Job summary
We are recruiting for a Patient Experience Administratorwho wishes to join #TeamIOWNHS. You should share our passion and drive to ensure that our patients receive quality and compassionate care and work with us to ensure the Trust continues its journey towards "great people, great place".
An exciting opportunity has arisen within the Patient Experience Team for a Patient Experience Administrator. The post holder will work as part of the Patient Experience Team with a focus on supporting the management of the Trusts complaints process.
You will work as an integrated member of the Patient Experience Team providing confidential, efficient and effective admin support to the team; including providing advice and support to patients/relatives and visitors.
If you have excellent communication skills, are passionate about improving the patient experience and want to support the Trust with learning from feedback then this post is for you.
Main duties of the job
To work as an integrated member of the Patient Experience Team providing confidential, efficient and effective support to the team; including providing advice and support to patients / relatives and visitors.
Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.
For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.
We are passionate about providing excellent CARE, which is why our values are Compassion, Accountable, Respect and Everyone counts. Our mission is to make sure that our community is at the heart of everything we do and that we hold our values across all our services.
We are committed to endorsing inclusion, diversity and multiculturalism throughout out services and as such, our procedures and policies ensure that applicants are always treated fairly throughout the recruitment process.
Why not come and see for yourself the CARE we give to our patients and staff. Apply to be part of our team today.
About us
The Isle of Wight NHS Trust is the only integrated acute, community, mental health and ambulance health care provider in England. We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.
Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.
The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.
Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.
Job description
Job responsibilities
To act as the first point of contact for enquiries made to the office, both in person and by telephone / email, ensuring calls, messages and visits are accurately recorded, where appropriate.
Ensure the telephones are answered in a courteous and efficient manner.
Liaise with staff across the organisation to work as and when required.
Ensure, together with other members of the team, that staff and service users have access to accurate, up to date, information, using appropriate communication methods or linking with the Print Room for supplies.
Be motivated to work together and share ideas/good practice with others, in a variety of team settings.
Maintain good relationships within the workplace to ensure effective communication is maintained.
Type correspondence, reports and other associated documents, ensuring that work is produced in an accurate and timely manner.
Ensure accurate and comprehensive recording of information on the Patient Experience Systems.
Be able to make a judgement on who is best to manage queries and escalate appropriately.
Have ability to be able to direct the enquirer through the appropriate Trust processes
Oversee the Patient Experience Mailbox, directing correspondence accordingly, and ensuring early escalation of urgent enquiries.
Assist with the management of meetings through liaison with staff; booking of venues and preparation of draft agendas.
To attend meetings, as directed by the Patient Experience Lead, take and transcribe notes/minutes when requested.
Contribute to excellent team working and to provide cover for Main Reception and other patient experience functions during periods of annual leave and sickness.
Be responsible for supporting the collation of data for monthly, quarterly and annual reporting.
To undertake other general administrative duties, including filing and photocopying.
Job description
Job responsibilities
To act as the first point of contact for enquiries made to the office, both in person and by telephone / email, ensuring calls, messages and visits are accurately recorded, where appropriate.
Ensure the telephones are answered in a courteous and efficient manner.
Liaise with staff across the organisation to work as and when required.
Ensure, together with other members of the team, that staff and service users have access to accurate, up to date, information, using appropriate communication methods or linking with the Print Room for supplies.
Be motivated to work together and share ideas/good practice with others, in a variety of team settings.
Maintain good relationships within the workplace to ensure effective communication is maintained.
Type correspondence, reports and other associated documents, ensuring that work is produced in an accurate and timely manner.
Ensure accurate and comprehensive recording of information on the Patient Experience Systems.
Be able to make a judgement on who is best to manage queries and escalate appropriately.
Have ability to be able to direct the enquirer through the appropriate Trust processes
Oversee the Patient Experience Mailbox, directing correspondence accordingly, and ensuring early escalation of urgent enquiries.
Assist with the management of meetings through liaison with staff; booking of venues and preparation of draft agendas.
To attend meetings, as directed by the Patient Experience Lead, take and transcribe notes/minutes when requested.
Contribute to excellent team working and to provide cover for Main Reception and other patient experience functions during periods of annual leave and sickness.
Be responsible for supporting the collation of data for monthly, quarterly and annual reporting.
To undertake other general administrative duties, including filing and photocopying.
Person Specification
Essential
Essential
- Minimum of 3 GCSE's (Grade A-C)
- Knowledge of Microsoft Office software
- Experience in use of databases
Desirable
Abilities
Essential
- Ability to problem solve.
- Ability to work under pressure and to deadlines, displaying a flexible approach, responding to urgent demands, whilst prioritising work effectively
Person Specification
Essential
Essential
- Minimum of 3 GCSE's (Grade A-C)
- Knowledge of Microsoft Office software
- Experience in use of databases
Desirable
Abilities
Essential
- Ability to problem solve.
- Ability to work under pressure and to deadlines, displaying a flexible approach, responding to urgent demands, whilst prioritising work effectively
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).
