Patient Information Support Officer

3 weeks ago

London, United Kingdom South West London Integrated Care Board Full time

Job summary

A great opportunity has arisen to join the SWL ICB Patient Information Team.

The Patient Information Team is part of the Corporate Affairs department and supports the South West London ICB in delivering a high quality service covering Freedom of Information Act requests, Data Subject Access requests, Complaints, Patient Advice and Liaison Service (PALS) and enquiries for Members of Parliament (MPs)

We are looking for a candidate with experience of managing FOI and SAR at an ICB level who is proactive, works on their own initiative and able to demonstrate an ability to communicate with a wide range of people and circumstances.

Main duties of the job

The post holder will support the team acting as a first point of contact in responding to incoming requests and cases in relation to Freedom of Information (FOI) requests, Subject Access requests (SAR), IG Incidents & Data Breaches, and when required MP Enquiries, Complaints and key aspects of this role will include good communication and customer service skills, both verbal and written, efficient administrative skills, sound digital skills, maintaining databases and electronic files, an ability to manage own caseload and being a committed and flexible team member.

The post holder will need to be able to ensure that people are treated appropriately, professionally and with respect during the complaints process and that the ICB's values are maintained.

About us

NHS South West London Integrated Care Board (ICB), as part of South West London Integrated Care System (ICS), is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our six boroughs: Croydon, Merton, Kingston, Richmond, Sutton and Wandsworth.

Each ICS consists of two statutory elements:o an Integrated Care Board, bringing the NHS together with its partners locally to improve health and care serviceso an Integrated Care Partnership (ICP): the broad alliance of organisations and representatives concerned with improving the care, health and wellbeing of the population, jointly convened by the ICB and local authorities in the area.

ICBs are statutory NHS bodies responsible for planning and allocating resources to meet the four core purposes of integrated care systems (ICSs):o to improve outcomes in population health and healthcare;o tackle inequalities in outcomes, experience and access;o enhance productivity and value for money and;o help the NHS support broader social and economic development.

NHS South West London Integrated Care Board decides how the South West London NHS budget is spent and develops plans to improve people's health, deliver higher quality care, and better value for money.

Job description

Job responsibilities

Please see the attached job description and person specification for full details of the duties and responsibilities of the role.

Person Specification

Education / Qualifications

Essential

Thorough knowledge of administrative procedures, including specialist software packages acquired through experience or formal training to diploma level.

Knowledge and Experience

Essential

Experience of working in a complex, multidisciplinary environment Demonstrable experience of working in a PALS and Complaints role or managing Freedom of Information Act requests and Data Subject Access requests in a complex organisation. Significant experience of communicating with a wide range of people and in varied, sometimes challenging circumstances. Experience of working to tight deadlines and managing own time

Skills and Abilities

Essential

Ability to draft correspondence Ability to prioritise tasks, seeking guidance as required Intermediate (or advanced) Keyboard skill - ability to use Microsoft Office package Excellent organisational skills Confident - able to deal with individuals at all levels and in challenging situations

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