Patient Liaison and Support Coordinator

4 weeks ago

Wakefield, Wakefield, United Kingdom The Mid Yorkshire Teaching NHS Trust Full time

Job Overview

An excellent opportunity has emerged for a dedicated and enthusiastic individual to become a part of our Patient Liaison and Support Team.

This position entails offering assistance, guidance, and information to individuals who have inquiries or grievances regarding various facets of care. You will be responsible for collaborating with Trust personnel to ensure prompt resolution of issues and to facilitate the Trust's formal complaint procedures. The ideal candidate will thrive in a dynamic environment, addressing concerns while engaging with patients and their families.

The successful applicant is expected to exhibit outstanding verbal and written communication abilities, demonstrate adaptability under pressure, and possess the initiative to act independently.

Informal visits are encouraged for candidates who are shortlisted for interviews.

Main Responsibilities

  • Engage with the public and colleagues through telephone, email, and face-to-face interactions.
  • Manage Patient Liaison concerns and inquiries from the public promptly.
  • Ensure incoming correspondence is received and distributed appropriately, addressing all complaint-related communications without delay.
  • Organize meetings and coordinate necessary hospitality and venues as required.
  • Prepare reports, presentations, and visual aids to support the work of the Head of Complaints & Patient Liaison and the Head of Patient Experience as needed.
  • Perform photocopying, filing, and other administrative tasks as requested.
  • Maintain an effective Patient Liaison database, ensuring data security in compliance with relevant guidelines.
  • Act as the primary point of contact for patient advice and liaison services, handling inquiries efficiently, empathetically, and professionally.
  • Resolve concerns and complaints where possible, ensuring all activities are recorded in the Patient Liaison database.
  • Log all inquiries and complaints onto the formal complaints database within three working days of receipt.
  • Provide initial responses to inquiries received via telephone, email, or in person, ensuring confidentiality and professionalism.
  • Report any abusive behavior from patients or callers through the appropriate incident reporting channels.
  • Adhere to departmental and Trust policies, maintaining confidentiality at all times.
  • Ensure high standards of data quality, confidentiality, and information security.
  • Exchange sensitive information with senior managers, patients, and caregivers, requiring assertive and persuasive communication skills.
  • Maintain accurate records and an efficient filing system, ensuring timely updates.
  • Conduct regular audits of data quality inputted into the Patient Liaison and Formal Complaints databases.
  • Collaborate with the Head of Complaints & Patient Liaison to ensure database accuracy and credibility of data.

About Us

We are committed to providing exceptional care and support to our community, striving for excellence in every aspect of our service. Our values of compassion, improvement, respect, and high standards guide our mission to make our organization a great place to work and receive care.

We embrace diversity and welcome talent from all backgrounds, encouraging applications from underrepresented groups. Our staff networks provide valuable insights and feedback from those with lived experiences, ensuring that we continually improve our services.

If you share our values and are eager to make a positive impact on the lives of our patients and their families, we invite you to consider joining our team.

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