Complaints and Patient Experience Administrator

North East & North Cumbria ICB; Sunderland; On-site; GBP 21,000 - 32,000; Full time

Job summary

The NHS North East and North Cumbria Integrated Care Board is recruiting a Complaints and Patient Experience Administrator to join the team. You will provide administrative and coordination support across our complaints service, handling enquiries from receipt to closure with sensitivity and professionalism.

As a first point of contact, you will communicate with patients and stakeholders by phone, email and letter, manage records in electronic systems and help ensure deadlines are met while

Qualifications

• Significant administrative experience and excellent communication skills.
• Experience dealing with the public and handling confidential information.
• Ability to work at pace with competing priorities and maintain records.
• Experience of complaints handling and minute taking desirable.

Responsibilities

• Making and receiving telephone calls from patients, complainants, families and provider organisations.
• Preparing acknowledgements, consent requests and routine correspondence using approved templates.
• Maintaining accurate and contemporaneous complaint records on SIRMS and other electronic systems.
• Monitoring deadlines and supporting the team to progress correspondence and actions within agreed timescales.
• Checking information for completeness, identifying routine omissions or discrepancies and escalating matters appropriately.
• Coordinating meetings, preparing documentation, taking notes and recording agreed actions.
• Supporting the production of routine reports and complaints activity information.

Skills

Communication

Administrative experience

Attention to detail

Handling sensitive information

Minute taking (desirable)

Education

GCSE Maths and English (C or above)

NVQ level 4 or equivalent

Significant administrative/secretarial experience

Job description

Complaints and Patient Experience Administrator

An exciting opportunity has arisen to join the Complaints and Patient Experience Team at NHS North East and North Cumbria Integrated Care Board.

We are looking for a professional, compassionate and highly organised administrator who can provide comprehensive administrative and coordination support across our complaints service. You will help ensure that complaints, concerns and enquiries are handled efficiently, accurately and sensitively from receipt through to closure

Main duties of the job

As a key first point of contact, you will communicate with patients, complainants, families, carers, NHS providers and other stakeholders by telephone, email and letter. You will provide reassurance, explain routine administrative processes and help people understand the next steps and expected timescales. You must be comfortable communicating with people who may be distressed, anxious, frustrated or dissatisfied, while remaining calm, empathetic and professional.

About us

Our Integrated Care Board (ICB) is the largest in the country.

The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including; promoting integration of health and care services, improving peoples health and well-being, reducing health inequalities.

With a £6.6 billion budget and a workforce of 170,000 people across the North East and North Cumbria. As well as strategic functions, ICB staff also work at place level with local health and wellbeing boards in each of our 14 local authority areas. These teams also work alongside our 67 primary care networks which are groups of local GP practices, social care teams and other community- based area providers.

The ICB works with our Provider Collaborative too, this includes the 11 NHS Foundation Trusts in the region, to deliver our shared priorities.

Job responsibilities

Your responsibilities will include:

Making and receiving telephone calls from patients, complainants, families and provider organisations.

Preparing acknowledgements, consent requests and routine correspondence using approved templates.

Maintaining accurate and contemporaneous complaint records on SIRMS and other electronic systems.

Monitoring deadlines and supporting the team to progress correspondence and actions within agreed timescales.

Checking information for completeness, identifying routine omissions or discrepancies and escalating matters appropriately.

Coordinating meetings, preparing documentation, taking notes and recording agreed actions.

Supporting the production of routine reports and complaints activity information.

The successful candidate will have significant administrative experience, excellent written and verbal communication skills and experience of dealing with the public and handling sensitive or confidential information. You will be able to work accurately at pace, manage competing priorities and maintain effective electronic records and audit trails. Experience of complaints handling and minute taking would be desirable.

Person Specification

Qualifications

• GCSE (or equivalent) Maths and English grade C or above
• Educated to NVQ 4 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
• Significant administrative/ secretarial experience including initiating and maintaining office systems.
• Demonstrable experience in dealing with the public and dealing with sensitive and confidential information.
• Experience of working in NHS Complaints handling

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.