Job summary
Inspire Health is looking to appoint an individual to join our friendly and progressive team as Patient Liaison and Complaints Officer.
Our Patient Liaison and Complaints Officer will work with the Management Team at Inspire Health
being the first point of contact in supporting patients with advice, addressing
concerns, and dealing with incoming complaints. The role will include liaising
with our Patient Participation Group (PPG).
Our Patient Liaison and Complaints Officer will work across Inspire Heath
demonstrating a caring and empathetic manner, monitoring patient experience and
identifying patient problem trends.
Main duties of the job
- Dealing with concerns and complaints
- Liaising with our Patient Participation Group
- Overseeing Patient Communication
- Maintain excellent Service Delivery
About us
Inspire Health is a
dynamic health organisation, based in 2 modern premises in central Chesterfield
and Hasland.
There are good public
transport and road connections to our sites, all of which are a short drive
away from both the M1 motorway and the Peak District.
Inspire Health is a
progressive medical health care provider, offering excellent NHS service
delivery and patient care to diverse communities across a variety of settings.
The group delivers care to in excess of 20000 registered patients.
Inspire Health is
committed to promoting equality of opportunity for all staff and job
applicants. We aim to create a working environment in which all individuals are
able to make best use of their skills, free from discrimination or harassment,
and in which all decisions are based on merit.
Salary package is
competitive and includes:
NHS Pension
6 weeks annual leave
plus bank holidays (pro rata if less than full time)
Job description
Job responsibilities
Please see attached Job
Description. To apply, please click APPLY
FOR THIS JOB - this link will take you to the NHS Jobs Recruitment Site. You
will need to register if you do not already have an account.
Job description
Job responsibilities
Please see attached Job
Description. To apply, please click APPLY
FOR THIS JOB - this link will take you to the NHS Jobs Recruitment Site. You
will need to register if you do not already have an account.
Person Specification
Qualifications
Essential
- Recognised qualification in literacy and numeracy
- (Minimum GCSE English and Mathematics or equivalent)
Desirable
- Communications Skills Training
- Customer Care Training
- IT qualification or experience
Experience
Essential
- Experience of dealing with patients/ service users or customers
- Experience in working with members of the public
- Experience of working in a busy environment
- Proficient use of Microsoft Package & Email System
Desirable
- Experience of working in the NHS or a caring or similar organisation
- Experience of handling complaints
- Experience of TPP Systmone clinical system
Qualities/ Attributes
Essential
- Excellent communication and interpersonal skills, both written and verbal
- Ability to apply tact and sensitivity to establish trust and confidence
- Ability to analyse problems and find effective solutions
- Good decision-making skills
- Ability to resolve complex issues efficiently
- Willingness to develop new skills and undertake training
- Ability to work accurately and effectively as directed
- Ability to work on own initiative and in a team
Skills and Knowledge
Essential
- Good knowledge of Patient Confidentiality, Information Governance and Data Protection Standards
- Ability to work to deadlines
Desirable
- Knowledge of medical/ healthcare terminology
Person Specification
Qualifications
Essential
- Recognised qualification in literacy and numeracy
- (Minimum GCSE English and Mathematics or equivalent)
Desirable
- Communications Skills Training
- Customer Care Training
- IT qualification or experience
Experience
Essential
- Experience of dealing with patients/ service users or customers
- Experience in working with members of the public
- Experience of working in a busy environment
- Proficient use of Microsoft Package & Email System
Desirable
- Experience of working in the NHS or a caring or similar organisation
- Experience of handling complaints
- Experience of TPP Systmone clinical system
Qualities/ Attributes
Essential
- Excellent communication and interpersonal skills, both written and verbal
- Ability to apply tact and sensitivity to establish trust and confidence
- Ability to analyse problems and find effective solutions
- Good decision-making skills
- Ability to resolve complex issues efficiently
- Willingness to develop new skills and undertake training
- Ability to work accurately and effectively as directed
- Ability to work on own initiative and in a team
Skills and Knowledge
Essential
- Good knowledge of Patient Confidentiality, Information Governance and Data Protection Standards
- Ability to work to deadlines
Desirable
- Knowledge of medical/ healthcare terminology
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.
