Band 3 Patient Experience Assistant

Receive patient, relative and internal enquires via various platforms (e.g phone, email, websites and letter), responding with advice and assistance in signposting, tailoring conversations to meet their needs. Ensuring that enquires and concerns are addressed and resolved in a timely manner though direct actions or collaboration with relevant staff escalating to senior members of the team in line with departmental procedures. As an essential part of the patient experience team, you will, have a active role the analysis of patient feedback form local and national Friends and Family Test surveys. Your role is essential in understanding patient experience data from a variety of local and national survey sources to help identify trends, strengths and opportunities for improvement. This role is based at the Queen Elizabeth Hospital, with transport of other hospitals provided ad hoc as required.

This exciting patient experience administrative role is essential to provide a responsive, flexible, customer focused and reactive patient experience support to patients and staff, meeting the needs of patients cares and their families. The ideal post holder will need to have excellent communication skills as the first point of contact for enquires from our patients, the public and hospital teams, who will provide immediate advice and assistance or signposting, using their own initiative, or with guidance from the senior members of the patient experience team, to deal with and resolve informal enquires. You will work closely with the Patient Experience Officer to plan and prioritise workloads. You will have a can-do attitude, strong interpersonal skills, be curious in your approach and will continually seek to amplify the patient voice to support driving changes in experience of care at UHB.,

• Good General Education (e.g. GCSE English and Maths A-C/ 9-4)
• Business Administration NVQ level 3 or equivalent experience in an administrative environment
• Previous administration experience including effectively communicating via email, telephone, and letter
• Proven working knowledge of Microsoft Office applications -- Windows/Access/Outlook/ PowerPoint/Excel
• Ability to demonstrate empathy to patients, carers, and the public
• Willing to travel and work across all hospital sites if needed
  
  We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to: Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives. UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work. University Hospitals Birmingham is a Smoke-Free premises hospital.