Patient Contact Officer

NHS Northamptonshire Integrated Care Board; England; On-site; GBP 42,000 - 56,000; Full time

Job summary

The NHS Northamptonshire ICB is seeking a Corporate Governance professional to support patient advice and liaison, complaints and FOI work across a new cluster with NHS Leicester, Leicestershire and Rutland ICB. The postholder will be the first point of contact for the public and handle enquiries, MP correspondence and FOI requests.

The role includes governance, information management, and ensuring compliance with legal and regulatory requirements, with 40% on-patch working across the area.

Qualifications

• Degree in a relevant subject, or equivalent experience at a similar level in a specialist area.
• Evidence of continuing professional development.
• Coordinating projects in complex and challenging environments.
• Experience in a healthcare environment.
• Previous experience in project management and planning.
• Success in efficient, effective project and programme management.

Responsibilities

• Act as first point of contact for public enquiries, feedback and complaints, including MP enquiries and FOI requests.
• Provide project and administrative support, including governance, documentation, retention, action tracking and communication.
• Review enquiries and requests daily and manage them under policies and procedures.
• Administer and maintain an information management system for recording, tracking and reviewing correspondence.
• Review and oversee compliance with legal, statutory and regulatory requirements, escalating to senior management where needed.
• Maintain an up-to-date register of subject matter experts and owners so enquiries reach the right colleagues promptly.
• Support delivery of the NHS Strategic Commissioning Framework and LNR Operating Model.
• Ensure a customer-focused approach to positive patient and public experience.

Skills

Clear writing

Report writing

Presentation skills

Public sector knowledge

Project management principles

PRINCE2 Foundations

Analytical thinking

Decision making

Initiative

Integrity

Influence

Education

Degree in a relevant subject

Tools

Microsoft Project

Job description

This Corporate Governance post supports Patient Advice and Liaison, complaints and Freedom of Information work for NHS Northamptonshire ICB, within a new cluster with NHS Leicester, Leicestershire and Rutland ICB. The postholder is the first point of contact for the public and handles enquiries, complaints, MP correspondence and FOI requests, keeping records and compliance current. The role carries 40% on-patch working across the area, with at least two days on patch. Healthcare experience and a degree or equivalent are required.

What the job involves

• Act as first point of contact for public enquiries, feedback and complaints, including MP enquiries and FOI requests
• Provide project and administrative support, including governance, documentation, retention, action tracking and communication
• Review enquiries and requests daily and manage them under policies and procedures
• Administer and maintain an information management system for recording, tracking and reviewing correspondence
• Review and oversee compliance with legal, statutory and regulatory requirements, escalating to senior management where needed
• Maintain an up-to-date register of subject matter experts and owners so enquiries reach the right colleagues promptly
• Support delivery of the NHS Strategic Commissioning Framework and LNR Operating Model
• Ensure a customer-focused approach to positive patient and public experience

Qualifications

• Degree in a relevant subject, or equivalent experience at a similar level in a specialist area
• Evidence of continuing professional development

Experience

• Coordinating projects in complex and challenging environments
• Experience in a healthcare environment
• Previous experience in project management and planning
• Success in efficient, effective project and programme management

Skills & knowledge

• Understanding of the public sector
• Knowledge of project principles, techniques and tools such as PRINCE2 Foundations and Microsoft Project
• Clear writing, report writing, and presentation skills for diverse audiences
• Persuasion and influence in complex, difficult situations, and nurturing key relationships
• Analysing information, anticipating and evaluating issues, and taking decisions on contentious matters
• Working on own initiative to tight, changing timescales without supervision

Other

• Managing projects to meet financial targets
• Integrity and trust in providing advice and support
• Intermediate keyboard skills and information handling
• Commitment to equality of opportunity and good working relationships

Nice to have

• Previous experience in a similar public sector role
• Good understanding of the health and social care environment and roles within it