Job summary
An exciting opportunity has arisen to join our Patient & Family Relations Team on a 12 month contract. This is a hugely varied role which will allow you to meet and help all sorts of different individuals; staff and patients. The Patient & Family Relations function is vital to us in helping people in need and we welcome applications from conscientious and positive individuals with experience in customer or patient-facing roles.
The post holder will be the administrative assistant to the team members providing a variety of support which will change day to day depend on the volume of cases both informally and formally received at the time.
Main duties of the job
It is essential you have:
- Experience of working in a customer service/patient experience environment
- Excellent organisational skills
- Excellent communication skills, in writing and in person
- Excellent computer skills including NHS database systems (HISS, NEXUS & MAXIMs, Ulysses) training will be provided on the Ulysses system
- An approachable and positive attitude
About us
Blackpool Teaching Hospitals NHS Foundation Trust is ideally situated just a forty five minute drive from Manchester. The Trust provides services to the 440,000 residents of Blackpool, Fylde & Wyre and North Lancashire, as well as specialist tertiary care for Cardiac and Haematology patients.
As one of the United Kingdom's largest coastal resort, Blackpool has plenty to offer its residents -it's not just a good place to work; it's a great place to live. In addition to its bustling centre and historic seafront, the town is world famous for its many attractions, including the famous Blackpool Tower. Blackpool also offers a number of scenic cycling routes round our local parks and across the surrounding countryside, as well as boasting panoramic views of the coast on its picturesque Promenade. Further afield, Blackpool also benefits from less than three-hour connections via rail to Edinburgh in the north and London in the south.
Job description
Job responsibilities
The post holder will be the administrative assistant to the team members providing a variety of support which will change day to day depend on the volume of cases both informally and formally received at the time.
KEY TASKS:
- Act as the first point of contact to service users. Listen to and record telephone messages, monitor the teams email inboxes at times providing on the spot support and advice face to face or/and liaising with the Patient Relation Officer/Manager to secure appropriate management of the case
- To provide an empathetic and responsive advice service to patients, their relatives and service users on the telephone and via email/written communication escalating these to PR Team Officers when necessary
- To record and maintain PR enquiries, concerns and complaints on the Ulysses database system, escalating issues where necessary
- To close and finalise formal complaint files,
- Assist with the rotation of formal complaint files between the office, Trust Directorates and Executive level in THQ
- Provide advice, reassurance and response updates or delays to all complainants
- Record internal e-complaints onto the Ulysses system
- Monitor and respond to Medical Staff Revalidations
- To scan complaint files and divisional files to the Ulysses case
- To work as part of a team, communicating between the Patient Relations and the Patient Engagement Team ensuring a joint-up learning environment
- Assist with facilitating and taking minutes for meetings (when Patient Engagement Team are not available)
- Maintain stock levels of patient experience / public health literature
- Provide administrative and general support to the Patient Relations Manager as and when required, this can include photocopying/scanning case notes for the Parliamentary & Health Service Ombudsman or the CQC, liaising with the Trust Divisions and Trust Headquarters to amend or change complaint investigation reports, post/email complaint responses and update systems such as Ulysses and PR database with information following completion of a formal complaint
- Assist and support the Patient Relations Manager and the team, this may be required to undertake similar duties as part of this post in order to provide a quality service and will be consistent with the level of responsibility.
Job description
Job responsibilities
The post holder will be the administrative assistant to the team members providing a variety of support which will change day to day depend on the volume of cases both informally and formally received at the time.
