Request

Can you please provide job descriptions job specification and bands for roles within patient exemption checking / dental exemption checking (penalty charges)/ ophthalmic exemption checking/ patient claims officer/ patient claims manager/ exemption checking manager.

All roles which fall into dealing with ensuring patients are entitled to the free treatment/prescriptions.

Can you also provide the structure of these teams and how many staff you employ in each team.

Response

Staff structure and how many staff we employ within these teams

I can confirm that the NHSBSA holds the information you have requested. Please read the accompanying notes below to ensure correct understanding of the data.

The information requested is split across two areas within the Citizen Services function: the Health Exemptions Services (HES) and Customer Operations.

Within Customer Operations colleagues are also split across the Exemption Checking Services and NHS Low Income Scheme.

Health Exemptions Services (HES)

• Head of Service: 1

• Senior Service Delivery Manager (SSDM): 4

• Service Delivery Manager (SDM): 5

The structure chart for all 3 HES roles is attached, please see the document:

• R - HES_Structure_Chart_Current.vsdx

Please be aware that I have decided not to release full details of staff names as this information falls under the exemption in Section 40 subsections 2 and 3(A)(a) of the Freedom of Information Act.

This is because it would breach the first data protection principle as:

a. It is not fair to disclose these people’s personal details to the world and is likely to cause damage or distress to the staff member.

b. These details are not of sufficient interest to the public to warrant an intrusion into the privacy of those staff.

Please see the below web link to see the exemption in full.

https://www.legislation.gov.uk/ukpga/2000/36/section/40

Customer Operations

The structure chart for all Customer Operations is attached, please see the document:

• Hierarchy 1.docx

The number of staff we employ within this area of service is provided below:

Exemption Checking Service (ECS)

• Applications Processors: 70

Note: Application processors handle Prescription and Dental Checking within this area, although they may not all be trained within this workstream.

• Team Managers: 9

Note: Within our shared service function, they line manage the Applications Processors, but their role is not to be a subject matter expert. They oversee the work being processed but don't make decisions about eligibility, claims etc.

• Service Delivery Managers: 2

1 in CCS (Contact Centre Services) and 1 in CSS (Customer Support Services)

Low Income Scheme (LIS)

• Low Income Scheme Assessors: 42

Note: They assess applications for help with health costs, but their role is not to check exemptions as such.

• Applications Processors: 70

Note: Not all Applications Processors may be trained within this workstream. They check exemptions for a refund of health costs (dental, travel, optical etc) when someone applies for a refund on the grounds of a HC2/3 (NHS Low Income Scheme), Maternity Exemption, Medical Exemption, Pre-Payment Certificate. Claims made for someone on a benefit should be processed by DWP. Our role is only to confirm their exemption, not to authorise a refund as this is done elsewhere (locally for travel, Dental Services for Dental etc).

• Administration Officers: 180

Note:Not all Administration Officers may be trained within this workstream as this is a flexible job description. They check exemptions for refund of health costs as above when someone applies outside of the time limit.

• Team Managers: 9

Note: Within our shared service function, they line manage the NHS Low Income Scheme Assessors, but their role is not to be a subject matter expert. They oversee the work being processed but don't make decisions about eligibility, claims etc.

• Service Delivery Managers: 2

1 in CCS, and 1 in CSS

I can confirm there are no roles across the NHSBSA with the job title ‘Patient Claims Officer’ or ‘Patient Claims manager’.

Job descriptions, specifications and pay bands

I can confirm that the NHSBSA holds the information you have requested.

Please see the attached documents:

• Team Manager - Final - 21.1.19.docx

• Applications Processor - Band 2 - Nov 2022 (1).docx

• Administrative Officer - Band 3 - Mar 23.docx

• Service Improvement Lead - Band 5 - March 2025 (1).docx

• HES Service Delivery Manager - Band 7 - Jan 2021.docx

• Service Delivery Manager - Band 7 - Nov 2022.docx

• Senior Service Delivery Manager - Band 8a - May 2022.docx

• Senior Service Delivery Manager - Band 8a - April 2025.docx

• Head of Operational Services - Band 8c - July 2022 (1).docx

Data Queries

Please contact foirequests@nhsbsa.nhs.uk ensuring you quote the above reference if you have any specific questions regarding this response; or, if you feel you may be misunderstanding or misinterpreting the information; or, if you plan on publishing the data.

Reusing the data and copyright

If you plan on producing a press or broadcast story based upon the data please contact communicationsteam@nhsbsa.nhs.uk. This is important to ensure that the figures are not misunderstood or misrepresented.

The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and is subject to NHSBSA copyright. This information is licenced under the terms of the Open Government Licence detailed at:

http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

Should you wish to re-use the information you must include the following statement: “NHSBSA Copyright 2025”. Failure to do so is a breach of the terms of the licence.

Information you receive which is not subject to NHSBSA Copyright continues to be protected by the copyright of the person, or organisation, from which the information originated. Please obtain their permission before reproducing any third party (non NHSBSA Copyright) information.