About this role
Job summary
We are a friendly, patient-focused GP practice in Hemel Hempstead providing high-quality primary care services to approximately 16,000 patients. We pride ourselves on delivering excellent patient care and are looking for an organised and professional Complaints & Administration Officer to join our supportive team.
This is an excellent opportunity for someone with strong administrative and communication skills who enjoys working in a busy healthcare environment.
Employee Benefits
£13.50 per hour. 20 hours per week with flexible working arrangements. 28 days' annual leave (including Bank Holidays), pro rata. Full training and ongoing support. Friendly and supportive working environment. Opportunity to contribute to improving patient experience. Ongoing learning and development opportunities.
Main duties of the job
The successful candidate will:
Act as the first point of contact for patient complaints and concerns. Acknowledge and log complaints in accordance with practice policies. Coordinate complaint investigations with GPs, managers and practice staff. Draft clear, professional and empathetic complaint responses. Ensure complaints are managed within NHS timescales and practice procedures. Maintain accurate and confidential complaint records. Identify trends and assist with learning from complaints to improve patient services. Provide administrative and secretarial support to the Practice Manager and wider team. Prepare letters, reports and correspondence. Manage electronic documents and filing using EMIS Web/word/excel Carry out general office administration as required. Maintain strict confidentiality and comply with GDPR and NHS information governance requirements.
About us
We are a friendly, patient-focused GP practice in Hemel Hempstead providing high-quality primary care services to approximately 16,000 patients. We pride ourselves on delivering excellent patient care and are looking for an organised and professional Complaints & Administration Officer to join our supportive team.
This is an excellent opportunity for someone with strong administrative and communication skills who enjoys working in a busy healthcare environment.
Job description Job responsibilities
The successful candidate will:
Act as the first point of contact for patient complaints and concerns. Acknowledge and log complaints in accordance with practice policies. Coordinate complaint investigations with GPs, managers and practice staff. Draft clear, professional and empathetic complaint responses. Ensure complaints are managed within NHS timescales and practice procedures. Maintain accurate and confidential complaint records. Identify trends and assist with learning from complaints to improve patient services. Provide administrative and secretarial support to the Practice Manager and wider team. Prepare letters, reports and correspondence. Manage electronic documents and filing using EMIS Web/word/excel Carry out general office administration as required. Maintain strict confidentiality and comply with GDPR and NHS information governance requirements. Essential Criteria
Excellent written and verbal communication skills. Strong administrative and organisational skills. High level of accuracy and attention to detail. Ability to prioritise workload and meet deadlines. Excellent IT skills, including Microsoft Office. Professional, courteous and empathetic manner. Ability to work independently and as part of a team. Understanding of confidentiality and data protection. GCSE English and Maths (or equivalent). Desirable Criteria
Previous experience within a GP practice or NHS setting. Experience handling complaints or customer service enquiries. Knowledge of NHS complaints procedures. Experience using EMIS Web. Medical terminology knowledge.
Person Specification
Qualifications Essential
GCSE English and Maths (or equivalent)
Criteria Essential
Excellent written and verbal communication skills Strong administrative and organisational skills High level of accuracy and attention to detail Ability to prioritise workload and meet deadlines Excellent IT skills, including Microsoft Office Professional, courteous and empathetic manner Ability to work independently and as part of a team Understanding of confidentiality and data protection GCSE English and Maths (or equivalent)
Desirable
Previous experience within a GP practice or NHS setting Experience handling complaints or customer service enquiries Knowledge of NHS complaints procedures Experience using EMIS Web Medical terminology knowledge Previous NHS or GP experience is desirable but not essential Full training will be provided for the right candidate
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.
Employer details Employer name Parkwood Surgery
Address Parkwood Drive
Hemel Hempstead
Hertfordshire
HP1 2LD
United Kingdom
Employer's website http://www.parkwoodsurgery.nhs.uk (Opens in a new tab)