The patient experience admin manager will be integral to the delivery of a Patient Advice & Liaison Service (PALS) and interpreting service, whilst being part of the wider Patient Experience Team. The role will incorporate a mix of direct contact with patients and carers as well as managing a range of initiatives to ensure that we involve and listen to our patients, relatives and carers, thereby enabling them to feedback effectively at different points in their journey and ensuring that they are aware of how the Trust is responding to any issues that they raise.
Please note that we reserve the right to close this listing early if a suitable number of applications has been received.
Main duties of the job
This role will provide direct line management to the PALS team as well as providing oversight to the delivery of an effective and cost efficient Trust wide interpreting service. The successful post holder will need to monitor, analyse and report on themes and trends for a range of patient experience data so a high level of proficiency in IT skills is essential.
This role will require engagement with a range of stakeholders including healthcare professionals, patients and carers. As such, excellent communication skills utilising a range of media are essential to this role, including an ability to adapt communication style to the needs of the individual. Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating and training provision.
About us
Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT, the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.
Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.
We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we'd want for our family and friends.
More than 3,500 people work for the Trust - they tell us it's a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.
We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.
Our values - Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time...all the time.
Job responsibilities
For more information about the role and responsibilities please see the attached job description and person specification.
Person Specification
Education & Qualifications
* 5 GCSE's (grades 4-9) including English, Maths or the equivalent
* Degree level qualification or equivalent knowledge, training and experience
* Evidence of ongoing professional development
* Teaching/Training qualification
Skills, Knowledge & Abilities
* Excellent keyboard / IT skills ensuring accuracy
* Excellent communication / customer care skills both written and verbal demonstrating empathy and compassion
* Able to adapt style of communication to the subject and audience, showing an ability to communicate effectively with other professionals, patients and members of the public
* Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating, training, reassurance
* Ability to receive and provide complex and confidential information
* Ability to interpret facts and figures and well-developed presentation/report writing skills
* Ability to deal with stressful situations and sensitive issues
* Ability to pay attention to detail where there are unpredictable interruptions to the work pattern
* Detailed knowledge and understanding of the national and local agenda for patient experience and engagement
Experience
* Experience of dealing with patients and the public/customer service experience
* High proficiency of working with a range of Microsoft Office packages (eg. Word, PowerPoint, Excel and Outlook)
* Experience of working in a busy environment working independently and exercising judgment and decision making skills
* Experience of obtaining, and using feedback using a variety of different methodologies
* Experience of participating in the delivery and implementation of projects within an agreed timescale
Personal Attributes
* Able to use own initiative
* Self-confident and assertive
* Reliable and punctual
* Empathic attitude to patients, carers and the public
* Ability to fulfil the travel requirements of post
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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