Band 3 Patient Relations Administrator

5 months ago


Birmingham, United Kingdom University Hospitals Birmingham Full time

**Job summary**:
As part of the Patient Relations Team, which incorporates PALS and Complaints services,

the post-holder will deliver an effective, responsive and high-quality service in line with local

and national standards, best practices and Patient Relations policies and procedures.

The Patient Relations Administrator will support all of the Patient Relations Team's administrative functions and clerical requirements and will be based full-time in our Queen Elizabeth Hospital Site offices.

The post-holder will respond to requests for information, such as from the PHSO, and will take the necessary action on time to coordinate the release of appropriate records and information.

The post-holder will provide a professional, friendly service, assisting and signposting

callers.

Furthermore, you will occasionally be required to provide support to the Patient Relations Senior Management Team.

Working as part of a team, the Patient Relations Administrators support

resolving complaints or concerns whilst contributing to the Trust's aim of learning from

feedback to improve its services.

**Main duties, tasks & skills required**:
Administrative Support:
Provide responsive administrative support in line with departmental procedures and timescales.

Adhere to information governance guidelines, including Data Protection and confidentiality policies.

Communication and Enquiries:
Serve as the first point of contact on the Patient Relations Helpline, handling all inquiries with empathy and professionalism.

Greet office visitors professionally, addressing or redirecting their issues.

Handle new and complex enquiries, ensuring timely feedback and signposting to relevant services.

Records and Data Management:
Maintain accurate paper and electronic records.

Input, search, review, and retrieve data, managing caseloads effectively.

Update and maintain various spreadsheets, logs, and the Patient Relations Team whereabouts.

Meetings and Correspondence:
Assist with note-taking, appointment scheduling, and meeting arrangements.

Type letters, minutes, and documents following agreed administrative practices.

Process complaint response letters for Chief Executive signature and ensure secure dispatch.

Complaint Handling:
Support the Patient Relations Officers in obtaining and confirming consent.

Analyse, input, and manage new enquiries and complaints on the Datix database.

Maintain and update the Parliamentary and Health Service Ombudsman (PHSO) tracker and respond to PHSO enquiries.

**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.

University Hospitals Birmingham is a Smoke-Free premises hospital.

**Job description**:
*Please Note : For a specific 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 working in administrative/ clerical environment.

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.

Ability to work flexibly to participate in rotas to provide a seven day service, including weekends and bank holidays to meet the needs of the service.

**Disclosure and Barr



  • 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...


  • Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

    LEARNING DISABILITIES SERVICE - CENTRAL HUB, RIVERSIDE LODGE Permanent Team Administrator Band 3, part-time 16 hours per week We have an exciting opportunity for a Permanent Post Band 3 in the Learning Disabilities Service. The Learning Disabilities Service provides a range of services for people in the West Midlands to assist them in managing their...


  • Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

    Birmingham Community Healthcare Foundation Trust Community Dental Services have an exciting vacancy for a Patient Services Administrator, working at Birmingham Dental Hospital. The role provides administrative support to our patients. From booking appointments, issuing letters, and answering patient queries to co-ordinating outpatient clinics and supporting...


  • Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

    An exciting opportunity has arisen within the Community Diabetes & CKD Teams for a full time Band 3 Team Administrator to join our busy administrative office. The team is part of Adult Community Services Division Specialist Services. The main duties include dealing with patient telephone enquires, booking appointments for community clinics and...


  • Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

    Birmingham Community Healthcare Foundation Trust Community Dental Services have an exciting vacancy for a Patient Services Administrator, working our Dental Outreach Clinic in Boots the Chemist in Birmingham City Centre. The role provides administrative support to our patients. From booking appointments, issuing letters, and answering patient queries to...


  • Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

    Birmingham Community Healthcare Foundation Trust Community Dental Services have an exciting vacancy for a Patient Services Administrator, working our Dental Outreach Clinic in Boots the Chemist in Birmingham City Centre. The role provides administrative support to our patients. From booking appointments, issuing letters, and answering patient queries to...


  • Birmingham, United Kingdom University Hospitals Birmingham Full time

    **Job summary**: We are looking for an excellent Band 3 administrator to join our Education Team UHB's School of Nursing, Allied Health Professionals and Midwifery have a vacancy for a part time (16 hours/week) Administrator within their Professional Development and Education Team. Are you quick to learn, proactive and able to provide excellent project and...


  • Birmingham, United Kingdom Birmingham and Solihull Mental Health NHS Foundation Trust Full time

    BIRMINGHAM AND SOLIHULL MENTAL HEALTH NHS TRUST Birmingham Healthy Minds **POST**: Band 3 Administration Assistant Permanent **FULL TIME**: 37.5 hours per week **BASE**: East Birmingham Birmingham Healthy Minds is a team of psychological therapists and practitioners working within and IAPT setting across Birmingham. We are now seeking to appoint an...


