An exciting opportunity has arisen to join the Patient Experience Team (PALS and Complaints) in a role that provides essential administrative support.
We are a liaison and advice team signposting individuals through various means, including directing them to the right resources and linking them in with the appropriate team.
The team is patient-facing and handles all complaints, concerns, and feedback submitted to the Trust.
The focus of the team is to support positive change for users of mental health services, their carers, and families to ensure their queries are responded to effectively and efficiently in a recovery-focused approach.
Main duties of the job
The main duties within the Patient Experience Team include providing administrative support, which encompasses dealing with telephone enquiries, signposting, inputting surveys, sorting post, attending meetings, and using Microsoft applications and Trust systems.
About us
We provide mental health, learning disability, and neurodiversity services, as well as a range of specialist and secure services for the wider south west region and nationally. We are passionate about promoting good mental health and wellbeing. We strive to use the expertise and resources within our organisation, and through our partnerships, to deliver high-quality services that are safe and focused on people's recovery.
We are committed to developing a culture of coproduction, involving patients, families, and carers in everything we do.
Our values
We not only recruit based on qualifications and experience, but we also recruit individuals who possess and demonstrate the behaviours that underpin our Trust's core values. These include attributes such as showing a commitment to quality of care, improving the lives of others, and giving respect, dignity, and compassion. We can bring those values to life in our everyday tasks by giving a smile, making time for people, challenging ourselves and others, and being open to new ideas.
We are committed to being an inclusive employer, and applications are encouraged and welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part-time and flexible working applications will be considered and supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity, or learning disabilities. We are a Disability Confident Leader.
Job responsibilities
Please refer to the full Job Description and Person specification attached to this advert which will provide further information on this role.
Job Purpose:
Administration services underpin all of our clinical activity at Devon Partnership NHS Trust, which means our dedicated and enthusiastic administration workforce is vital to the delivery of first-class care. To provide comprehensive administrative support to a manager/assigned team. There will be an expectation for the post holder to be highly motivated, flexible, and multi-skilled with excellent organisational skills. The post holder will have a high standard of skills using Microsoft Office packages and experience of using bespoke IT systems. The post holder will need to meet deadlines, collate data, and maintain standards relating to administrative processes.
Duties and Responsibilities
Key Responsibilities include:
* Work within an administration team supporting teams within a healthcare service.
* Comprehensive diary management.
* Meetings administration: taking and distributing formal minutes, recording clear actions, and following these up to check completion; maintaining attendance records.
* Support the manager and team by ensuring that records are up to date on all staffing and patient systems and that items are dealt with quickly and efficiently on finance systems.
Profile:
* Excellent planning and organisation skills.
* Excellent written and verbal communication skills.
* Excellent attention to detail.
* Professional telephone manner.
* Collegiate approach and diligent.
* Take pride in work and consistently strive to produce work of the highest standard.
* Seek to deliver the best possible outcome rather than just the task at hand.
* Work in partnership with the associated team to understand their needs and priorities (which may change depending on workload).
* Experience of prioritising a varied and busy workload.
* Experience of working under pressure with the ability to work to and achieve deadlines.
Person Specification
Qualifications
* RSA 3 Word Processing or equivalent level of experience in practice.
* NVQ3 in administration or equivalent level administrative knowledge and experience.
* GCSE English or equivalent.
* Evidence of continuing professional and personal development.
* ECDL (European Computer Driving Licence).
* Shorthand or Speedwriting.
Experience
* Experience of working in Mental Health.
* Experience of working in Patient Experience Teams.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and as such, it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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