Claims, Inquests and Complaints Co-Ordinator

Job summary

We are recruiting for a Claims, Inquests and Complaints Co-Ordinator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

The Complaints Team is a small, dedicated team of staff whose priority is to engage with the complainant or relative as the first point of contact and to maintain good communication until resolution is achieved. The Claims and Inquests team manage all claims that are made against the Trust, liaise with the coroner with regards to Inquests and support staff.

The teams have a strong work ethic and camaraderie with a willingness to go the extra mile to support both patients and staff. Each day is different and being able to self-motivate and prioritise when competing tasks present is key to the success of the team. Good communication within the team as we work within timeframes and follow processes, maintaining confidentiality and with a keen eye for detail results in success.

The ideal candidate will have highly effective communication skills, along with great attention to detail and time management skills.

Our Values are Include, Respect, and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!

Main duties of the job

The post holder will provide an efficient and effective highly confidential administration service for Solicitors, third party, and patient requests for access to Health Records under GDPR and Access to Health Records Act.

The post holder will contribute to the provision of a comprehensive complaints service, dealing with service users' complaints, concerns, and enquiries, accurately recording and logging these, and supporting timely responses.

This position involves liaising with outside agencies such as Solicitors, Social Services, Police and other government departments, direct contact with public, patients and their relatives, and medical, nursing, and administrative staff in the hospital. The Post holder will be required to work independently using own initiative and on occasion deal with issues of a very delicate and difficult nature.

The Post holder must pay particular attention to detail applying their analytical skills in the processing of requests for information, and work to deadlines whilst managing and prioritising their own workload

About us

At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford
• Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We understand that finding and starting a new job is an important life decision. If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.

We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Employer details

Employer name

East and North Herts NHS Trust

Address

East & North Hertfordshire Trust

Corey Mill Lane

Stevenage

SG1 4AB

Employer's website

https://www.enherts-tr.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

East and North Herts NHS Trust

Address

East & North Hertfordshire Trust

Corey Mill Lane

Stevenage

SG1 4AB

Employer's website

https://www.enherts-tr.nhs.uk/ (Opens in a new tab)

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