At a Glance
- Tasks: Support patients and families by managing complaints with empathy and professionalism.
- Company: Join the largest Integrated Care Board in the UK, dedicated to improving health services.
- Benefits: Gain valuable experience in a supportive environment with opportunities for career growth.
- Other info: Work in a dynamic team focused on enhancing patient experiences across the North East.
- Why this job: Make a real difference in people's lives while developing your administrative skills.
- Qualifications: GCSE Maths and English, strong communication skills, and administrative experience required.
The predicted salary is between 39634 - 48442 £ per year.
An exciting opportunity has arisen to join the Complaints and Patient Experience Team at NHS North East and North Cumbria Integrated Care Board. We are looking for a professional, compassionate and highly organised administrator who can provide comprehensive administrative and coordination support across our complaints service. You will help ensure that complaints, concerns and enquiries are handled efficiently, accurately and sensitively from receipt through to closure.
As a key first point of contact, you will communicate with patients, complainants, families, carers, NHS providers and other stakeholders by telephone, email and letter. You will provide reassurance, explain routine administrative processes and help people understand the next steps and expected timescales. You must be comfortable communicating with people who may be distressed, anxious, frustrated or dissatisfied, while remaining calm, empathetic and professional.
Our Integrated Care Board (ICB) is the largest in the country. The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including promoting integration of health and care services, improving people's health and well-being, and reducing health inequalities.
Your responsibilities will include:
- Making and receiving telephone calls from patients, complainants, families and provider organisations.
- Preparing acknowledgements, consent requests and routine correspondence using approved templates.
- Maintaining accurate and contemporaneous complaint records on SIRMS and other electronic systems.
- Monitoring deadlines and supporting the team to progress correspondence and actions within agreed timescales.
- Checking information for completeness, identifying routine omissions or discrepancies and escalating matters appropriately.
- Coordinating meetings, preparing documentation, taking notes and recording agreed actions.
- Supporting the production of routine reports and complaints activity information.
The successful candidate will have significant administrative experience, excellent written and verbal communication skills and experience of dealing with the public and handling sensitive or confidential information. You will be able to work accurately at pace, manage competing priorities and maintain effective electronic records and audit trails. Experience of complaints handling and minute taking would be desirable.
Qualifications
- Essential: GCSE (or equivalent) Maths and English grade C or above; Educated to NVQ 4 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience; Significant administrative/secretarial experience including initiating and maintaining office systems; Demonstrable experience in dealing with the public and dealing with sensitive and confidential information.
- Desirable: Experience of working in NHS Complaints handling.
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.
Complaints and Patient Experience Administrator in Sunderland employer: North East & North Cumbria ICB
At North East and North Cumbria Integrated Care Board, we pride ourselves on being an exceptional employer dedicated to fostering a collaborative and supportive work environment. Our commitment to employee growth is evident through ongoing professional development opportunities, while our focus on community health ensures that your work as a Commissioning Manager will have a meaningful impact. With a diverse team and a strong emphasis on integration across health services, you will thrive in a culture that values innovation and teamwork in the beautiful Northumberland, North Tyneside, and North Cumbria areas.
Contact Details:
North East & North Cumbria ICB Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints and Patient Experience Administrator in Sunderland
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like North East & North Cumbria ICB.
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Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at North East & North Cumbria ICB.
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We think you need these skills to ace Complaints and Patient Experience Administrator in Sunderland
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at North East & North Cumbria ICB.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at North East & North Cumbria ICB.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to North East & North Cumbria ICB. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at North East & North Cumbria ICB. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at North East & North Cumbria ICB
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research North East & North Cumbria ICB’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
