Patient Experience & Complaints Administrator (Hybrid)

Northumbria Group.; Sunderland; Hybrid; GBP 28.000 - 31.000; Vollzeit

Benefits dieser Stelle

Flexible working

Hybrid working

Pension scheme

Professional development and training

Supportive team environment

Lease Cars (Salary sacrifice)

Zusammenfassung

NHS North East and North Cumbria Integrated Care Board is hiring a Complaints and Patient Experience Administrator (Band 4) in Sunderland. This permanent, full-time role includes flexible and hybrid working options and a 37.5-hour week.

You will support the complaints service with administrative coordination, ensuring timely handling from receipt to closure while maintaining sensitive information with care and professionalism.

Qualifikationen

• Significant administrative experience including office systems.
• Experience dealing with the public and handling confidential information.
• Experience with NHS complaints handling is desirable.

Aufgaben

• Make and receive telephone calls from patients, complainants, families and provider organisations.
• Prepare acknowledgements, consent requests and routine correspondence using approved templates.
• Maintain accurate complaint records on SIRMS and other electronic systems.
• Monitor deadlines and progress correspondence and actions within timescales.
• Check information for completeness and escalate matters as needed.
• Coordinate meetings, prepare documentation, take notes and record actions.
• Support production of routine reports and complaints activity information.

Kenntnisse

Administrative experience

Customer service

Confidential information handling

Excellent written and verbal kommun?

Ausbildung

GCSE Maths and English (C or above)

NVQ 4 level or equivalent

NHS Complaints handling

Tools

SIRMS

Electronic records management

Jobbeschreibung

NHS North East and North Cumbria Integrated Care Board is hiring a Complaints and Patient Experience Administrator (Band 4) in Sunderland. This permanent, full-time role includes flexible and hybrid working options and a 37.5-hour week.

You will support the complaints service with administrative coordination, ensuring timely handling from receipt to closure while maintaining sensitive information with care and professionalism.