Centre for Health and Disability Assessments
Centre for Health and Disability Assessments (CHDA) delivers the Health Assessment Advisory Service on behalf of the Department for Work and Pensions (DWP). With over 150 Assessment Centres across the UK, our highly trained doctors, nurses and physiotherapists carry out high-quality, respectful and fair functional assessments to understand how an illness or disability affects peoples’ daily life so that they can get the support they need and move forward with their lives.
Mon – Fri 9-5pm
Pension and Benefits
To answer and respond to customer queries and requirements about the end to end assessment process, ensuring clear explanations and information is provided. The role is intended to reduce the number of formal complaints received by CHDA by resolving customer concerns and enquiries in a professional and courteous way.
• Complete customer call backs following requests from the Contract Centre
• Undertake relevant copying, scanning, filing and relevant administrative duties
• Arrange alternative format communications as requested
• Manage the secure link process between DWP and CHDA
• Obtain information on receipt of Subject Access Requests under data protection legislation.
• Handle telephone enquiries from the general public, agencies and health care professionals and provide appropriate advice.
• Analyse and record accurately new issues of enquiry and complaint on the designated databases and complaint management system.
• Conduct appropriate investigations and enquiries, liaising as appropriate with health care professionals, medical and administrative colleagues and medical colleagues; this includes effective communication by email, letter and telephone
• Ensure close case management to ensure all targets are met.
• Draft letters, including replies to complaints and enquiries to agreed quality standards
• Resolving each customer interaction where possible, ensuring an agreed outcome is recorded.
Written and oral communication and interpersonal skills needed to deal effectively with sometimes complex issues and concepts which require patience, understanding, tact and sensitivity, good drafting skills, keyboard skills. Ability to work under own initiative to meet deadlines and specified standards.
CHDA is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably. We understand that a diverse workforce adds to our competitive advantage; and as such, we aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. Where reasonable, CHDA will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.