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Patient Relations Helpline Advisor

3 months ago

Birmingham, United Kingdom Your World Healthcare Full time

**Patient Relations Helpline Advisor**

**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 Advisor will be responsible for delivering high customer care responding to enquiries made through the service telephone helpline. The post-holder will act as the first contact point for patients and members of the public contacting theTrust PALS and Complaints services with concerns, complaints, feedback and enquiries. Receiving inbound calls, Advisors provide a professional and friendly service, assisting and signposting callers. Working as part of a team, Advisors support the work ofresolving complaints or concerns, whilst contributing to the Trust’s aim of learning from feedback in order to improve its services. The post-holder will information, support and signposting on all matters relating to PALS and raising concerns.

**Responsibilities.**
- Working on the Patient Relations Helpline, being the first point of contact for enquirers, both internal and external.
- Handle Patient Relations’ contacts in a kind, courteous, empathetic and calm manner.
- Observe information governance guidelines, including current Trust policy and procedures, Data Protection legislation and the NHS Code of Confidentiality.
- 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 the 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.
- 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.
- Ensure that comprehensive records are maintained on the Trust case management database and manage a caseload of enquiries effectively and accurately.
- Print out contact sheets, complaints packs, travel claim forms and ex-gratia claim forms in order to maintain supplies
- Request patients’ medical records and return them using the relevant electronic system.
- To assist in maintaining service delivery, create, manage and maintain electronic and paper based systems working within agreed guidelines.
- Liaise with Trust colleagues via e mail, telephone or in person as required.
- Arrange meetings and appointments as necessary.