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Patient Experience and Complaints Administrator

4 months ago

Birmingham, United Kingdom NHS Birmingham and Solihull Integrated Care Board Full time

An exciting opportunity to provide full administrative support to Patient Experience and Complaints (PE&C)function within the NHS Birmingham and Solihull Integrated Care Board. You will play an important role in the establishment of a more integrated health and care system which better meets the needs of our population

The post holder will provide full administrative support to the PE&C team, acting as the first point of contact and effectively dealing with and responding to a range of queries from patients, family member and carers, internal and external stakeholders. This will include passing on relevant information to appropriate team members sensitively, tactfully and autonomously.

Providing overall administrative support to the PE&C function including the maintenance of accurate records as well as distribution and receipt, as well as production of key documents for the department.

You will have key relationships with Internal and external stakeholders (e.g other Complaints and Patient Advice and Liaison Services) and you will need good communication skills with the ability to provide advice and signposting to other organisation as well as assisting with resolving of patient related concerns.

As a member of our system you will actively demonstrate system values in all that you do. You will be driven to address health inequalities and create an environment that is inclusive for all people.

In return NHS Birmingham and Solihull can offer you the opportunity to thrive and develop in a team that is supportive, ambitious and inclusive. You will have plenty of opportunities to build your skills and experience, with a chance to work with colleagues across our five Provider Trusts, two Local Authorities, voluntary organisations, Integrated Care Board (ICB) and NHS England to truly effect change and add value.

**The Job holder will be accountable for**:
The post holder will provide full administrative support to their team, acting as the first point of contact and effectively dealing with and responding to a range of queries from internal and external stakeholders. This will include passing on relevant information to appropriate team members sensitively, tactfully and autonomously.

Providing overall administrative support to the PE&C function including the maintenance of accurate records as well as distribution and receipt, as well as production of key documents for the department.

**1. Key Relationships**:

- Senior Patient Experience and Complaints Manager
- Patient Experience and Complaints Manager
- Patient Experience and Complaints Officer
- CHC Service
- Providers
- Local Authority
- Safeguarding Leads
- Infection Control Leads
- Medicines Management Leads
- Neighbouring ICB’s