Job summary
We are seeking to recruit a dynamic and committed Patient
Experience Administrator who shares Haxby Groups 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 focussed service provision, aiming to resolve
queries, concerns and complaints quickly, effectively and in accordance with
Haxby Group Policies and the NHS complaints regulations.
Candidates please note interviews are planned for 30 March 2026.
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, as well as
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.
We pride ourselves on our approach to continual learning and
improving, striving to create a complaint handling service that reflects
national best practice and to use every complaint as an opportunity to better
understand and improve the quality of our services.
Successful candidates will receive competitive benefits, as
well as ongoing personal development opportunities. Education and development
are key to everything we do at Haxby Group, and we pride ourselves on providing
exceptional training and professional development in a high-achieving
environment.
About us
We embrace diversity and talent in all parts of the
organisation, and we value the strengths of the whole team. We also aim to be
supportive of all our staff, and strive to achieve a strong balance,
professionally, personally, and organisationally.
We are a leading primary care organisation that delivers
high quality care from GP practices in York, Hull and Scarborough. Innovative
and committed, we are at the forefront of developments within our field. We are
well organised and deliver high quality care with a range of friendly and
supportive staff.
Selection for Interview process
If you are applying through NHS Jobs, you will
notice you are asked if you would like a guaranteed interview as part of the
Two Tick disability scheme. Whilst this is an admirable government initiative,
please be aware we are not signed up to this scheme. This is a question on the
NHS jobs application form which is outside of our own control. Our own process
ensures we consider candidates on the merit of their application only and we do
not ask any questions regarding a disability as part of our selection process
Job description
Job responsibilities
- 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 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 and 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 meeting, 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.
Job description
Job responsibilities
- 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 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 and 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 meeting, 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
Knowledge/Qualifications/Skills
Essential
- GCSE level (or equivalent) to include English and Maths.
- Excellent customer service skills.
- Good administrative and organisational skills.
- IT literate with good keyboard skills.
- Excellent telephony skills.
- Understand and observe strict confidentiality.
Desirable
- 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
Essential
- Able to work at the desired times.
- Flexibility of hours for cover.
- Good sickness record.
Desirable
- Non-smoker.
- Car driver/clean licence
Physical Requirements
Essential
- Able to undertake the requirements of the post.
Desirable
- Reliable.
- Flexible.
- Excellent attendance record.
Competencies/Qualities/Attributes
Essential
- An interest in primary care.
- Excellent communication (written and verbal).
- 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.
- Enthusiastic.
- Commitment to personal development.
Desirable
- Experience in public/patient-facing role.
- Experience of working in a customer service/complaints role.
Person Specification
Knowledge/Qualifications/Skills
Essential
- GCSE level (or equivalent) to include English and Maths.
- Excellent customer service skills.
- Good administrative and organisational skills.
- IT literate with good keyboard skills.
- Excellent telephony skills.
- Understand and observe strict confidentiality.
Desirable
- 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
Essential
- Able to work at the desired times.
- Flexibility of hours for cover.
- Good sickness record.
Desirable
- Non-smoker.
- Car driver/clean licence
Physical Requirements
Essential
- Able to undertake the requirements of the post.
Desirable
- Reliable.
- Flexible.
- Excellent attendance record.
Competencies/Qualities/Attributes
Essential
- An interest in primary care.
- Excellent communication (written and verbal).
- 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.
- Enthusiastic.
- Commitment to personal development.
Desirable
- Experience in public/patient-facing role.
- Experience of working in a customer service/complaints role.
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.
