Senior Patient Experience Administrator

Job description

Job responsibilities

KEY RESPONSIBILTIES / OUTCOMES

1. Monitor and track all correspondence, complaints, medical records, and queries from internal stakeholders (business hub), patients and external stakeholders.

2. To receive, investigate and satisfactory resolve patient and service user enquiries received via the complaints boxes with escalation / assistance from the line manager.

3. Provide a timely response to all correspondence, complaints, medical records, and queries in line with trusts policy and departmental SOPs.

4. To provide an empathetic and responsive advice service to patients and other staff

5. To frequently communicate with patients on the telephone and via written / email communication

6. To record any conversations / notes accurately on a patients record.

7. To work as part of a team, communicating with the patients and escalating where necessary

8. To escalate any appeal responses to the line manager

9. To be aware of the difference between experiences and formal complaints.

10. To assist with collecting and auditing organization-wide patient feedback.

11. To record and maintain PASL enquiries on the Datix database system, escalating issues where necessary.

12. To support the keeping in touch service by responding to enquiries arranging communications including video calls and writing for patients.

13. To escalate enquiries to the Admin Manager when appropriate.

GENERAL ADMINISTRATIVE

1. To be able to demonstrate good communication skills at all times and to behave in a polite, professional, and respectful way towards others in line with Oxleas Values

2. Receiving and dealing with telephone enquiries as appropriate

3. Input and look up data on Trust IT systems in accordance with Trust Policy

4. To ensure post is opened daily and dealt with accordingly.

5. Photocopying, scanning, and filing letters as required.

6. Communication liaises with staff and service users.

7. To assist colleagues as directed by Line Manager in times of pressure of work.

8. Co-operate in the introduction of new technology and new working practices to ensure the smooth running of the department.

9. Provide excellent telephone skills.

10. Accurately record telephone messages and other enquiries and refer as appropriate.

11. Provide efficient communication and problem solving both face to face via telephone.

12. Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g., aggressive, or demanding behaviour.

13. Attend 1-1 / admin team / departmental meetings on a regular basis.

14. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively.

15. Great attention to detail

16. Engage in the daily huddles to ensure fair delegation of team work

17. Complete other duties at the discretion of management and in the absence of others that may not be in your job description.

Management responsibilities

Knowledge of the full range of Trust administrative policies and ensure staff work to and are aware of relevant policies, procedures and guidelines (especially confidentiality) and propose changes to practices relating to policy and procedures within the service

Ensure health and safety policies are implemented with the staff group e.g. work station assessments etc. Work and support the Admin manager to implement core operational administration systems and services to effectively and efficiently meet service requirements and establish office procedures which reflect good practice.

The Senior administrator will support any redesign work of the integration of administrative service delivery. The support will be both at clinician level and administrative and clerical level; implementing and supporting redesigned processes as directed by the Operational Manager/Administration Manager.

On a day to day basis, the Senior administrator will undertake a variety of administrative and clerical duties; including supporting the Operational Manager and the wider management team to ensure service delivery is effective and efficient. Line management will also form a part of this role.

The Senior administrator will create and maintain interpersonal relationships and possess excellent communication skills to ensure effective working relationships at all levels, internal and external to the Trust, including NHS and non NHS organisations across the national health community.

IMPORTANT INFORMATION, PLEASE READ:

All applicants must be willing to undertake National Security Vetting in order to work in a Prison Setting. This will be completed as part of the pre-employment checks through Oxleas and the prison vetting team.

You will need to provide:

Proof of right to work documentation

Proof of ID, needs to include 1 photographicID

Proof of address documentation

Non-UK passport holders will need to have correct documentation (right to work in the UK) and a Home office Share code.

Address History:

5 years address history will be needed.

Applicants that are not UK Passport holders who provide less than 5 years UK address history will need to provide a Police Certificate which must be in English from where they resided previously.

Applicants who are UK Passport holders who have lived abroad for a period of more than six months during the last three years will need to provide a certificate of good conduct or an overseas police check in English from the countries resided in or visited.

In order to assist you in obtaining a Police Certificate, guidance can be sought from:https://www.gov.uk/government/publications/criminal-records-checks-for-overseas-applicants

If the country you have resided in is not listed here, you can obtain the necessary information by contacting the relevant Embassy or High Commission for that Country. Their contact details can be found on the Foreign & Commonwealth Office website (http://www.fco.gov.uk/en).

Person Specification

Experience

Essential

• Minimum 3 years Administrative/Secretarial experience working at Senior Level
• Experience of using Microsoft Word packages, in particular Excel
• Experience of using RiO
• Experience of supervisory role and/or management of staff

Skills/Abilities/Knowledge

Essential

• Experience of taking minutes at departmental/interagency meetings
• Ability to demonstrate knowledge of administrative procedures
• Ability to take the initiative to liaise with other departments/agencies

Education/Qualifications

Essential

• Education to GCSE/CSE level C and above or equivalent experience
• NVQ Level 3 in Business and Administration or equivalent
• Evidence of continuing professional development through a series of courses

Desirable

• Experience of supervisory role and/or management of staff

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.

Certificate of Sponsorship

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

Oxleas NHS Foundation Trust

Address

HMP Wandsworth

Heathfield Road

London

SW18 3HU

Employer's website

http://oxleas.nhs.uk/ (Opens in a new tab)