Patient Experience Officer

Company Overview

Want to be part of a healthcare revolution? ADHD 360 isn't just changing lives – we're transforming the entire narrative around neurodiversity. As the UK's leading ADHD diagnosis and treatment provider, recently crowned Medical Service of the Year 2024/25, we're on a mission to make neurodiversity something to celebrate, not hide.

Working Hours: Monday to Friday, 9:00am - 5:00pm

Job Summary:

The Patient Experience Officer is responsible for supporting the management of complaints, patient reviews, and subject access requests at ADHD 360. This role ensures that all concerns and requests are handled efficiently, professionally, and in accordance with relevant policies and regulations. The Patient Experience Officer plays a key part in enhancing patient satisfaction by identifying trends and contributing to service improvements.

Essential Duties and Responsibilities:

• Receive and input complaints from patients, families, and third parties into the complaint management system.
• Acknowledge complaints in a professional, sensitive, and timely manner.
• Investigate and respond to Stage 1 complaints, ensuring compliance with ADHD 360's policies and procedures.
• Document all complaints accurately and maintain up-to-date records.
• Provide telephone support to the Patient Experience Team, assisting with queries and concerns.
• Monitor, review, and respond to patient feedback on platforms such as Trustpilot.
• Log, acknowledge, and process subject access requests in accordance with GDPR and other relevant regulations.
• Identify recurring themes in complaints and feedback to support continuous service improvement.
• Work collaboratively with other departments to resolve patient concerns effectively.
• Assist with any additional tasks or requests as required to support the Patient Experience Team and wider organisation.

ADHD360 have a strong learning culture, which is open transparent and honest. ADHD360 do not believe in blame, and we build off our strengths and our learning. Continuous Professional Development (CPD) is expected, and the post holder should expect to have responsibility for their learning whilst also engaging in CPD events provided by ADHD360.

Qualifications and Experience:

• Competent with computers and proficient with MS Office (Outlook, Word, and Excel)
• Strong organisational skills with the ability to manage workload effectively and meet deadlines
• Ability to work independently while being an integral part of a team
• Strong telephone capabilities to be compassionate and yet still task focused
• Excellent written and verbal communication skills, including the ability to handle sensitive conversations professionally
• Positive outlook and an ability to work well under pressure
• Experience in customer service, administration, or complaint handling
• Ability to maintain confidentiality and adhere to GDPR regulations

Competencies:

• Integrity – Demonstrates honesty and ethical conduct in all interactions.
• Dependability – Reliable, responsible, and committed to fulfilling obligations.
• Attention to Detail – Ensures accuracy and precision to maintain patient safety and deliver 'right first time' results.
• Confidence – Able to instil trust and assurance in patients and colleagues, balancing professionalism with humility.
• Team Player – Works collaboratively within a team, sharing goals, culture, and an ethos focused on patient care.
• Resilience – Able to handle the challenges of providing healthcare to ADHD patients with dedication and emotional strength.
• Problem-Solving – A natural problem solver who can assess situations, find solutions, and take appropriate action.
• Adaptability – Willingness to learn, adapt, and take on new responsibilities as required.

Benefits:

• Enhanced Holidays (5 Weeks) plus extra day for birthday
• Paid 30 minute lunch
• Employers' pension contribution above minimum
• EV Car Scheme
• Blue light card
• Use of static home (near Alton Towers)
• Please note that the hybrid working policy will only apply after the probation period

Safeguarding Responsibilities:

ADHD360 is committed to safeguarding and promoting the welfare of children, young people, and adults. Safeguarding is everyone's responsibility, and all employees are required to act in such a way that always safeguards the health and wellbeing of children, young people, and adults that you may come into contact with during your work. To fulfil these duties, you will be required to participate and attend appropriate mandatory training to recognise the signs and symptoms of abuse and how to respond to these signs and symptoms. All employees are required to adhere to local and national safeguarding policies and guidance. All employees must also ensure that they understand and act in accordance with this clause. If you do not understand exactly how this relates to you personally, then you must ensure that you seek clarification from your line manager or refer to the company Safeguarding policy. Equally, all managers have a responsibility to ensure that their team understand their individual responsibilities regarding the safeguarding of children, young people and adults.

Job Types: Full-time, Permanent

Pay: £27,851.20 per year

Ability to commute/relocate:

• Lincoln LN2 2LL: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you require sponsorship?

Work authorisation:

• United Kingdom (required)

Work Location: In person