Patient Engagement Support Specialist

4 weeks ago

Yeovil, Somerset, United Kingdom Somerset NHS Foundation Trust Full time

Position Overview

The role involves being an integral member of the Patient Experience and Engagement Team, reporting directly to the Patient Engagement and Involvement Manager.

Assist the Health and Wellbeing Coordinator by maintaining a visible presence in the Health and Wellbeing hub. This includes addressing inquiries for assistance or information and collaborating with the Health and Wellbeing Coordinator to ensure accurate information is provided and appropriate services are recommended.

Aid the Customer Experience Lead in welcoming patients, family members, caregivers, and visitors upon their arrival, offering assistance and guidance as needed.

Key Responsibilities

Develop and maintain collaborative relationships with existing Cancer Support Workers, Health Coaches, and other relevant healthcare professionals within Cancer services, as well as partners in primary, community, and mental health services. This is essential for ensuring comprehensive care for individuals, guided by the Health and Wellbeing Lead.

Engage in discussions with individuals living with long-term conditions, including cancer, to assess their holistic needs. Support them in self-management by providing pertinent information and advice, and directing them to additional resources and services as recommended by the Health and Wellbeing Coordinator.

Offer both practical and emotional support to individuals with long-term conditions and their families. Recognize that information needs may evolve over time and work collaboratively with individuals to ensure they receive the necessary information and support throughout their journey.

Provide assistance at the main reception, performing daily tasks such as managing petty cash, validating parking, reimbursing travel expenses, facilitating the exchange of letters and medical equipment between departments and patients, and addressing visitor inquiries.

About Somerset NHS Foundation Trust

The NHS offers a comprehensive range of benefits, including flexible working arrangements, excellent pension contributions, a competitive annual leave allowance, opportunities for career advancement, and regular performance discussions. Additionally, the Trust provides access to exclusive educational facilities and benefits, such as the Blue Light Card. Living in Somerset allows for a unique blend of rural and urban experiences, catering to diverse lifestyles.

Job Responsibilities

For further details regarding specific duties and responsibilities, please refer to the attached Job Description & Person Specification.

Qualifications

Essential

  • Demonstrated experience in an office setting and familiarity with office systems.
  • Proficiency in MS Office applications, including Word, Excel, and PowerPoint, along with the ability to utilize email effectively.
  • Ability to work independently and collaboratively as part of a team.
  • Strong interpersonal skills and the ability to communicate effectively.
  • High standard of written English and literacy skills.
  • Proven ability to work as a team player.

Desirable

  • Experience in an office environment and knowledge of office systems.
  • Proficiency in MS Office applications and effective email communication.
  • Confidence and assertiveness in working independently.
  • Excellent interpersonal and communication skills.
  • Strong written English and literacy skills.
  • Ability to collaborate effectively within a team.

Experience

Essential

  • Proven experience in an office environment and familiarity with office systems.
  • Proficiency in MS Office applications and effective email communication.
  • Confidence and assertiveness in working independently.
  • Excellent interpersonal skills and the ability to communicate effectively.
  • High standard of written English and literacy skills.
  • Proven ability to work as a team player.

Desirable

  • Experience in an office environment and knowledge of office systems.
  • Proficiency in MS Office applications and effective email communication.
  • Confidence and assertiveness in working independently.
  • Excellent interpersonal skills and the ability to communicate effectively.
  • High standard of written English and literacy skills.
  • Proven ability to work as a team player.

Additional Criteria

Essential

  • Ability to prioritize tasks effectively, utilizing initiative with support from the Health and Wellbeing Coordinator.
  • Provision of comprehensive customer service and administrative support to the team, ensuring efficient office systems and accurate confidential filing.
  • Support in training and advising on administrative procedures while sharing knowledge.
  • Capability to work under pressure and make informed decisions when necessary, with the support of the wider team.
  • Consideration of various issues and proposing solutions when addressing complex inquiries, taking appropriate actions or redirecting queries as needed.

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