Specialist Administrator For Complaints - B5

Job summary This role will be a Secondment if coming from an NHS organisation or a Fixed Term Contract if coming from outside the NHS.FTC / Secondment For 6 Months.Interviews: 07 February 2025.An exciting six month (6) month fixed term opportunity has arisen for an experienced Administrator who would like to support the Mid and South Essex (MSE) Integrated Care Board (ICB) Patient Experience and Complaints team as a Specialist Administrator/Case Officer.Working closely with Mid and South Essex Alliances Primary Care and Primary Care Nursing and Quality colleagues, you will provide day to day administrative support that facilitates resolutions for our MSE ICB patients/service users.You will be one of three (3) Specialist Administrator/Case Officers in the Primary Care Complaints team and will link in with the overarching MSE ICB Patient Experience and Complaints team.
Main duties of the job We are looking for a team member who has the following attributes:Excellent communicator both written and verbalHighly organised and works well within a processA completer/finisher with good attention to detailHorizon scans for potential issues or escalationsPatient focused and empatheticFor further information please contact Alix McMahon or Julie Davis About us Mid and South Essex ICB is a statutory organisation responsible for the planning and delivery of local health and care services, across Mid and South Essex and is part of the wider integrated care system.
Integrated Care Systems (ICSs) are partnerships of health and care organisations that come together to plan and deliver joined up services and to improve the health of people who live and work in their area.
The headquarters for the organisation is Phoenix Court, Basildon, but there is a hybrid model of working, which includes working across Mid and South Essex and home working.We are passionate about creating an inclusive workplace that promotes and values diversity.
We know through experience that the different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better patient outcomes.
We welcome applications regardless of peoples age, disability, sex, gender, identity and gender expression, sexual orientation, race or ethnicity, religion or belief.
We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustment for people who have a disability.
We would also encourage applicants to raise any personal circumstances they would like us to be aware of so that we can consider possible adjustments.Unfortunately, the organisation does not have a Sponsorship licence.
Job description Job responsibilities ROLE PURPOSE / SUMMARYThe Mid and South Essex Integrated Care System will comprise the Integrated Care Board (ICB), which is the statutory body for the NHS, and the Integrated Care Partnership (ICP), which is a committee of the ICB, and brings together key health, care, community and voluntary sector organisations across the area.The ICS has a bold ambition to deliver improved outcomes for our population through our four Alliances, and we are placing clinical and professional leadership and the voice of our residents at the heart of realizing this ambition.The Complaint Support Primary Care will be responsible for leading on primary care queries brought to the attention of the ICB.
With the support of the Complaints & Patient Experience Manager they will be responsible for the co-ordination and administration of all primary care queries in line with the Mid & South Essex Integrated Care System Complaints Policy and NHS Complaints Regulations 2009.
The post holder will also be responsible for providing an impartial, frontline public enquiries service, receiving and resolving enquiries in a timely manner.You will be able to work under supervision, with the ability to prioritising workload, exercise initiative and have a problem-solving approach when tackling areas of work.
You will also maintain personal development to meet the changing demands of the job and participate in appropriate training activities.
The post holder will demonstrate compassionate communication, partnership, and networking skills, which are needed to create effective working relationships across a range of internal and external stakeholders.COMPETENCY BASED KEY DELIVERABLESTo be able to work with an integrated system for handling compliments, comments, concerns, enquiries, and complaints about the services commissioned by Mid & South Essex Integrated Care System in line with national requirements and local policies.To support the Quality team to deliver the statutory function of continuous quality improvement, through the commissioning of high-quality services for the local population.To support the process of compliments, comments, concerns, complaints, enquiries are received and responded to in a professional and timely manner and, in accordance with the regulations and are logged onto the data base for effective management, investigation and responseTo collaborate and assist the triangulation of patient experience by providing primary care query information to enable the identification of themes and trends which will in turn improve quality assurance.Work in partnership with directors, service managers, patients, service users and carers, mediators, external organisations, and others to resolve all queries as tmly ss possible.
Support the implementation of the patient experience agenda across commissioned services and within the ICS.Develop robust relationship with key NHSE regional and wider Primary care Complaints Leads.Support Quality Managers regarding quality improvement and assurance processes by sharing information gathered from complaints, concerns, enquiries, and complaints about Providers commissioned by Mid & South Essex ICS.Contribute to the delivery of one or more strategic plans, enabling key milestones to be delivered and raising any issues associated with the delivery of plans and workstreams.Responsible for decisions made during the course of their duties, seeking guidance and escalating issues where appropriate Person Specification Qualifications Essential Degree or equivalent level of experience in relevant role or Diploma plus evidence of additional training/experience to support the requirements of the role Experience Essential Substantial experience of working in a senior administration/secretarial environment Experience of working in a service focused environment.
Experience of managing incoming and outgoing information requirements, handling correspondence/queries which may be complex, sensitive or highly confidential.
Skills Essential Good communications skills using a range of methods , written and verbal.
High level of attention to detail Ability to managing own workload, working to deadlines with minimal supervision Other Essential Requirement to spend substantial amounts of time inputting at a keyboard or reviewing computer information via the VDU Ability to travel to attend meetings and attend for work at several locations, including home, for the purpose of hybrid working Knowledge / Understanding Essential Knowledge of administrative systems and procedures Understanding of practices within required field of work Can demonstrate and deliver business acumen in their area of responsibility ensuring value for money Partnership Working / Leadership Management Essential Ability to work in a collaborative way across organisational/sector boundaries in order to achieve the highest quality outcomes for patients Challenges within remit of the role and escalates appropriately where these principles are at risk of not being upheld Role model core behaviours including equity and diversity and maintaining a professional image at all times