Patient Experience Administrator

Buckinghamshire Healthcare NHS Trust

This job is now closed

Job summary

Working within the Patient Experience Team, the post holder will work with and support the Patient Relations Manager by providing administrative support for the Complaints Team.

The post holder will liaise with complainants, supporting the Complaints Officers to manage the complaints process according to Trust policy.

Main duties of the job

The post holder will provide general administrative duties to support the Patient Experience Team as a whole, and specifically the complaints team.

Duties include file maintenance and administration such as emails to complainants, photocopying, liaising with other departments and other teams, including external agencies.

The post holder is required to input all data on the Trust information system for which training will be provided.

About us

We are a small , supportive cohesive team who work according to the Trust values of collaborate, aspire. respect, and enable.

Date posted

05 December 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year per annum pro rata

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

434-C5852540

Job locations

Amersham Hospital

Amersham

HP7 0JD

Job description

Job responsibilities

The post holder will provide administrative support for the Patient Experience Team, using initiative, insight, sensitivity towards out service users.

The complaints process relies on accurate logging of data onto the Trust risk management system. The post holder is the first point of contact for those service users wishing to raise a complaint, and is therefore required to input data accurately and in a timely manner.

The post holder is required to cross check all patient data in the risk management system with PALS data and litigation data.

The post holder is required to liaise with other departments on a regular basis and will on occasion be required to telephone the complainant, which requires sensitivity and empathy.

The post holder is required to draft a variety of correspondence with direction from the complaints team and the Patient Relations Manager. The post holder is also required to record and write the minutes of the monthly team meeting.

The post holder is required to pull files for a variety of meetings and projects, as requested by the Patient Relations Manager.

Job description

Job responsibilities

The post holder will provide administrative support for the Patient Experience Team, using initiative, insight, sensitivity towards out service users.

The post holder is required to cross check all patient data in the risk management system with PALS data and litigation data.

The post holder is required to liaise with other departments on a regular basis and will on occasion be required to telephone the complainant, which requires sensitivity and empathy.

The post holder is required to pull files for a variety of meetings and projects, as requested by the Patient Relations Manager.

Person Specification

Communication skills

Essential

Excellent communication skill
Empathy and compassionate nature
Excellent organisational skills
Ability to work with data and use information systems.

Desirable

Experience of working in a team

Empathy and Compassion

Essential

Experience working with difficult situations

Ability to work with data and data sytems

Essential

IT literate

Person Specification

Communication skills

Essential

Excellent communication skill
Empathy and compassionate nature
Excellent organisational skills
Ability to work with data and use information systems.

Desirable

Experience of working in a team

Empathy and Compassion

Essential

Experience working with difficult situations

Ability to work with data and data sytems

Essential

IT literate

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.