Patient Experience Administration Officer

Job overview

The Patient Relations Administration Officer will provide administrative support to the Patient Advice and Liaison Service (PALS), in accordance with Departmental and Trust guidelines, policies and procedures.

Please be advised sponsorship is not eligible for this post.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

Main duties of the job

• To assist with the implementation and maintenance of an efficient office management system/procedures to enable the Department to optimise their standards of care.
• Deal with telephone enquiries received into the Patient Experience Team including the management of voicemails received by the Patient Advice and Liaison Service (PALS) Teams and escalate to the appropriate member of staff, ensuring that this is logged and attached to Datix.
• Welcome, receive and greet all visitors to the area, providing the first point of contact for all service users, resolving routine enquiries and complaints professionally and in accordance with Departmental and Trust standards and procedures referring other queries to relevant colleagues where appropriate.
• Collate, photocopy, scan, and input and/or distribute information and patient records on behalf of the Patient Advice and Liaison Service (PALS) Team.
• Monitor consent requests on Datix and seek consent when required by contacting the complainant. Ensure once appropriate consent is received that Datix is updated, and the PALS Coordinator informed.

Detailed job description and main responsibilities

• Is responsible for ensuring a signed PALS response and general correspondence is posted to the appropriate person.
• Support the PALS Coordinator to ensure the tracking of PALS responses which are due.
• Responsible for liaising with Trust Departments to ensure availability of documentation and patient records to support PALS responses. Will be required to review notes/documentation and scan and share information appropriately.
• Organise documents and medical records for scanning to be shared with PALS Officers.
• Prepare agendas and make arrangements for routine and ad hoc meetings for the Head of Patient Relations and PALS Co-ordinator and the Patient Experience Team when required.
• Maintain high quality standards by ensuring that the data entered onto Trust systems on behalf of the Complaints and PALS team is accurate, complete, and up to date including EPR.
• Following training, provide cross-cover support for other roles within the Team in the absence of colleagues.
• Responsible for maintaining and developing an efficient and effective electronic Department filing system.
• Responsible for managing mail (electronic and written) received into PALS Department and ensure it is correctly recorded and added to Datix postbook or escalated to an appropriate member of staff if required.
• Participate in an annual personal development review and work to achieve agreed objectives.
• Participate in appropriate training and development activities relevant to the role.
• Undertake any other tasks as required by the Head of Patient Relations or PALS Co-ordinator in accordance with the grade and nature of the post as required.
• Prioritising daily tasks to achieve set timescales.
• Where required order stationary and any other items.

For further details of the role please see the attached job description.