Complaints & Administration Officer (Part-Time)

Complaints & Administration Officer (Part-Time)

We are a friendly, patient-focused GP practice in Hemel Hempstead providing high-quality primary care services to approximately 16,000 patients. We pride ourselves on delivering excellent patient care and are looking for an organised and professional Complaints & Administration Officer to join our supportive team.

This is an excellent opportunity for someone with strong administrative and communication skills who enjoys working in a busy healthcare environment.

Employee Benefits

Job summary

We are a friendly, patient-focused GP practice in Hemel Hempstead providing high-quality primary care services to approximately 16,000 patients. We pride ourselves on delivering excellent patient care and are looking for an organised and professional Complaints & Administration Officer to join our supportive team.

This is an excellent opportunity for someone with strong administrative and communication skills who enjoys working in a busy healthcare environment.

• £13.50 per hour.
• 20 hours per week with flexible working arrangements.
• 28 days' annual leave (including Bank Holidays), pro rata.
• Full training and ongoing support.
• Friendly and supportive working environment.
• Opportunity to contribute to improving patient experience.
• Ongoing learning and development opportunities.

Main duties of the job

The successful candidate will:

• Act as the first point of contact for patient complaints and concerns.
• Acknowledge and log complaints in accordance with practice policies.
• Coordinate complaint investigations with GPs, managers and practice staff.
• Draft clear, professional and empathetic complaint responses.
• Ensure complaints are managed within NHS timescales and practice procedures.
• Maintain accurate and confidential complaint records.
• Identify trends and assist with learning from complaints to improve patient services.
• Provide administrative and secretarial support to the Practice Manager and wider team.
• Prepare letters, reports and correspondence.
• Manage electronic documents and filing using EMIS Web/word/excel
• Carry out general office administration as required.
• Maintain strict confidentiality and comply with GDPR and NHS information governance requirements.

About us

We are a friendly, patient-focused GP practice in Hemel Hempstead providing high-quality primary care services to approximately 16,000 patients. We pride ourselves on delivering excellent patient care and are looking for an organised and professional Complaints & Administration Officer to join our supportive team.

This is an excellent opportunity for someone with strong administrative and communication skills who enjoys working in a busy healthcare environment.

Job description Job responsibilities

The successful candidate will:

• Act as the first point of contact for patient complaints and concerns.
• Acknowledge and log complaints in accordance with practice policies.
• Coordinate complaint investigations with GPs, managers and practice staff.
• Draft clear, professional and empathetic complaint responses.
• Ensure complaints are managed within NHS timescales and practice procedures.
• Maintain accurate and confidential complaint records.
• Identify trends and assist with learning from complaints to improve patient services.
• Provide administrative and secretarial support to the Practice Manager and wider team.
• Prepare letters, reports and correspondence.
• Manage electronic documents and filing using EMIS Web/word/excel
• Carry out general office administration as required.
• Maintain strict confidentiality and comply with GDPR and NHS information governance requirements.

Essential Criteria

• Excellent written and verbal communication skills.
• Strong administrative and organisational skills.
• High level of accuracy and attention to detail.
• Ability to prioritise workload and meet deadlines.
• Excellent IT skills, including Microsoft Office.
• Professional, courteous and empathetic manner.
• Ability to work independently and as part of a team.
• Understanding of confidentiality and data protection.
• GCSE English and Maths (or equivalent).

Desirable Criteria

• Previous experience within a GP practice or NHS setting.
• Experience handling complaints or customer service enquiries.
• Knowledge of NHS complaints procedures.
• Experience using EMIS Web.