Putting Things Right (PTR) Call Handler/Administrator

Job description

Job responsibilities

Duties andResponsibilities

To be responsible as the first point of contact for receiving, directing and monitoring calls from complainants.

To obtain accurate details from the complainant, maintaining confidentially and ensuring compliance with General Data Protection Regulations (GDPR).

To maintain an empathetic approach, whilst interpreting the needs of distressed /bereaved complainants.

Discuss and agree actions with the Concerns Manager or experience member of the team, to facilitate early resolution wherever possible.

Ensure detailed and accurate logging of information received from the complainant onto RLDatix.

Provide administrative support to the Putting Things Right Team in dealing with complaints.

Copy typing of correspondence to an accurate standard and within time limits thus requiring advanced keyboard skills. Complaint letters and serious incident reports can contain sensitive and clinical information and the role can involve typing letters or reports of a distressing nature.

Use and knowledge of RLDatix to assist with the maintenance of an electronic filing system for complaints and serious incidents.

Assist in the complaints process for ensuring that draft complaint response letters that are sent to the Putting Things Right Team are correctly formatted and printed, prior to sign off by the Chief Executive.

Ensure all signed responses, and any supporting documents, are sent out in line with the PTR process and in a timely manner.

Use electronic diary to assist in arranging meetings for the Putting Things Right Team.

To co-ordinate training sessions/book rooms and venues and set up equipment as requested or as and when required.

The post holder will be required to use the software packages that are in operation within the Health Board including, Word, Excel, PowerPoint and Outlook. Also, input and access information on RLDatix (i.e., web based Datix for incidents and separate module for complaints).

To approach the role with utmost confidentiality, ensuring that systems are in place to maintain the confidential nature of the issues being addressed.

Maintain a robust system for capturing messages and feeding these back to the Putting Things Right Managers.

General office duties such as filing, photocopying and scanning documents and maintaining and monitor of mail log.

Provide support to the Public Services Ombudsman for Wales (PSOW) and the Serious Incident Team, if required.

To follow and adhere to departmental and ABUHB policies and procedures.

To demonstrate own duties to new starters as required.

Communication

The post holder must demonstrate a professional approach and follow general GDPR regulations, as they will be dealing with many contacts, both within and outside the Health Board, where information is often highly confidential.

Exercise judgement and tact when dealing with telephone messages from staff and members of the public, passing them on appropriately and using own initiative to respond to them as required. Dealing with sensitive enquiries from patients and their relatives with regard to concerns about clinical care in a sympathetic and caring manner, sometimes in distressing circumstances.

Dealing with telephone calls from members of the public often necessitating the need to be diplomatic and show empathy as required.

Ability to recognise when further professional /clinical support is required.

Information Resources

Support the team in relation to the recruitment process via Trac system ensuring vacancy approval is undertaken in a timely manner and coordinating diaries to accommodate shortlisting and interviewing schedule and that post interview procedure is followed.

To ensure all staff information is entered in a timely and systematic manner in order to facilitate the production of up-to-date and accurate reports.

Responsibilities for Financial Resources

To process requisitions via Oracle

This exciting opportunity has arisen to join a motivated, dynamic, Corporate 'Putting Things Right' Team. These part time roles involve being first point of contact for people raising telephone concerns, along with wider administrative support provision to the 'Putting Things Right' team.Are you a caring, compassionate, professional person who wishes to make a real difference? If you have excellent interpersonal skills, are a greatcommunicator, are flexible, approachable and a team player this could be the role for you.

You will be required to work proactively, enthusiastically, and collaboratively with the wider Health Board to improve quality and patient safety.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification

Other

Essential

• Flexible approach to work and working arrangements

Aptitude and Abilities

Essential

• Excellent telephone manner and ability to deal with distressed callers
• Ability to prioritise, plan workload effectively and identify urgent action
• Good communicator and interpersonal skills, both verbal and written
• Ability to work under pressure

Desirable

• Negotiation skills

Experience

Essential

• Knowledge and experience of administrative procedures, IT skills
• Experience of working in a customer focused environment.
• Liaising/communicating with all levels of stakeholders

Desirable

• Previous experience of working in an NHS setting
• Working experience of ABUHB E-Systems (e.g. Datix/RLDatix)

Qualifications and or Knowledge

Essential

• Knowledge of administrative procedures and systems, some of which are non-routine, and non-routine activities such as answering queries, progress chasing, task related problem solving, acquired through experience and training to Vocational Level 3 or equivalent demonstrable experience

Desirable

• Welsh language level 3 or fluent Welsh speaker
• ECDL qualified

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

Aneurin Bevan University Health Board

Address

Headquarters St Cadoc's Hospital ,

Lodge Road

Caerleon

NP18 3XQ

Employer's website

https://abuhb.nhs.wales/ (Opens in a new tab)