Patient Experience Administrator, Band 3

at  Gloucestershire Hospitals NHS Foundation Trust

A unique and exciting opportunity has arisen for a highly motivated, friendly individual to provide professional, efficient and confidential administrative support to the Patient Experience team in a fast-paced and ever-changing environment. We are a small, supportive team working with colleagues, patients, carers and the public to understand and improve the experiences of those using our services. This role will provide a range of administrative roles within the team at a Band 3.

• Provide a high standard of customer service when dealing with enquiries from colleagues, managers and non-Trust personnel via email, telephone and in person. Exercise judgement as to the appropriate response, prioritising accordingly and taking immediate action as required.
• Deliver a professional and prompt first-line reception service for all telephone, email and in-person enquiries; signposting or forwarding queries to relevant team member as appropriate.
• Day-to-day responsibility for administering, responding to and appropriately escalating enquiries which come into the department’s centralised email inboxes
• Provide administrative support as required to the Head of Patient Experience including diary support, administration of meetings and HR processes.
• Provide administrative support to specified Patient Experience quality improvement projects, working closely with the project lead to ensure the project is successfully delivered.
• Place orders on the procurement ordering system (P2P) to support the wider Patient Experience Team
• Support, administratively the contract management of the Translation and Interpreting service
• Assist in maintaining webpage content, liaising with the Communications team as required

Gloucestershire Hospitals NHS Foundation Trust is the largest employer in the county and with over 8,000 staff, we are one of the largest NHS trusts in the UK. We offer a generous annual leave allowance, excellent bank rates, access to the excellent NHS Pension Scheme, discounts for local shops, restaurants and services, access to our health and well-being hub, access to our two on-site nurseries, flexible working options, discounted public transport, reward and recognition schemes, exercise and activity classes and membership to our popular hospital choir.
To provide professional, efficient and confidential administrative support to the Patient Experience team in a fast-paced and ever-changing environment.
Support and assist the team with a wide range of activities relating to patient experience improvement. This is an exciting opportunity for a passionate individual to come and join a team with diverse responsibilities supporting our Trust to provide the best care for everyone.
Job Purpose

General Administration Support

• Provide a high standard of customer service when dealing with enquiries from colleagues, managers and non-Trust personnel via email, telephone and in person. Exercise judgement as to the appropriate response, prioritising accordingly and taking immediate action as required.
• Deliver a professional and prompt first-line reception service for all telephone, email and in-person enquiries; signposting or forwarding queries to relevant team member as appropriate.
• Day-to-day responsibility for administering, responding to and appropriately escalating enquiries which come into the department’s centralised email inboxes
• Provide administrative support as required to the Head of Patient Experience including diary support, administration of meetings and HR processes.
• Assist the wider patient experience department to support the team’s activities.
• Work flexibly with Patient Experience colleagues and the wider Patient Experience department to ensure periods of absence (e.g. annual/sick leave) are adequately covered.
• Analyse and deal with routine problems, following Trust policy and using own initiative to ensure seamless support for the team and our customers.
• Sort and distribute incoming post/email and circulars, using judgement and expertise to distribute these to members of the team accordingly.
• Support the Patient Experience team with collating of survey data and administrative support for events including workshops and focus groups.
• Provide administrative support to the Patient Information processes.
• Assist in maintaining webpage content, liaising with the Communications team as required.
• Provide administrative support for meetings including production of minutes and action notes
• Provide administrative support to specified Patient Experience projects, working closely and regularly with project lead/commissioner to ensure the project is successfully delivered.
• Use a variety of software packages (including Excel and Word) to input and interrogate activity data relating to online surveys.
• Generate and electronically distribute relevant and timely reports.
• Organise and schedule meetings.
• Provide a minute-taking service to departmental meetings.
• Coordinate electronic diaries for the Patient Experience team.
• Assist with monitoring stock levels, and highlight as appropriate when these require replenishment.
• Place orders on the procurement ordering system to support the wider Patient Experience team.

Key Result Areas

• At least 1 years previous experience of administration in a customer care, patient or service user focused role
• Excellent listening and communication skills
• Understanding of the issues surrounding confidentiality
• Ability to prioritise and organise a varied workload, working without supervision
• Ability to demonstrate team working skills and ability to work on own initiative
• Appropriate years’ knowledge and experience of office and administrative systems
• Competence in standard range of IT programmes including Microsoft Office, Word, PowerPoint and Outlook. Competence in Access and Excel programmes
• Experience of Datix and electronic patient management systems an advantage although training can be given
• Ability to receive and communicate information clearly, respectfully and efficiently – written, telephone and face to face
• Excellent attention to detail
• Good time management skills and ability to adhere to strict deadlines
• Ability to switch tasks readily and frequently without loss of concentration

Key Relationships

• Patient Experience team
• Patients, Carers and members of the public
• Volunteers
• Any member of staff looking to use the department’s services including Consultants , Divisional Leads, Ward Managers, General Managers etc.
• People & OD Department
• Financial shared services
• PAs and secretaries to Heads of Departments and Directors
• Key community partners including those within the Integrated Care System

Physical, Mental and Emotional Effort

• Under regular supervision, to prioritise and organise own portfolio of work, consisting of administrative, reception, clerical and project-support responsibilities and which meet required deadlines and objectives.
• Physical effort – the role will be largely desk/office-based activities. This will require sitting at a desk in front of a computer for extended periods of time. There will be periods of time which are regularly spent on the phone.
• There will be occasional requirement to attend meetings and events. The post holder may be required to assist the Patient Experience team with transporting and displaying materials e.g. leaflets and posters to wards and departments, handouts and other resources for events.
• Mental effort – there is requirement on the role holder to engage in long periods of time in front of the computer. There is likely to be regular interruptions from the phone and emails.
• The post holder may be required to communicate with patients, carers and members of the public who may be upset or frustrated.

• Provide a high standard of customer service when dealing with enquiries from colleagues, managers and non-Trust personnel via email, telephone and in person. Exercise judgement as to the appropriate response, prioritising accordingly and taking immediate action as required.
• Deliver a professional and prompt first-line reception service for all telephone, email and in-person enquiries; signposting or forwarding queries to relevant team member as appropriate.
• Day-to-day responsibility for administering, responding to and appropriately escalating enquiries which come into the department’s centralised email inboxes
• Provide administrative support as required to the Head of Patient Experience including diary support, administration of meetings and HR processes.
• Provide administrative support to specified Patient Experience quality improvement projects, working closely with the project lead to ensure the project is successfully delivered.
• Place orders on the procurement ordering system (P2P) to support the wider Patient Experience Team
• Support, administratively the contract management of the Translation and Interpreting service
• Assist in maintaining webpage content, liaising with the Communications team as require