Complaints Administrator/ Reception Administrator - London, United Kingdom - London Central & West Unscheduled Care Collaborative

Description

Job purpose

To provide a comprehensive administrative support service to the Practice Manager and Deputy Practice Manager

Duties and responsibilities

Core Duties

• Be responsible for providing effective and efficient clerical and administrative support to the Practice Manager and Deputy Practice Manager
• The role will involve the coordination and implementation of office procedures and will require a high degree of organisational skills and excellent working knowledge of administrative systems.

Job Description and Person Specification

Complaints and Incident Administrator

• Inform Clinical staff of any complaints against them, request statements in a timely fashion and record all Actions and Information in the Complaints Folder
• Inform Admins staff of Complaints against them, request statements, download phone recordings, and generally collect all the information needed to reply to the complaint in a timely fashion.
• Distribute complaints satisfaction surveys and entering results from Equality, Diversity and Inclusion Forms on to the system.
• Update and maintain the Complaints database, including forwarding complaints for the QA process.
• Support arranging meetings through gaining staff availability, booking rooms and sending diary invites as needed as well as preparing meeting packs as required.
• General administrative duties such as making stationery requests.
• The post holder will be required to work as part of a team and provide cross cover during periods of staff planned or unplanned absence in line with the needs of the service.
• To type and format correspondence including letters, meetings notes and reports.
• To maintain the online diary, arranging meetings and appointments.
• To assist in collating and preparing information for internal and external complaints partners such as the Ombudsman and Healthcare Commission under the direction of the Practice Manager and Deputy Practice Manager

Rota Manager

• Responsible for completing rota for receptionists at least two months in advance
• Undertake any reception duties needed to cover the shift (please see Receptionist Job Description)
• Action verbal and written correspondence from patients, relatives and carers plus staff from within MFT and external organisations. This may include accessing the internet for information, speaking on the telephone or escalating to Practice Manager whererequired.
• To check the department answer phone and retrieve messages.
• Assisting in the arranging of meetings, gaining staff availability, booking rooms, confirming attendances, sending papers to attendees, taking minutesResponsible for the maintenance of office stock control and ordering.

Ensure appropriate and confidentialfiling systems are in place and maintained.

• General administrative duties: scanning and printing documents, providing regular reports using the departmental database and Excel.
• To be committed to providing a high quality, patient focused service to patients, relatives, carers and families.