Band 3 Patient Relations Helpline Advisor

1 week ago

Birmingham, United Kingdom University Hospitals Birmingham Full time

**Job summary**:
We are looking for a well-motivated, friendly and hardworking individual to join our Patient Relations Team which delivers Complaints and PALS services at University Hospitals Birmingham.

The work will be varied, interesting and challenging, requiring flexibility and responsiveness. You will be responsible for receiving all Patient Relations telephone contacts, understanding feedback and processing information within timescales using systems to deliver an accessible and efficient service to all callers and enquirers.

This is an exciting opportunity to join the Patient Relations helpline to provide a friendly and caring PALS service to patients, families, carers and others so that we can provide them with the best experience and support to resolve their enquiry or concerns.

**Main duties, tasks & skills required**:

- Providing information, support and signposting
- A friendly and helpful telephone manner
- Good written and oral communication skills
- Ability to work to deadlines
- Experience of working with IT systems with good typing skills
- Ability to enter data and information into a database accurately
- Maintaining good record keeping and documentation
- A working knowledge of the Microsoft Office packages
- A working knowledge of a telephone directory

**About us**:
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

**Job description**:
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

**Person specification**:
**Qualifications**:
**Essential**:

- Good general education including GCSE English and Maths A-C / level 9-4.
- NVQ level 3 Business Admin or equivalent experience in an administrative/customer services role.

**Experience**:
**Essential**:

- Experience of working with the public/customer services.
- Experience of administration work and establishing admin processes.
- Experience of working with a range of IT systems including Microsoft office packages (e.g. Word, Excel, Outlook).
- Understanding of data protection principles and patient confidentiality.
- Must be able to demonstrate understanding of equality and diversity.
- Understanding of the Trust's Visions and Values.

**Desirable**:

- Experience of working in healthcare / busy environment.
- Experience of data entry.
- Awareness of NHS complaints procedure.
- Understanding of local and national NHS structure.
- Awareness of the PALS procedure.

**Additional Criteria**:
**Essential**:

- Good communication/customer service skills both written and verbal, demonstrating professionalism, sensitivity and compassion.
- Organisational/time management skills to include prioritisation of duties and working to tight deadlines without direct supervision.
- Good keyboard / IT skills.
- Ability to problem solve.
- Ability to pay attention to detail where there are interruptions to the work pattern.
- Ability to deal with stressful situations and sensitive issues while ensuring that all information is recorded accurately.
- Able to respond effectively to working alone or in a team.
- Ability to deal with distressing situations - poorly and or difficult patients/relatives.
- Confident at dealing with a range of different people at all levels.
- Able to work and travel across all UHB sites as required by the role.
- Ability to use initiative.
- Respectful.
- Flexible.
- Reliable and punctual.
- Approachable.

**Disclosure and Barring Service Check**:

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