Patient Experience: PALS & Complaints Coordinator

Esneft; Ipswich; Hybrid; GBP 20,000 - 23,000; Full time

Job summary

ESNEFT is seeking an experienced administrator to join the PALS and complaints team to provide flexible, accurate and comprehensive administrative support for patients, relatives and carers.

You will use hospital systems and the Datix database to support the Complaints Coordinators during busy periods, predominantly Monday to Friday 8am–4pm.

The role includes handling enquiries, opening mail, logging requests and producing weekly updates to the team.

Qualifications

• Educated to GCSE or equivalent in English.
• Grade 4 (C) GCSE or above in English Language.
• Previous office based administrative work.
• Experience working with the public.
• Working as part of a team.

Responsibilities

• Dealing with external and internal enquiries which may include providing non clinical information or advice to patients, relatives and carers as well as service users.
• Opening, scanning and distributing incoming post.
• Passing on messages, as appropriate, to the relevant person in a timely way.
• Listening to voicemails and allocating to the appropriate Complaints Co‑Ordinator to action.
• Managing the generic Complaints email account and allocating work to team members.
• Logging straightforward email enquiries on an electronic database (Datix) and ensuring, when appropriate, they are shared with the relevant department to obtain a response.
• Using initiative to deal with routine concerns that may arise and refer more complex issues to the appropriate person.
• Preparing weekly updates to departmental staff regarding open and outstanding Complaint enquiries which require action.
• Sharing positional updates at weekly team meeting, and with Divisional colleagues.
• Managing own workload to ensure a prompt response is provided and shared with the original enquirer

Skills

Microsoft Office

Datix

Communication skills

Teamwork

Education

GCSE English

GCSE English Language (Grade 4+)

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Datix

Evolve

Portal

Lorenzo

Job description

ESNEFT is seeking an experienced administrator to join the PALS and complaints team to provide flexible, accurate and comprehensive administrative support for patients, relatives and carers.

You will use hospital systems and the Datix database to support the Complaints Coordinators during busy periods, predominantly Monday to Friday 8am–4pm.

The role includes handling enquiries, opening mail, logging requests and producing weekly updates to the team.