Administration Assistant (Complaints)

at  Blackrock Health Hermitage Clinic

ESSENTIAL REQUIREMENTS FOR THE IDEAL CANDIDATE:

• Leaving Certificate or equivalent
• 2 years administration experience
• Excellent communication skills- both verbal and written
• Microsoft office skills- Outlook, Word, and Excel
• Experience of complaints handling
• Experience of working with staff at all levels within an organisation.
• Experience of providing mediation and/or customer care service

DESIRABLE REQUIREMENTS FOR THE IDEAL CANDIDATE:

• Experience of influencing change and promoting learning
• Legal administration experience

THE ROLE

We are seeking an Administrative Assistant (Complaints) to join the Quality team on a specified purpose, full time contract. The purpose of the role is to provide administrative support to the Quality department. The post holder will have a special interest in dealing with patient complaints and issues in a compassionate and effective manner. This is a dynamic, evolving role, which will offer an enthusiastic candidate the opportunity to be innovative and effect further development and change. The role is responsible for the provision of quality administrative service in line with the highest professional practice. As a key member of the quality team, the role holder will facilitate effective communication with colleagues in the hospital. The position requires a participatory approach to the development of services and structures, embracing continuous quality improvement and the management of changes necessary to achieve organisational objectives.

MAIN DUTIES AND RESPONSIBILITIES:

• General feedback or queries.
• Meet with Parents/Guardians/Patients when they present to the department with complaints/comments or observations about our service.
• Interact with patients and relatives proactively to address their concerns, in an effort to resolve issues prior to them proceeding to the formal complaint process.
• Take full responsibility in dealing with relevant patient complaints, queries and requests for information from the start to the end of the process.
• Ensure that both an appropriate and adequate investigation takes place in all cases in line with our hospital policy. This includes the recording of all communications between the various parties and all information taken into consideration before responses are provided.
• Approach all matters in a non-biased efficient, friendly professional manner.
• Liaise with third parties/agencies regarding all legal matters and coordinating all documentation relevant to same.
• Carry out relevant research as required and requested
• Provide training and education sessions for all departments in resolving complaints at local level.
• Draft correspondence, letters, documentation and reports.
• Update and maintain the relevant hospital information systems (including Meditech)
• Typing of reports and postage of reports in an efficient and timely manner utilising the various systems being used
• Prepare regular statistical reports as required to CEO, Director of Nursing & Transformation, Head of Quality, Risk and Accreditation, Director of Clinical Governance as requested
• Compile validate and distribute monthly complaint reports to Heads of Department Improve the communication of complaint and patient feedback trends to Heads of Department to facilitate service improvement.
• Develop the use of complaint information and data proactively, us this as a tool to identify trends and patterns of risk and concern and take appropriate action with the relevant personnel.
• Work closely with Quality Coordinators in reviewing patient feedback and complaints to identify patterns and trends and develop Quality Improvement plans with relevant stakeholders.
• Collate and maintain an efficient diary system of all follow up responses in order
• Respond to the complainant/enquirer in a timely manner