Provider Compliance and Support Officer

evolutio Care Innovations Ltd
Reading, UK
09 Oct 2019
21 Oct 2019
Contract Type
Full Time
Evolutio Care Innovations Ltd was formed in 2013 by a group of professionals dedicated to improving the standards of eye care received by the public, through training and developing a mixed skill workforce, empowered with bespoke technology into a truly integrated delivery network. Evolutio now provides a mix of ophthalmology transformation and innovation delivery services to an ever-growing number of NHS Clinical Commissioning Groups (CCGs), and other care provider businesses.

Over the last 5 years Evolutio have established a network of eye care professionals across 200+ sub-contracting businesses, delivering medical eye care on behalf of the NHS. Evolutio provide a highly efficient dispersed care model, through the development of our proprietary medical IT platform, and telemedicine.

As the network has grown and the level of care become more complex, it has become apparent that there is a requirement for a role to manage the compliance and support of each provider on a daily basis, out in the service localities.

The new role, 'Provider Compliance and Support Officer', will work closely with the 'Internal Operations & Service Quality Co-Ordinator', the 'Clinic Management & Services Lead' and the 'Professional Services Optometrist, Optometry Education and Compliance Lead' to help ensure that the services we deliver are at the level of quality expected whilst meeting our contractual KPIs.

The role will require a self-starter with an ability to think on their feet, ability to sell the brand, and to understand the political landscape.

e role will involve:
  • Receiving newly contracted providers from the Ops team who have been through initial clinical training and certification, who now require a face-to-face session to cover any operational training, software training, and outstanding issues identified during on-boarding.
  • Becoming an expert user of our IT platform, and sharing best practice with the providers, as well as trouble shooting user issues, and feeding back into the software development teams and requested product enhancements.
  • Liaising daily with the Internal Operations & Service Quality Co-Ordinator and the Patient Services Team, identifying providers that are underperforming / not meeting SLAs and developing remedial proposals on how to improve performance.
  • Picking up affiliate queries that can't be answered by first line of support (Patient Services / Ops Team) and require a more in-depth investigation and discussion with providers, including face-to-face meetings.
  • Working with the Internal Operations & Service Quality Co-Ordinator and the Clinic Management & Services Lead to establish training programs to onward develop providers that require additional education to meet service requirements. This will involve:

o Software Training

o Managing patient appointments

o Booking / Recall management

o Walk-ins

o Billing

o Clinical training in conjunction with the Clinical Team
  • Undertaking regular care visits, and compliance inspections, of the provider network, providing assurance to the companies end clients, that the provider network are operating to an agreed governance framework and standard.
  • Extensive travel across all our contracted CCGs, with each of our Tier 2+ providers receiving at least 2 visits per year and all providers receiving at least 2 telephone calls. Expectation is that the role will require travel for a minimum of 18 days a month.
  • Preparing and presenting to a mixed audience, including GPs, optometrists, industry political bodies and the NHS, and taking robust questioning from key service stakeholders.
  • Producing weekly reports to the management team detailing the previous weeks activities, any incidents or complaints that require further investigation, any risks or issues that have been identified, service feedback from providers and any opportunities for service enhancement.
  • Receiving data reports from the Internal Operations & Service Quality Co-Ordinator / Data Analyst detailing demand and capacity risks across the network and working to mitigate risks through establishing increased capacity.
  • Feeding into NHS quarterly performance reports as required by the Senior NHS Contract Manager.
  • Attending CET events to establish relationships with providers.

You will be based at our Head Office in Reading, however due to the nature of the position, frequent nationwide travel is a must and potentially for extended periods.


£35,000 - £45,000 (dependant on experience) + monthly car allowance

Private Health Insurance (following 3-month probation)

This post requires a high degree of reliability since it involves processing health information. Consequently, a basic Disclosure and Barring Disclosure check may be undertaken on the successful applicant before an appointment can be confirmed. Any successful applicant will be subject to referencing.

Evolutio Care Innovations Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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