Job summary
Patient Relations Coordinator
Springhill 1, Yorkshire Ambulance Service (YAS) HQ
The role of Patient Relations Coordinator, is based at Springhill 1, YAS HQ with potential for 2-3 days per week working from home following the training period.
The successful candidate will play a key role in the Patient Relations Team which is part of the Quality and Professional Standards Directorate.
The post holder will be primarily carrying out complaint investigations and being the named point of contact for the complainant. You will be responsible for managing a busy caseload, liaising with senior managers to agree outcomes and responses to complaints and to ensure the relevant actions are taken within the service to achieve learning and service development as a result of feedback from patients and the public.
Main duties of the job
The Patient Relations Coordinator will manage all verbal and written contact with complainants and maintain high quality records of all investigations and correspondence ensuring that regulatory and contracted time targets are met, and complainants are kept adequately informed of progress throughout the period of investigation.
We are looking for someone who has excellent written and verbal communication skills and can evidence their ability to deal with an unpredictable workload, ensuring key priorities and deadlines are met through effective time management.
About us
Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.Benefits:o Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)o 27 days annual leave, increasing to 33 with service.o Contributory Pension.o NHS Discounts including shops, restaurants, gyms etc.o Car lease and other salary sacrifice schemes (salary dependent)o Dedicated employee assistance and counselling service.o Opportunities for research participation, career progression and ongoing development.o Well respected, committed and supported staff networks for our workforce.
Check out our YAS One Team Simulation! https://www.nwyhelearning.nhs.uk/elearning/yorksandhumber/yas/yasoneteam/index.html
Details Date posted
18 June 2025
Pay scheme
Agenda for change
Band
Band 5
Salary
£29,970 to £36,483 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
174-PRC-180625
Job locations
Springhill 2
Brindley Way
Wakefield
WF20XQ
Job description Job responsibilities
The post is full time (37.5 hours per week), Monday-Friday, typical working hours are 8.30am-4.30pm.
If you have any questions regarding the role contact Vicky Secka at vicky.secka@nhs.net no later than Friday 27 June 2025.
Interviews will be held on the 14 July
Job description Job responsibilities
The post is full time (37.5 hours per week), Monday-Friday, typical working hours are 8.30am-4.30pm.
If you have any questions regarding the role contact Vicky Secka at vicky.secka@nhs.net no later than Friday 27 June 2025.
Interviews will be held on the 14 July
Person Specification Qualifications Essential
* Educated to degree level or equivalent level of experience
Skills and Competencies Essential
* Ability to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management
* Excellent written & oral communication skills
* Competent in Microsoft Office applications including Word, PowerPoint and Excel
* Experience of and the ability to manage inter professional conflict, differences of opinion and difficult situations
Experience Essential
* Experience of working with NHS Complaints Procedures
Person Specification Qualifications Essential
* Educated to degree level or equivalent level of experience
Skills and Competencies Essential
* Ability to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management
* Excellent written & oral communication skills
* Competent in Microsoft Office applications including Word, PowerPoint and Excel
* Experience of and the ability to manage inter professional conflict, differences of opinion and difficult situations
Experience Essential
* Experience of working with NHS Complaints Procedures
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.
Employer details Employer name
Yorkshire Ambulance Service NHS Trust
Address
Springhill 2
Brindley Way
Wakefield
WF20XQ
Employer's website
https://www.yas.nhs.uk/ (Opens in a new tab)
Employer details Employer name
Yorkshire Ambulance Service NHS Trust
Address
Springhill 2
Brindley Way
Wakefield
WF20XQ
Employer's website
https://www.yas.nhs.uk/ (Opens in a new tab)
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