Job summary
We are a progressive, busy and expanding team and the post holder will work in conjunction with the Directorate Management Team and the Divisional Quality & Safety Manager to implement all aspects of the quality, safety, patient experience and governance agenda.To support the effective implementation of the Trust's Complaints Management policy and processes by working collaboratively with the Complaints Manager and clinicians to ensure timely investigation and completion of responses.
Main duties of the job
The post holder will need to have effective and flexible administrative skills, advanced organisational skills, collating data submissions, maintaining action logs, maintaining databases, ensuring data quality, running and distributing reports, organising Clinical Governance and Mortality and Morbidity (M&M) meetings and undertaking all administrative tasks associated with these meetings. The ability to use own initiative and be able to prioritise own workload and management diaries to facilitate the smooth running of the department is essential.
About us
Join us at UHSussex, every day is different, you can be the change, better never stops
At UHSussex we're proud to be at the heart of the NHS. As one of the UK's largest acute Trusts, we're a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.
Improving lives: We are a vibrant and inclusive organisation, with hardworking, talented and dedicated individuals, who work together towards a common goal, to always put our Patient First. Our mission is summed up by our 'where better never stops' motto and no matter the role at UHSussex, you will play a part in driving us forwards and in improving the lives of patients across Sussex. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our wellbeing programme for staff which is extensive and designed to support you when you need it because we know that to look after others we must first look after ourselves.
Build a career with us: As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
Job description
Job responsibilities
We are a busy directorate with varying demands and priorities, it is essential you are able to be responsive to the changes and challenges, working autonomously with competing demands.
Job description
Job responsibilities
We are a busy directorate with varying demands and priorities, it is essential you are able to be responsive to the changes and challenges, working autonomously with competing demands.
Person Specification
Experience and qualifications
Essential
- oGCSEs (A-C) or equivalent, including English and Maths
- oEducated to graduate level or equivalent level of competency
- oKeyboard skills to RSA Level 3 or equivalent.
- oDemonstrable extensive experience dealing with patient complaints/PALs/enquires
- oProven ability of managing a high-volume caseload and working under pressure
- oProven ability to draft accurate, fair and empathetic investigation reports and responses to complainants.
- oProven experience of telephone-based customer care.
- oWorking knowledge of medical terminology and procedures
- oExperience of providing training to a wide variety of staff groups
- oDemonstrable good understanding of the NHS and current policy
- oDemonstrable good understanding of Safety and Quality / Clinical Governance issues relating to a healthcare environment and the impact these have in practice.
- oDemonstrated knowledge and awareness of clerical and administrative procedures and systems
- oKnowledge and awareness of confidentiality issues relating to the General Data Protection Act Regulations (GDPR) and Computer Misuse Act.
- oDemonstrable experience of working in a major acute teaching NHS hospital
- oExperience of working within a team
- oExperience in a comparable administrative role.
- oHave full knowledge of the structure and working relationships within BSUH Trust and external Agencies
- oDemonstrable experience of working within Safety and Quality / Clinical Governance
Desirable
- oRecognised IT qualification e.g. CLAIT, ECDL or equivalent
- oRoot Cause Analysis Training
- oPrevious experience of drafting reports and letters for scrutiny at executive level
- oKnowledge of the datix system
- oKnowledge of Medway system
- oExperience of using MS Teams
- oHave full knowledge of the Division of Surgery and working relationships within the Trust
Skills
Essential
- oCommunicate contentious information in emotive situations
- oAdvanced computer skills (Microsoft PC package)
- oAbility to take minutes and accurately record actions
- oReport writing
- oGood level of literacy and numerical skills.
- oDemonstrable excellent interpersonal and communication skills.
- oPrioritise and manage own workload
- oGood IT and data analysis skills
- oActs independently.
- oAble to work under pressure and meet deadlines
- oAdaptability to rapidly changing demands.
- oCollation and manipulation of quantitative and qualitative data
Communication / relationship
Essential
- oAble to demonstrate compliance with the Trust's values and behaviours in the essential characteristics
- oExcellent written and oral communication and interpersonal skills.
- oAble to interact with tact and diplomacy with patients and staff at all levels and to communicate sensitive information
- oAbility to listen and empathise and remain calm and professional under provocation
- oAbility to communicate with all levels of staff medical, nursing, managerial and health professionals.
- oAbility to confidently and competently facilitate meetings between hospital staff and complainants to promote local resolution.
- oAbility to translate highly complex, sensitive information and communicate this in understandable language
- oAbility to manage complainant expectations and communicate this effectively and respectfully
- oGood telephone manner and excellent customer service skills
- oAble to communicate complex information where there are barriers to understanding, because of cultural, physical or mental special needs
- oGood written and spoken English
- oExcellent communication/listening/liaison skills
- oSensitivity and empathy with all levels of staff/members of the public in all types of communication.
- oAbility to work within multi-disciplinary team
- oEstablish/maintain good working relationships with colleagues at all levels within the NHS
- oMaintain confidentiality when dealing with highly sensitive documentation
Desirable
- oCounselling training/qualification
- oMediation training
- oFacilitation techniques
Analytical / judgmental
Essential
- oGood working knowledge of MS Excel to design spreadsheets, create formula, pivot tables and charts
- oAble to assess facts to make judgements regarding telephone enquiries from the public or other departments
- oUse own judgement to independently assess enquiries as the first point of contact, considering a range of facts and situations
- oAble to analyse and resolve problems with office equipment, including photocopiers, printers and fax machines.
