Technical and Procedural Officer

Detailed job description and main responsibilities

In this role, you are accountable for
1.    Maintains surveys and assists with special exercises. Acts as a subject matter expert for NHSBSA projects.
2.    Providing accurate statistical data for Management Information (MI), DHSC reports and all ad hoc requests and queries from internal and external departments and stakeholders. Extracts and collates information from a variety of systems and sources.
3.    Responsible for the research, analysis and interpretation and update of policy information regarding any benefit, scheme, funding or charging arrangements. Supports Citizen Services with any changes in legislation by assisting service leads to assess how new or amended policies may impact service delivery.
4.    Investigate and respond to technical queries across Citizen Services. When required seeks guidance and confirmation from Department of Health and Social Care policy colleagues.
5.    Contact for Pharmacies in relation to PPC web applications. Maintain internal pharmacy register and setup access to NHSBSA web portal. Handles account queries and refers any escalated payment complaints to Contractor Payments when necessary.
6.    Communicate policy and procedural changes across the service area, providing instruction and delivering briefing sessions for managers and operations staff where necessary.
7.    Maintain a catalogue of Citizen Services documentation, review and validate Citizen Services knowledge base articles, prepares and publishes presentation slides for the display screens for Patient Services staff.
8.    Acting as a central point for liaison regarding minor and major system failures and downtime, and reports on system availability to all users.
9.    Required to produce correspondence for external organisations and public, including highly sensitive data such as England Infected Blood Support Scheme, ensuring data protection policies are adhered to. Creates and amends templates and letters by using visual basic for applications.
10.    Works collaboratively with the NHSBSA communications team to create and maintain accurate content for the intranet and the departments’ public facing internet. Compiles articles to create and distribute department monthly and ad hoc newsletters.
11.    Provides accurate data to update the Government Digital Services (GDS) web pages once approved by service leads and review the content of web pages before publication. Responds to requests from independent/third party organisations to review content of websites and publications.
12.    Review accuracy of content for print material prior to publication by the contract management team. Content to be approved by service lead or DHSC.
13.    Compile and validate purchase orders, Royal Mail invoices and verify card supplier costs to ensure accuracy prior to authorisation from service leads. Collate information on anomalies and report any incorrect charges to suppliers and NHSBSA contract management.
14.    Responsibilities for the user administration of Citizen Services IT systems and the reassignment and deletion of Low income scheme cases. Audit and maintain user accounts and access permissions to internal systems.
15.    Create and maintain user acceptance test documentation, assists with defining system requirements and undertakes all necessary user 
acceptance system testing across the services. Liaises with Operational service and IT leads regarding future development of PS systems.
16.    Act on referrals of suspected fraud and make relevant enquiries with customers and outside bodies. Escalate cases to both Operational management and NHSBSA Counter Fraud Specialists for further investigation.
17.    Working in collaboration with NHSBSA Information Governance, service leads and contract management and external organisations to 
create and maintain various documentation including Memorandum of Understanding (MOU’s), Service Level Agreement’s (SLA’s), Data 
Sharing Agreements, Privacy Impact Assessments and Privacy Screening documentation.
18.    Working with NHSBSA Counter Fraud and Operational leads to create and maintain strategies for Fraud, Error and Debt (FrED) 
management, for Citizen Services as well as other areas.
19.    Collate information from service leads to document and maintain Citizen Services Business Continuity Plans and Disaster Recovery Action Cards.
20.    Working with service leads to create and maintain the NHSBSA phishing and scamming strategy for Citizen Services this includes monitoring unofficial EHIC websites to minimise reputational damage to the NHSBSA. Reporting cases of misleading sites to relevant bodies, analysing data to create detailed reports to share with DHSC and GDS.
21.    Work collaboratively across Citizen Services to prepare the necessary information for Parliamentary Questions, Freedom of Information requests and Subject Access Requests