Patient Relations Assistant

The Patient Relations Assistant has some contact with patients, their family members, members of the public, other Healthcare staff and YAS management and staff. We are therefore seeking someone who has excellent written and verbal communication skills and is keen to develop their experience in this line of work. Due to the volume of enquiries and cases we deal with, an ability to manage time effectively and maintain a high standard of customer service with a good eye for detail is essential. Experience of admin systems and office routines is also essential. You will be an effective team player with a positive outlook and educated to GCSE standard at Grade C or above in Mathematics and English.

Yorkshire Ambulance Service (YAS) serves over 5 million people in the Yorkshire region covering an urban and rural area of almost 6,000 square miles and operates over vastly differing terrain ranging from isolated moors and dales to city centres, large urban areas and coastal stretches. YAS provides 24 hour urgent and emergency healthcare services through our IUC and Emergency Communication centres. The Patient Relations team is based centrally, provides the Patient Advice and Liaison service for the whole of the trust and receives and manages the coordination of all complaints, concerns, comments and compliments for the A&E Service and the Patient Transport Service. A keen and helpful team player is being sought to complement the existing experienced members of the Patient Relations team who work closely together and support each other to meet team goals.

The Patient Relations Assistant post holder will provide day to day administrative and customer service assistance to the Patient Relations team as directed by the Patient Relations Senior Advisor. The post holder will demonstrate flexibility, initiative, good verbal and written communication skills and a high level of attention to detail.

The post holder will work across the whole of the team’s functions to deliver support to meet current requirements and priorities to provide a whole team approach to the Patient Relations work of the Quality, Governance and Performance Assurance Directorate at Trust Headquarters.

**Duties will include the following**:
- Receive incoming telephone calls from members of the public wishing to make a compliment, ensuring all calls are answered in a timely fashion (in line with KPIs) with sensitivity and empathy as
- Make records of all forms of feedback producing accurate details of issues raised and outcomes being sought.
- Assist the Advisors in the provision of the Patient Advice and Liaison service on behalf of all YAS services supporting requests for information which are personally sensitive and confidential.
- Support the Advisors in carrying out low level investigations and research of PALs and lost/found property enquiries.
- Liaising with other departments within YAS as required.
- Recording cases on the Datix database.
- Keeping accurate records of casework activity.
- Extracting information from a variety of YAS IT systems for the investigation of cases by Coordinators.
- Obtaining information from other parts of the service for the investigation of cases by Coordinators.
- Producing and sending written correspondence on behalf of Coordinators.
- Supporting Coordinators in dealing with enquiries regarding ongoing cases.
- Providing support to Coordinators as required.
- Extracting data from the Datix database and assisting with the production of
- Managing records and ensuring data quality is
- Maintaining registers and
- Following up of actions and chasing
- Providing support to the Patient Relations Senior Advisor as required.