Patient Relations Administration Officer

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., 1. To assist with the implementation and maintenance of an efficient office management system/procedures to enable the Department to optimise their standards of care.
2. 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.
3. 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.
4. Collate, photocopy, scan, and input and/or distribute information and patient records on behalf of the Patient Advice and Liaison Service (PALS) Team.
5. 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., + 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.
To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust's Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.
Before applying, we encourage you to review the Trust's Values and Behaviours which can be accessed on the right side of this page under the job description.
The Supporting Information Section in your application should therefore reflect your understanding of the Trust's Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.
The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed. Where a post has an overwhelming response, this Trust may use random selection in order to reduce numbers to interview, any disabled applicants will automatically be guaranteed an interview and will be exempt from this process.
In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests). This data will be transferred using NHS Electronic Staff Record and third-party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post.
UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.
If you are successful at interview you will receive a conditional offer of employment and we'll ask you for information so that we can carry out pre-employment checks. You must successfully complete all pre-employment checks to progress to a final unconditional offer.
We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents.
Depending on you level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate.
All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence^® designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence ® - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.