Care Broker Admin

Care Broker Band 3

Armagh

Temporary

The Role: You will assist in all aspects of work within the Care Bureau and will be responsible for the operation, maintenance, validation and updating of data on the IT Systems, co-ordinating packages of service provision and checking of invoices for payment.

Responsibilities

• Maintain and update data on the computerised system (eBrokerage), ensuring that all data is accurate, complete and up-to-date and liaising with Commissioner and Care Bureau Band 4 as required according to agreed protocols as required.
• Triage new cases from Encompass prior to sending onto Band 4's for processing to eBrokerage
• Prioritise referrals according to agreed protocols.
• Process referrals appropriately, including:
• contacting stipulated providers to confirm if a package can be provided;
• discussing and arranging changes/enhancements to an existing package, taking account of current service provision and service user wishes;
• requesting a new package, taking account of availability of in-house provision in the first instance.
• Source providers using standard documentation in accordance with agreed rota systems and service protocols, including adherence to standard response times.
• Put offers for clients received via Band 4 on Encompass.
• Confirm arrangements for service provision with the commissioner and provider using electronic system and by telephone.
• Escalate issues of concern (e.g. non-compliance by a provider) to Line Manager for monitoring and review.
• Escalate eBrokerage/Encompass system errors to line manager
• Responsible for the receipt, checking and verification of invoices against the Encompass System, in accordance with agreed protocols.
• Liaise with providers to resolve queries/discrepancies on invoices, including raising of credit notes and amend invoice prior to forwarding to BSO for payment.
• Produce regular and ad hoc reports from the Encompass system to provide a range of management information (including usage, expenditure, discrepancies), for use both within the Trust and externally.
• Maintain and update Outstanding Cases and send to Providers on a daily basis, escalation as per agreed protocol.

Hours of work: 37.5 hours per week, Monday- Friday, 9am- 5pm

Hourly Rate: £12.75 per hour

Essential Criteria:

• A minimum of 5 GCSEs at Grade A-C to include Mathematics and English

OR

NVQ Level 2 or GNVQ qualification plus 1 year's relevant experience*

OR

• 2 years' relevant work-based experience (relevant experience should be within a general Customer Service Environment or Procurement or Logistics environment. This setting should deal with customer order processing, customer call handling and using Microsoft office applications (e.g. Excel, Outlook, Word)
• Ability to meet high standards of quality and professionalism
• Ability to maintain and improve customer service.
• Ability to communicate effectively
• Ability to manage, analyse and evaluate information to ensure delivery of an effective and efficient service.
• Ability to operate PC software and business applications

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