Patient Services Administrator

The Shrewsbury and Telford Hospital NHS Trust; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A regional healthcare organization is seeking an administrative support professional for the PALS & Complaints team. The role involves managing correspondence, supporting the complaints process, and ensuring compliance with internal policies. You will be responsible for various administrative tasks, including data entry, meeting arrangements, and providing first contact support for inquiries. If you're committed to improving patient experiences and want to be part of a dedicated team, apply today!

Responsibilities

• Provide administrative support to the PALS & Complaints team, managing concerns and complaints.
• Ensure incoming correspondence is recorded and processed appropriately.
• Perform administrative tasks such as typing letters, creating files, and maintaining diaries.
• Progress chase complaints and document actions taken.
• Arrange meetings and take minutes as required.
• Input accurate data onto the Complaints & PALS database.
• Act as a point of contact for phone inquiries.

Job description

Job Overview

This post is for internal candidates to The Shrewsbury and Telford Hospital NHS Trust. If you are not currently working within The Shrewsbury and Telford Hospital NHS Trust, your application will not be reviewed and automatically rejected at shortlisting stage. Please be aware of this when submitting your application.

Main duties of the job

• Provide administrative support to the PALS & Complaints team ensuring that all concerns and complaints are managed in line with national and local policy.
• Ensure that all incoming correspondence, both written and by e-mail, is opened, date stamped, recorded on the electronic post log and brought to the attention of the Head of PALS & Complaints or the appropriate Case Manager/PALS Co-ordinator.
• Provide administrative support to the team, including typing letters, creating complaint files, taking and transcribing meeting notes, creating training materials, maintaining diaries, filing and archiving records and making and receiving telephone calls and enquiries.
• Progress chase complaints throughout their course and record all actions undertaken in the complaints file, in accordance with departmental procedure.
• Arrange meetings, as requested and following liaison with all parties, arrange the venue, a mutually convenient date and time to meet and circulate relevant papers in advance. Where appropriate, take notes/minutes in meetings with staff and complainants.
• Responsible for inputting accurate data onto the Complaints & PALS database, as required.
• Act as the first point of contact for all internal and external telephone calls to the office.

Working for your organisation

Our vision, 'To provide excellent care for the communities we serve,' is not just a statement; it's a promise we live by every day. Guided by our core Values - Partnering, Ambitious, Caring, and Trusted - we're determined to make a real difference in the lives of those who matter most: our patients and their families. If you're ready to be part of a team that's dedicated to continuous improvement, come join us and let's make a difference together! The Complaints & PALS Team are committed to helping patients and their families to resolve any concerns they have and to supporting the Trust in learning when things go wrong and addressing the issues raised to prevent problems recurring.