recovery refunds. Reviewing and analysing financial data to ensure payments are accurate before running and producing payable orders and bacs files. (Approximately £120k per month).

16. Carrying out complex account reconciliations to ensure effective financial processes are in place and the quality of data information held is accurately maintained. Analysing and reconciling control accounts in both Integra and Compass, investigating and resolving any outstanding queries and using acquired knowledge of the individual control account, search, retrieve, process and collate data to highlight any discrepancies.

17. Collating, analysing and interpreting, using significant knowledge of the banking and accounting cash flow, to produce the monthly financial cash forecast for GDS England, distributing to the NHSBSA Chief Accountant and Financial Accountant. (Approximately £210M per month.)

18. Collating, analysing and interpreting daily cash flow trends in order to accurately calculate and arrange for the return of funds for England on a monthly basis, (Approximately £38M per month). This requires expert knowledge of all income and expenditure to ensure that there are sufficient funds in the GDS England bank account.

19. Analysing and compiling a daily manual spreadsheet report from the Compass system during the schedule processing of draft payments, to highlight any potential anomalies in the monthly payment schedule. Taking appropriate investigative steps to prevent incorrect payments being generated by escalating any potential system defect or user error issues to finance management and/or Area Team Commissioners/Local Health Boards, thus avoiding the risk of any potential incorrect payment of public funds, safeguarding public expenditure.

20. Undertaking daily debt reviews following the schedule processing each month to ensure that any outstanding debt will be reduced via automatic system recoveries or accurate manual recoveries when necessary. This is achieved by extensive data searches on the information systems, applying manual calculations and adjustments with high accuracy, taking corrective action as appropriate within strict timescales. Payment Services Caseworkers have significant responsibility to ensure that the level of NHS dental contract debt is kept to a minimum and to inform management of any unusual trends. Also, creating and developing a planned structure incorporating all associated linked dental contracts where the balancing of manual recoveries of debt is essential.

21. Responsibility to collate, analyse and interpret highly complex financial data to reduce or resolve any outstanding debt/overpayment and to assist in the recovery of the debt/overpayments, striving for continuous business improvements through collaboration with colleagues and negotiation with customers whilst adhering to set quality processes.

22. Planning, organising and managing own workload on a daily basis to ensure that key financial processes, targets and deadlines are met for the business. This includes autonomy in making judgements and decisions and being responsible for those decisions.

23. Assessing and analysing contract payments to ensure that providers have sufficient funds to run the practice when discussing debt repayment plans, suggesting and advising on contingency plans so that practices can continue to operate and to alleviate interim financial hardship.

24. Contributing to the on-going review and development of the Payment Services operation by actively participating in project work entering and authorising test script data as part of continuing system development to drive the business forward.

25. Working across business directorates providing knowledge and expertise to assist with pilot schemes.

26. Preparing and updating procedures and work instructions as required, to incorporate changes as part of the on-going system development which is subject to regular review. Participating in testing system patches to ensure there is no regression.

27. Working for extended periods of time on a single task, maintaining intense concentration and focus despite interruptions. The job requires the continuous daily use of Visual Display Units due to the retrieving, analysing and interpreting data from multiple IT systems to achieve resolution of the highly complex queries.

28. Performing other duties as requested by the Team Manager and Operational Management Team, including adapting working hours to cover for telephone rota.

29. Providing sufficient levels of cover in the absence of colleagues to meet the needs of business and customer, exercising judgement and initiative based on acquired knowledge and experience.

30. Taking responsibility for health and safety in the workplace, identifying and escalating any risks immediately and completing all mandatory training within NHSBSA deadlines.

31. Acting as Systems Administrator for Employing Authority code 2523. This involves adding staff to NHS Pensions on Line, re setting passwords, being a main contact for NHS Pensions and conducting yearly audit on users for compliance purposes.

32. Running reports from Compass and Integra, to enter payment details to NHS Pensions on line (RFT1 on line payment forms)

33. Participating in the research for the improvement and continued maintenance of Compass (The Contract Management, Payment & Superannuation System) by identifying process improvements, creating test scripts together with user acceptance testing changes before implementation.

34. Managing all retirements (ill health, voluntary and age requests). Requests for opting out the scheme and processing refunds as applicable. Managing death in service pensions, implementing additional voluntary contributions, facilitating additional pension contributions and practitioners re-joining the pension scheme. Providing up to date earnings information for divorce proceedings regarding pension and facilitating the annual declarations for each dental contract provider.

35. Reviewing and analysing complex financial information from Compass and Integra to ensure the data held in accurate before running the monthly dental provider and third party pay runs (approximately £175m per month). Identifying and investigating any discrepancies using expertise and knowledge of the payment process.