We are looking to recruit a Patient Advice and Complaints Associate to work in the Patient Advice and Complaints Team (PACT), based at Leighton Hospital.
You will report to the PACT Manager and will be responsible for handling complaints and concerns as they come into the hospital in person, by telephone or email.
Responsibilities
* Handle complaints and concerns from patients, carers and medical professionals through in‑person, telephone and email channels.
* Manage a caseload of complaints and informal concerns independently and without direct supervision.
* Provide front‑line problem‑solving and information services, acting as the first point of contact for service users.
* Resolve queries, requests for information, concerns, complaints, comments and compliments and negotiate immediate solutions promptly and effectively.
* Liaise with senior management teams and service managers to ensure issues are reviewed, response deadlines met, clear responses are produced and action plans developed.
* Coordinate with external agencies such as Independent Healthwatch Advocacy Services (ICAS), Members of Parliament (MPs) and the Parliamentary and Health Service Ombudsman (PHSO).
* Facilitate the Trust’s ability to respond to service‑user queries and provide on‑the‑spot assistance and support to patients, relatives, carers and the general public.
* Handle sensitively concerns raised by vulnerable members of the community, including children, older people and those with mental health problems.
* Work with patients and carers to resolve wide‑ranging areas of concern, using diplomatic, tactful and compassionate responses.
* Promote and foster good relationships with external agencies and prepare information and responses as required.
* Process concerns and complaints in line with national guidance, ensuring resolution to the satisfaction of the service user wherever possible.
Qualifications
* Good customer service skills and excellent communication skills across a wide range of people, including patients, carers and medical professionals.
* Calmness in difficult situations and the ability to remain composed to achieve resolutions.
* Good listening skills to identify each issue/concern accurately.
* Strong organisational and team skills to prioritise workload within the team.
* GCSE level in mathematics and English.
* Proficiency in computer skills, including Microsoft Office.
* NHS experience is an advantage.
* Knowledge of the patient information system (PCS) and Ulysses.
* Ability to work with people at all levels of the organisation and under pressure to tight deadlines.
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