Clinical Complaints Administrator

Are you an experienced administrator with excellent data entry and excel skills?

Can you juggle several tasks at once whilst remaining positive and professional?

If you have answered YES then please read on!

We are recruiting for a Clinical Complaints Administrator

Full-Time 37.5 Hours per Week: (Monday - Friday)

An exciting opportunity for experienced administrators has arisen within the Clinical Complaints Department. The role represents a great chance to be part of an interesting and diverse environment working alongside industry professionals.

You will be responsible for processing feedback about our Flexible Workers and Trusts. This role is all about quality - from the data entry work on excel spreadsheets to managing and maintaining the CCM system (Customer Communication System).  

You will have a calm approach to problem solving and be comfortable communicating at all levels.  You will have a positive attitude, excellent communication and organisational skills, a flexible approach, and the ability to work to deadlines.

Key responsibilities:

• Manage an allocated number of complaints/feedbacks, which includes working closely with the Investigating Officer/Nurse Leads and ensuring that all feedbacks are dealt with within the set time frame.
• Implement the NHS Professionals Complaints and Incidents Management Policy, by entering data, tracking, and monitoring responses and compliance for NHS Professionals employees and Bank Members, temporary staff from commercial agencies and NHS Client Trusts.
• Record feedback and ensure that they are dealt with in a timely manner by logging onto the database according to specified categorisations, Risk Rank Matrix and ensuring all requested information is obtained, logged, and backed -up.
• Communicate and liaise with senior managers (Nurse Managers, TSAMs, TOMs, STSPs and Bank Member HR) and external stakeholders (commercial nursing agencies and NHS Trust staff) in connection with the investigation of complaints, incidents..
• Manage, maintain, and develop the Alerts Database.
• Communicate highly sensitive or contentious information with tact, diplomacy and understanding.
• Maintain confidentiality of information.

The successful candidate will:

• High quality data entry skills and demonstrable experience
• Experience of managing databases
  
• Office Administration skills - proficient on Excel and Word
• Excellent communication skills
• Show understanding of NHS Professionals processes and policies
• Experience of NHSP systems such as Staff Bank, CCM, eRec
• • Familiarity with NHS terminology
  • • Excellent written and verbal communication skills
    • Ability to work as part of a team
    • Ability to remain calm under pressure

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance - 27 days per year, plus bank holidays
• A commitment to talent management & development
• Star of the Month! -  Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win £100 worth of shopping vouchers
• Pension – We’ll contribute up to 10% towards your pension if you join our stakeholder pension scheme
• Life Assurance
• Group Income Protection
• Wellbeing Programme
• Employee Assistance Programme
• Employee Engagement & discounts platform

About Us:

NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.

We are particularly proud of being the first NHS organisation to gain the accreditation of Top Employer by the Top Employers Institute. This is a huge testament to our ongoing commitment to making NHSP a great place to work for all our corporate employees.