About this role
Job summary
The aim of the LtP Call Handler/Administrator is to provide the initial point of contact for telephone concerns received by the Corporate LtP Team. They will also be responsible for uploading the information onto RLDatix.
The post holder will be required to use their own initiative when dealing with situations outside the parameters of procedures, but they can liaise with the Concerns Manager or experienced member of the LtP team for advice and guidance when required, particularly for difficult situations.
The post holder will also provide administrative support to the Listening to People Team.
They will promote a compassionate approach whilst responding to patient, family and service user enquires commensurate with organisational values, which promotes active listening and learning as the basis for improved engagement.
Main duties of the job
To be responsible as the first point of contact for receiving, directing and monitoring calls from complainants. To obtain accurate details from the complainant, maintaining confidentially and ensuring compliance with General Data Protection Regulations (GDPR). To maintain an empathetic approach, whilst interpreting the needs of distressed /bereaved complainants. Discuss and agree actions with the Concerns Manager or experience member of the team, to facilitate early resolution wherever possible. Ensure detailed and accurate logging of information received from the complainant onto RLDatix. Assist in the complaints process for ensuring that draft complaint response letters that are sent to the Listening to People Team are correctly formatted and printed, prior to sign off by the Chief Executive. The post holder will be required to use the software packages that are in operation within the Health Board including, Word, Excel, PowerPoint and Outlook. Also, input and access information on RLDatix (i.e., web based Datix for incidents and separate module for complaints). Provide support to the Public Services Ombudsman for Wales (PSOW) and the Serious Incident Team, if required.
About us
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Job description Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Person Specification
Other Essential
Flexible approach to work and working arrangements
Aptitude and Abilities Essential
Excellent telephone manner and ability to deal with distressed callers Ability to prioritise, plan workload effectively and identify urgent action Good communicator and interpersonal skills, both verbal and written Ability to work under pressure
Desirable
Negotiation skills
Experience Essential
Knowledge and experience of administrative procedures, IT skills Experience of working in a customer focused environment. Liaising/communicating with all levels of stakeholders
Desirable
Previous experience of working in an NHS setting Working experience of ABUHB E-Systems (e.g. Datix/RLDatix)
Qualifications and or Knowledge Essential
Knowledge of administrative procedures and systems, some of which are non-routine, and non-routine activities such as answering queries, progress chasing, task related problem solving, acquired through experience and training to Vocational Level 3 or equivalent demonstrable experience
Desirable
Welsh language level 3 or fluent Welsh speaker ECDL qualified
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Aneurin Bevan University Health Board
Address Headquarters St Cadocs,
Lodge Road
Caerleon
NP18 3XQ
United Kingdom
Employer's website https://abuhb.nhs.wales/ (Opens in a new tab)