Patients Experience Administrator

Job description

Job responsibilities

To provide a comprehensive administration service to the team, receiving and handling complex and sensitive information, producing correspondence, photocopying, emailing, and taking telephone messages into the office.

To support the Patient Experience Team with administrative duties relating to the management of the Friends and Family Test (FFT) process, main task is inputting the paper FFT forms onto an Excel spreadsheet.

To support the collection of completed FFT forms and the distribution and stock levels of FFT information.

Responsibility for ordering and maintaining stationary/equipment requirements using the Trusts electronic ordering system

To produce monthly posters by breaking down FFT response figures and ad hoc information requests showcasing FFT results

Input information received from compliments to a dedicated Excel spreadsheet.

To support the Complaints and PALS team with parts of the process to ensure there are accurate and detailed records on all complaints and concerns on Radar, the Trusts complaints database.

Support Complaints Team to arrange meetings by liaising with staff and patients to agree suitable dates and times

To provide efficient customer focused service to staff that visit or contact the department dealing with enquiries promptly taking action as necessary and directing accordingly.

Participate proactively in projects and service improvements for patient experience.

To maintain constructive relationships with others within and across the Trust and externally in order to improve the effectiveness and efficiency of the service.

MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices. We promote an inclusive workforce and encourage applications from applicants from all backgrounds.

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.

MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.

By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.

Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.

Person Specification

Qualifications and knowledge

Essential

• Good general education, including English at GCSE (Grade C or above) or equivalent

Desirable

• Knowledge of NHS feedback mechanisms

Experience

Essential

• Previous administrative experience
• Demonstrate ability to accurately and efficiently input and retrieve information on a computerised system
• Dealing with enquiries from staff (face to face, emails and telephone calls)
• Time management
• Coping under pressure
• Used to working in a busy environment

Desirable

• Admin experience in a healthcare environment

Skills

Essential

• Effective communication skills
• Good standard of spoken and written English
• IT skills and experience in relation to Microsoft packages including Word, Excel and Outlook
• Attention to detail
• Awareness of confidentiality in the workplace and ability to handle sensitive information appropriately
• Demonstrate communication skills

Personal and people development

Essential

• Evidence of working under pressure to tight deadlines
• Have an excellent attitude towards continuing personal and professional development
• Willingness to learn
• Able to adapt to changing work environment

Communication

Essential

• Good interpersonal skills
• Understanding of confidentiality in the workplace
• Demonstrate excellent communication skills

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.

Employer details

Employer name

Milton Keynes University Hospital NHS Foundation Trust

Address

Complaints & PALS (Dept)

Milton Keynes

MK6 5LD

Employer's website

https://www.mkuh.nhs.uk/working-at-mkuh (Opens in a new tab)