  • Birmingham, United Kingdom Birmingham and Solihull Mental Health NHS Foundation Trust Full time

    BIRMINGHAM AND SOLIHULL MENTAL HEALTH NHS TRUST Birmingham Healthy Minds **POST**: Band 3 Administration Assistant Permanent **FULL TIME**: 37.5 hours per week **BASE**: East Birmingham Birmingham Healthy Minds is a team of psychological therapists and practitioners working within and IAPT setting across Birmingham. We are now seeking to appoint an...


  • Birmingham, United Kingdom University Hospitals Birmingham NHS Foundation Trust Full time

    Job summary We wish to appoint a band 3 clinical trials administrator to assist in the co-ordination and delivery of clinical research studies in the intensive care unit, emergency department, hyperacute stroke unit and trauma centres at the QEHB hospital in Birmingham. The clinical trials administrator will be part of a team including other clinical...


  • Birmingham, United Kingdom Birmingham Women's and Children's NHS Foundation Trust Full time

    To maintain real-time data management and quality for wards and outpatient activity. To ensure basic clerical needs of the department are met on a daily basis. To provide cover for periods of sickness and annual leave for other Band 2 Clerks in Patient Administration Services. To partake in rotations with other Band 2 Clerks to ensure that all departments...


  • Birmingham, United Kingdom University Hospitals Birmingham Full time

    **Job summary**: We are looking to recruit 3 x A&C band 3 office administrator/coordinator posts (Mon-Fri 08.00-16.00) within UHB Pathology. In each case we are looking for an enthusiastic person who has attention to detail and with organisation, PC and communication skills. 1.This post is in Tissue Services, working alongside the clinical teams at Queen...

  • Band 2 Receptionist

    5 months ago


    Birmingham, United Kingdom University Hospitals Birmingham Full time

    **Job summary**: We are looking for a friendly and professional receptionist to join our team at Heartlands Hospital, working shifts Monday to Sunday as part of a shared 7 day rota. As a receptionist, you will be the first point of contact at the main hospital entrance, providing exceptional customer service and ensuring a positive experience for all...


  • Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

    **Hours**: 37.5 per week, 5 days out of 7 inc. Bank Holidays working 08:00-16:00 or 14:00-22:00. 2 posts available - 1 x permanent and 1 x 12 month fixed term contract. As part of the Early Intervention Community Team the Band 3 Administrator will work alongside the existing Administrator, Senior Administrator, Clinical Team Leads and Locality Ops Manager...


  • Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

    Birmingham Community Health Care Trust is seeking to appoint an enthusiastic and motivated individual to support the School Nursing team based at Hob Moor Road Health Centre on a 12 months fix term contract. The post holder will have experience as an administrator and will be expected to support systems and processes in the team which underpin the smooth...


  • Birmingham, United Kingdom Practice Plus Group Full time

    **About The Role**: **UNLOCK YOUR BEST WORK LIFE** *** **+ make a difference for every patient** *** Due to the increase of treatments and care we give to patients, our professional and detailed Administration department is expanding and have a new permanent opportunity for a focused Administrator to join the team. - Are you a strong, detailed, organised...


  • Birmingham, United Kingdom Birmingham Community Healthcare NHS FT Full time

    The Learning Disabilities Service provides a range of services for people in the West Midlands to assist them in managing their learning disabilities. All our services are provided by teams of clinical professionals and support staff who aim to provide integrated services in ways that best meet the needs of patients and their carers. The post holder will...


  • Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

    We are pleased to offer an exciting opportunity for a Band 3 Therapy Assistant to join our established multidisciplinary team on the neuro rehabilitation ward working with patient that have had a Stroke and other neurological condition’s such a Traumatic Brain Injury. Supporting in there rehabilitation ward at Moseley Hall Hospital. We are looking for a...

  • Band 3 Administrator

    6 months ago


    Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

    An exciting development opportunity has arisen for a six month secondment for an Administrator role within the within the ASR Divisional Administration Team at the West Midlands Rehabilitation Centre. The post holder will be required to work weekdays and will need to be flexible with the working hours to ensure the office is covered during core office...


  • Birmingham, United Kingdom University Hospitals Birmingham NHS Foundation Trust Full time

    **Communication**: To provide a point of contact for service users Meet and greet visitors communicating in a courteous manner Liaise with other departments / teams as appropriate Deal effectively with complaints either face to face or on the telephone and escalate concerns where necessary Escalate conflict situations where necessary Accurately record...