Spire Healthcare Ltd

Patient Experience Coordinator

Information:

This job is now closed

Job summary

As Patient Experience Coordinator, you will be responsible for providing a full administration service for Level 1, Level 2, and Level 3 complaints ensuring that written and verbal complaints are processed in a timely manner complying with the Spire Healthcare complaints policy.

Main duties of the job

  • Ensure that all complaints are handled in line with the Spire Healthcare complaints policy and data protection guidelines
  • Manage verbal complaints in accordance with the Spire Healthcare complaints policy
  • Keep all complaints confidential and secure at all times
  • Receive and log incoming complaints, maintaining electronic complaints reporting system and other manual / computerised records as required to a high standard
  • Provide support to Heads of Department as required in drafting final response letters, following the conclusion of complaints investigations

About us

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.

Here at Spire Healthcare, caring is our passion. We have been putting patients at the heart of everything we do for over 25 years. Everything we do works towards one vision; to provide the best care possible. Were committed to looking after people, both patients and staff. Join us, and youll receive a warm welcome.

Who are we? - A profitable, successful business led by an experienced and stable senior management team, we provide the highest quality of care through the latest medical technology, new facilities, and a focus on inspiring leadership and employee development.

Details

Date posted

19 July 2023

Pay scheme

Hospital medical and dental staff

Grade

Consultant

Salary

£22,000 to £28,000 a year

Contract

Permanent

Working pattern

Full-time

Reference number

E0058-15311

Job locations

Spire Liverpool Hospital

57 Greenbank Road

Liverpool

L18 1HQ


Job description

Job responsibilities

As Patient Experience Coordinator, you will be responsible for providing a full administration service for Level 1, Level 2, and Level 3 complaints ensuring that written and verbal complaints are processed in a timely manner complying with the Spire Healthcare complaints policy.

Duties and responsibilities

  • Ensure that all complaints are handled in line with the Spire Healthcare complaints policy and data protection guidelines
  • Manage verbal complaints in accordance with the Spire Healthcare complaints policy
  • Keep all complaints confidential and secure at all times
  • Receive and log incoming complaints, maintaining electronic complaints reporting system and other manual / computerised records as required to a high standard
  • Provide support to Heads of Department as required in drafting final response letters, following the conclusion of complaints investigations

Who we're looking for:

  • Highly computer literate with advanced knowledge of MS Office
  • Previous Customer Service and Healthcare experience is strongly desirable
  • Strong organisational skills with ability to prioritise workload and work under pressure in order to meet deadlines
  • Excellent attention to detail
  • Highly proactive, a strong team player with strong customer service ethic and good interpersonal skills.
  • Ability to work under own initiative with diplomacy, confidentiality and tact

Working Hours:Monday to Friday 9 am to 5 pm

Contract Type:Permanent

Benefits:

We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

  • 35 days annual leave inclusive of bank holidays
  • Employer and employee contributory pension with flexible retirement options
  • Spire for you reward platform - discount and cashback for over 1000 retailers
  • Private medical insurance
  • Life assurance
  • Save an average of £50 per month with our free onsite car park

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

  • Driving clinical excellence
  • Doing the right thing
  • Caring is our passion
  • Keeping it simple
  • Delivering on our promises
  • Succeeding and celebrating together

Our people are our difference; it's their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.

Job description

Job responsibilities

As Patient Experience Coordinator, you will be responsible for providing a full administration service for Level 1, Level 2, and Level 3 complaints ensuring that written and verbal complaints are processed in a timely manner complying with the Spire Healthcare complaints policy.

Duties and responsibilities

  • Ensure that all complaints are handled in line with the Spire Healthcare complaints policy and data protection guidelines
  • Manage verbal complaints in accordance with the Spire Healthcare complaints policy
  • Keep all complaints confidential and secure at all times
  • Receive and log incoming complaints, maintaining electronic complaints reporting system and other manual / computerised records as required to a high standard
  • Provide support to Heads of Department as required in drafting final response letters, following the conclusion of complaints investigations

Who we're looking for:

  • Highly computer literate with advanced knowledge of MS Office
  • Previous Customer Service and Healthcare experience is strongly desirable
  • Strong organisational skills with ability to prioritise workload and work under pressure in order to meet deadlines
  • Excellent attention to detail
  • Highly proactive, a strong team player with strong customer service ethic and good interpersonal skills.
  • Ability to work under own initiative with diplomacy, confidentiality and tact

Working Hours:Monday to Friday 9 am to 5 pm

Contract Type:Permanent

Benefits:

We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

  • 35 days annual leave inclusive of bank holidays
  • Employer and employee contributory pension with flexible retirement options
  • Spire for you reward platform - discount and cashback for over 1000 retailers
  • Private medical insurance
  • Life assurance
  • Save an average of £50 per month with our free onsite car park

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

  • Driving clinical excellence
  • Doing the right thing
  • Caring is our passion
  • Keeping it simple
  • Delivering on our promises
  • Succeeding and celebrating together

Our people are our difference; it's their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.

Person Specification

Experience

Essential

  • Highly computer literate with advanced knowledge of MS Office
  • Previous Customer Service and Healthcare experience is strongly desirable
  • Strong organisational skills with ability to prioritise workload and work under pressure in order to meet deadlines
  • Excellent attention to detail
  • Highly proactive, a strong team player with strong customer service ethic and good interpersonal skills.
  • Ability to work under own initiative with diplomacy, confidentiality and tact
Person Specification

Experience

Essential

  • Highly computer literate with advanced knowledge of MS Office
  • Previous Customer Service and Healthcare experience is strongly desirable
  • Strong organisational skills with ability to prioritise workload and work under pressure in order to meet deadlines
  • Excellent attention to detail
  • Highly proactive, a strong team player with strong customer service ethic and good interpersonal skills.
  • Ability to work under own initiative with diplomacy, confidentiality and tact

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.

Employer details

Employer name

Spire Healthcare Ltd

Address

Spire Liverpool Hospital

57 Greenbank Road

Liverpool

L18 1HQ


Employer's website

https://www.spirehealthcare.com/ (Opens in a new tab)

Employer details

Employer name

Spire Healthcare Ltd

Address

Spire Liverpool Hospital

57 Greenbank Road

Liverpool

L18 1HQ


Employer's website

https://www.spirehealthcare.com/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Senior Resourcing Partner

Balazs Zeles

balazs.zeles@spirehealthcare.com

Details

Date posted

19 July 2023

Pay scheme

Hospital medical and dental staff

Grade

Consultant

Salary

£22,000 to £28,000 a year

Contract

Permanent

Working pattern

Full-time

Reference number

E0058-15311

Job locations

Spire Liverpool Hospital

57 Greenbank Road

Liverpool

L18 1HQ


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