Dispute Officer

Job overview

The Junior Dispute Resolution Manager is a key operational role within the SWL-wide All Age Continuing Healthcare service, with responsibility for delivering excellent day-to-day support in matters of dispute, complaints, Subject Access Requests and Freedom of Information applications. Working closely with the Responsible Commissioner Manager (title to be confirmed); Complaints Team, Information Governance Teams, and the Deputy Directors for CHC in SWL, the post holder is expected to ensure the team consistently delivers a range of administrative support tasks to a consistently high standard and within agreed service level agreements.

The role involves hybrid working, and the ICB expect staff to attend one of the SWL ICB offices at least twice a week. Offices are based in Croydon, Sutton, Wimbledon and Teddington. 

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Provide specialist administration support and advice to the teams and/or Sector by:
•Ensuring uninterrupted excellent service delivery, particularly in relation to the provision of a range administrative support functions
• Developing and being responsible for robust systems of operational performance monitoring, and responding in a timely way to variations in quality performance, including the pursuit of the highest standards of data quality.
• Contributing to the undertaking of service improvement programmes and the implementation of agreed outcomes and recommendations.
• Responding to ad hoc requests for information in a timely and accurate way
• Provide comprehensive dispute resolution service, including: reporting on activity, seeking and responding to stakeholder feedback, process management, training and supporting staff.
•Take an evidence based approach to workload planning and allocation ensuring appropriate cover where necessary, so as to provide uninterrupted service delivery

Working for our organisation

NHS South West London Integrated Care Board (ICB), as part of South West London Integrated Care System (ICS), is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our six boroughs: Croydon, Merton, Kingston, Richmond, Sutton and Wandsworth.

Each ICS consists of two statutory elements:
•    an Integrated Care Board, bringing the NHS together with its partners locally to improve health and care services
•    an Integrated Care Partnership (ICP): the broad alliance of organisations and representatives concerned with improving the care, health and wellbeing of the population, jointly convened by the ICB and local authorities in the area.

ICBs are statutory NHS bodies responsible for planning and allocating resources to meet the four core purposes of integrated care systems (ICSs):
•    to improve outcomes in population health and healthcare;
•    tackle inequalities in outcomes, experience and access;
•    enhance productivity and value for money and;
•    help the NHS support broader social and economic development.

NHS South West London Integrated Care Board decides how the South West London NHS budget is spent and develops plans to improve people's health, deliver higher quality care, and better value for money.