Receptionist / Clerical Officer - Victoria Infirmary Northwich

Job overview 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 would be expected to have good customer service skills, excellent communication skills across a wide range of people including patients, carers and medical professionals.
It is expected that you have the personal skills which enable you to remain calm in difficult situation to gain a resolution to the concern raised.
Good listening skills are vital to ensure that you identify each issue/concern you are dealing with.You should have good organisational and team skills to help prioritise the workload within the team.
In addition you should have GCSE level in mathematics and English.
Good computer skills including Microsoft Office are essential.
NHS experience would be an advantage along with knowledge of the patient information system (PCS), Ulysses.
This is a very busy office and you should be able to work with people at all levels of the organisation and be able to work under pressure to tight deadlines.
Main duties of the job To support the Patient Advice and Complaints Team in delivering a high-quality integrated service throughout the Trust.To provide an identifiable, credible and accessible service to assist patients and carers.
This will involve working flexibly to enable the team to deliver a responsive customer focused service, providing patient support and complaints resolution.To facilitate a means of the Trust being able to respond to queries, requests for information, concerns, complaints, comments and compliments raised by service users.
To be responsible for negotiating immediate solutions to concerns and requests for information and respond promptly and effectively.
To be responsible for negotiating immediate solutions to concerns and requests for information and respond promptly and effectively.Liaising with senior management teams and service managers to ensure they can review issues raised, meet required response deadlines, produce well formatted and clear responses and develop action plans as required.Liaising, as required, with external agencies such as the Independent Healthwatch Advocacy Services (ICAS), Members of Parliament (MP's) and the Parliamentary and Health Service Ombudsman (PHSO).
Working for our organisation Mid Cheshire Hospitals NHS Foundation Trust provides a full range of hospital and community services for people across East Cheshire (population K) and West Cheshire and Chester (population K).
The Trust provides high quality planned and emergency care, cardiac, critical care, child health, maternity services and intermediate care at Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford.
The Trust provides over beds and employs over 5, members of staff.
A comprehensive range of community services is provided across medical centres and schools through our Central Cheshire Integrated Care Partnership.
We have played, and continue to play, a proactive role in the development of Integrated Care plans across Cheshire & Merseyside and our local Cheshire East and Cheshire West Place-based systems.
We believe, and it is the cornerstone of our five-year Trust Strategy, there is the opportunity to progress innovative, responsive and effective care in the best setting for the patient, be it in the hospital or out in the community.
At Mid Cheshire, our mission is to inspire hope and provide unparalleled care for the people and communities of Cheshire, helping them to enjoy life to the fullest.
Detailed job description and main responsibilities To provide on the spot assistance and support to patients, relatives, carers and the general public in the speedy resolution of concerns or queries raised through liaison with Trust staff or other outside agencies.To handle sensitively concerns raised by the most vulnerable members of the community i.e children, older people and those with mental health problems.Work with individual patients and carers to resolve wide-ranging areas of concern, which sometimes requires diplomatic, tactful, and compassionate responses to complicated or distressing situations.
This can involve the need to clarify issues raised and agree how these can be best addressed.To independently prioritise and manage a caseload of complaints and informal concerns without direct supervision.Promote and foster good relationships with external agencies such as Healthwatch Advocacy, offices of local MPs and the Ombudsman, preparing information and responses as required.To process concerns and complaints in line with national guidance, ensuring resolution to the satisfaction of the service user wherever possible.
Person specification Experience Essential criteria Customer Service ExperienceComplaints handling Desirable criteria NHS Experience Skills Essential criteria Capability in use of MS Office applications Desirable criteria Use of Ulysses and PCS Education Essential criteria Educated at GCSE Level Key Messages·Please let us know if you require an adjustment to our recruitment process.
We are a flexible working employer, so please talk to us about any flexible working requirements.
·All correspondence will be sent to the email address you have registered as your TRAC account.·Selection is based on the Trust's values, and the criteria outlined in the Job Description for the role.·Secondments will be considered for fixed term positions when both parties agree.
Candidates should seek approval from their current line manager before application.·Appointments are subject to a 6-month probationary period.
LED Doctors are subject to a 3-month probationary period.
·You will be required to pay for your DBS disclosure (where the post requires one).
This will be done via 3 monthly instalments from your pay.
We encourage applicants to join and remain registered with the DBS update service.·We do not reimburse travel to interview expenses.· Some posts may have implications on existing NHS Pension Scheme arrangements.
For further information please visit the NHS Pensions Agency website: ·Employers have a legal responsibility to ensure that their employees have a "right to work" in the UK.
If you intend to seek permission to work in the UK via a Skilled Worker visa, please be aware that the UK Government set eligibility requirements e.g.
minimum salary requirement and skill levels.
Not all NHS roles are eligible for sponsorship.
We recommend that you use the information on the to check if this role will be eligible.
Employer certification / accreditation badges 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 4 (Exceptions) Order 5 (Amendment) (England and Wales) Order 0 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.
Documents to download Further details / informal visits contact NameLaura NoakesJob titlePatient Experience ManagerEmail ****** number