Role Content Specification

Transcription

1 Role Content Specification Job Title: Directorate: Band: Responsible to: Accountable to: Customer Care and Experience Officer Corporate Services Band 5 (subject to Agenda for Change) Customer Care and Experience Manager Head of Customer Care and Experience 1 Job Summary Support the Head of Customer Care and Experience and Customer Care and Experience Manager in the management of complaints and lead the patient advice and liaison service on a day to day basis The role will be line managed by the Customer Care and Experience Manager Possess exceptional customer care skills and expertise and contribute towards improving the quality of NHS services by helping to develop the patient experience function Ensure that systems are in place to provide both timely and highly quality responses to customer care and experience activity Support the smooth running of the department, dealing confidently and efficiently with multiple priorities and sensitive situations Use initiative and self motivation to organise and balance a demanding role and competing priorities Be an excellent communicator, negotiator and mediator

2 Work in conjunction with the quality and performance team and support the Head of Customer Care and Experience and Customer Care and Experience Manager to ensure the wider lessons from complaints and patient advice and liaison enquiries are identified and acted upon Possess advanced level administration skills and high level Microsoft office capabilities Produce complaints and advice responses, maintain files, compile literature and produce a diverse range of reports Be proficient in the use of databases including data input, extraction and analysis to support the work of the customer care and experience department and help inform the patient experience agenda 2 Key Working Relationships Develop and maintain effective relationships with clinical and non-clinical staff throughout the CCG and externally in order to manage and progress patient advice and liaison enquiries, complaints and incidents as appropriate Act as a focal point for people wishing to make enquiries, complain or raise concerns about the local health system, including CCG services and commissioned services in line with the NHS complaints regulations and customer care guidance Promote and develop constructive and close working relationships with internal and external key stakeholders such as colleagues, other NHS bodies, voluntary sector and charitable agencies and other public service providers to assist in providing a seamless and responsive service Present information and issues, explaining highly complex issues, to a wide range of internal and external stakeholders Liaise with other colleagues to share best practice To provide support and advice to members of the public and CCG staff dealing with PALS and complaints Communicate information and issues, including briefings and reports as appropriate 21 Planning and Organisation: Deliver against agreed objectives, achieving quality outcomes Organise meetings (including multi agency meeting where appropriate) or events and assist in the diary management requirements of individuals in connection with portfolio of work

3 22 Policy and Service Development: To propose policy or service changes which impact beyond the post holder s own area of work To help to develop PALS and complaints policies and propose changes to improve organisational practice, policies and action plans To keep abreast of changes to national legislation and guidance and to consider new or innovative ways of managing PALS casework and complaints 23 Financial and Physical Resources: Personal duty of care in relation to equipment and resources Responsible for appropriate use and safety of office and IT equipment 24 Staff Management Provide training, advice and support on own area of responsibility Support training and induction of new and existing staff Supervises team (where appropriate) on their day to day activities Participate (where appropriate) in the recruitment process of support staff 25 Information Management Carry out timely and accurate information analysis and reporting on agreed areas of portfolio and present findings in an agreed manner Develop and maintain databases required by job Maintain administrative and information resources Carry out web based and publications research

4 3 Role Specific Responsibilities Responsible for contributing to the development and provision of a PALS and complaints specialist function as part of the Customer Care and Experience team Facilitate resolution of concerns and enquiries Responsible for undertaking administration of CCG incidents and the CCG s incident management system Support the CCG by feeding into procurement processes to give expert advice and evaluation in relation to areas of specialty Support and contribute to the CCG s continuous improvement cycle Support and contribute towards the implementation and delivery of the CCG integrated care system in respect of input around the patient experience agenda To undertake day-to-day PALS and complaints caseload work and coordination of the service including arranging meetings as required and taking and/or transcribe formal minutes or notes as appropriate and type them up Support the department to enable patient experience to become integral in the improvement of the quality of Trafford s health services Facilitate relationship management with Healthwatch Trafford assist in promoting close working relationships with voluntary sector and charitable agencies and other public service providers to assist in providing a seamless service Provide cover for the department where necessary and appropriate Undertake any other duties, which might reasonably be required commensurate with the post Identify and implement opportunities to promote the patient experience agenda Help to develop PALS and complaints policies and propose changes to improve organisational practice, policies and action plans Receive and communicate complex, sensitive and contentious information to patients/their representative in a meaningful way to ensure their understanding Sign posting members of the public and CCG Staff to appropriate sources/organisations and clinical providers relevant to the enquiry/concern

