Complex Case Management Practitioner
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Surrey and Sussex ICB Complex Case Management Practitioner
The closing date is 28 September 2026
Job summary
The ICB works in partnership with local health and care organisations, staff, patients, carers, families and the public, to support three million people across Surrey and Sussex to live healthier lives. Together, we have an ambitious vision for improving health and care across Surrey and Sussex. We are working to: Improve health outcomes for everyone, with a focus on prevention of ill health and whole population health. Tackle inequalities to reduce unfair gaps in access, experience, and outcomes. Get better value from our services by enhancing productivity and value for money. Support local communities to grow and thrive through social and economic development. We also work with NHS trusts through our developing Trust Provider Collaborative to improve care pathways, so local people get better care across all services. To do all of this, we need a team of talented, committed professionals who share our vision and are passionate about what they do.
Main duties of the job
As a AACC Practitioner, the role includes delivery of a variety of functions across the AACC service,including: - Clinical Duty including NHS Continuing Healthcare Fast Track Pathway - Assessments - Reviews - Care Planning/Clinical Commissioning - Case management - Appeals -Retrospective Reviews (Previously Unassessed Periods of Care)
The Practitioner will work across other areas of AACC, including audit, appeals, retrospective assessments, complaints, assessment verification, and many more.
You will be supported to develop the necessary skills and experience to work across the whole pathway, safely, confidently andeffectively. The role will require travel on occasions, to carry out assessments and reviews across Surrey and Sussex.
Access to transport is therefore necessary, be it personal or public. All AACC staff are expectedto work flexibly, when required, to meet the needs of the service.
About us
The Integrated Care Board (ICB) has the responsibility to decide what health services are needed in Surrey and Sussex and set out how they'll be provided, making sure hospitals, primary care, and other services work together, rather than in silos, for the benefit of everyone in the community. NHS Surrey Heartlands and Sussex ICB achieve this by working in partnership with local health and care organisations, staff, patients, carers, families and the public, to support three million people across Surrey and Sussex to live healthier lives.
To achieve this, we need a team of people who can think beyond organisational boundaries, strong collaborators, can navigate complexity, challenge constructively, and keep communities at the centre of decisions.
We want everyone to feel welcome at work and are passionate about creating an inclusive, compassionate workplace culture where every colleague feels seen, heard, and valued.
We know through experience that different ideas, perspectives, and backgrounds create a stronger and more creative working environment that delivers better experience and outcomes for our population.
We want our organisation to be a place where diversity is actively celebrated, where safe spaces exist for all identities, and where all voices help shape our direction. We place a high importance on the NHS values - they guide what we do every day, set out how we work, and how we treat each other.
Details
Date posted
14 September 2026
Pay scheme
Agenda for change
Band
Band 6
Salary
£39,959 to £48,117 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
256-SH-8145744-4-1
Job locations
Surrey & Sussex ICB
Surrey
KT17 4QJ
United Kingdom
Job description
Job responsibilities
Work as part of the AACC Team, ensuring a high-quality end to end service is delivered,supporting and mentoring staff to achieve continuous improvement. Managing enquiries or referrals received from patients, members of the public and other professionals.
Facilitating, contributing and undertaking CHC assessments and reviews in line with standard operating procedures. Monitor quality assurance of care delivery, ensuring that all care is personalised and assist with resolution of complaints, appeals and disputes.Provide highly specialist expert clinical advice, information and support on Continuing Healthcare to Professionals, Patients and their families 6. Supporting individuals eligible CHC and contributing to performance improvement, taking a lead for identified areas where agreed.
To participate in audit process as required.To provide support in developing inter-agency and local partnership working to ensure high standards of patient care. Maintaining up-to date knowledge of legislation.Providing relevant and timely specialist advice and guidance on functional and information matters relating to the service. Fostering transparency and a person-centred approach with patients, families and representative.Ensure the principles and duties of safeguarding are holistically, consistently applied. Attend safeguarding meetings with the Local Authority as required. To have an awareness and understanding of the Mental Capacity Act and Deprivation of liberty safeguards. Contribute to maintenance and monitoring of service standards around quality.Comply with NHS and Professional Codes of Conduct and Standard Business Conduct and/or NHS Trust Standards of Business Conduct policies. To comply with ICB policies and procedures. The post holder will be responsible for ensuring their mandatory training and registration is up to date.
Job description
Job responsibilities
Work as part of the AACC Team, ensuring a high-quality end to end service is delivered,supporting and mentoring staff to achieve continuous improvement. Managing enquiries or referrals received from patients, members of the public and other professionals.
Facilitating, contributing and undertaking CHC assessments and reviews in line with standard operating procedures. Monitor quality assurance of care delivery, ensuring that all care is personalised and assist with resolution of complaints, appeals and disputes.Provide highly specialist expert clinical advice, information and support on Continuing Healthcare to Professionals, Patients and their families 6. Supporting individuals eligible CHC and contributing to performance improvement, taking a lead for identified areas where agreed.
