Client Relations Medical Advisor

Description & Requirements

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year.

Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.

From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Role is necessary to carry out clinical reviews and provide case managers with advice in relation to complaints and enquiries in connection with PIP referrals.

Complaints and enquiries can come from customer, representatives (including welfare rights groups & MPS), as well as DWP.

Part of the role is also to provide outcomes and feedback on all complaints about healthcare professionals that is used as part of professional development and improvement in addition to being utilised to make overall business improvements.

Key Contacts & Relationships:

Internal:

Head of Customer Relations

Customer Director

Customer Relations Team

Head of PIP Ops & Head of PIP Clinical

CDMs & RSDMs

CSLs & SDMs

HPs

Head of External Communications & Policy

Customer Experience Manager

Clinical Excellence Team

External:

DWP Customers and their representatives (for serious complaints).

Accountability:

Provide clinical input to Case Officer investigations at stage 1 & stage 2- utilising all available evidence to determine whether the assessment and report has been completed in accordance with quality and professional standards.

This involves all levels of complaints including Ministerial and SLT cases - 75%

Assess a HP's complaint record in conjunction with the findings of the complaint investigation and advise the Case Officer of the appropriate outcome for the complaint.

- 5%

Communicate any deficiencies found to DWP.

- 5%

Provide feedback to HPs following a complaint investigation and highlight any concerns relating to the quality of any clinical outputs considered as part of the complaint investigation - 5%

Liaise with other CRHCPs, Head of Customer Relations, Clinical Excellence Team & operational colleagues to highlight complaint trends & facilitate improvements.

- 5%

Carry out investigations in relation to Serious Complaints in accordance with the Complaint Process and produce investigation report for review by Clinical Excellence Team.

- 5%

Ad Hoc tasks as required by Head of Customer Relations & Customer Director, including input to internal process reviews and high profile cases

Qualifications & Experience:

Essential - Fully trained and accredited in carrying out PIP PA4 assessments (including audit), with proven experience and consistent excellent quality.

Desirable:

Advice training

IR training

SREL training

PA3 approved.

Individual Competencies:

Able to work autonomously as well as part of a team and build positive working relationships with both clinical and administrative colleagues.

A...