Specialist Benefit Delivery Lead

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

As the responsible for the administrative functions of the Specialist Benefit element of the Health Assessment Advisory Service (HAAS) contract and will play a key role in engaging with the Head of Clinical Assurance and Improvement for Specialist Benefit & WCA Clinical Specialist Manager, to ensure delivery against contractual requirements. This will include managing all aspects of the lifecycle of a Specialist Benefit case, from registration through to closure and return to the Department for Work & Pensions (DWP (Department for Work and Pensions.

Reporting directly into the WCA Clinical Specialist Manager, you will work collaboratively with other leadership colleagues to ensure all relevant Target Performance Levels are being met and exceeded.

Your main responsibilities:

• Drive performance on non-clinical Specialist Benefit activities, including case registration, further medical evidence facilitation, and appointment scheduling.


• Upskill and train Case Administrators to deliver Specialist Benefit activities.


• Work with Clinical colleagues to facilitate audit of SB file work & consultations.


• Facilitate investigation in Specialist Benefit complaints, working with the Customer Excellence Team & others to ensure timely responses are delivered to Complainants.


• Work with the Transformation Team to streamline processes and innovate new ways of working.


• Contribute to positive relationships with the DWP Back Offices and centralised functions.


• Perform management checks of activities taken by Case Administrators to ensure appropriate actions are taken for each case, including clearing of system-generated management checks on SMART.


• Support the Training and Development function to ensure that training plans and training content for clinical & non-clinical colleagues have appropriate information for Specialist Benefit delivery.


• Lead and manage non-clinical professionals responsible for Specialist Benefit activities.
  
  Relevant experience in Specialist Benefits administration. Experience of IIB, RD, International Pensions & HMRC cases.


• Extensive experience of SMART for all aspects of case administration. Beneficial to also have experience of SIEBEL & other core IT systems used in the HAAS contract.


• Effective communication skills


• Experience of handling or driving process changes.


• Desirable to have experience leading a team.
  
  About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.


• Up to 6% contributory pension scheme


• Life insurance


• 25 days annual leave plus bank holidays. Options for annual leave purchase & carry over


• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.


• A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion.


• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.


• Interesting and enjoyable work.


• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.