Job summary
An exciting opportunity has arisen to become an integral member of the newly established Patient Advice and Liaison Service (PALs), together with the Resolution Team. The Administrator role is often the first point of contact for patients, families and service users wishing to contact us to raise concerns or patient safety events.
We are committed to providing the required knowledge and skills to either start or continue your development in this field of enquiries and assessment of concerns raised with our service.
Main duties of the job
The successful candidate should have an interest in helping people. A caring and empathetic nature and keen attention to detail. Confidence in speaking on the telephone is a core function of this role, as is using initiative and signposting queries within the Trust.
For more information about this vacancy, please contact Michael Lee, Resolution caseworker.
Michael.Lee@nwas.nhs.uk
0151 452 1642
About us
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Job description
Job responsibilities
Please ensure that you have read the full Job Description and Person Specification before applying for this role.
Job description
Job responsibilities
Please ensure that you have read the full Job Description and Person Specification before applying for this role.
Person Specification
Qualifications and Education
Essential
- 3 GCSEs or equivalent, must include English.
Skills and Abilities
Essential
- Able to communicate across wide demographic boundaries in an appropriate manner.
- Respects and applies patient confidentiality at all times.
- Ability to remain calm, especially when dealing with distressed people, or those with a range of difficulties.
- Able to manage own workload, working to tight and changing timescales.
- Excellent interpersonal skills.
- Excellent keyboard skills.
Knowledge and Experience
Essential
- Good working knowledge of MS Office Products.
- Experience of complaints management / customer service
- Good written and verbal communication skills.
Desirable
- Experience of complaints management / customer service within a healthcare organisation
- Knowledge of Datix.
Person Specification
Qualifications and Education
Essential
- 3 GCSEs or equivalent, must include English.
Skills and Abilities
Essential
- Able to communicate across wide demographic boundaries in an appropriate manner.
- Respects and applies patient confidentiality at all times.
- Ability to remain calm, especially when dealing with distressed people, or those with a range of difficulties.
- Able to manage own workload, working to tight and changing timescales.
- Excellent interpersonal skills.
- Excellent keyboard skills.
Knowledge and Experience
Essential
- Good working knowledge of MS Office Products.
- Experience of complaints management / customer service
- Good written and verbal communication skills.
Desirable
- Experience of complaints management / customer service within a healthcare organisation
- Knowledge of Datix.
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).
Employer details
Employer name
North West Ambulance Service NHS Trust
Address
Complaints & Legal Services
Estuary Point/Broughton
Estuary Point/Broughton
L24 8RL
Employer's website
https://www.nwas.nhs.uk/ (Opens in a new tab)
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