Job summary
This is an exciting opportunity for an enthusiastic individual to join the Patient Experience and Complaints (PE&C) function within the NHS Birmingham and Solihull Integrated Care Board. This will be to cover maternity cover for a 7 month period. You will play an important role in the establishment of a more integrated health and care system which better meets the needs of our population.
This role involves providing support, guidance and advice for citizens within the Birmingham and Solihull area who have concerns about various aspects of their NHS care and treatment or who want general information about support and NHS services. The successful candidate will be a person who enjoys the challenge of resolving concerns whilst working with patient and families in this front facing customer services role.
We are looking for an individual who has experience of working within a customer care environment in an advisory capacity, have excellent written and verbal communication skills.
Main duties of the job
You will be responsible for acting as the point of contact for the PE&C team by taking and making telephone calls, composing and responding to emails appropriately, ensuring that key messages are conveyed in a timely and informative manner.
You will have key relationships with Internal and external stakeholders (e.g other Complaints and Patient Advice and Liaison Services) and you will need good communication skills with the ability to provide advice and signposting to other organisation as well as assisting with resolving of patient related concerns.
About us
Birmingham and Solihull Integrated Care System brings together local NHS, councils and voluntary, community and faith sectors to better serve our communities. With a population of circa 1.55 million, our vision is for BSOL to be the healthiest place to live and work, driving equity in life chances and health outcomes for everyone. For an chance to be part of the fantastic opportunity we have as an Integrated Care System, apply for this role today.
As a member of our system you will actively demonstrate system values in all that you do. You will be driven to address health inequalities and create an environment that is inclusive for all people.
In return NHS Birmingham and Solihull can offer you the opportunity to thrive and develop in a team that is supportive, ambitious and inclusive. You will have plenty of opportunities to build your skills and experience, with a chance to work with colleagues across our five Provider Trusts, two Local Authorities, voluntary organisations, Integrated Care Board (ICB) and NHS England to truly effect change and add value.
We know that diversity fosters creativity and innovation and are committed to challenging discrimination, promoting equality of opportunity for all, being a fair and inclusive employer, and creating a place of work in which all of us feel we belong.
Job description
Job responsibilities
Please see Job Description and Person Specification for full details and responsibilities.
The ICB is committed to having a workforce which is representative of the population of Birmingham and Solihull. Our current staffing profile demonstrates that we are not as representative as we would like to be at this level within the organisation. We would actively welcome applications from males for this role.The ICB is registered as a Disability Confident Employer. We actively welcome applications from applicants with a disability and commit to shortlisting all such suitable applicants who meet the essential criteria for an interview. Please let us know of any reasonable adjustments you require in order to participate in the recruitment process
Job description
Job responsibilities
Please see Job Description and Person Specification for full details and responsibilities.
The ICB is committed to having a workforce which is representative of the population of Birmingham and Solihull. Our current staffing profile demonstrates that we are not as representative as we would like to be at this level within the organisation. We would actively welcome applications from males for this role.The ICB is registered as a Disability Confident Employer. We actively welcome applications from applicants with a disability and commit to shortlisting all such suitable applicants who meet the essential criteria for an interview. Please let us know of any reasonable adjustments you require in order to participate in the recruitment process
Person Specification
meets esential criteria
Essential
- Experience of managing complaints in a healthcare environment. Familiarity with the NHS complaints regulations
Desirable
- A demonstrable understanding of equality, diversity and inclusion with evidence of personal impact in these areas
meets esential criteria
Essential
- Demonstrable experience of working in a complex customer service environment. Extensive knowledge of the NHS Complaints Regulations 2009.
- Considerable experience of dealing with challenging and potentially distressing phone calls, emails and other forms of communication. Demonstrable experience of working directly with people who have a physical or mental health needs, and also vulnerable people
- Demonstrable experience in dealing with the public and dealing with sensitive and confidential information. Highly experienced in using the complaints system, Datix. A/I Extensive knowledge of the local area and local health and care services.
- Strong working knowledge of Microsoft Office including Word, Excel, PowerPoint and Outlook. Strong analytical ability, with the ability to triangulate themes.
- Knowledge of current NHS and political issues. Understanding of data protection legislation. Able to work on own initiative, organising and prioritising own workload to set deadlines.
- Putting the long -term health, social care and well -being needs of the population first ("system first"). Working collaboratively with other leaders to achieve excellence in everything we do in Bsol
- Holding yourself and others to account for delivering better outcomes. Being inclusive, supportive and empowering at all times .
- Engaging and enabling those working towards the aims we have as a collective . An ability to maintain confidentiality and trust.
- Good time keeping. Flexible approach to work. Car driver / owner, or reasonable alternative
- Excellent written communication skills. Excellent verbal communication ability. Ability to work effectively as part of a team. Solutions based approach to problem solving. Ability to build and sustain relationships.
- Able to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management. You conduct yourself in a caring and considerate manner at all times. You are respectful to others and listen to others.
- You operate with openness and honesty and ensure you are approachable in conducting your role. Professionalism and understanding difference is key.
Desirable
- Ability to pull together comprehensive draft reports, data and letters. Negotiating, networking and persuasive skills.
- ability to travel across sites as required.
Person Specification
meets esential criteria
Essential
- Experience of managing complaints in a healthcare environment. Familiarity with the NHS complaints regulations
Desirable
- A demonstrable understanding of equality, diversity and inclusion with evidence of personal impact in these areas
meets esential criteria
Essential
- Demonstrable experience of working in a complex customer service environment. Extensive knowledge of the NHS Complaints Regulations 2009.
- Considerable experience of dealing with challenging and potentially distressing phone calls, emails and other forms of communication. Demonstrable experience of working directly with people who have a physical or mental health needs, and also vulnerable people
- Demonstrable experience in dealing with the public and dealing with sensitive and confidential information. Highly experienced in using the complaints system, Datix. A/I Extensive knowledge of the local area and local health and care services.
- Strong working knowledge of Microsoft Office including Word, Excel, PowerPoint and Outlook. Strong analytical ability, with the ability to triangulate themes.
- Knowledge of current NHS and political issues. Understanding of data protection legislation. Able to work on own initiative, organising and prioritising own workload to set deadlines.
- Putting the long -term health, social care and well -being needs of the population first ("system first"). Working collaboratively with other leaders to achieve excellence in everything we do in Bsol
- Holding yourself and others to account for delivering better outcomes. Being inclusive, supportive and empowering at all times .
- Engaging and enabling those working towards the aims we have as a collective . An ability to maintain confidentiality and trust.
- Good time keeping. Flexible approach to work. Car driver / owner, or reasonable alternative
- Excellent written communication skills. Excellent verbal communication ability. Ability to work effectively as part of a team. Solutions based approach to problem solving. Ability to build and sustain relationships.
- Able to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management. You conduct yourself in a caring and considerate manner at all times. You are respectful to others and listen to others.
- You operate with openness and honesty and ensure you are approachable in conducting your role. Professionalism and understanding difference is key.
Desirable
- Ability to pull together comprehensive draft reports, data and letters. Negotiating, networking and persuasive skills.
- ability to travel across sites as required.
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.
