Hastings & Rother Healthcare

Patient Liaison and Engagement Officer

Information:

This job is now closed

Job summary

Hastings & Rother Healthcare have an exciting opportunity for a full-time Patient Liaison and Engagement Officer to join our dynamic and evolving organisation. Previous experience of working in a busy customer service or patient liaison role is required.

Benefits:

  • Flexible working patterns
  • Access to EAP
  • Access to the NHS pension
  • Five weeks annual leave plus bank holiday

Main duties of the job

To coordinate, manage and provide a high quality, professional, patient liaison and engagement service to patients. You will be comfortable in handling complex queries and talking to patients directly; ensuring the organisation responds to queries, concerns complaints and compliments in a timely, professional and sensitive manner.

Drawing upon your experience of using social media and websites, you will provide responsive digital engagement for our patients, including the development of a monthly newsletter.

You will be the practices point of contact for its Patient Participation Group working collaboratively to promote the practice and identify areas to improve service delivery.

Working closely with external stakeholders and other practice colleagues you will be responsible for the promotion of heath campaigns.

Ensure processes are completed within statutory and organisational timeframes and learning is identified and disseminated.

About us

Hastings & Rother Healthcare was formed in 2021 and consists of three GP practices within Hastings and St Leonards. We are an organisation that is rapidly growing and we currently cover the largest patient population in Hastings & St Leonards.

We are committed to putting our patients first and you will be a creative, robust, and an autonomous Patient Liaison and Engagement Officer who shares our passion, visions and values. In return, we can offer excellent remuneration, career development and a supportive working environment.

Details

Date posted

23 March 2023

Pay scheme

Other

Salary

£21,939 to £31,520 a year HRH ordinarily appoint at the bottom of bracket

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

A3728-23-3947

Job locations

Hastings Old Town Surgery

Rock-a-nore Road

Hastings

East Sussex

TN34 3DW


Marlborough House 19-21

Warrior Square

St. Leonards-on-sea

East Sussex

TN37 6BG


Churchwood Surgery

Tilebarn Road

St. Leonards-on-sea

East Sussex

TN38 9PA


Job description

Job responsibilities

To coordinate, manage and provide a high quality, professional, patient liaison and engagement service to patients. You will be comfortable I handling complex queries and talking to patients directly; ensuring the organisation responds to queries, concerns complaints and compliments in a timely, professional and sensitive manner.

Drawing upon your experience of using social media and websites, you will provide responsive digital engagement for our patients, including the development of a monthly newsletter.

You will be the practices point of contact for its Patient Participation Group working collaboratively to promote the practice and identify areas to improve service delivery.

Working closely with external stakeholders and other practice colleagues you will be responsible for the promotion of heath campaigns.

Ensure processes are completed within statutory and organisational timeframes and learning is identified and disseminated.

Job description

Job responsibilities

To coordinate, manage and provide a high quality, professional, patient liaison and engagement service to patients. You will be comfortable I handling complex queries and talking to patients directly; ensuring the organisation responds to queries, concerns complaints and compliments in a timely, professional and sensitive manner.

Drawing upon your experience of using social media and websites, you will provide responsive digital engagement for our patients, including the development of a monthly newsletter.

You will be the practices point of contact for its Patient Participation Group working collaboratively to promote the practice and identify areas to improve service delivery.

Working closely with external stakeholders and other practice colleagues you will be responsible for the promotion of heath campaigns.

Ensure processes are completed within statutory and organisational timeframes and learning is identified and disseminated.

Person Specification

Qualifications

Essential

  • Minimum requirement of GCSE A-C in Maths and English

Experience

Essential

  • Previous experience of working in customer services or patient liaison
  • Previous experience in managing complaints, queries and requests
  • Experience of digital engagement

Desirable

  • Experience of dealing with GP/ patient queries and complaints

Knowledge and Skills

Essential

  • Knowledge of general office procedures
  • Good organisational skills
  • Confident and effective communication skills, both verbally and in writing
  • Excellent listening skills, with a high level of emotional intelligence and the ability to show sensitivity and compassion

Desirable

  • Knowledge of EMIS Web
Person Specification

Qualifications

Essential

  • Minimum requirement of GCSE A-C in Maths and English

Experience

Essential

  • Previous experience of working in customer services or patient liaison
  • Previous experience in managing complaints, queries and requests
  • Experience of digital engagement

Desirable

  • Experience of dealing with GP/ patient queries and complaints

Knowledge and Skills

Essential

  • Knowledge of general office procedures
  • Good organisational skills
  • Confident and effective communication skills, both verbally and in writing
  • Excellent listening skills, with a high level of emotional intelligence and the ability to show sensitivity and compassion

Desirable

  • Knowledge of EMIS Web

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.

Employer details

Employer name

Hastings & Rother Healthcare

Address

Hastings Old Town Surgery

Rock-a-nore Road

Hastings

East Sussex

TN34 3DW


Employer's website

https://www.hastingsoldtownsurgery.co.uk/index.aspx (Opens in a new tab)

Employer details

Employer name

Hastings & Rother Healthcare

Address

Hastings Old Town Surgery

Rock-a-nore Road

Hastings

East Sussex

TN34 3DW


Employer's website

https://www.hastingsoldtownsurgery.co.uk/index.aspx (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Business Partner

Kirsten Adams

kirsten.adams@nhs.net

Details

Date posted

23 March 2023

Pay scheme

Other

Salary

£21,939 to £31,520 a year HRH ordinarily appoint at the bottom of bracket

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

A3728-23-3947

Job locations

Hastings Old Town Surgery

Rock-a-nore Road

Hastings

East Sussex

TN34 3DW


Marlborough House 19-21

Warrior Square

St. Leonards-on-sea

East Sussex

TN37 6BG


Churchwood Surgery

Tilebarn Road

St. Leonards-on-sea

East Sussex

TN38 9PA


Supporting documents

Privacy notice

Hastings & Rother Healthcare's privacy notice (opens in a new tab)