Band 5 Patient Relations Officer

Job summary

We are looking for a well-motivated, friendly and hardworking individual to join our Patient Relations Team which delivers Complaints and PALS services at University Hospitals Birmingham.

We are looking for someone who is friendly, pays great attention to detail, has an excellent telephone manner and has previous experience of working in an office environment. The focus of the job is to ensure that all Patient Relations contacts are handled in line with Trust policy and procedures.

This key position will require excellent communication, writing and organisation skills, with a good knowledge of IT. Previous customer service, complaints or PALS experience is desirable. You must have a methodical approach to work and be able to work independently as well as in a team whilst remaining calm under pressure.

The successful candidate will be based at our Birmingham Heartlands Hospital office and will be required to be office based for the initial three months of their employment, before their line manager reviews the prospect of working from home one day a week (Monday - Thursday).

Main duties, tasks & skills required

• Providing advice, information and confidential support with an excellent customer service approach
• Logging, acknowledging and closing contacts
• Arranging meetings and meeting with patients, families, carers and others to support them through local resolution processes so you will be someone who is confident in interacting with a variety of different people
• Taking summary notes/minutes
• Answering telephone calls
• Data entry and record keeping
• Maintaining databases and spreadsheets
• Liaising with staff across the organisation
• Gathering information to respond to contacts within Trust timescales
• Preparing high quality responses to contacts
• Responsibility for managing a caseload and dealing with complex and sensitive information
• Meeting response timescales

This is an excellent opportunity to join a friendly and supportive team whilst working in a fast-paced and interesting department within the Trust.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

University Hospitals Birmingham is a Smoke-Free premises hospital.

Job description

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

Person specification

Qualifications

Essential

Educated to Degree level or substantial experience at a comparable level

• Minimum English qualification - GCSE grade A-C

Desirable

To have an understanding of the NHS national complaints regulations.

Experience

Essential

Experience of working with patients and families, including handling complex issues and behaviours.

• Experience of working as part of a team.
• Experience of producing reports.
• Experience of negotiating with staff of all grades/ professional groups and members of the public.
• Experience of using Datix Web or similar database.
• Experience of structured letter writing in a professional style.
• Proven working knowledge of Microsoft Office applications: e.g.Outlook/Word/Excel.
• Experience of managing own workload.
• Experience of facilitating meetings.
• Experience of interrogating patient record systems.
• Specialist knowledge of PALS and complaints practice, policies and compliance requirements.
• Knowledge of the NHS Complaints Regulations.
• Knowledge of the Parliamentary and Health Service Ombudsman (PHSO).
• Understanding of the issues and policies around equality.
• Knowledge relating to GDPR, duty of confidentiality, safeguarding and consent.

Desirable

Experience of managing a complaints caseload or equivalent case handling.

• Experience/knowledge of using and developing Datix.
• Experience/knowledge of mediation.

Additional Criteria

Essential

Excellent interpersonal and customer service skills.

• Ability to plan, prioritise and manage workload on a day-to-day basis,responding to changes requiring adjustment of plans at short notice.
• Able to identify problems and propose solutions or improvements.
• Ability to understand, manage and resolve complex, sensitive or contentious issues.
• Ability to manage conflict and diffuse difficult situations.
• Ability to mediate, negotiate with and influence others.
• Ability to write a professional letter.
• Excellent organisation skills, written and verbal communication.
• Proficient in the use of MS Office.
• Excellent standard of written English, including the correct use of grammar.
• Able to use own initiative.
• Ability to complete accurate data entry in a timely manner.
• Empathic and caring attitude.
• Interpersonal skills required include listening skills, persuading,influencing, advising, negotiating,motivating, training, reassurance.
• Ability to produce and deliver written and verbal reports

Able to work and travel across all UHB sites as required by the role.

• Able to work without supervision in a challenging and busy environment while meeting tight deadlines.
• Able to think clearly under pressure,reach decisions and take appropriate actions.
• Ability to work with and engage staff at all levels.
• Empathetic, caring attitude towards patients and their carers, relatives and representatives.
• Proactive and innovative approach.
• Self-motivated

Desirable

Able to chair and facilitate meetings.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.