Senior Patient Experience Administrator

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Detailed job description and main responsibilities

KEY RESPONSIBILTIES / OUTCOMES

1. Monitor and track all correspondence, complaints, medical records, and queries from internal stakeholders (business hub), patients and external stakeholders.

2. To receive, investigate and satisfactory resolve patient and service user enquiries received via the complaint's boxes with escalation / assistance from the line manager.

3. Provide a timely response to all correspondence, complaints, medical records, and queries in line with trusts policy and departmental SOP's.

4. To provide an empathetic and responsive advice service to patients and other staff

5. To frequently communicate with patients on the telephone and via written / email communication

6. To record any conversations / notes accurately on a patients record.

7. To work as part of a team, communicating with the patients and escalating where necessary

8. To escalate any appeal responses to the line manager

9. To be aware of the difference between experiences and formal complaints.

10. To assist with collecting and auditing organization-wide patient feedback.

11. To record and maintain PASL enquiries on the Datix database system, escalating issues where necessary.

12. To support the keeping in touch service by responding to enquiries arranging communications including video calls and writing for patients.

13. To escalate enquiries to the Admin Manager when appropriate.

GENERAL ADMINISTRATIVE

1. To be able to demonstrate good communication skills at all times and to behave in a polite, professional, and respectful way towards others - in line with Oxleas Values

2. Receiving and dealing with telephone enquiries as appropriate

3. Input and look up data on Trust IT systems in accordance with Trust Policy

4. To ensure post is opened daily and dealt with accordingly.

5. Photocopying, scanning, and filing letters as required.

6. Communication liaises with staff and service users.

7. To assist colleagues as directed by Line Manager in times of pressure of work.

8. Co-operate in the introduction of new technology and new working practices to ensure the smooth running of the department.

9. Provide excellent telephone skills.

10. Accurately record telephone messages and other enquiries and refer as appropriate.

11. Provide efficient communication and problem solving both face to face via telephone.

12. Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g., aggressive, or demanding behaviour.

13. Attend 1-1 / admin team / departmental meetings on a regular basis.

14. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively.

15. Great attention to detail

16. Engage in the daily huddles to ensure fair delegation of team work

17. Complete other duties at the discretion of management and in the absence of others that may not be in your job description.

Management responsibilities

Knowledge of the full range of Trust administrative policies and ensure staff work to and are aware of relevant policies, procedures and guidelines (especially confidentiality) and propose changes to practices relating to policy and procedures within the service

Ensure health and safety policies are implemented with the staff group e.g. work station assessments etc. Work and support the Admin manager to implement core operational administration systems and services to effectively and efficiently meet service requirements and establish office procedures which reflect good practice.

The Senior administrator will support any redesign work of the integration of administrative service delivery. The support will be both at clinician level and administrative and clerical level; implementing and supporting redesigned processes as directed by the Operational Manager/Administration Manager.

On a day to day basis, the Senior administrator will undertake a variety of administrative and clerical duties; including supporting the Operational Manager and the wider management team to ensure service delivery is effective and efficient. Line management will also form a part of this role.

The Senior administrator will create and maintain interpersonal relationships and possess excellent communication skills to ensure effective working relationships at all levels, internal and external to the Trust, including NHS and non NHS organisations across the national health community.

IMPORTANT INFORMATION, PLEASE READ:

All applicants must be willing to undertake National Security Vetting in order to work in a Prison Setting. This will be completed as part of the pre-employment checks through Oxleas and the prison vetting team.

You will need to provide:

Proof of right to work documentation

Proof of ID, needs to include 1 photographic ID

Proof of address documentation

Non-UK passport holders will need to have correct documentation (right to work in the UK) and a Home office Share code.

Address History:

5 years address history will be needed.

Applicants that are not UK Passport holders who provide less than 5 years UK address history will need to provide a Police Certificate which must be in English from where they resided previously.

Applicants who are UK Passport holders who have lived abroad for a period of more than six months during the last three years will need to provide a certificate of good conduct or an overseas police check in English from the countries resided in or visited.

In order to assist you in obtaining a Police Certificate, guidance can be sought from:https://www.gov.uk/government/publications/criminal-records-checks-for-o...

If the country you have resided in is not listed here, you can obtain the necessary information by contacting the relevant Embassy or High Commission for that Country. Their contact details can be found on the Foreign & Commonwealth Office website (http://www.fco.gov.uk/en).

Person specification

Experience

Essential criteria

• Minimum 3 years Administrative/Secretarial experience working at Senior Level
• Experience of using Microsoft Word packages, in particular Excel
• Experience of using RiO
• Experience of supervisory role and/or management of staff

Skills/Abilities/Knowledge

Essential criteria

• Experience of taking minutes at departmental/interagency meetings
• Ability to demonstrate knowledge of administrative procedures
• Ability to take the initiative to liaise with other departments/agencies

Education/Qualifications

Essential criteria

• Education to GCSE/CSE level C and above or equivalent experience
• NVQ Level 3 in Business and Administration or equivalent
• Evidence of continuing professional development through a series of courses

Desirable criteria

• Experience of supervisory role and/or management of staff

We are committed to creating an inclusive workplace that welcomes and supports individuals of all abilities. Remember, if you meet the minimum criteria for this role and you have a disability, you can be guaranteed an interview under the Disability Confident Scheme - Please ensure you select this on your application form. We would encourage you to be open about your needs so we can work with you to design a comfortable and accessible interview experience. Any information you provide regarding a disability or a need for adjustments will be treated in confidence and will only be shared with colleagues who are supporting this request.

If you require any adjustments to participate fully in the interview process, please let us know by adding the relevant details when scheduling your preferred interview date and time. Please feel free to contact the appointing manager to discuss your needs.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• B4 Senior Admin Patient Experience (PDF, 312.4KB)
• Important Additional Information For Candidates (please read carefully) (PDF, 160.6KB)
• Privacy Notice for Staff (PDF, 268.6KB)
• Staff Benefits (PDF, 2.5MB)