Band 3 - Complaint Administrator, Complaints
West Hertfordshire Teaching Hospitals NHS Trust
Are you seeking a change where you can have a positive impact upon patient experience where no two days are the same? If so, this may be the role for you.
The Complaints team provides an accessible and responsive service, offering advice and guidance for patients, relatives, and members of the public who wish to raise concerns about their care.
In this post, you will provide administrative support to a team that aims to resolve concerns quickly and efficiently in accordance with the NHS complaints regulations. You will be dealing with highly sensitive situations.
IMPORTANT INFORMATION - PLEASE READ
Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.
Main duties of the job
We are seeking to appoint a committed and energetic individual who has the right values to join our team. The individual must be enthusiastic, motivated, and have sensitivity and tact, demonstrating excellent communication and interpersonal skills.
On a daily basis, you will respond to emails, log complaints, respond to phone calls, and be the first point of contact, liaising with key staff to address questions, issues, and concerns.
Experience of general administration duties and a comprehensive knowledge of Microsoft Office packages are required. Experience and knowledge of using the Datix reporting system is desirable.
Job responsibilities
You will be working directly with the complaints team, which consists of a Complaints Manager, two Complaints Advisors, and two Complaints Investigators.
You will be carrying out administrative tasks such as logging complaints and amassing medical records, actively assisting complainants through various channels to progress their complaint.
Hours of Service: 8.30-4.30
Person Specification
Education and qualifications
* Good general education with a minimum of 5 GCSE or equivalent to include English Language at Grade C or above
Knowledge
* Use of Microsoft Office Applications, particularly Word, Excel, Adobe Reader, PowerPoint, and Outlook
* Awareness of confidentiality and data protection when handling sensitive information
* Previous use of Datix or similar database
* Current NHS experience and/or practical experience and knowledge of the NHS complaints procedure
Experience
* Experience in an administrative post
* Experience of NHS work and/or in a complaints department
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.
#J-18808-Ljbffr