Patient Experience Coordinator

Job content

Job Overview

We are passionate about improving patient experience throughout their Ophthalmology journey. You would be an active participant in the running of your Consultants waiting list and need to demonstrate excellent communication skills between all colleagues across organisations.

Have you got proven experience of leading/managing small teams? Are you educated to grades C or above in Maths and English? Do you want to be part of a dynamic and innovative team, ensuring the best possible patient care? Do you have a passion for teaching and developing small teams? Have you got a recognised audio typing qualification? Have you got a "can do" attitude towards flexible working?

Do you have experience of working with tracking data on waiting lists? This is not essential but desirable.

Then this could be the ideal role for you.

Main duties of the job

We are looking for a candidate who can lead and innovate, using their own initiative and working unsupervised.

The ideal candidate will:

• Be able to update patient pathways and address RTT performance issues and escalate to management where necessary
• Have experience in medical terminology
• Manage Consultant referrals
• Work to targets (e.g. 18 weeks) and KPI’s and sending weekly reports/updates for meetings
• Have evidence of escalating issues within a patient’s journey accordingly.
• Track every patient under your Consultant through their entire Ophthalmology journey
• Line Manager a small team of Patient Experience Administrators including appraisals etc.
• Dealing with patient concerns/complaints directly
• Close relationships with your Consultant and Management Teams
• Experience of working within a busy office environment
• Be computer literate and have excellent keyboard skills
• Deal with inbound/outbound telephone calls in a friendly manner
• Have proven customer service skills
• Have excellent communication skills
• Be a valuable team player
• Be diplomatic and tactful

Working for our organisation

We have invested £17.5 million into developing our enhanced Ophthalmology and Daycase facilities at Chorley and South Ribble Hospital. We are excited to be able to provide these additional facilities which will help us to improve our patient experience and will give our patients a choice of location and access to state of the art facilities. The new unit will include a dedicated outpatient and diagnostic space as well as three additional theatres to provide extra capacity for patients requiring a variety of day case procedures.

Our Ophthalmology Team has specialist expertise in Oculoplastics, Orbit and Lacrimal Surgery, Glaucoma, Diabetes, Medical Retina, Vitreoretinal Surgery, Neuro Ophthalmology, Paediatric Ophthalmology and Cornea and Anterior Segment Diseases. We also provide an Orthoptics service for children and adults.

Patient Experience Coordinator

NHS AfC: Band 4

Detailed Job Description And Main Responsibilities

• Develop and maintain effective working relationships with Clinicians, Managers and others within Ophthalmology and Trust wide service users.
• Be the first point of contact for the Patient Experience Administrators on clinics for all enquires or if no clinic capacity for follow-up appointments.
• Investigate and respond to complaints/incident forms as required, taking action where necessary and reporting to Line Manager.
• Where necessary coordinate admin cover for clinics.
• Responsible for day to day management and practical training of support staff.
• Identify and manage first line performance or conduct issues in line with Trust policy and Human Resource advice.
• Plans and organises own work and allocates work to Patient Experience Administrators.
• Undertaking return to work interviews following staff sick leave in line with Trust policy.
• Undertake appraisal of appropriate staff within the Directorate, providing advice and support as required and giving feedback in a manner likely to maintain and improve performance
• Ensure that adequate cover is maintained during periods of annual leave and other staff absences.
• Assist in the recruitment and selection of staff within areas of responsibility and the organisation of induction and orientation/training programmes

Person specification

Qualifications & Education

Essential criteria

• ECDL or equivalent experience
• Educated to GCSE level grades A-C in Maths & English or equivalent experience or qualification.
• Recognised audio/typing qualification/experience.

Desirable criteria

• Educated to degree level.

Knowledge & Experience

Essential criteria

• Previous secretarial / administration experience at management level.
• Knowledge of medical terminology
• Proficient in the use of Microsoft Word, Excel, Power Point and Outlook.
• Experience of working in a customer focused environment including face-to-face
• Excellent communication skills (both verbal and written).

Desirable criteria

• Supervisory experience
• NHS experience within a busy hospital environment.