Resolution And Administration Officer

3 days ago

Bodmin, United Kingdom Cornwall Partnership Nhs Foundation Trust Full time

Job summary Are you a great administrator with qualifications and experience including MS Office applications, Word and Excel?
An excellent communicator, with good listening and people skills?
Can you work on your own initiative and be tenacious yet tactful in solving problems?
Are you comfortable talking to people who may be distressed?
Have you experience working in customer services?
If this sounds like you, the Patient Advice and Liaison Service (PALS) at Cornwall Partnership NHS Foundation Trust is looking for an energetic and committed individual to join the team.
The team is the main point of contact for individuals wishing to raise concerns or seeking advice or information about Trust services.
The post holder is required to adopt a flexible and supportive approach to resolving requests for information regarding Trust services via the Patient Advice and Liaison Service (PALS) or its complaints functions.
We are looking for an enthusiastic, flexible person who is be able to demonstrate that they are passionate about patient care and safety and enjoys a busy working environment.
Experience of handling difficult discussions and situations which reached a positive outcome are essential requirements of the role.
Experience working in customer services, whether this is within the NHS or for another body will be advantageous.
The role will require time spent in the office and some remote working.
Main duties of the job The post holder provides a visible and effective service by ensuring patients, their families, carers and representatives, and the public have access to and receive high quality and timely information and signposting about the Trust, related health and social care services, and their ownpersonal information.
The post holder is an essential point of contact in working closely with front line staff to receive, manage and respond to enquiries and complaints in line with Trust policy and procedure and NHS Complaints Regulations.
The successful candidate will work as part of a small team, and will primarily be responsible for managing concerns from patients and their famlies with the aim of providing a resolution without the need to escalate to a formal complaint, agreeing resolution with complainants and directorates for 'next working day complaints', and administration for the PALS and Complaints Officers and the Complaints Manager.
This involves managing all aspects of individual concerns from receipt to resolution within agreed time limits.
About us We're an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly.
We deliver community and hospital-based care to improve people's physical and mental health.
We also provide specialist support to people with dementia or a learning disability.
We are a people organisation and people matter to us.
As part of the team, you'll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.
Over 4,000 people make up the Trust.
This includes doctors, nurses, therapists, plus admin and support staff.
We work in people's homes, in community clinics and bases.
Some staff work from one of our 13 community hospitals.
Our aspiration is to have great people, provide great care, be a great place to work and a great partner.
Approximately 568,000 people live here.
A third of people who live in Cornwall are supported by acute hospital services in Devon.
As a result, we also work closely with our partners in Devon.
In the summer, and during other holidays lots of people choose to visit the area.
This increases the numbers of people who use our services.
Job description Job responsibilities To view a detailed job description and person specification including the main responsibilities of this role please see supporting documents.
Person Specification Education Essential Good standard of education, with GCSE English a minimum Grade C/4 or equivant Working experience of the Microsoft Suite of applications and be able to input data quickly and accurately Desirable Experience of dealing with complaints (preferably within the NHS) NVQ 4 in Business Administration or other relevant subject or equivalent relevant experience Knowledge and abilities Desirable Knowledge of NHS Complaints Regulations Skills and Aptitude Essential Good negotiation and conflict resolution skills to manage and de-escalate potentially difficult situations, and deal with distressed patients/relatives/carers with sensitivity, maintaining a patient focussed approach at all times.
Well organised with the ability to prioritise and manage a number of conflicting requirements in a busy environment at the same time.

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