About this role
Job summary
The purpose of the role is to provide high quality and efficient administrative support to the Complaints or PALS team.
Main duties of the job
The main duties of the role are:
provide administrative support to the managers and department, including scanning, photocopying and distributing correspondence Draft letters, documents, agendas and taking minutes of departmental meetings as required Open, sort, distribute and, where appropriate, deal with incoming post on a daily basis. Manage calls received to ensure they are passed to the relevant person to deal with or taking action or a message as appropriate. This may include dealing with distressed or angry callers. Maintain and update systems already in place to record and enable progress of complaints or enquiries to be accurately monitored by updating tracking sheets and databases on a daily basis. Use the Datix modules to support the work of the Complaints and PALS team. Co-ordinate arrangements and papers for the departments meetings and provide administrative support to this and other meetings as necessary. Acknowledge letters of thanks and forward donations onto the Charity.
About us
St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Job description Job responsibilities
To support the Complaints or PALS team in moving forward and achieving the Trusts corporate objectives.
Build and maintain good relationships with clinical and non-clinical staff in the clinical services and corporate departments.
Ensure systems are in place to communicate key issues identified by Complaints or PALS to related functions within the Trust.
***Please note that this advert may close early if a large volume of applications are received***
Person Specification
Education, Qualification and training Essential
oNVQ Level 3 or equivalent knowledge and experience.
Desirable
oClinical/ IT qualification
Experience Essential
Clear and effective communication Able to describe why confidentiality is so important Experience of administrative experience in an office environment Experience working with complaints handling Experience in handling and co-ordinating data requests
Desirable
Experience using Datix or databases
Knowledge and Skills Essential
Able to deal efficiently and appropriately, in person, in writing and on the telephone, with a range of people Organised and able to multi-task/prioritise effectively Self-starter able to work on own initiative as well as being a strong team player Strong administration skills with good attention to detail
Desirable
Able to describe effective team working Able to describe how they work as a member of a team
Personal Attributes Essential
Able to work under pressure and deliver targets High level of awareness of confidentiality Ability to deal with conflicting demands in a tactful manner
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 St George's University Hospitals NHS Foundation Trust
Address Epsom Gateway
Ashley Avenue
Epsom
KT18 5AL
Employer's website https://www.stgeorges.nhs.uk/ (Opens in a new tab)