Experience Support Officer

Job summary Please note - Interviews will be held on 6th February 2025This is an exciting opportunityfor candidates to be the first point of contact in the Humber and NorthYorkshire ICB for anyone wanting to highlight their experience with our healthand care services.
The role offers the opportunity to feel like you make adifference and support people reporting their experiences.
You will besupported by a team of kind, compassionate and empathetic colleagues and willneed to be skilled in communication.As anExperience Officer you are responsible for facilitating the day to dayprovision of the ICBs Experience function for the ICB which involvesresponding to public contact via the dedicated telephone line and managingqueries raised through the Public inbox.The post holder will be expected to exercise considerable initiative andindependent judgement with minimum supervision, ensuring that they exercise ahigh degree of tact, diplomacy and confidentiality at all times.
Main duties of the job The successful candidate willbe required to respond to various contacts from our population, either via telephone,email or letter and will have the ability to resolve straight forward queries raisedabout the experience that they have had with the ICB or commissioned services.The candidate will need to form close working relationships internally andexternally and understand the system well enough to appropriately directpeople.
The candidate willneed a good communication style and will need to be able to demonstrate goodwritten and oral communication skills.
The candidate will need to be resilientas they will be managing some challenging and difficult situations but there willalso be a sense of achievement from supporting someone to resolve theirconcerns.
About us Ourorganisation is driven by our strategic objectives and organisational valuesand we look for people who strongly align with them.
The Experience Team workto high standards, with the overall aim of helping and supporting ourpopulation.
The team therefore are kind, compassionate and believe it is key tohave a good sense of humour.
The team cover a large geography and are keen tosupport any new starters with their understanding of this and the serviceprovided.
Staff recognise that this role can often be demanding and as a resultregularly come together for development sessions and to learn from each other.
The job role would besuited to someone who is keen to help others, is a confident communicator and akeen team player Job description Job responsibilities The Experience Team is a friendly and professional front facing team who provide a service responding to Concerns, Complaints, Enquiries and MP contacts for the NHS Humber and North Yorkshire ICB.
This team is also commissioned to facilitate adult social care complaints on behalf of North East Lincolnshire Council.As an Experience Officer you are responsible for facilitating the day to day provision of the ICBs Experience function for the ICB which involves responding to public contact via the dedicated telephone line and managing queries raised through the Public inbox.
The post holder will be expected to exercise considerable initiative and independent judgement with minimum supervision, ensuring that they exercise a high degree of tact, diplomacy and confidentiality at all times.
You will also provide support to the Experience Officers, logging cases, setting up electronic folders and assisting with admin tasks.
Key Relationships The post holder will be required to maintain constructive relationships with a broad range of internal and external stakeholders for example: Individual Patients, their carers and families Local community and voluntary groups, statutory agencies Primary care professionals and practice staff Other PALS services ICB staff and directors The offices of the local MPs Provider organisations Care homes and home care agenciesParticipate in relevant internal ICB working groups and also external working groups/projects, services, and initiatives.
Work with members of the team and wider ICB to maintain data collection systems that will provide accurate and timely data.
Core Functions Act as the first contact point for both the ICB and all public contacts through the Experience Team.
Providing responses ranging from the provision of information through to assistance with diverse, complex and / or sensitive issues/concerns.
Liaise with senior members of the organisation, primary care, adult social care and other key stakeholders to facilitate the resolution of public/patient concerns regarding local NHS and Adult Social Care services, providing a sensitive and confidential service that meets individual needs.
Maintain regular contact with enquirers to offer updates, advice and guidance relating to their query.
Respond to enquiries received via the generic email service.
This often follows extensive investigation due to the diverse nature of the requests.
Ensure all contacts are actioned in accordance with NHS guidance and timescales.
Maintain a comprehensive knowledge and understanding of services covered by the ICB in relation to potential Concerns and Complaints.
Log MP enquiries and coordinate their investigation and response.
Log all contacts on the database and undertake first line analysis to identify significant trends or themes to facilitate change in service delivery where required and to monitor the outcome and impact of those changes.
Prepare quarterly and annual data for reports to the ICB Board and committees, local service areas, Primary Care, Commissioners and North East Lincolnshire Councils Cabinet.
Offer support and advice to patients, service users and NHS and social care staff in relation to services provided or commissioned by the ICB.
Respond to ad hoc requests for information from ICB colleagues.
Provide administrative support to the Experience team as required, including logging cases , setting up electronic folders, attending meetings, note taking, preparation of draft agendas, collation and distribution of relevant papers, including actioning as appropriate follow-up items.
Work with the team in offering awareness-raising sessions to internal colleagues, external partners and patient participation groups and attend public events to promote and publicise the work of the customer care and population experience function across the ICB Ensure performance information is accurate and capable of satisfying appropriate audit procedures.
Person Specification Skills and competencies Essential Clear communicator with excellent writing skills, data entry and presentational skills; capable of constructing and delivering clear information/instructions to staff and service users.
Strong organisational skills and the ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales.
Advanced keyboard skills, use of a range of software and data analysis skills.
Skills for effective communication of complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills.
Confidence to work and negotiate with people at all levels.
Ability to manage situations with sensitivity, insight and empathy.
Ability to maintain confidentiality and trust.
Professional, calm and efficient manner.
Positive and flexible approach to work.
Problem solving skills and ability to respond to sudden unexpected demands.
An understanding of Root Cause Analysis (RCA).
Understanding of and commitment to equality of opportunity and good working relationships.
Ability to work as an integral part of a small team within a wider directorate.
Have an eye for detail.
Desirable Ability to pull together comprehensive draft reports.
Negotiating, networking and persuasive skills Ability to deliver training to staff groups.
Skills for supporting project management.
Skills for manipulating information.
Qualifications Essential 5 GCSEs grade C or equivalent, including English and maths.
Knowledge and understanding of confidentiality.
Knowledge of administrative procedures, project management or information analysis.
Awareness of the NHS statutory complaints function and the ICBs obligations in this regard.
Understanding the workings of Social Services, Health Authorities/NHS Trust/Primary Care/independent sector.
Desirable ECDL Previously worked in similar position within the public sector Knowledge of the Data Protection Act 2018.
Experience Essential Significant experience in a customer orientated environment dealing with sensitive and confidential information.
Experience at senior admin level.
Experience of working with a range of different professionals.
Experience of effective communication with staff and members of the public in respect of potentially difficult situations.
Experience in fact finding, meeting organisation and report writing.
Desirable Experience of managing people.
Experience of minute taking