PA to the Patient Engagement and QSG Teams

Job description

Job responsibilities

To act as the first point of contact for the PET via telephone, email, or written correspondence.

Provide accurate information on how to raise a concern or make a complaint in line with Practice procedure.

Liaise with patients or their advocate as directed to obtain further information regarding a complaint or concern.

To accurately record all new concerns, complaints and feedback received by the Practice; maintaining an efficient and up to date filing system for complaints.

Acknowledge receipt of written complaints; liaising with managers to ensure responses are processed on time.

To provide a full and efficient secretarial support to the PET including the taking of notes/ minutes, photocopying, transcription of audio recordings and copy typing and writing letters as required.

To organise meetings and organise venue or digital access for participants as required (e.g. Patient Voice; Quality Safety and Governance (QSG) meetings and Safeguarding meetings), collating and distributing agendas and chasing up any outstanding actions, ensuring notes from meetings are shared appropriately, and stored for future reference.

Assist PEM as required to investigate complaints.

Support with the preparation and circulation of weekly positive staff update on behalf of the PEM.

Assist PET and QSG Teams with gathering and collating of information relating to any incidents as required.

Assist PA to the Exec through providing general PA support during planned and unplanned leave.

Support patient survey processes.

Person Specification

Characteristics

Essential

• Focussed on delivering a quality service.
• Enquiring approach
• Confident with delegated responsibility.
• Good attendance/ time keeping record.
• Physically able to undertake responsibilities of the role.
• Presentable and tidy appearance.
• Can work hours flexibly to suit the requirements of the business (e.g. attending Patient Voice meetings).
• Reliable.
• Self-motivated.

Qualifications

Essential

• Good standard of education standard grades at Grade A-C or equivalent, including maths and English.
• RSAII or equivalent or proven efficient keyboard experience.

Desirable

• Secretarial qualification or equivalent.

Experience

Essential

• Practical experience of customer service and a genuine interest in resolving concerns
• Practical experience of computerised recording systems.
• Minute taking experience.
• Proficient knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Demonstrate an understanding of confidentiality and data protection.
• Experience of scheduling/data handling.

Desirable

• Experience of working in a secretarial role within a General Practice or hospital office environment.
• Working knowledge of medical terminology.
• Experience in organising meetings/events.

Skills and Abilities

Essential

• Excellent communication skills (written and oral).
• Advanced keyboard skills for regular use of computer systems. Able to work comfortably with delegated responsibilities.
• Excellent audio/ copy typing skills.
• Computer/ manual file management.
• Excellent telephone skills/ manner.
• Problem solving skills.
• Ability to use own judgement and common sense.
• Computer literate, advanced use of Microsoft packages.
• Good management and prioritisation of workload with ability to multi-task.
• Able to work well under pressure and to deadlines.
• Ability to work without direct supervision.
• Ability to work well in a team.
• Confidence, tact, diplomacy and emotional intelligence
• Able to demonstrate integrity, common sense and good judgement.
• Able to work with established administrative systems.
• Initiative, flexibility and adaptability.
• Accurate and thorough approach.

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.

Employer details

Employer name

Bay Medical Group

Address

Bay Medical Group

1 Heysham Road

Heysham

Morecambe

Lancashire

LA31DA

Employer's website

https://www.baymedicalgroup.co.uk/ (Opens in a new tab)