- oTake responsibility for escalating and referring on appropriately
- oAbility to understand medical information and convey this in lay terms to complainants
- oAbility to identify and extrapolate relevant information from complaint investigations to inform comprehensive responses
- oAn ability to analyse the essence of a complaint and recognise those issues which are key to resolution
Planning and organisational
Essential
- oProven ability to plan work, set priorities, administer office systems and processes and deal with problems in a proactive fashion
- oAble to organise and maintain an effective filing and brought forward system
- oAble to prioritise and manage a range of tasks and duties with competing demands
- oAble to work unsupervised
- oAdaptable and flexible to meet conflicting the high demands of the role
- oLiaise with other departments internally and externally
- oAble to forward plan at all times
Specific requirements
Essential
- oAble to function as a team player, be considerate towards others and flexible to meet the needs of the role.
- oAble to exercise discretion to ensure that patient confidentiality is maintained at all times
- oHigh level of motivation and initiative, seeking assistance from others where appropriate
Freedom to act
Essential
- oThe post holder will be required on occasion to work on their own initiative with minimum supervision
- oWorks to established procedures and precedents
Person Specification
Experience and qualifications
Essential
- oGCSEs (A-C) or equivalent, including English and Maths
- oEducated to graduate level or equivalent level of competency
- oKeyboard skills to RSA Level 3 or equivalent.
- oDemonstrable extensive experience dealing with patient complaints/PALs/enquires
- oProven ability of managing a high-volume caseload and working under pressure
- oProven ability to draft accurate, fair and empathetic investigation reports and responses to complainants.
- oProven experience of telephone-based customer care.
- oWorking knowledge of medical terminology and procedures
- oExperience of providing training to a wide variety of staff groups
- oDemonstrable good understanding of the NHS and current policy
- oDemonstrable good understanding of Safety and Quality / Clinical Governance issues relating to a healthcare environment and the impact these have in practice.
- oDemonstrated knowledge and awareness of clerical and administrative procedures and systems
- oKnowledge and awareness of confidentiality issues relating to the General Data Protection Act Regulations (GDPR) and Computer Misuse Act.
- oDemonstrable experience of working in a major acute teaching NHS hospital
- oExperience of working within a team
- oExperience in a comparable administrative role.
- oHave full knowledge of the structure and working relationships within BSUH Trust and external Agencies
- oDemonstrable experience of working within Safety and Quality / Clinical Governance
Desirable
- oRecognised IT qualification e.g. CLAIT, ECDL or equivalent
- oRoot Cause Analysis Training
- oPrevious experience of drafting reports and letters for scrutiny at executive level
- oKnowledge of the datix system
- oKnowledge of Medway system
- oExperience of using MS Teams
- oHave full knowledge of the Division of Surgery and working relationships within the Trust
Skills
Essential
- oCommunicate contentious information in emotive situations
- oAdvanced computer skills (Microsoft PC package)
- oAbility to take minutes and accurately record actions
- oReport writing
- oGood level of literacy and numerical skills.
- oDemonstrable excellent interpersonal and communication skills.
- oPrioritise and manage own workload
- oGood IT and data analysis skills
- oActs independently.
- oAble to work under pressure and meet deadlines
- oAdaptability to rapidly changing demands.
- oCollation and manipulation of quantitative and qualitative data
Communication / relationship
Essential
- oAble to demonstrate compliance with the Trust's values and behaviours in the essential characteristics
- oExcellent written and oral communication and interpersonal skills.
- oAble to interact with tact and diplomacy with patients and staff at all levels and to communicate sensitive information
- oAbility to listen and empathise and remain calm and professional under provocation
- oAbility to communicate with all levels of staff medical, nursing, managerial and health professionals.
- oAbility to confidently and competently facilitate meetings between hospital staff and complainants to promote local resolution.
- oAbility to translate highly complex, sensitive information and communicate this in understandable language
- oAbility to manage complainant expectations and communicate this effectively and respectfully
- oGood telephone manner and excellent customer service skills
- oAble to communicate complex information where there are barriers to understanding, because of cultural, physical or mental special needs
- oGood written and spoken English
- oExcellent communication/listening/liaison skills
- oSensitivity and empathy with all levels of staff/members of the public in all types of communication.
- oAbility to work within multi-disciplinary team
- oEstablish/maintain good working relationships with colleagues at all levels within the NHS
- oMaintain confidentiality when dealing with highly sensitive documentation
Desirable
- oCounselling training/qualification
- oMediation training
- oFacilitation techniques
Analytical / judgmental
Essential
- oGood working knowledge of MS Excel to design spreadsheets, create formula, pivot tables and charts
- oAble to assess facts to make judgements regarding telephone enquiries from the public or other departments
- oUse own judgement to independently assess enquiries as the first point of contact, considering a range of facts and situations
- oAble to analyse and resolve problems with office equipment, including photocopiers, printers and fax machines.
- oTake responsibility for escalating and referring on appropriately
- oAbility to understand medical information and convey this in lay terms to complainants
- oAbility to identify and extrapolate relevant information from complaint investigations to inform comprehensive responses
- oAn ability to analyse the essence of a complaint and recognise those issues which are key to resolution
Planning and organisational
Essential
- oProven ability to plan work, set priorities, administer office systems and processes and deal with problems in a proactive fashion
- oAble to organise and maintain an effective filing and brought forward system
- oAble to prioritise and manage a range of tasks and duties with competing demands
- oAble to work unsupervised
- oAdaptable and flexible to meet conflicting the high demands of the role
- oLiaise with other departments internally and externally
- oAble to forward plan at all times
Specific requirements
Essential
- oAble to function as a team player, be considerate towards others and flexible to meet the needs of the role.
- oAble to exercise discretion to ensure that patient confidentiality is maintained at all times
- oHigh level of motivation and initiative, seeking assistance from others where appropriate
Freedom to act
Essential
- oThe post holder will be required on occasion to work on their own initiative with minimum supervision
- oWorks to established procedures and precedents
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
