Job summary
We are
looking for a full time Patient Experience Officer to join our National Patient
Experience Team to work Hybrid/remotely.
This is an innovative
role, taking responsibility for the timely processing of patient requests and
resolving queries as required; this includes managing new patient registrations
and patient facing administrative requests, website queries, feedback,
engagement and complaints.
The
post-holder will work in collaboration with local divisions and the National
Modality Business Support Team to support engagement events and provide
continuous improvement of patient experience.
As an
employee with us you can benefit from:
Enrolment
to the NHS pension scheme
Annual
leave minimum 27 days, plus 8 days bank holiday pro rata
Employee
discounts and benefits scheme
Employee
assistance programme (EAP)
Education
and career pathways
Enhanced
Family friendly policies
Flexible
working
Wellbeing
support and initiative
If
you are interested please read on
Main duties of the job
We are
looking for individuals with outstanding communication abilities, a range of IT
skills and who are experienced in providing customer care. The postholder will need to confidently
evidence excellent interpersonal skills, a friendly approach, enthusiasm, attention
to detail and the organisation and self-motivation to manage their own caseloads
and deadlines effectively.
The
role is not a regular 9am-5pm job; the job requires innovation, flexibility,
and commitment. The postholder will be required to work resourcefully as part
of the team to ensure tasks are completed.
About us
We
are one of the largest GP super-partnerships in the UK, serving over 450,000
patients and with a workforce of 1500+.
We are unique, we are always looking at ways to improve our delivery of
services through the implementation of new and innovative solutions that we can
scale across the organisation.
All
employees are welcome to enrol in our employee benefits scheme and NHS pension
scheme. We are committed to developing our people through education and career
pathways.
Job description
Job responsibilities
Please
refer to the supporting documents section to retrieve the JD detailing the core
responsibilities of this role.
If
you feel this is the ideal opportunity for you and you want to rise to the challenge,
we welcome an application from you to join our growing team of likeminded
people.
Please note: Modality Partnership reserves the
right to close this vacancy at any point during the recruitment stage.
Pre-employment
Vaccinations
As part of recruitment to the Modality
Partnership, we will be checking the vaccination status of all new starters so
that we can manage individual and environmental risks. We will offer support to
those who may be undecided about vaccinations. Some vaccinations for certain
roles are mandatory, and you will be asked to provide evidence of this where
there is a mandatory requirement.
Right to work checks
All applicants invited for interview will need
to prove their right to work in the UK at the interview stage.
References
References must be secured prior to beginning
employment, one must be your current or most recent employer.
Employment history
You must notify us of any employment gaps of 6
weeks or more.
Job description
Job responsibilities
Please
refer to the supporting documents section to retrieve the JD detailing the core
responsibilities of this role.
If
you feel this is the ideal opportunity for you and you want to rise to the challenge,
we welcome an application from you to join our growing team of likeminded
people.
Please note: Modality Partnership reserves the
right to close this vacancy at any point during the recruitment stage.
Pre-employment
Vaccinations
As part of recruitment to the Modality
Partnership, we will be checking the vaccination status of all new starters so
that we can manage individual and environmental risks. We will offer support to
those who may be undecided about vaccinations. Some vaccinations for certain
roles are mandatory, and you will be asked to provide evidence of this where
there is a mandatory requirement.
Right to work checks
All applicants invited for interview will need
to prove their right to work in the UK at the interview stage.
References
References must be secured prior to beginning
employment, one must be your current or most recent employer.
Employment history
You must notify us of any employment gaps of 6
weeks or more.
Person Specification
Experience
Essential
- 1 years experience in a professional management, customer service or complaints handling role within General Practice (M)
- Educated to NVQ Level 6 (Degree) or equivalent experience (D)
- Experience of gathering facts and evidence relating to a wide range of issues and from different sources (E)
- Experience of analysing and interpreting information (E)
- Experience of writing reports, letters and utilising the information provided by others (E)
- Experience of liaising with external agencies and organisations and across hierarchical borders (D)
- Experience of handling complaints and knowledge of public sector response targets (D)
- Experience of working in a health/social care environment (D)
Knowledge
Essential
- Knowledge of communication channels and effective multi-channel communication (E)
- Understands Primary Healthcare (D)
- Understands NHS systems and processes (D)
- A demonstrated understanding of Equality and Human Rights (D)
Skills
Essential
- Proficient in Microsoft packages (including MS Excel and PowerPoint) (M)
- Use of clinical systems i.e. SystmOne or EMIS (D)
- Ability to analyse data and identify themes and trends (E)
- Able to work well under pressure and deliver to tight timescales (M)
- Well organised (M)
- Experience of dealing with conflict and working with colleagues to agree remedial action as required (E)
- Ability to influence and negotiate where appropriate (E)
- Excellent verbal and written communication skills to individuals at all levels within and outside of the organisation (E)
- Ability to effectively deal with difficult situations (E)
- Strong work ethic as part of a team and working on own initiative (E)
Personal Qualities
Essential
- Able to work well under pressure and deliver to tight timescales
- Well organised
- Flexibility of working hours/able to work at desired times
- Excellent verbal and written communication skills to individuals at all levels within and outside of the organisation
- Strong influencing, negotiating, networking and decision-making skills
- Ability to effectively deal with difficult situations.
- Able to influence staff positively at all levels
- Strong work ethic as part of a team and working on own initiative
Person Specification
Experience
Essential
- 1 years experience in a professional management, customer service or complaints handling role within General Practice (M)
- Educated to NVQ Level 6 (Degree) or equivalent experience (D)
- Experience of gathering facts and evidence relating to a wide range of issues and from different sources (E)
- Experience of analysing and interpreting information (E)
- Experience of writing reports, letters and utilising the information provided by others (E)
- Experience of liaising with external agencies and organisations and across hierarchical borders (D)
- Experience of handling complaints and knowledge of public sector response targets (D)
- Experience of working in a health/social care environment (D)
Knowledge
Essential
- Knowledge of communication channels and effective multi-channel communication (E)
- Understands Primary Healthcare (D)
- Understands NHS systems and processes (D)
- A demonstrated understanding of Equality and Human Rights (D)
Skills
Essential
- Proficient in Microsoft packages (including MS Excel and PowerPoint) (M)
- Use of clinical systems i.e. SystmOne or EMIS (D)
- Ability to analyse data and identify themes and trends (E)
- Able to work well under pressure and deliver to tight timescales (M)
- Well organised (M)
- Experience of dealing with conflict and working with colleagues to agree remedial action as required (E)
- Ability to influence and negotiate where appropriate (E)
- Excellent verbal and written communication skills to individuals at all levels within and outside of the organisation (E)
- Ability to effectively deal with difficult situations (E)
- Strong work ethic as part of a team and working on own initiative (E)
Personal Qualities
Essential
- Able to work well under pressure and deliver to tight timescales
- Well organised
- Flexibility of working hours/able to work at desired times
- Excellent verbal and written communication skills to individuals at all levels within and outside of the organisation
- Strong influencing, negotiating, networking and decision-making skills
- Ability to effectively deal with difficult situations.
- Able to influence staff positively at all levels
- Strong work ethic as part of a team and working on own initiative
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.
