Band 3 Patient Relations Administrator
4 days ago
Job summary
As part of the Patient Relations Team, which incorporates PALS and Complaints services,
the post-holder will deliver an effective, responsive and high-quality service in line with local
and national standards, best practices and Patient Relations policies and procedures.
The Patient Relations Administrator will support all of the Patient Relations Team's administrative functions and clerical requirements and will be based full-time in our Queen Elizabeth Hospital Site offices.
This includes logging new and re-opened complaints on our Datix system, managing a busy email inbox, acknowledging the receipt of complaints, and supporting case handlers.
The post-holder will respond to requests for information, such as from the PHSO, and will take the necessary action on time to coordinate the release of appropriate records and information.
The post-holder will provide a professional, friendly service, assisting and signposting
callers.
Furthermore, you will occasionally be required to provide support to the Patient Relations Senior Management Team.
Working as part of a team, the Patient Relations Administrators support
resolving complaints or concerns whilst contributing to the Trust's aim of learning from
feedback to improve its services.
Main duties of the job
Administrative Support:
Provide responsive administrative support in line with departmental procedures and timescales.
Adhere to information governance guidelines, including Data Protection and confidentiality policies.
Communication and Enquiries:
Serve as the first point of contact on the Patient Relations Helpline, handling all inquiries with empathy and professionalism.
Answer and manage telephone queries, messages, and voicemail.
Greet office visitors professionally, addressing or redirecting their issues.
Handle new and complex enquiries, ensuring timely feedback and signposting to relevant services.
Records and Data Management:
Maintain accurate paper and electronic records.
Input, search, review, and retrieve data, managing caseloads effectively.
Update and maintain various spreadsheets, logs, and the Patient Relations Team whereabouts.
Meetings and Correspondence:
Assist with note-taking, appointment scheduling, and meeting arrangements.
Type letters, minutes, and documents following agreed administrative practices.
Process complaint response letters for Chief Executive signature and ensure secure dispatch.
Complaint Handling:
Support the Patient Relations Officers in obtaining and confirming consent.
Analyse, input, and manage new enquiries and complaints on the Datix database.
Maintain and update the Parliamentary and Health Service Ombudsman (PHSO) tracker and respond to PHSO enquiries.
About us
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.
UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.
University Hospitals Birmingham is a Smoke-Free premises hospital.
Job description
Job responsibilities
*Please Note : For a specific detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications
Essential
Good general education including GCSE English and Maths A-C / level 9-4. NVQ level 3 Business Admin or equivalent experience in an administrative/customer services role.
Experience
Essential
Experience of working with the public/customer services. Experience of working in administrative/ clerical environment. Experience of administration work and establishing admin processes. Experienced in communication at all levels via letter, email, telephone and in person. Experience of working with a range of IT systems including Microsoft office packages ( Word, Excel, Outlook). Understanding of data protection principles and patient confidentiality. Must be able to demonstrate understanding of equality and diversity. Understanding of the Trust's Visions and Values. Ability to work flexibly to participate in rotas to provide a seven day service, including weekends and bank holidays to meet the needs of the service.-
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