Patient Experience & Complaints Coordinator

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

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