Job summary
We are currently seeking a Patient Relations Advisor to play a key role in the Patient Relations Team which is part of the wider Quality & Safety Team of the Quality, Governance and Performance Assurance Directorate. The post is full time (37.5 hours per week) and is primarily receiving and processing enquiries, complaints and compliments from members of the public and providing a Patient Advice and Liaison Service on behalf of the Trust.
You will be working as part of a small team of Advisors managing the busy telephone line and email inbox, interrogating various systems to extract information for investigations and inputting cases on the Trust's Datix case management system.
Main duties of the job
The Patient Relations Advisors have significant verbal and written contact with patients, their family members, members of the public, other Healthcare staff and YAS management and staff.
We are therefore seeking someone who has excellent written and verbal communication skills, displaying calmness tact and diplomacy, and can evidence their ability to deal with an unpredictable workload, ensuring key priorities and deadlines are met through effective time management.
Experience and knowledge of admins systems and maintaining effective records is essential as is the use of IT systems. You will be an effective team player educated to GCSE standard at Grade C or above in Mathematics and English.
About us
Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.
We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.
We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.
Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.
Benefits:
- Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)
- 27 days annual leave, increasing to 33 with service.
- Contributory Pension.
- NHS Discounts including shops, restaurants, gyms etc.
- Car lease and other salary sacrifice schemes (salary dependent)
- Dedicated employee assistance and counselling service.
- Opportunities for research participation, career progression and ongoing development.
- Well respected, committed and supported staff networks for our workforce.
Check out our YAS One Team Simulation! https://www.nwyhelearning.nhs.uk/elearning/yorksandhumber/yas/yasoneteam/index.html
Job description
Job responsibilities
- Work as a Team to cover incoming telephone lines, ensuring all calls are answered in a timely fashion (in line with KPIs) with sensitivity and empathy as appropriate.
- Receiving calls and emails from members of the public, patients, their family members, carers, professionals from other NHS organisations and partner agencies, MPs and Councillors containing personally sensitive information.
- Taking complaints and other forms of feedback and producing accurate records of issues raised and outcomes being sought.
- Managing the generic email inbox for the team (in line with KPIs).
- Providing a Patient Advice and Liaison service on behalf of all YAS services managing requests for information which is personally sensitive and confidential.
- Identifying the correct process for all contacts and handing-off or progressing as necessary.
- Carrying out low level investigations and research of PALs and lost/found property enquiries.
- Liaising with other departments within YAS as required to build intelligence and maintain a library of contacts, procedures and processes.
- Keep abreast of developments within YAS adding to the teams intelligence and maintaining information resources.
- Resolving and responding to enquiries by letter, email and telephone utilizing high level of knowledge and skills in relation to the protection of personally sensitive and confidential information.
- Ensuring cases are correctly allocated to an appropriate coordinator or manager, where necessary.
- Recording all cases on the Datix database.
- Keeping accurate records of casework activity.
- Extracting information from a variety of YAS IT systems for the investigation of cases by Coordinators.
- Obtaining information from other parts of the service for the investigation of cases by Coordinators.
- Producing and sending written correspondence on behalf of Coordinators.
- Supporting Coordinators in dealing with enquiries regarding ongoing cases.
- Providing support to Coordinators as required.
- Extracting data from the Datix database and assisting with the production of reports.
- Managing records and ensuring data quality is maintained.
- Maintaining registers and logs.
- Following up of actions and chasing responses.
Additional administration duties (including but not exhaustive):
- Managing the information governance requirements for the teams case records, maintaining filing systems, security, confidentiality and disposal.
- Contribute to the training of YAS staff in the use of the Datix system.
- Keeping accurate administrative records and providing reports as required for management purposes.
- Receiving and processing postal correspondence.
- Liaising with other departments as necessary to ensure the effectiveness of office facilities for the team printing, scanning, signing-in records, telephone system.
- Contributing to service improvements/process developments for the team.
