Area Quality and Assurance Lead

Location: Homebased

Contract: 9 months secondment

Department: Back Office

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.

Key purpose

The Health Assessment Advisory Service (HAAS) run by Serco arranges and carries out assessments for DWP. The purpose of the assessment is to understand how an illness or disability affects a person’s daily life. After the assessment, DWP makes the decision as to whether the individual will receive any benefits.

The Area Quality Assurance Lead (AQAL) will be accountable for clinical quality assurance and quality control activities within a defined region or linked to a specific business area and be expected to define the clinical quality improvement requirements within that region, based on data analysis and engaging proactively and positively across the business.

Reason for the role

This essential role will partner with operations and the MI team to deliver both quality assurance and quality control initiatives across a defined area of the business. Whilst this role will not have any direct line management responsibilities, the role will have dotted line responsibilities for a group of Clinical Standards Leads (CSLs) – shaping their strategy and supporting their delivery – in close partnership with a regional operations manager.

The AQAL will also share responsibility for managing the independent audit (IA) sample with the wider group of AQALs. This will include reviewing any cases that do not meet the quality standard within their benefit stream and challenging or escalating any cases which Serco dispute. The AQAL will be responsible for disseminating learning from IA across their region of influence, in partnership with the Head of Clinical Assurance and Improvement, the clinical development team and the operational teams.

The AQAL, in partnership with the rest of their AQAL team, will also be responsible for delivering great audit training when business need arises. In carrying out these essential activities, the AQALs will be central to the delivery of a high-quality service, delivered whilst maximising all elements of contract delivery such as volume targets and customer service TPLs.

Structure and reporting relationship

This role does not directly line manage people. However, this role will have dotted line responsibility for a group of CSLs within a business region. This role reports directly to the benefit Head of Clinical Assurance and Improvement and works in partnership with a regional operations manager to support performance across a region.

Key Accountabilities

• Liaises closely with IA to understand quality standards required by DWP.
• Responsible for assuring adherence to Serco clinical quality assurance and clinical governance frameworks in a region.
• Responsible for delivering clinical quality assurance programme in their operational area.
• Supporting operations to define the quality control strategy for a region / benefit stream, to include our approach to clinical audit.
• Ensures HCPs and CSLs understand the quality standards expected.
• Performs clinical audit as required by the business.
• Assures the performance of CSLs by completing audit quality assurance (AQA), observed coaching sessions, mentoring, and coaching, plus other activities defined by the business.
• Collates trends locally and reports to clinical and operational benefit stream leaders and senior management team to drive continuous improvement in clinical standards.
• Participates in meetings with all business areas collaboratively to share knowledge and best practice and deliver improvements across Serco.
• Undertake assessments to maintain competency and also “as required” according to the needs of the business, globally.
• Able to deliver productivity and quality standards agreed between Serco and DWP and to respond positively to feedback.
• Flexible and adaptable.
• Able to understand, anticipate and meet immediate and medium-term customer and client needs.
• Able to collaborate effectively with others to drive a performance culture.
• Able to communicate effectively verbally and in writing, adapt communication to audience needs, and able to interact constructively with a range of audiences.
• Able to maintain a professional demeanour in stressful interactions.

Essential Technical And Professional Skills, Knowledge, And Qualifications

• Extensive experience managing and/or leading quality assurance / control / improvement initiatives in a clinical setting.
• Skills and experience defining quality improvement requirements within a team.
• Experience working collaboratively with operational and MI colleagues to define collective priorities within a performance improvement context.
• Skills in presenting to a group.
• Knowledge of audit mechanisms within HAAS.
• Experience contributing to the analysis of IA feedback – either by having experience managing the IA sample or initiating learning activities that flow from this analysis or both.
• “Approved” status in respective benefit stream.
• Registered health professional without sanction unless the sanction relates to a health condition.

Desirable Criteria

Quality-related qualification.

What We Offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days annual leave plus bank holidays. Options for annual leave purchase
• 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.

Our Inclusive Recruitment Commitment

We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.

Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact #haascareers