Patient Experience Administrator

We are seeking to recruit a dynamic and committed Patient Experience Administrator who shares Haxby Group's values, to join the existing Clinical Governance and Patient Experience Team across Haxby Group. If you can demonstrate a caring, compassionate, empathetic approach, with excellent communication and interpersonal skills, and an aptitude for organisation and problem solving, this role would be ideal for you and we very much look forward to hearing from potential candidates.

As an integral member of the Team, you will hold a commitment to providing quality focused service provision, aiming to resolve queries, concerns and complaints quickly, effectively and in accordance with Haxby Group Policies and the NHS complaints regulations.

Main duties of the job:

• You will support coordination of a caseload of concerns and complaints, from the first point of contact with the complainant.
• The role involves building strong relationships with the people who use our service.
• Your role will additionally support managers and other staff members, identifying opportunities where concerns and complaints can be resolved quickly and to the satisfaction of the complainant.
• Contributing to using appropriate methodology to carry out thorough investigations and write detailed response letters.
• The successful applicant will be confident in communicating with staff at all levels internally and externally to maintain close working relationships and negotiate next steps in the complaints process.
• Ensure that incoming complaints are dealt with efficiently and in accordance with the business complaints policy and procedure.
• Assist with investigations, extracting information from online systems and databases where necessary.
• Assist with related audits and collating of reports.
• Present information and data to members of staff at all levels.
• Facilitate effective communication between patients, members of the primary health care team, secondary care and others.
• Typing or editing of correspondence to patients, filing appropriately on the patients' records and on the practice systems.
• Maintain an efficient records system for complaints and patient engagements.
• Manage incoming and outgoing post; keeping an accurate record of receipt dates.
• Assist with the facilitation of relevant meetings, creating diary invites and taking minutes when required.
• Assist the General Manager with patient participation groups (PPGs) and related administration.
• Taking messages and passing on information.
• Filing and retrieving paperwork.
• Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
• Providing clerical assistance to Practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning.
• Ordering, re-ordering and monitoring of stationery and other supplies.
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
• Any other duties required in order to improve the patient experience and engagement in the practice.

Person Specification:

• GCSE level (or equivalent) to include English and Maths.
• Good administrative and organisational skills.
• IT literate with good keyboard skills.
• Understand and observe strict confidentiality.
• NVQ Level 2/3 Business Admin or Customer Service or equivalent.
• Evidence of commitment to continuing professional development.
• Customer service/conflict resolution training.
• Listening and communication skills training.
• Knowledge of the NHS complaints process.

Other:

• Able to work at the desired times.
• Flexibility of hours for cover.

Physical Requirements:

• Able to undertake the requirements of the post.
• Reliable.
• Flexible.
• Excellent attendance record.
• An interest in primary care.
• Work well under pressure.
• Able to work as a team member.
• Able to work unsupervised.
• Able to use own initiative.
• Be self-motivated.
• Able to listen and empathise.
• Hard working and willing.
• Flexible and adaptable, able to work according to changing need.
• Commitment to personal development.
• Experience in public/patient-facing role.
• Experience of working in a customer service/complaints role.

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.