Job summary
Modality Partnership is looking for a full time Senior Patient Experience Officer to join our National Patient Experience Team working remote/hybrid.
The post holder will be responsible for managing a caseload of complex complaints, enquires and feedback, and to take an active role in supporting service areas that focus on improving 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
Main duties of the job
We are looking for individuals with outstanding communication abilities, a range of IT skills, and a commitment to providing customer care. The post holder will need to confidently evidence excellent interpersonal skills, a friendly approach, enthusiasm, attention to detail and self-motivation. You will be expected to manage your own caseloads and deadlines effectively and evidence good organisational skills.
The post requires autonomy, flexibility, commitment and ability to work resourcefully as part of the team to ensure tasks are completed to agreed service level standards.
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
- 3 years experience in a professional management, customer service or complaints handling role.
- Educated to degree level or equivalent.
- Experience of gathering facts and evidence relating to a wide range of issues and from different sources.
- Experience of analysing and interpreting information.
- Experience of writing reports and letters to an executive level whilst utilising the information provided by others.
- Experience of liaising with external agencies and organisations and across hierarchical borders.
- Experience of handling complex complaints.
- Experience of working in a health/social care environment.
- Demonstrable experience in a patient services or complaints role.
- Experience of driving quality improvements and service developments.
- Experience of working to deadlines.
- Significant customer service experience.
Knowledge
Essential
- Knowledge of communication channels and effective multi-channel communication.
- Understands Primary Healthcare.
- Understands NHS systems and processes.
- A demonstrated understanding of Equality and Human Rights.
Skills
Essential
- Proficient in Microsoft packages (including MS Excel and PowerPoint).
- Use of clinical systems i.e. SystmOne or EMIS.
- Ability to analyse data and identify themes and trends.
- Experience of dealing with conflict and working with colleagues to agree remedial action as required.
- Ability to influence and negotiate where appropriate.
- Communicate complex information to colleagues and patients.
- Contribute innovative ideas on patient engagement.
- Ability to prioritise conflicting tasks.
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
- 3 years experience in a professional management, customer service or complaints handling role.
- Educated to degree level or equivalent.
- Experience of gathering facts and evidence relating to a wide range of issues and from different sources.
- Experience of analysing and interpreting information.
- Experience of writing reports and letters to an executive level whilst utilising the information provided by others.
- Experience of liaising with external agencies and organisations and across hierarchical borders.
- Experience of handling complex complaints.
- Experience of working in a health/social care environment.
- Demonstrable experience in a patient services or complaints role.
- Experience of driving quality improvements and service developments.
- Experience of working to deadlines.
- Significant customer service experience.
Knowledge
Essential
- Knowledge of communication channels and effective multi-channel communication.
- Understands Primary Healthcare.
- Understands NHS systems and processes.
- A demonstrated understanding of Equality and Human Rights.
Skills
Essential
- Proficient in Microsoft packages (including MS Excel and PowerPoint).
- Use of clinical systems i.e. SystmOne or EMIS.
- Ability to analyse data and identify themes and trends.
- Experience of dealing with conflict and working with colleagues to agree remedial action as required.
- Ability to influence and negotiate where appropriate.
- Communicate complex information to colleagues and patients.
- Contribute innovative ideas on patient engagement.
- Ability to prioritise conflicting tasks.
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.
