- managing and overseeing the administrative component of the complaints and compliments database - inputting information, monitoring and updating operational data quality
- Utilising a keen eye for detail and used to a busy role
- To ensure careful consideration of sensitive information and confidentiality
- Support the team with monitoring service-related data activity. Person Specification
- Able to multi-task
- Able to communicate clearly, and effectively in English both in written and verbal formats
- Ability to think and plan ahead to meet conflicting demands and deadlines to deliver on core tasks, manage competing demands and respond to new priorities
- Excellent interpersonal skills
- Ability to take accurate minutes/ notes and distribute independently
- Keyboard skills including able to touch type with accuracy
- Able to respond positively to the changes in the working and healthcare environment
- Ability to be proactive and support change
- Ability to work under pressure
- Good listening and problem-solving skills
- Ability to interpret requests from others to provide accurate information and advice
- Able to demonstrate tact and sensitivity with patients, relatives, the public and staff
- Ability to communicate with a wide range of people, including staff, patients and carers and build / maintain positive relationships with service managers/staff/service users
- Willingness to be flexible to meet objectives of the team
- Self-motivated, with ability to work without supervision to deadlines
- Able to appropriately manage difficult and confrontational situations, empathetically dealing with concerns from patients and relatives, some of whom may be very confused and/or abusive or have difficulty with communication
- Knowledge of the NHS complaints procedures, the role of the Parliamentary and Health Service Ombudsman
- Previous demonstrable administrative experience supporting senior staff in a complex organisation
- Previous demonstrable experience of working to tight deadlines
- Experience of organising meetings and events workshops
- Demonstrable previous experience of using outlook (including e-mail and electronic diary management)
- Experience of dealing with matters of a confidential nature
- Experience in handling and speaking with service users / customers over the phone and dealing with challenging behaviour
- Experience of working with a range of stakeholders including internal and external
- Excellent telephone manner
- Experience of managing information electronically and manually; including data inputting experience
- Experience of working within the NHS or a health or social care setting
- Data handling/reporting experience, including the production of charts/tables
- Working knowledge of Datix or other NHS Risk Management database Respond/Radar
- Experience of e-PJS or other clinical records system Cerner, EMIS, RiO
- An understanding of Freedom of Information Act and the Data Protection Act
- Experience of working in a complaints or patient experience function
- Educated to GCSE standard (including English and Mathematics grades A- C) or equivalent
- RSA 3 or equivalent knowledge of a range of secretarial procedures
- Minute taking qualification or evidence of knowledge gained through training or experience
- Evidence of continued professional development
- NVQ 3 in Administration or equivalent
- Excellent attention to detail and accuracy in produced work
- Must be prepared to travel between hospital sites in a timely manner, or start the working day at different hospital sites
- Understanding and respectful of Equality and Diversity
- Demonstrates honesty and integrity and promotes organisational values
- Willingness to learn new skills
- Knowledge of Caldicott guidelines
- Understanding of key issues affecting service provision in NHS and Social Services
- Understanding of mental health service issues / provision
Complaints Team Administrator - London, United Kingdom - South London and Maudsley NHS Foundation Trust
Found in: Talent UK C2 - 1 week ago
Description
Job summary
NHS AfC: Band 4
The Complaints Department is a very busy and sensitive environment. The team work to tight deadlines, supporting a wide audience which includes staff, service users, carers/relatives, members of the public, local partners, commissioners, health service regulators and other organisations.
The Complaints Team Administrator is an important role within the Department and often the first point of contact for families/carers and other members of the service user's network; therefore the post holder plays an central role in ensuring a good patient experience and positive image of the service and Trust.
The post holder will be responsible for providing a proactive, comprehensive administrative to the Complaints team, enabling the team to operate effectively and efficiently. The post holder will use their interpersonal and communication skills in dealing with what are frequently complex and emotional situations over the telephone and in person.
The post holder's responsibilities will require the ability to travel to all Trust's sites.
We are not currently accepting applications from previous applicants.
Main duties of the job
The role includes supporting the timely resolution of concerns and complaints, ensuring accurate record keeping, along with managing and monitoring local administrative data systems. Therefore, we are looking for someone who is efficient, flexible, friendly and organised with good written and strong oral communication skills, who will be able to develop good working relationships with staff working across the Trust.
Excellent communication skills, both written and verbal, are essential as the role requires the post holder to receive and provide a response to sensitive or contentious information.
Due to the nature of the enquiries we receive, the role can be challenging at times and we therefore require the post holder to demonstrate a flexible, resilient, calm and sympathetic approach.
About us
About the location:
You will be based at our Trust headquarters located at Denmark Hill less than 5 minutes from the train station (zone 2). We also provide services and operate across other locations, such as London boroughs of Croydon, Lambeth, Lewisham and Southwark; and substance misuse services for residents of Bexley, Lambeth, Greenwich and Wandsworth.
We look forward to receiving your application.
Job descriptionJob responsibilities
We are looking for an administrator with excellent organisation and communication skills and a keen eye for detail. The successful candidate will be proactive, assertive, adaptable, work well within a team and be passionate about providing a high-quality service. We are looking for a candidate who has a positive attitude, is efficient, great with systems and inspired by the idea of making a difference.
Skills and Knowledge
Essential
Desirable
Experience
Essential
Desirable
Qualifications
Essential
Desirable
Additional requirements
Essential
Desirable