Assistant Complaints Coordinator / Lead Administrator

Job Overview

To provide a comprehensive range of administrative duties in support of the Concerns Team encompassing patient complaints to support the Quality Directorate to support Patient Safety.

The post holder will have responsibility within guidelines laid down by managers to plan and co-ordinate achievement of KPIs, as assigned.

The post holder will prepare Datix reports, resolve early resolution patient complaints and work with services to resolve Grade 1 complaint

Answer all enquiries to deliver an efficient and effective service ensuring patient complaints are administered in accordance with Putting Things Right (PTR) guidelines.

Main duties of the job

Responsible for general administration of the Complaints services. This includes supervising and leading support staff, managing their day-to-day activities, ensuring good office practices and compliance with PTR guidance, Data Protection legislation. and Health Board policies.

First point of contact for complaints from patients, the general public and external organisations such as advocacy services by telephone, e-mail and correspondence. Making judgements to act or provide advice on a wide range of matters relating to patient complaints, resolving them where possible or ensuring they are accurately logged to refer them to the appropriate service. Communicate directly with other internal services and external agencies such as Llais on behalf of senior Complaints Service Management.

Plan and co-ordinate service delivery using Datix, WPAS, Symphony and relevant Health Board systems to ensure service priorities are achieved to include monitoring KPIs including Consent and Holding Letters though actioning relevant reports. Thereby enabling optimum service delivery to complainants and operational services within the Health Board.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Detailed Job Description And Main Responsibilities

Responsible for ensuring optimum management of Complaints Process, ensuring complaints are logged within the designated time scale and are working to service KPIs. Advise Complaints Managers and senior staff of ways to improve/reduce complaint response times.

Manage responses to queries for patients including the co-ordination of communication from investigation teams ensuring that response time frames are being considered and achieved.

To participate in the Complaints Quality Assurance process for responses submitted by services for Executive sign-off, to a level confirmed by senior managers.

To triage patient complaints, to a level confirmed by senior managers, and allocate appropriate grades in accordance with PTR regulations advising on the service for complaints to be assigned when logged on Datix.

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

Qualifications/Experience

Essential criteria

• GCSE grade C in English & Maths or equivalent.
• Deal with non-routine issues such as problem solving for an area of work or developing alternative or additional procedures e.g. Standard Operating Procedures (SOPs).
• Empathic, tactful, diplomatic, with the ability to cope under pressure
• Work with minimal supervision.
  
  

Desirable criteria

• To be able use own initiative & problem solve whilst understanding the need to seek advice from senior’s when necessary.
• Excellent communication skills, both verbal and written.
• Excellent organisational skills.
  
  

Skills

Essential criteria

• Adaptable to change
• Team Player
  
  

Desirable criteria

• Confidence and ability to overcome language and communication barriers when dealing with a range of people (both internal and external to BCUHB).
• Decision making skills.