Medical Claims Officer jobs

Are you an experienced and compassionate leader with a passion for patient advocacy and service improvement? We are seeking dynamic Complaints Investigators to join our wider Patient Experience and Insight team to lead and manage responding to formal complaints received into the organisation. The post holder will be supported as a senior leader in the Patient Experience, Advice and Support Services (PE-ASS) and their expertise will ensure the voice of our service users is at the heart of positive change and service transformation within the Trust.

The post holder will work collaboratively with the Divisions to ensure compassionate and transparent complaint investigations are completed, identifying learning at all opportunities. The post holder will assure compliance with the national requirements and standards for complaints set by the Care Quality Commission, NHSLA and other regulators. Therefore, acting as an expert resource, the post holder will provide senior leadership for Complaint investigation and reporting across the organisation.

Lead a portfolio of allocated formal complaint investigations from initial review to completed draft response, agreeing scope, outcomes sought, communication arrangements, evidence requirements and realistic milestones.

Establish what happened and what should have happened by obtaining, organising and critically appraising relevant records, statements, policies, correspondence and specialist advice.

Maintain compassionate, transparent and timely communication with complainants and representatives, providing progress updates, managing expectations and arranging reasonable adjustments.

Analyse complex evidence, reconcile inconsistencies and formulate balanced findings and recommendations, seeking independent clinical or professional advice where required.

Identify safety, safeguarding, legal, conduct, information-governance or reputational concerns and escalate promptly through the appropriate pathway without duplicating parallel investigations.

Develop proportionate action plans for upheld and partially upheld complaints, agreeing ownership and timescales with Divisional teams and ensuring learning is recorded and shared.

Maintain complete, contemporaneous and auditable electronic case records; monitor deadlines, escalate barriers and provide accurate workload, timeliness, quality and outcome information.

Closing date of applications: 25 November 2026

Interview date: 09 December 2026

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

In return we will offer:
Development opportunities, both professional and leadership development
On-going support from recruitment to when you join our team and beyond.
Staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes

Key Facts:
We see on average 4810 OP appointments a day.
We are the 4 th busiest Trauma & Orthopaedic outpatients department in England – an average of 2077 per week.
An average of 1115 patients are seen in A&Es across our network every day – 3rd largest in the country.
Our hospitals admit an average of 195 emergency patients daily.
Last year we undertook almost 33,700 planned surgical operations in our 57 operating theatres.
We are one of only 7 Trusts nationally with more than 50 operating theatres.
We carry out more than 140 elective procedures each working day.
UHDB is a research active University Hospital with a large and varied portfolio of clinical trials and research opportunities for all staff.

Please see attached Job description and Person Specification. To apply please click APPLY FOR THIS JOB – this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account.

UHDB is committed to fair and transparent recruitment. We welcome authentic applications that reflect your own skills, experience and motivations for the role. While we understand that candidates may use AI tools for grammar, formatting or accessibility purposes, applications that appear to be substantially AI‑generated may be subject to additional review. If this applies to your submission, we will let you know and may ask for clarification. Please ensure your application accurately represents your experience and is written in your own words.

Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click on the link to check your eligibility before applying for this post as we may be unable to provide sponsorship Skilled worker: Health and Care Visa | NHS Employers

Important visa information: Due to UK Home Office immigration rule changes effective from 22 July 2025, applicants sponsored under Occupation Code 6131 (Nursing Auxiliaries and Assistants) may not be eligible to bring dependants under the Skilled Worker route if their Certificate of Sponsorship is issued on or after this date. Applicants are responsible for understanding how these rules apply to their individual circumstances. The Trust cannot provide immigration advice. Further information is available on the Skilled Worker visa: Your partner and children - GOV.UK

Your application (for shortlisting purposes) is assessed based on the Person Specification in the job advert (below).

If you are considering applying for an internal secondment, please ensure you have discussed this with your line manager and obtained their support prior to submitting your application.

Please be aware that there is no guarantee that you will be released from your substantive post, so you should seek approval before applying as you are applying or a Secondment .

If you have any questions or require further guidance, please contact the Recruitment Team.