Overview
University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us. Please see below for detailed job description of the role.
The team is a small group of PALS officers (PSO) and complaints handlers offering support to all patients under the care of University Hospitals Southampton. The team are available Monday to Friday between the hours of 0800 and 1600. The PALS team is managed by a registered nurse who provides clinical oversight and the complaints team is managed by an experienced complaint manager.
What You’ll Do
Detailed job description and main responsibilities:
Ensure good customer service by providing a professional and effective initial face to face contact with patients and their relatives attending the PALS office, obtaining a summary of their concerns and queries and directing them to either another service or a PALS case officer.
Ensure appropriate electronic systems are kept up to date; ensuring that information entered onto the system is in line with the Trust’s data quality standards.
Be proficient in the use of all electronic systems in relation to the role and undertake training as required if new technology / systems are introduced, to ensure competencies are maintained and efficiencies of the administrative processes are maximised.
General administrative duties including filing, photocopying, diary management and distribution of mail.
What We’re Looking For
Experience as a Receptionist or Admin Assistant linked to a clinical service or customer focused environment.
Diploma level qualification or equivalent experience.
Good communication and general IT skills
Able to work with a team and prioritise own work
Qualifications, Knowledge And Experience
Essential criteria
- Good standard of secondary education with literacy and numeracy skills demonstrable to GCSE pass level or equivalent standard.
- NVQ Level 3 in Business Admin or equivalent level of experience.
- RSA 2 word processing/typing or equivalent experience.
- Proficient in all aspects of Microsoft Office.
- Experience as a Receptionist or Admin Assistant linked to a clinical service or customer focused environment.
- Knowledge of medical terminology
- Administrative and organisational experience.
Desirable criteria
- Courses / further study attended to demonstrate evidence of personal development.
- Diploma level qualification or equivalent experience.
- European Computer Driving Licence (ECDL)
- RSA 3
- Proficient in the use of all hospital computerised patient systems.
Skills and competencies
- Ability to learn and assimilate information quickly
- Communication
- General IT skills
- Microsoft Office skills
- Multitasking
- Prioritisation
- Teamwork
- Working under pressure
Trust Values
- Patients First
- Always Improving
- Working Together
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