Patient and Carer Experience Assistant inWillerby inWillerby PUBLISHED 8 SEP 2024

Job Overview


An exciting opportunity has arisen to join the Trust's Patient and Carer Experience Team whose role is to support our communities with involvement and engagement in Trust activities, as well as receiving and acting on complaints and feedback.

We are looking for an enthusiastic, motivated administrative assistant to work within the Patient and Carer Experience Team. The successful candidate will provide administrative support to the team within standard procedures and contribute to the day-to-day processes. This role will be varied; you will need to have the ability to work as part of a team and be able to use your initiative in day-to-day tasks along with having good communication skills to deal with a multitude of incoming correspondence and enquiries.


Main duties of the job


The Patient and Carer Experience Assistant is responsible for providing administrative support to the Patient and Carer Experience Team including Complaints and Feedback.

The main responsibility of this role is to support the team with day-to-day administration including:

• To support the administration processes in relation to the Friends and Family Test.
• To support the day-to-day administration processes within the Patient and Carer Experience Team.
• To support the administration of the Complaints and Feedback process.
  
  

PLEASE NOTE - Previous Applicants need not apply



Working for our organisation


We are an award winning and CQC rated good health and social care Trust delivering integrated services across Hull, East and North Yorkshire. Find out more on our website

We are a forward thinking and dynamic Trust with a real commitment to staff development. We value our colleagues and invest in them to ensure they have the right skills to deliver outstanding care.

We are proud to score above or equal to the average for all NHS People Promise theme areas demonstrating our commitment to improve the experience of working in the NHS for everyone. Wherever you work we know you will receive a warm welcome and all the support you’ll need to get you started.

We recognise the positive value of diversity and promotes equality whilst challenging discrimination. We welcome and encourage job applications from people of all backgrounds.

Work life balance is about having influence and flexibility over when, where and how you work. If the work pattern for this role does not meet your needs, we welcome an application and are happy to discuss working arrangements that differ from those advertised.

We offer a unique range of benefits that go above and beyond other NHS Trusts including an enhanced leave package and health and wellbeing support.

From city to countryside, market towns to moors you’ll find a place to call home including some of the most affordable places to live in the UK.

Find out more and search live jobs.


Person specification



Qualifications And Knowledge



Essential criteria

• 4 or more GCSE's, grade C or above including English and Maths (or equivalent).
• A Level/BTEC Diploma/NVQ3/Level 3 Apprenticeship Standard/Framework in Business Administration/Customer Service or equivalent qualification, or be willing to complete.
• Knowledge of departmental and administrative procedures and systems; acquired through training e.g. ECDL and experience to NVQ3 level equivalent.
• Intermediate level knowledge of the NHS and the Trust including the services it provides
  
  

Desirable criteria

• Awareness of complaints and feedback procedures
• Awareness of Friends and Family Test feedback procedures
  
  

Experience



Essential criteria

• Understanding of a range of administrative work procedures and practices, some of which are non-routine and acquired through formal training or equivalent experience
• Ability to communicate effectively across all level of staff, patients, relatives/carers and other agencies
• Demonstrable experience within administration / customer service at an advanced level
  
  

Desirable criteria

• Understanding of a range of work procedures and practices
• Experience of using a range of Microsoft software packages and Trust IT systems e.g. Datix and Lorenzo
  
  

Skills And Competencies



Essential criteria

• Evidence of effective inter-personal communication skills
• Able to plan and prioritise effectively
• Excellent telephone manner including the ability to seek, understand and document detailed information to support the investigation process
• Ability to remain calm in challenging situations
• Ability to work effectively as part of a team
• Ability to demonstrate ethical values and attitudes within a culture of equality and diversity
  
  

Desirable criteria

• Ability to commute between the various sites
  
  

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.