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Patient Advice and Liaison Officer

4 months ago

Bournemouth, United Kingdom Westbourne Medical Centre Full time

Westbourne Medical Centre is a friendly and supportive place to work with an increasing patient list size of 21,000. It’s a primary care setting where you can personally and professionally grow. We are looking for an individual who has positive energy, enthusiasm, and commitment to deliver a high-level patient-centred service.

The Patient Advice and Liaison Officer is a new role and the person holding this post will be representing the voice of Westbourne Medical Centre.

You will work both independently and within a team to deal with patients’ queries and complaints regarding our services, keeping them informed of the status of their queries with a focus on delivering best solutions and improving our services.

Strong skills in problem solving, diplomacy and building strong relationships across all levels will help you to excel in this position.

We are looking for an organised person with experience in managing customer/patient expectations. This role will be suitable for someone who enjoys dealing with people and has experience in customer/patient service, including dealing with complaints.

This will be a great opportunity for someone who is looking for a new or more advanced challenge and wants to take on more responsibilities.

In return we will offer a supportive working environment, opportunities for learning and development.

Position Requirements:

- Minimum 2yrs experience of working in customer/patient service.
- Excellent written skills, including drafting of investigation reports and letters.
- Excellent IT skills
- Strong verbal communication skills
- Strong call handling skills
- Diplomacy, discretion, and the ability to manage sensitive situations effectively.
- Strong organisation skills in maintaining administrative records.
- Analytical and logical approach to problem-solving
- Self-motivated and focused

Welcomed attributes:

- Previous NHS Experience
- Previous experience of using SystmOne

General responsibilities:
Supporting the Practice Manager in complaints management including:

- Investigating complaints
- Writing draft letters
- Keeping an up-to-date log of complaints; generating reports, analysing trends
- Meeting with patients/families to discuss their concerns/feedback.
- Assisting clinicians with complaints, when necessary
- Liaising with external stakeholders
- Feedback to the management team any problems/issues patients are experiencing and work with the management team to resolve issues and/or improve processes.

Managing incoming feedback via:

- Verbal
- Telephone
- Written
- Face to Face
- Friends and Family Test feedback and submitting results monthly.
- Google reviews
- NHS Choices reviews
- PPG Facebook page patient queries

Services Promotion:

- Answering patients’ questions regarding our services
- Proactively educating patients about our services
- Promoting any software that enables patients to use our services.

**Job Types**: Part-time, Permanent

**Salary**: £14.50-£15.50 per hour

Expected hours: 21 per week

**Benefits**:

- Company pension
- Sick pay
- Work from home

Schedule:

- Flexitime
- Monday to Friday
- No weekends

Ability to Commute:

- Bournemouth (required)

Work Location: Hybrid remote in Bournemouth

Application deadline: 22/03/2024