- Providing support to the Patient Relations Manager as required.
Job description
Job responsibilities
- Work as a Team to cover incoming telephone lines, ensuring all calls are answered in a timely fashion (in line with KPIs) with sensitivity and empathy as appropriate.
- Receiving calls and emails from members of the public, patients, their family members, carers, professionals from other NHS organisations and partner agencies, MPs and Councillors containing personally sensitive information.
- Taking complaints and other forms of feedback and producing accurate records of issues raised and outcomes being sought.
- Managing the generic email inbox for the team (in line with KPIs).
- Providing a Patient Advice and Liaison service on behalf of all YAS services managing requests for information which is personally sensitive and confidential.
- Identifying the correct process for all contacts and handing-off or progressing as necessary.
- Carrying out low level investigations and research of PALs and lost/found property enquiries.
- Liaising with other departments within YAS as required to build intelligence and maintain a library of contacts, procedures and processes.
- Keep abreast of developments within YAS adding to the teams intelligence and maintaining information resources.
- Resolving and responding to enquiries by letter, email and telephone utilizing high level of knowledge and skills in relation to the protection of personally sensitive and confidential information.
- Ensuring cases are correctly allocated to an appropriate coordinator or manager, where necessary.
- Recording all cases on the Datix database.
- Keeping accurate records of casework activity.
- Extracting information from a variety of YAS IT systems for the investigation of cases by Coordinators.
- Obtaining information from other parts of the service for the investigation of cases by Coordinators.
- Producing and sending written correspondence on behalf of Coordinators.
- Supporting Coordinators in dealing with enquiries regarding ongoing cases.
- Providing support to Coordinators as required.
- Extracting data from the Datix database and assisting with the production of reports.
- Managing records and ensuring data quality is maintained.
- Maintaining registers and logs.
- Following up of actions and chasing responses.
Additional administration duties (including but not exhaustive):
- Managing the information governance requirements for the teams case records, maintaining filing systems, security, confidentiality and disposal.
- Contribute to the training of YAS staff in the use of the Datix system.
- Keeping accurate administrative records and providing reports as required for management purposes.
- Receiving and processing postal correspondence.
- Liaising with other departments as necessary to ensure the effectiveness of office facilities for the team printing, scanning, signing-in records, telephone system.
- Contributing to service improvements/process developments for the team.
- Providing support to the Patient Relations Manager as required.
Person Specification
Essential experience and qualifications
Essential
- oSignificant experience in administrative systems
- oAbility to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management
- oCompetent in the use of data bases, spreadsheets, Power-Point, and ability to extract information and analyse trends
- oExcellent written and oral communication skills
- oExperience of working in a customer service environment
- oEducated to GCSE Standard at Grade C or above in Mathematics and English or equivalent
- oLevel 3 Qualifications e.g. A levels, NVQ3, BTEC certificate or diploma or apprenticeship or equivalent experience. (Equivalent experience constitutes the applicant being able to demonstrate through interview or application from the following, Ability to deliver a high standard of customer service and effectively administrate case management processes, together with the knowledge and experience of the design, analysis and production of some management information including the design and development and application of new administration systems
Person Specification
Essential experience and qualifications
Essential
- oSignificant experience in administrative systems
- oAbility to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management
- oCompetent in the use of data bases, spreadsheets, Power-Point, and ability to extract information and analyse trends
- oExcellent written and oral communication skills
- oExperience of working in a customer service environment
- oEducated to GCSE Standard at Grade C or above in Mathematics and English or equivalent
- oLevel 3 Qualifications e.g. A levels, NVQ3, BTEC certificate or diploma or apprenticeship or equivalent experience. (Equivalent experience constitutes the applicant being able to demonstrate through interview or application from the following, Ability to deliver a high standard of customer service and effectively administrate case management processes, together with the knowledge and experience of the design, analysis and production of some management information including the design and development and application of new administration systems
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