5 Resolving complex concerns in difficult circumstances, dealing with angry and/or distressed patients and /or their families Analyse and monitor complaints, PALS and incidents data to identify themes and trends and to extract relevant data from Patient Experience reports to feed into appropriate committees for consideration Prepare and deliver presentations and training to publicise PALS and complaints to a range of stakeholders, in particular hard to reach groups Attend local, regional and national networks and events as directed Obtain feedback from patients and carers to support service improvement via surveys and other techniques Contribute towards the production of user information such as leaflets and posters Contribute to relevant training of NHS staff as appropriate on PALS, the complaints policy, procedures and relevant legislation Maintain and develop PALS and complaints reporting and analysis systems and produce (as appropriate) monthly, quarterly and annual progress reports, ensuring deadlines are met Prepare routine and ad-hoc reports Concentrate for long periods whilst receiving frequent interruptions from members of the public and CCG Staff The job description is an outline of the tasks, responsibilities and outcomes required of the role The job holder will carry out any other duties as may reasonably be required by their line manager The job description may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation 4 Role Specific Person Specification-Supporting Evidence In the supporting evidence of your application form, you must demonstrate your experiences by giving specific examples for the criteria within the person specification Factors Description Essential Desirable Assessment* Education / Qualifications Educated to degree level in relevant subject or equivalent level of experience of working A C

6 Experience at a similar level in specialist area Qualification in a relevant health or social care subject A willingness to undertake training and partake in continuous professional development Experience of managing Patient Advice and Liaison enquiries and complaints Advanced interpersonal and written and verbal communication skills including report writing skills Experience of working with a wide range of service users Ability to remain focused and objective in demanding and emotionally charged circumstances Ability to listen to & understand potentially complex/confusing issues & not be judgmental A C Experience of problem solving and writing analytical reports Excellent IT skills, proficient in the use of Microsoft office and database solutions including advanced keyboard skills Experience of health service or related environment successfully completed Plain English training Excellent organisational and administration skills Experience of working in a multi disciplinary I

7 Communication skills environment and across organisational boundaries Ability to pull together comprehensive draft reports, data and letters Strong negotiating, persuading & influencing skills Ability to communicate effectively at all levels & to a wide variety of audiences Analytical skills Problem solving skills and ability to respond to sudden unexpected demands Excellent time management skills Autonomy Knowledge Ability to manage, understand & interpret complex regulations/data and translate them Experience of working autonomously, manage own workload whilst being able to self motivate and act on own initiative Knowledge of administrative procedures, project management or information analysis Sound up to date understanding of the NHS complaints legislation and customer care guidance Good working knowledge of relevant health policy initiatives and strategies Understanding of current pressures and initiatives facing the health sector Knowledge of information governance agenda

8 Ability to evaluate and analyse information and make judgements for compilation of responses to enquiries and complaints and for drafting reports I Physical skills Ability to work independently and as part of a team and able to motivate others Collaborative working with internal and external stakeholders to achieve positive outcomes, even when faced with conflict situations Up to date understanding of and commitment to the equality and diversity agenda Experience of making presentations and delivering training to mixed size groups such as training on PALS and complaints Commitment, enthusiasm and self motivation with a genuine interest in improving services Skills for manipulating information I I Advanced keyboard skills, use of a range of software Ability to work flexibly taking into account the need to ensure the office is covered during office hours along with the Customer Service and Experience Officer *Assessment will take place with reference to the following information A=Application I= Interview C= Certificate