Unexpected Findings Officer

Ingeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives.

Ingeus is committed to delivering a safe, effective and compliant service for customers and colleagues.

The Unexpected Findings Insight and Response Officer will provide focused oversight of Unexpected Findings arrangements across the Health Assessment Advisory Service Contract, supporting risk reduction, contractual compliance, clinical governance and continuous service improvement.

The role will co-ordinate monitoring, reporting, analysis and improvement activity to ensure Unexpected Findings processes are applied consistently, concerns are escalated appropriately, and learning is translated into measurable action.

The postholder will work with clinical, operational support and governance stakeholders to strengthen insight, support safe customer pathways and promote a culture of accountability, transparency and continuous improvement.  This also includes supporting with wider clinical governance activities.

The role is open to professionally registered clinicians; however, professional registration or a clinical background is not essential, and applications are welcomed from both clinical and non-clinical candidates.

Accountabilities: 

• Maintain oversight of reported Unexpected Findings, including themes, trends, risks and emerging areas of concern.
• Monitor compliance with Unexpected Findings processes through regular review, audit and data analysis.
• Record, track and analyse Unexpected Findings data to identify learning, improvement opportunities and risk mitigation actions.
• Produce clear reporting for the Clinical Governance Lead, Head of Clinical Standards, Head of Risk and Compliance, and other key stakeholders as required.
• Support the review, development and implementation of Unexpected Findings processes, guidance and agreed actions.
• Work across clinical, operational and governance teams to promote consistent process application and continuous improvement.
• Liaise with internal and external stakeholders to support safe and efficient escalation, transition and management of customer concerns or referrals.
• Attend relevant governance and operational meetings, summarise key actions and support timely follow-through.
• Contribute to other clinical governance activities that support safe, effective and compliant service delivery, including attendance and presentation at the Clinical Governance Accountability Board where required.
• Support collaboration with Ingeus Leadership Teams, DWP and wider HAAS teams to align Unexpected Findings arrangements with relevant expectations.
• Handle sensitive and confidential information appropriately, escalating concerns in line with policy and professional boundaries.
• Undertake other reasonable activities as required to support safe and effective service delivery.

Essential Criteria

Data, insight and reporting

• Experience of managing, reviewing or analysing data to identify themes, trends, risks and improvement opportunities.
• Ability to maintain accurate records and produce clear, timely reporting for senior stakeholders.

Governance, compliance and risk

• Understanding of governance, compliance, audit or risk management processes within a regulated or service delivery environment.
• Ability to monitor existing and emerging risks and escalate concerns appropriately.

Stakeholder working and communication

• Excellent written and verbal communication skills, with the ability to engage effectively with clinical, operational and governance colleagues.
• Ability to work collaboratively across teams while maintaining clear ownership of actions and follow-through.

Organisation and delivery

• Excellent organisational skills, including the ability to prioritise tasks, manage competing deadlines and work flexibly.
• Strong attention to detail, sound judgement and a proactive approach to problem solving.

Professional behaviours

• Ability to lead by example and demonstrate accountability, discretion and professionalism.
• Commitment to continuous learning, reflective practice and personal development.

Desirable Experience

• Experience in healthcare governance/clinical governance
• Experience of working within the Health Assessment Advisory Service or a similar government contract environment.

At Ingeus, our culture is built on treating everyone with dignity, ensuring every individual feels valued, respected and recognised for their contribution.

As a Disability Confident Employer, we understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else—we’re here to listen and work with you to find the best approach. Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us to discuss how we can support you.

Please note, we may shortlist and conduct interviews before the closing date and we may close this role early if we receive enough applications.