Band 3 Patient Relations Helpline Advisor

5 months 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 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.

Experienced in communication at

telephone and in person.

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**:
Able to work and travel across all UHB

sites as required by the role.

Ability to use initiative.

Respectful.

Flexible.

Reliable and punctual.

Approachable.

**Desirable**:
Innovative

**Disclosure and Barring Service Check**:



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