Complaints and Patient Experience Administrator

NHS Jobs; Sunderland; On-site; GBP 21,000 - 27,000; Full time

Job summary

NHS Jobs in Sunderland is seeking a Complaints and Patient Experience Administrator to support the complaints workflow and patient experience initiatives. You will handle telephone enquiries, draft routine correspondence, and assist with evidence gathering and record-keeping.

You will maintain electronic records, monitor deadlines, coordinate meetings, take minutes, and help produce routine reports. The role requires meticulous attention to detail and the ability to handle confidential

Qualifications

• Significant administrative experience.
• Excellent written and verbal communication skills.
• Experience dealing with the public and handling sensitive or confidential information.

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.
• Coordinating meetings, preparing documentation, taking notes and recording agreed actions.
• Supporting the production of routine reports and complaints activity information.

Job description

Complaints and Patient Experience Administrator

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.