To participate in audit process as required.To provide support in developing inter-agency and local partnership working to ensure high standards of patient care. Maintaining up-to date knowledge of legislation.Providing relevant and timely specialist advice and guidance on functional and information matters relating to the service. Fostering transparency and a person-centred approach with patients, families and representative.Ensure the principles and duties of safeguarding are holistically, consistently applied. Attend safeguarding meetings with the Local Authority as required. To have an awareness and understanding of the Mental Capacity Act and Deprivation of liberty safeguards. Contribute to maintenance and monitoring of service standards around quality.Comply with NHS and Professional Codes of Conduct and Standard Business Conduct and/or NHS Trust Standards of Business Conduct policies. To comply with ICB policies and procedures. The post holder will be responsible for ensuring their mandatory training and registration is up to date.
Person Specification
Knowledge, Training and Experience
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area with up-to-date registration with the relevant regulatory body e.g. Nursing & Midwifery Council (NMC).
- Previous experience of working in a health or care environment (including acute, community, mental health, local authority etc. and evidence of continuing professional development.
- Experience and understanding of health and social care environment and roles and responsibilities within it.
- Experience of working in multi disciplinary teams.
- Comprehensive knowledge and understanding of current national and local policy/Framework Guidance relating to NHS Continuing Healthcare and NHS Funded Nursing Care.
Desirable
- Knowledge of the Mental Capacity Act and Best Interests decision making.
- Knowledge and experience of working with Safeguarding issues and Policy guidance
- Ability to address complex or sensitive issues in an organised and appropriate manner both verbally and in writing at all levels; written documents, spread sheets.
- Demonstrates ability to manage own workload effectively and make informed decisions in the absence of required information, working to tight and often changing timescales.
Analytical
Essential
- Ability to analyse very complex clinical information as part of the assessment process- interpreting both physical and mental health needs, skills required to formulate, develop and ensure implementation of specialist CHC care plans to meet identified needs.
- Demonstrated capability to act upon incomplete information, using experience to make inferences and decision making.
- Numerate and able to understand complex financial issues combined with deep analytical skills.
- Experience of setting up and implementing internal processes and procedures.
- Knowledge of Financial Systems e.g. monitoring budget management, processing invoices and procurement.
Communication & Relationship Skills
Essential
- Clear communicator with excellent writing, report writing and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences.
- Skills for communication on complex matters and difficult situations, requiring persuasion and influence.
- Involvement in operational processes and evidence of using a problem solving and forward thinking approach.
- Skills for nurturing key relationships and maintaining networks.
Planning Skills
Essential
- Skills for project management including time keeping.
Desirable
- Previous experience in supporting clinical projects or clinical transformation.
Management Skills
Essential
- Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support.
- Skills for managing clinical caseloads.
Knowledge, Training and Experience
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area with up-to-date registration with the relevant regulatory body e.g. Nursing & Midwifery Council (NMC).
- Previous experience of working in a health or care environment (including acute, community, mental health, local authority etc. and evidence of continuing professional development.
- Experience and understanding of health and social care environment and roles and responsibilities within it.
- Experience of working in multi disciplinary teams.
- Comprehensive knowledge and understanding of current national and local policy/Framework Guidance relating to NHS Continuing Healthcare and NHS Funded Nursing Care.
Desirable
- Knowledge of the Mental Capacity Act and Best Interests decision making.
- Knowledge and experience of working with Safeguarding issues and Policy guidance
- Ability to address complex or sensitive issues in an organised and appropriate manner both verbally and in writing at all levels; written documents, spread sheets.
- Demonstrates ability to manage own workload effectively and make informed decisions in the absence of required information, working to tight and often changing timescales.
Analytical
Essential
- Ability to analyse very complex clinical information as part of the assessment process- interpreting both physical and mental health needs, skills required to formulate, develop and ensure implementation of specialist CHC care plans to meet identified needs.
- Demonstrated capability to act upon incomplete information, using experience to make inferences and decision making.
- Numerate and able to understand complex financial issues combined with deep analytical skills.
- Experience of setting up and implementing internal processes and procedures.
- Knowledge of Financial Systems e.g. monitoring budget management, processing invoices and procurement.
Communication & Relationship Skills
Essential
- Clear communicator with excellent writing, report writing and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences.
- Skills for communication on complex matters and difficult situations, requiring persuasion and influence.
- Involvement in operational processes and evidence of using a problem solving and forward thinking approach.
- Skills for nurturing key relationships and maintaining networks.
Planning Skills
Essential
- Skills for project management including time keeping.
Desirable
- Previous experience in supporting clinical projects or clinical transformation.
Management Skills
Essential
- Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support.
- Skills for managing clinical caseloads.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details
Employer name
Surrey and Sussex ICB
Address
Surrey & Sussex ICB
Surrey
KT17 4QJ
United Kingdom
Employer's website
https://www.surreysussex.icb.nhs.uk/home (Opens in a new tab)
Employer details
Employer name
Surrey and Sussex ICB
Address
Surrey & Sussex ICB
Surrey
KT17 4QJ
United Kingdom
Employer's website
https://www.surreysussex.icb.nhs.uk/home (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Deputy Head of All Age Continuing Care
Pamela Milne
Details
Date posted
14 September 2026
Pay scheme
Agenda for change
Band
Band 6
Salary
£39,959 to £48,117 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
256-SH-8145744-4-1
Job locations
Surrey & Sussex ICB
Surrey
KT17 4QJ
United Kingdom
Supporting documents
Privacy notice
Surrey and Sussex ICB's privacy notice (opens in a new tab)
Support links
© Crown copyright
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