Job summary
Are you looking for a more fulfilling career? One that engages with patients to investigate and process their compliments and complaints, with the aim to acknowledge feedback and create open communication between the surgery and our patients?
If this sounds like you, we have the perfect opportunity for you!
We are looking for an individual who to join our Patient Experience Team who:
- Are enthusiastic and self-motivated
- Are able to use their initiative
- Excellent communicators, both written and verbal
- Are able to listen and empathise
- Are keen to learn and develop
- Demonstrate attention to detail
- Can be flexible and adaptable
- Are competent with IT
Main duties of the job
In the role of Patient Experience Care Co-ordinator you will assist and engage patients in processing and investigating their feedback, and arranging participation groups in a courteous, efficient, and effective way whether this be face to face or over the telephone. You will also undertake a variety of administrative tasks to assist with the smooth running of the practice.
In return you will receive:
- Full induction and training plan
- Named direct Line Manager
- Long service rewards
- Generous holiday entitlement
- Wellbeing health plan
- Staff wellbeing group
- Ride to work scheme
- Refreshments
- Support to develop your skills and career
About us
We are a leading primary care organisation that delivers high quality
care from GP practices in York, Hull and Scarborough. Innovative and committed,
we are at the forefront of developments within our field. We are well organised
and deliver high quality care with a range of friendly and supportive staff.
Selection for Interview process
If you are applying through NHS Jobs, you will notice you are asked if
you would like a guaranteed interview as part of the Two Tick disability
scheme. Whilst this is an admirable government initiative, please be aware we
are not signed up to this scheme. This is a question on the NHS jobs
application form which is outside of our own control. Our own process ensures
we consider candidates on the merit of their application only and we do not ask
any questions regarding a disability as part of our selection process.
Job description
Job responsibilities
You will work under the indirect supervision of the Chief Executive Medical Officer and assist the Deputy General Manager in providing comprehensive support and administration in regard to the patient experience and patient engagement across the practice. There will be a primary focus on dealing with the practice complaints process following policy and procedures.
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Deputy General Manager or General Manager, dependent on current and evolving Practice workload and staffing levels.
You must work at all times within your own competence and use your own judgement, knowledge and common sense in your day-to-day activities.
Duties and Responsibilities:
- Ensure that incoming complaints are dealt with efficiently and in accordance with the business complaints policy and procedure.
- Assist with investigations, extracting information from online systems and databases where necessary.
- Assist with related audits and collating of reports.
- Present information and data to members of staff at all levels.
- Facilitate effective communication between patients, members the primary health care team, secondary care and others.
- Typing or editing of correspondence to patients, filing appropriately on the patients records and on the practice systems.
- Maintain and efficient records system for complaints and patient engagements.
- Manage incoming and outgoing post, keeping an accurate record of receipt dates.
- Assist with the facilitation of relevant meeting, creating diary invites and taking minutes when required.
- Assist the General Manager with patient participation groups (PPGs) and related administration.
- Taking messages and passing on information.
- Filing and retrieving paperwork.
- Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
- Providing clerical assistance to Practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning.
- Ordering, re-ordering and monitoring of stationery and other supplies.
- Provision of refreshments for staff and visitors as required, loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
- Any other duties required in order to improve the patient experience and engagement in the practice.
Job description
Job responsibilities
You will work under the indirect supervision of the Chief Executive Medical Officer and assist the Deputy General Manager in providing comprehensive support and administration in regard to the patient experience and patient engagement across the practice. There will be a primary focus on dealing with the practice complaints process following policy and procedures.
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Deputy General Manager or General Manager, dependent on current and evolving Practice workload and staffing levels.
You must work at all times within your own competence and use your own judgement, knowledge and common sense in your day-to-day activities.
Duties and Responsibilities:
- Ensure that incoming complaints are dealt with efficiently and in accordance with the business complaints policy and procedure.
- Assist with investigations, extracting information from online systems and databases where necessary.
- Assist with related audits and collating of reports.
- Present information and data to members of staff at all levels.
- Facilitate effective communication between patients, members the primary health care team, secondary care and others.
- Typing or editing of correspondence to patients, filing appropriately on the patients records and on the practice systems.
- Maintain and efficient records system for complaints and patient engagements.
- Manage incoming and outgoing post, keeping an accurate record of receipt dates.
- Assist with the facilitation of relevant meeting, creating diary invites and taking minutes when required.
- Assist the General Manager with patient participation groups (PPGs) and related administration.
- Taking messages and passing on information.
- Filing and retrieving paperwork.
- Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
- Providing clerical assistance to Practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning.
- Ordering, re-ordering and monitoring of stationery and other supplies.
- Provision of refreshments for staff and visitors as required, loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
- Any other duties required in order to improve the patient experience and engagement in the practice.
Person Specification
Physical Requirements
Essential
- Able to undertake the requirements of the post.
Desirable
- Reliable.
- Flexible.
- Excellent attendance record.
Knowledge/ Qualifications/ Skills
Essential
- Excellent customer service skills
- Good administrative and organisational skills
- IT literate with good keyboard skills
- Excellent telephony skills
- Understand and observe strict confidentiality
Desirable
- Level 2 or equivalent qualification in customer service
- Skilled in office machinery use
Competencies/ Qualities/ Attributes
Essential
- An interest in primary care
- Excellent communication (written and verbal)
- Work well under pressure
- Able to work as a team member
- Able to work unsupervised
- Able to use own initiative
- Be self motivated
- Able to listen and empathise
- Hard working and willing
- Flexible and adaptable, able to work according to changing need
- Enthusiastic
- Commitment to personal development
Other
Essential
- Able to work at the desired times
- Flexibility of hours for cover
- Good sickness record
Desirable
- Non smoker
- Car driver/clean licence
Person Specification
Physical Requirements
Essential
- Able to undertake the requirements of the post.
Desirable
- Reliable.
- Flexible.
- Excellent attendance record.
Knowledge/ Qualifications/ Skills
Essential
- Excellent customer service skills
- Good administrative and organisational skills
- IT literate with good keyboard skills
- Excellent telephony skills
- Understand and observe strict confidentiality
Desirable
- Level 2 or equivalent qualification in customer service
- Skilled in office machinery use
Competencies/ Qualities/ Attributes
Essential
- An interest in primary care
- Excellent communication (written and verbal)
- Work well under pressure
- Able to work as a team member
- Able to work unsupervised
- Able to use own initiative
- Be self motivated
- Able to listen and empathise
- Hard working and willing
- Flexible and adaptable, able to work according to changing need
- Enthusiastic
- Commitment to personal development
Other
Essential
- Able to work at the desired times
- Flexibility of hours for cover
- Good sickness record
Desirable
- Non smoker
- Car driver/clean licence
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.
