Detailed job description and main responsibilities

Respond efficiently to a demanding role with constant pressure to make telephone calls whilst maintaining accuracy and the ability to follow up on all queries in a timely manner.

Maintain high standards of information governance and ensure patient and practice data is processed in the strictest confidence according to ICB procedures.

Record and communicate relevant information to patients, practices, partner agencies and supervisors, referring to others as appropriate.

Liaise closely with GP practices to resolve queries which may arise.

Accurately record and input call information into Microsoft Excel spreadsheets, or systems, and follow Protect NoW Call Handling Protocols

Ensure that all complaints, comments and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating to the line manager where appropriate.

Escalate safeguarding concerns, as appropriate, in accordance with Protect NoW policies

Contribute to the development of the Protect NoW Programme as a member of the Protect NoW Team

Have a flexible/adaptable approach to work in order to meet various deadlines.

To carry out other appropriate delegated duties as required.

To use a Computer to support work undertaken as part of this job description. It is anticipated that the role will be primarily completed virtually, working at home.

To undertake administrative duties/responsibilities in order to ensure the integrity of procedures and system safety as required.

To employ excellent and timely written, verbal and IT skills to communicate with colleagues, patients and other providers.

To work with other members of the ICB team to ensure delivery of satisfactory performance, governance and management of risk relative to the role.

To promote and develop constructive working relationships with external organisations (including the Commissioning Support Unit, transactional HR provider and other ICB) to ensure that the ICB is discharging its obligations effectively and that any opportunities for more efficient working alongside other ICB or the CSU are identified.

To ensure compliance with safe systems of work and that all necessary health and safety requirements are met.

The ICB aspires to be a flexible, productive organisation which positively changes the way care is commissioned and delivered. It will be management resource light, buying in some important management services and so all staff will be required to carry out a range of activities not explicitly defined in their job description (but within their competence). Activities will also be performed by teams coming together for specific projects and all staff will be supportive of other staff, irrespective of which part of the organisation they come from. The post holder may be required to cover for/support other activities within their level of competence and responsibility.

To participate in relevant staff training (including compliance with mandatory training requirements).

To conduct oneself in a manner consistent with the ICB'svision and values and approach to patient and public engagement within Norfolk & Waveney.

To ensure patient/staff confidentiality and information governance standards are maintained and respected at all times

The post holder will be required to work with their line manager and other members of the wider ICB team and Board to ensure that Norfolk and Waveney ICB succeeds with its strategic objectives, and delivers the shared vision of the aims, values and cultures of the organisation.

All employees are required to observe the strictest confidence regarding any patient/client/practice information they may have access to, or accidentally gain knowledge of, in the course of their duties.

All employees are required to observe the strictest confidence regarding any information relating to the work of the ICB and its employees.

You are required not to disclose any confidential information either during or after your employment with the ICB, other than in accordance with the relevant professional codes.

Failure to comply with these regulations whilst in the employment by the ICB could result in action being taken under the ICB Disciplinary Policy