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Patient Relations Administrator

3 months ago

Edgbaston, United Kingdom Your World Healthcare Full time

**Patient Relations Administrator**

**Job Type**: Temporary

**Sector**: Healthcare

**Duration**: Expected to last up to 3 months

**Location**: Birmingham

**Travel**:Not Specified

**Remote Working**: Not Specified

**Band**: 3

**Pay Rates**:
£10.69 paye inclusive of holiday pay

Depending on skill, experience and qualifications

**Working Days and Hours**:Monday to Friday, 9am-5pm

**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 practice and Patient Relations policiesand procedures.

The Patient Relations Administrator will support all administrative functions and clerical requirements of the Patient Relations Team. This includes the significant task of processing and printing complaint response letters for Chief Executive signatureand couriering the books to Trust Headquarters on a daily basis. The post-holder will be responsive to dealing with requests for information, for example from the PHSO and will take the necessary action in a timely manner to coordinate the release of appropriaterecords and information.

The post-holder will provide a professional and friendly service, assisting and signposting callers. Working as part of a team, the Patient Relations Administrators support the work of resolving complaints or concerns, whilst contributing to the Trust’saim of learning from feedback in order to improve its services.

**Responsibilities.**
- To provide effective and responsive administrative support across the Patient Relations Team, including key work-streams, in line with departmental procedures.
- To adhere to standard operating procedures and timescales for administrative actions.
- Observe information governance guidelines, including current Trust policy and procedures, Data Protection legislation and the NHS Code of Confidentiality.
- Participate as needed in the Patient Relations Helpline, being a first point of contact for enquirers, both internal and external. Handle all Patient Relations’ contacts in a kind, courteous, empathetic and calm manner.
- Greet visitors to the office in a professional manner, ensuring that any issues are either responded to or passed to an appropriate person.
- Ensure telephones are answered promptly, answering queries or putting callers through to the relevant member of the team.
- To exercise initiative and judgement based on acquired knowledge and experience when dealing with enquiries.
- Handle new enquiries and actively aim to provide feedback to the enquirer/patient within the required timescale noted in the Patient Relations policy and procedures or as directed by a manager.
- For more complex concerns/complaints, as detailed in the Patient Relations Framework, take initial details and advise the caller of the process. Pass details to PALS/Complaints teams for handling.
- As appropriate signpost enquirers, who contact the Patient Relations Department, to other services or external organisations and provide contact details to assist them where available.
- Urgently seek senior support or managerial assistance for any case that appears serious or where guidance is required.
- Manage difficult conversations over the telephone in a professional manner, in keeping with the trust values.
- Maintain written and verbal communication with enquirers/complainants as necessary.
- Carry out the administration aspects of contacts handled in line with current departmental procedures, observing the steps and timescales for administrative actions within the Patient Relations policies and procedures and in line with all other Trust policies.
- Ensure that any activity transferred to paper and electronic records is accurate and complete.
- Assist enquirers with their understanding of the process of making a complaint.
- Ensure that consent has been requested and received as necessary, wherever possible.
- Input and look up data on Trust IT systems in accordance with Trust policy Access in order to obtain information

**Qualifications, Skills and Experience**
- 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 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
- 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.

**Questions**

Do you have previous experience working as Patient Relations Administrator within the NHS?

Do you have experience working as Patient Relations Administrator within healthcare?

Do you have experience of administration work and establishing admin processes?

Do you meet the criteria above and available to start immediately?