Job summary
- Main area
- Patient Experience
- Grade
- Band 3
- Contract
- Permanent: full time post, core hours Monday to Friday 8-4
- Hours
- Full time - 37.5 hours per week (Monday - Friday)
- Job ref
- 156-6344561
- Employer
- Royal Cornwall Hospitals NHS Trust
- Employer type
- NHS
- Site
- Royal Cornwall Hospital
- Town
- Truro
- Salary
- £22,816 - £24,336 per annum pro rata
- Salary period
- Yearly
- Closing
- Today at 23:59
Employer heading
Patient Experience Administrator
Band 3
Job overview
Are you a compassionate, resilient and organised individual with excellent clerical skills looking for an opportunity to work in a corporate team dedicated to supporting patients, relatives and service users, and Trust staff, in resolving complaints and concerns related to Trust services, and in improving the experience of patients, carers, families and service users?
The Patient Experience Team is seeking an Administrator to provide comprehensive administrative and clerical support for complaints handling and patient engagement faculties. The Patient Experience Administrator will work closely with the other members of the wider Patient Experience Team and other Corporate and Care Group Governance teams, and have direct contact with patients and their families.
The role requires someone who is calm, well organised, a good communicator who is resilient and able to speak to worried, anxious or distressed clients on the telephone.
This is a full time post working 37.5 hours per week, This is a hybrid role with a requirement to be on site and work remotely every week.
Main duties of the job
The purpose of this role is to provide comprehensive administrative and clerical support for complaints handling processes and patient and family feedback.
The post-holder will be required to have previous administrative/secretarial experience, in a position with a customer care focus, preferably in the NHS or similar.
The post-holder should have proven experience of Microsoft Office (Outlook, Word Excel, Powerpoint) and a good standard of general education, including GSCE grade A-C in English and Maths. An NVQ Level 3 or equivalent experience is also required.
The post-holder will be able to demonstrate good analytical and judgement skills, the ability to apply critical reasoning to the interpretation of information, and sound planning and organisational skills related to own work, for example, planning of straightforward tasks which may be ongoing such as reoccurring meetings and diary appointments.
Working for our organisation
Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.
Detailed job description and main responsibilities
PLEASE NOTE: To view the full Job Description and Person Specification, please click the supporting document on the right-hand side.
To be an employee of the NHS you need to successfully complete the following:
- Identity Checks
- Professional registration and qualification checks
- Employment history and reference checks
- Work health assessments
- Criminal record check standards
- Right to work checks
For further information please visit:
https://www.nhsemployers.org/topics-networks/employment-standards-and-regulation
Many of our staff work flexibly in many different ways. Please talk to us at interview about any flexible working arrangements you would prefer or require. While we may not be able to fully accommodate all requests, such requests will not be referenced during the interview scoring process, and we will fully consider and try to accommodate them for successful applicants.
We reserve the right to close this advert early, or when the allocated number of applications has been reached. Please submit your application at the earliest opportunity.
Person specification
Administration experience
Essential criteria
- Proficient in entire MS Package including Excel
Desirable criteria
- Experience of minuting, spreadsheet and diary management
Excellent inter personal skill
Essential criteria
- Administrative experience in the NHS or other large organisation
Desirable criteria
- Experience in a busy, customer facing role
Administrative Experience
Essential criteria
- Working with clinicians, managers and others regarding patient care
Desirable criteria
- Experience working in a healthcare environment using computerised data systems
Qualifications
Essential criteria
- Experience in an administrative role in a field with a Customer Care focus equivalent to NVQ Level3
Desirable criteria
- Working knowledge of PAS and Datix
Desirable
Essential criteria
- Able to escalate issues urgently where required on own initiative
Desirable criteria
- Creative in approach to tasks and workload management
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Megan Nicholls
- Job title
- Patient Engagement & Feedback Manager
- Email address
- [email protected]
- Telephone number
- 01872 252793
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