Patient Engagement Admin Manager

Transformationunitgm; Hereford; On-site; GBP 30,000 - 50,000

Job description

Once you have successfully found a position you wish to apply for, you need to make sure your application does you justice and provides you with the best possible chance of getting an interview.

This means reading the job description and person specification and taking time over your application demonstrating your skills and experience.

Job overview

The patient experience admin manager will be integral to the delivery of a Patient Advice & Liaison Service (PALS) and interpreting service, whilst being part of the wider Patient Experience Team. The role will incorporate a mix of direct contact with patients and carers as well as managing a range of initiatives to ensure that we involve and listen to our patients, relatives and carers, thereby enabling them to feedback effectively at different points in their journey and ensuring that they are aware of how the Trust is responding to any issues that they raise.

Main duties of the job

This role will provide direct line management to the PALS team as well as providing oversight to the delivery of an effective and cost efficient Trust wide interpreting service. The successful post holder will need to monitor, analyse and report on themes and trends for a range of patient experience data so a high level of proficiency in IT skills is essential.

This role will require engagement with a range of stakeholders including healthcare professionals, patients and carers. As such, excellent communication skills utilising a range of media are essential to this role, including an ability to adapt communication style to the needs of the individual. Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating and training provision.

Detailed job description and main responsibilities

For more information about the role and responsibilities please see the attached job description and person specification.

Person specification

Education & Qualifications

• 5 GCSE’s (grades 4-9) including English, Maths or the equivalent
• Degree level qualification or equivalent knowledge, training and experience
• Evidence of ongoing professional development
• Teaching/Training qualification

Skills, Knowledge & Abilities

• Excellent keyboard / IT skills ensuring accuracy
• Excellent communication / customer care skills both written and verbal demonstrating empathy and compassion
• Able to adapt style of communication to the subject and audience, showing an ability to communicate effectively with other professionals, patients and members of the public
• Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating, training, reassurance
• Ability to receive and provide complex and confidential information
• Ability to interpret facts and figures and well-developed presentation/report writing skills
• Ability to deal with stressful situations and sensitive issues
• Ability to pay attention to detail where there are unpredictable interruptions to the work pattern
• Detailed knowledge and understanding of the national and local agenda for patient experience and engagement

Experience

• Experience of dealing with patients and the public/customer service experience
• High proficiency of working with a range of Microsoft Office packages (eg. Word, PowerPoint, Excel and Outlook)
• Experience of working in a busy environment working independently and exercising judgment and decision making skills
• Experience of obtaining, and using feedback using a variety of different methodologies
• Experience of participating in the delivery and implementation of projects within an agreed timescale

Personal Attributes

• Able to use own initiative
• Self-confident and assertive
• Reliable and punctual
• Empathic attitude to patients, carers and the public
• Ability to fulfil the travel requirements of post

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Name: Alison Stemp
Job title: Patient Experience Manager
Email address: [e-mail]
Telephone number: 07890 058469
Additional information: Please note I do not work Mondays. My general working hours are Tuesday - Friday 8.30am to 4.30pm.