National Patient Experience Officer
7 months ago
We are looking for a full time Patient Experience Officer to join our National Patient Experience Team to work Hybrid/remotely.
This is an innovative role, taking responsibility for the timely processing of patient requests and resolving queries as required; this includes managing new patient registrations and patient facing administrative requests, website queries, feedback, engagement and complaints.
The post-holder will work in collaboration with local divisions and the National Modality Business Support Team to support engagement events and provide continuous improvement of patient experience.
**As an employee with us you can benefit from**:
Enrolment to the NHS pension scheme
Annual leave minimum 27 days, plus 8 days bank holiday pro rata
Employee discounts and benefits scheme
Employee assistance programme (EAP)
Education and career pathways
Enhanced Family friendly policies
Flexible working
Wellbeing support and initiative
If you are interested please read on
Main duties of the job
We are looking for individuals with outstanding communication abilities, a range of IT skills and who are experienced in providing customer care. The postholder will need to confidently evidence excellent interpersonal skills, a friendly approach, enthusiasm, attention to detail and the organisation and self-motivation to manage their own caseloads and deadlines effectively.
The role is not a regular 9am-5pm job; the job requires innovation, flexibility, and commitment. The postholder will be required to work resourcefully as part of the team to ensure tasks are completed.
About us
We are one of the largest GP super-partnerships in the UK, serving over 450,000 patients and with a workforce of 1500+. We are unique, we are always looking at ways to improve our delivery of services through the implementation of new and innovative solutions that we can scale across the organisation.
All employees are welcome to enrol in our employee benefits scheme and NHS pension scheme. We are committed to developing our people through education and career pathways.
Job descriptionJob responsibilities
Please refer to the supporting documents section to retrieve the JD detailing the core responsibilities of this role.
**Please note: Modality Partnership reserves the right to close this vacancy at any point during the recruitment stage.**
**Pre-employment**
**Vaccinations**
As part of recruitment to the Modality Partnership, we will be checking the vaccination status of all new starters so that we can manage individual and environmental risks. We will offer support to those who may be undecided about vaccinations. Some vaccinations for certain roles are mandatory, and you will be asked to provide evidence of this where there is a mandatory requirement.
**Right to work checks**
All applicants invited for interview will need to prove their right to work in the UK at the interview stage.
**References**
References must be secured prior to beginning employment, one must be your current or most recent employer.
**Employment history**
You must notify us of any employment gaps of 6 weeks or more.
Person SpecificationExperienceEssential
- 1 years experience in a professional management, customer service or complaints handling role within General Practice (M)
- Educated to NVQ Level 6 (Degree) or equivalent experience (D)
- Experience of gathering facts and evidence relating to a wide range of issues and from different sources (E)
- Experience of analysing and interpreting information (E)
- Experience of writing reports, letters and utilising the information provided by others (E)
- Experience of liaising with external agencies and organisations and across hierarchical borders (D)
- Experience of handling complaints and knowledge of public sector response targets (D)
- Experience of working in a health/social care environment (D)
KnowledgeEssential
- Knowledge of communication channels and effective multi-channel communication (E)
- Understands Primary Healthcare (D)
- Understands NHS systems and processes (D)
- A demonstrated understanding of Equality and Human Rights (D)
SkillsEssential
- Proficient in Microsoft packages (including MS Excel and PowerPoint) (M)
- Use of clinical systems i.e. SystmOne or EMIS (D)
- Ability to analyse data and identify themes and trends (E)
- Able to work well under pressure and deliver to tight timescales (M)
- Well organised (M)
- Experience of dealing with conflict and working with colleagues to agree remedial action as required (E)
- Ability to influence and negotiate where appropriate (E)
- Excellent verbal and written communication skills to individuals at all levels within and outside of the organisation (E)
- Ability to effectively deal with difficult situations (E)
- Strong work ethic as part of a team and working on own initiative (E)
Personal QualitiesEssential
- Able to work well under pressure and deliver to tight timescales
- Well organised
- Flexibility of working hours/able
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