Senior Operations Assistant

1 week ago


Norwich, Norfolk, United Kingdom Norfolk and Norwich University Hospitals NHS Foundation Trust Full time
PALS and Complaints Admin assistant (NHS AfC: Band 3) - Patient Experience - Norfolk and Norwich University Hospitals NHS Foundation Trust
Norfolk and Norwich University Hospitals NHS Foundation Trust – Norwich, Norfolk
9 Month fixed term contract/secondment opportunity.

To ensure the efficient day to day running of the Patient Advice & Liaison Service (PALS) and Complaints Service.

To provide effective and efficient clerical support to the PALS and Complaints Manager and Patient Experience Team

This role is key to support the accurate processing, acknowledging of complaints supporting the wider team to deliver the best service possible to the families and patients supported.

Part time: 21.To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH's 'PRIDE' values of People focused, Respect, Integrity, Dedication and Excellence.

To act as an efficient and approachable support service to enquirers contacting the PALS and complaints service or the Patient Experience Team, including user groups.

We can offer you the full range of NHS benefits/discounts and in addition:
Discounted gym memberships
Excellent pension scheme and annual leave entitlement
Wagestream - access up to 40% of your pay as you earn it
Free Park & Ride service direct to NNUH site
On-site cafes offering staff discounts
Flexible staff bank
Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Support the PALS and Complaints team to deal efficiently and effectively with direct and indirect (i.e. telephone, face to face) enquiries from patients, all levels of medical and nursing staff, GPs, Social Services and other health professionals and staff.

Attend to all communications, for example, emails, and letters, phone calls, on a daily basis and prioritising and actioning as required.

Assist patients and their Carers by arranging translation/interpretation facilities.
Assist the PALS and Complaints Team with data management utilising PAS and other departmental patient databases.
Assist PALS and Complaints cases and investigations, recording results and outcomes, escalating to senior staff as required.
Don't transfer any money or complete suspicious online surveys.

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