Job summary
This advert is only open to those currently employed by the following organisations
- Mid and South Essex Integrated Care Board
- Mid and South Essex NHS Foundation Trust
- Essex Partnership University NHS Foundation Trust
Secondment until 31 March 2026
9.00 to 5.00pm Monday to Friday -Flexible working arrangements will be considered relative to service requirements
An exciting six month (6) month fixed term opportunity has arisen for an experienced complaints handler who would like to support the Mid and South Essex (MSE) Integrated Care Board (ICB) Patient Experience and Complaints team as a Specialist Administrator/Case Officer.
Working closely with Mid and South Essex Alliances Primary Care and Primary Care Nursing and Quality colleagues, you would be providing day to day specialist administrative support that facilitates resolutions for our MSE ICB patients/service users.
Main duties of the job
As one of three (3) Specialist Administrator/Case Officers handling Primary Care Complaints, you would have your own caseload to manage so the ability to work autonomously and be self-motivated is key to this role.
We also envisage you will have the following attributes
Excellent communicator both written and verbal
Highly organised and works well within a process
A completer/finisher with good attention to detail
Horizon scans for potential issues or escalations
Patient focused and empathetic
On a day to day basis, you will be utilising a Customer Records Management (CRM) database to facilitate your casework as well as the standard word processing and email packages.
For further information please contact Julie Davis julie.davis44@nhs.net or Alix McMahon alix.mcmahon@nhs.net
Interview date to be advised.
About us
Mid and South Essex ICB is a statutory organisation responsible for the planning and delivery of local health and care services, across Mid and South Essex and is part of the wider integrated care system. Integrated Care Systems (ICSs) are partnerships of health and care organisations that come together to plan and deliver joined up services and to improve the health of people who live and work in their area. The headquarters for the organisation is Seax House, Chelmsford. There is a hybrid model of working, which includes attendance at the office in Chelmsford or community visits across Essex and home working.
We are passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better patient outcomes. We welcome applications regardless of peoples age, disability, sex, gender, identity and gender expression, sexual orientation, race or ethnicity, religion or belief. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustment for people who have a disability. We also encourage applicants to raise any personal circumstances they would like us to be aware of so we can consider possible adjustments.
Unfortunately, the organisation does not have a Sponsorship licence.
Job description
Job responsibilities
ROLE PURPOSE / SUMMARY
The Mid and South Essex Integrated Care System will comprise the Integrated Care Board (ICB), which is the statutory body for the NHS, and the Integrated Care Partnership (ICP), which is a committee of the ICB, and brings together key health, care, community and voluntary sector organisations across the area.
The ICS has a bold ambition to deliver improved outcomes for our 1.2m population through our four Alliances, and we are placing clinical and professional leadership and the voice of our residents at the heart of realizing this ambition.
The Complaint Officer will be responsible for complaints co-ordination and administration in line with the Mid & South Essex Integrated Care System Complaints Policy and NHS Complaints Regulations 2009. The post holder will also be responsible for providing an impartial, frontline public enquiries service, receiving and resolving enquiries in a timely manner.
You will be able to work with minimum supervision, prioritising workload, exercising initiative and a problem-solving approach when tackling new areas of work. You will also maintain personal development to meet the changing demands of the job and participate in appropriate training activities. The post holder will demonstrate compassionate communication, partnership, and networking skills, which are needed to create effective working relationships across a range of internal and external stakeholders.
COMPETENCY BASED KEY DELIVERABLES
- To manage an integrated system for handling compliments, comments, concerns, enquiries, and complaints about the services commissioned by Mid & South Essex Integrated Care System in line with national requirements and local policies.
- To support the Quality team to deliver the statutory function of continuous quality improvement, through the commissioning of high-quality services for the local population.
- Ensure that all compliments, comments, concerns, complaints, enquiries are received and responded to in a professional and timely manner and, in accordance with the regulations and are logged onto the data base for effective management, investigation and response.
- Triangulate all patient experience data to provide analysed information on trends to support quality assurance and improvements.
- Work in partnership with directors, service managers, patients, service users and carers, mediators, external organisations, and others to resolve all complaints in line with national regulations.
- Support the innovative development and implementation of the patient experience agenda across commissioned services and within the Integrated care system, using a variety of methodologies. This will include leading on change programmes arising from patient experience intelligence.
- Manage Parliamentary and Health Service Ombudsman and Information Commissioner Enquiries.
- Support Quality Managers to manage quality improvement and assurance processes by sharing information gathered from complaints, concerns, enquiries, and complaints about Providers commissioned by Mid & South Essex Integrated Care System.
- Management of a small number of staff
- Contribute to the delivery of one or more strategic plans, enabling key milestones to be delivered and raising any issues associated with the delivery of plans and workstreams.
- Responsible for decisions made during the course of their duties, seeking guidance and escalating issues where appropriate
Job description
Job responsibilities
ROLE PURPOSE / SUMMARY
The Mid and South Essex Integrated Care System will comprise the Integrated Care Board (ICB), which is the statutory body for the NHS, and the Integrated Care Partnership (ICP), which is a committee of the ICB, and brings together key health, care, community and voluntary sector organisations across the area.
