Band 5 Patient Experience Caseworker
- Employer
- Undisclosed Company
- Location
- Cheshire, Chester
- Salary
- £11.76 - £13.12 per hour
- Closing date
- 29 Jul 2022
View more
- Sector
- Administration and Business Support
- Job Type
- Temporary
- Hours
- Full-time
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Pay £11.76 per hour rising to £13.12 after 12 weeks continuous working
Essential - Educated to Diploma level (or equivalent diploma or experience) in a relevant subject
Admin and Clerical Responsibilities: -
- Upon allocation of a compliant to prioritise and initiate an investigation with the appropriate staff within agreed timescales
- Make objective analysis and assessments of complaints that are complex and/or sensitive, make judgements and, through liaison with staff, facilitate negotiations with all concerned to find solutions
- Directly manage complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations to ensure timely responses meeting the standards set by the Complaints Procedure
- Have the skills to recognise when local resolutions has been exhausted
- Contribute to the effective and efficient handling of cross agency complaints in line with the locally agreed protocols, taking the lead where appropriate
- Draft complaint responses for approval by the respondants in readiness for the Chief Executive to sign
- Prepare, maintain and collate accurate and contemporaneous records of all complaints raised by individuals including outcomes and actions
- Once a complaint is resolved, ensure that all complaint outcomes/actions are entered on Datrix and when appropriate liaise with staff with regard to completed action plans
- Liaise with Legal Services regarding any complaints that may give rise to litigation
- Communicate with members of the public and staff of all levels
- Reports serious/key issues of concern to PEL
- Have input in the governance agenda by highlighting safety issues raised through complaints to the PEL or the appropriate manager
- Responsible for inputting and extracting accurate data relevant to the role
The role does include other duties and full job description will be shared with suitable applicants
Temporary On-going Role
Weekly pay
PAYE
28 Days holiday per year
Auto Enrolment Pension Scheme
Additional Extras
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