KEY TASKS:
- Act as the first point of contact to service users. Listen to and record telephone messages, monitor the teams email inboxes at times providing on the spot support and advice face to face or/and liaising with the Patient Relation Officer/Manager to secure appropriate management of the case
- To provide an empathetic and responsive advice service to patients, their relatives and service users on the telephone and via email/written communication escalating these to PR Team Officers when necessary
- To record and maintain PR enquiries, concerns and complaints on the Ulysses database system, escalating issues where necessary
- To close and finalise formal complaint files,
- Assist with the rotation of formal complaint files between the office, Trust Directorates and Executive level in THQ
- Provide advice, reassurance and response updates or delays to all complainants
- Record internal e-complaints onto the Ulysses system
- Monitor and respond to Medical Staff Revalidations
- To scan complaint files and divisional files to the Ulysses case
- To work as part of a team, communicating between the Patient Relations and the Patient Engagement Team ensuring a joint-up learning environment
- Assist with facilitating and taking minutes for meetings (when Patient Engagement Team are not available)
- Maintain stock levels of patient experience / public health literature
- Provide administrative and general support to the Patient Relations Manager as and when required, this can include photocopying/scanning case notes for the Parliamentary & Health Service Ombudsman or the CQC, liaising with the Trust Divisions and Trust Headquarters to amend or change complaint investigation reports, post/email complaint responses and update systems such as Ulysses and PR database with information following completion of a formal complaint
- Assist and support the Patient Relations Manager and the team, this may be required to undertake similar duties as part of this post in order to provide a quality service and will be consistent with the level of responsibility.
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs A*-C or equivalent including English NVQ 2/3 in Customer Services or Business Administration / equivalent knowledge or relevant experience in Customer Service role.
Desirable
- Attendance on a 'dealing with difficult situations' or 'difficult conversations' course (these can be taken following appointment)
- Microsoft Office qualification
- Typing qualification
Experience
Essential
- Experience of working in a healthcare environment
- Knowledge of PALS/ Patient Relations
- Knowledge of data protection
- Excellent organisational skills
- Experience of dealing with patients or customers in a face to face environment
- Experience in using databases and reporting systems
Desirable
- Experience of Ulysses, Datix or other risk management systems (training will be provided)
- Experience of working within a customer services environment
- Experience of working in PALS
- Experience of minute taking
- Experience of dealing with distressed or upset patients or customers
- Experience of defusing problematic situations
Skills
Essential
- Good IT skills including Microsoft Office
- Plan and organise work load
- Good at prioritising
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Ability to identify situations where a more senior member of the team should be involved
Desirable
- Able to analyse Patient Relations activity figures in Excel
- Able to identify themes and trends in issues being highlighted through Patient Relations team
- Ability to deal with situations where customers are distressed
Personal Qualities
Essential
- Compassionate
- Kind
- Calm and diplomatic
- Sensitive in emotional situations
- Evidence of good attendance and timekeeping
- Conscientious
- Effective team worker
- Attention to detail
- Problem-solver
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs A*-C or equivalent including English NVQ 2/3 in Customer Services or Business Administration / equivalent knowledge or relevant experience in Customer Service role.
Desirable
- Attendance on a 'dealing with difficult situations' or 'difficult conversations' course (these can be taken following appointment)
- Microsoft Office qualification
- Typing qualification
Experience
Essential
- Experience of working in a healthcare environment
- Knowledge of PALS/ Patient Relations
- Knowledge of data protection
- Excellent organisational skills
- Experience of dealing with patients or customers in a face to face environment
- Experience in using databases and reporting systems
Desirable
- Experience of Ulysses, Datix or other risk management systems (training will be provided)
- Experience of working within a customer services environment
- Experience of working in PALS
- Experience of minute taking
- Experience of dealing with distressed or upset patients or customers
- Experience of defusing problematic situations
Skills
Essential
- Good IT skills including Microsoft Office
- Plan and organise work load
- Good at prioritising
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Ability to identify situations where a more senior member of the team should be involved
Desirable
- Able to analyse Patient Relations activity figures in Excel
- Able to identify themes and trends in issues being highlighted through Patient Relations team
- Ability to deal with situations where customers are distressed
Personal Qualities
Essential
- Compassionate
- Kind
- Calm and diplomatic
- Sensitive in emotional situations
- Evidence of good attendance and timekeeping
- Conscientious
- Effective team worker
- Attention to detail
- Problem-solver
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).