The ICS has a bold ambition to deliver improved outcomes for our 1.2m population through our four Alliances, and we are placing clinical and professional leadership and the voice of our residents at the heart of realizing this ambition.
The Complaint Officer will be responsible for complaints co-ordination and administration in line with the Mid & South Essex Integrated Care System Complaints Policy and NHS Complaints Regulations 2009. The post holder will also be responsible for providing an impartial, frontline public enquiries service, receiving and resolving enquiries in a timely manner.
You will be able to work with minimum supervision, prioritising workload, exercising initiative and a problem-solving approach when tackling new areas of work. You will also maintain personal development to meet the changing demands of the job and participate in appropriate training activities. The post holder will demonstrate compassionate communication, partnership, and networking skills, which are needed to create effective working relationships across a range of internal and external stakeholders.
COMPETENCY BASED KEY DELIVERABLES
- To manage an integrated system for handling compliments, comments, concerns, enquiries, and complaints about the services commissioned by Mid & South Essex Integrated Care System in line with national requirements and local policies.
- To support the Quality team to deliver the statutory function of continuous quality improvement, through the commissioning of high-quality services for the local population.
- Ensure that all compliments, comments, concerns, complaints, enquiries are received and responded to in a professional and timely manner and, in accordance with the regulations and are logged onto the data base for effective management, investigation and response.
- Triangulate all patient experience data to provide analysed information on trends to support quality assurance and improvements.
- Work in partnership with directors, service managers, patients, service users and carers, mediators, external organisations, and others to resolve all complaints in line with national regulations.
- Support the innovative development and implementation of the patient experience agenda across commissioned services and within the Integrated care system, using a variety of methodologies. This will include leading on change programmes arising from patient experience intelligence.
- Manage Parliamentary and Health Service Ombudsman and Information Commissioner Enquiries.
- Support Quality Managers to manage quality improvement and assurance processes by sharing information gathered from complaints, concerns, enquiries, and complaints about Providers commissioned by Mid & South Essex Integrated Care System.
- Management of a small number of staff
- Contribute to the delivery of one or more strategic plans, enabling key milestones to be delivered and raising any issues associated with the delivery of plans and workstreams.
- Responsible for decisions made during the course of their duties, seeking guidance and escalating issues where appropriate
Person Specification
Knowledge and Understanding
Essential
- Knowledge of administrative systems and procedures
- Understanding of practices within required field of work
- Can demonstrate and deliver business acumen in their area of responsibility ensuring value for money
Qualifications
Essential
- Degree or equivalent level of experience in relevant role OR
- Diploma plus evidence of additional training/experience to support the requirements of the role
Partnership Working / Leadership Management
Essential
- Ability to work in a collaborative way across organisational/sector boundaries in order to achieve the highest quality outcomes for patients
- Challenges within remit of the role and escalates appropriately where these principles are at risk of not being upheld
- Role model core behaviours including equity and diversity and maintaining a professional image at all times
Experience
Essential
- Substantial experience of working in a senior administration/secretarial environment
- Experience of working in a service focused environment.
- Experience of managing incoming and outgoing information requirements, handling correspondence/queries which may be complex, sensitive or highly confidential.
Skills
Essential
- Good communications skills using a range of methods e.g., written and verbal.
- High level of attention to detail
- Ability to managing own workload, working to deadlines with minimal supervision
Other
Essential
- Understanding and commitment to the ICB values
- Requirement to spend substantial amounts of time inputting at a keyboard or reviewing computer information via the VDU
- Ability to travel to attend meetings and attend for work at several locations, including home, for the purpose of hybrid working
Person Specification
Knowledge and Understanding
Essential
- Knowledge of administrative systems and procedures
- Understanding of practices within required field of work
- Can demonstrate and deliver business acumen in their area of responsibility ensuring value for money
Qualifications
Essential
- Degree or equivalent level of experience in relevant role OR
- Diploma plus evidence of additional training/experience to support the requirements of the role
Partnership Working / Leadership Management
Essential
- Ability to work in a collaborative way across organisational/sector boundaries in order to achieve the highest quality outcomes for patients
- Challenges within remit of the role and escalates appropriately where these principles are at risk of not being upheld
- Role model core behaviours including equity and diversity and maintaining a professional image at all times
Experience
Essential
- Substantial experience of working in a senior administration/secretarial environment
- Experience of working in a service focused environment.
- Experience of managing incoming and outgoing information requirements, handling correspondence/queries which may be complex, sensitive or highly confidential.
Skills
Essential
- Good communications skills using a range of methods e.g., written and verbal.
- High level of attention to detail
- Ability to managing own workload, working to deadlines with minimal supervision
Other
Essential
- Understanding and commitment to the ICB values
- Requirement to spend substantial amounts of time inputting at a keyboard or reviewing computer information via the VDU
- Ability to travel to attend meetings and attend for work at several locations, including home, for the purpose of hybrid working
