Patient Experience Administrator

Sandwell & West Birmingham NHS Trust is a friendly, integrated healthcare provider focused on improving the life chances and health outcomes of our diverse population.

We have three strategic objectives:

Population: To work seamlessly with partners to improve lives.

We run services from Midland Metropolitan University Hospital, Sandwell Health Campus, City Health Campus, Rowley Regis Community Hospital, Birmingham & Midland Eye Centre, The Lyng and Leasowes Intermediate Care Centre. Our GP practices and community teams provide care in schools, healthcare centres and at home.

As “People” is one of our three strategic objectives, we make a continued commitment to prioritise support for all our colleagues.

Healthcare services have a significant impact on the environment. We are committed to embedding sustainable practices. We expect all colleagues to support the delivery of our Green Strategic Plan and to drive positive changes in their department.

Job overview

You’ll help ensure that patients, families, and staff receive the support and guidance they need, contributing to a culture of care and trust. If you’re looking for a role where you can truly make a difference, we’d love to hear from you!

We would welcome applications from applicants who do not hold Level 3 Business Administrator qualification as this can be completed during employment.

Main duties of the job

As a Patient Experience Administrator, you will be the first point of contact for patients, families, and Trust staff, providing professional and empathetic support.

Key responsibilities include:

• Managing and maintaining the PALS and Complaints database using the Ulysses system.
• Handling enquiries and complaints with sensitivity and professionalism, ensuring timely resolutions in collaboration with stakeholders.
• Drafting and formatting responses and letters for complaints and PALS cases, ensuring accuracy and compliance with Trust templates.
• Organising meetings, booking venues, and coordinating departmental events to support patient engagement activities.
• Supporting staff and patients by providing non-clinical advice, information, and guidance on the complaints process and NHS services.
• Preparing reports, maintaining records, and ensuring data accuracy within internal systems.
• Assisting in training new staff and contributing to process improvements within the department.
• Providing administrative support, including email management, minute-taking, and managing office supplies.

This role requires a detail-oriented, empathetic, and proactive individual who can manage sensitive issues while maintaining professionalism and confidentiality.

Working for our organisation

Our Patient Experience Department is dedicated to improving the quality of care and communication for patients, families, and staff. We pride ourselves on fostering a supportive and collaborative work environment where every team member’s contribution is valued.

We offer:

• Comprehensive training and development opportunities.
• A supportive leadership team committed to your growth and success.
• Flexible working arrangements to help maintain a healthy work-life balance.
• Access to wellbeing programs and resources.
• Opportunities to work across multiple Trust sites, engaging with diverse teams and patient groups.

Join us and become part of a compassionate team that strives to enhance patient satisfaction and deliver excellent service every day.

Detailed job description and main responsibilities

Please see attached Job Description and Person Specification for full details of the main duties and responsibilities

Person specification

Qualifications

• A level/Level 3 qualification or equivalent experience in administration, patient relations or customer relations
• Maths and English GCSE (or equivalent) grade ‘C’ or above

• Bachelor’s degree in a relevant field (e.g., healthcare management, public health, social sciences).

Experience

• Experience in an administrative role, preferably within a healthcare setting
• Experience in using Excel, Word, PowerPoint and Windows 360
• Experience in using of IT equipment and IT Systems

• Experience of planning activities to meet deadlines
• Experience with handling sensitive and confidential information
• Experience organising meetings and departmental events.
• Working with patients and/ or service user groups

Personal Qualites

• Ability to provide compassionate and understanding support to patients and families
• Maintains confidentiality and demonstrates integrity
• Meticulous in maintaining accurate records and data entry
• Empathetic and patient-centred approach
• High level of integrity and professionalism
• Ability to remain calm and composed in stressful situations
• Calm and clear headed in stressful situations
• Resilience to deal with emotionally charged situations and people
• Diplomatic and able to work effectively with a wide variety of people at all levels inside the organisation
• Able to cope with frequent Interruptions and unpredictable work patterns
• Capable of working to deadlines
• Able to work effectively as a member of a team

• Proactive and self-motivated
• Strong interpersonal skills
• Strong organizational skills and attention to detail.

Written Skills

• Proficient in maintaining accurate and detailed records using Trust templates
• Proficiency in formatting and checking correspondence for accuracy, spelling, and grammar

Mental Effort

• Ability to concentrate for extended periods while resolving inquiries and maintaining databases
• Listening to patient's/carer's/ family's concerns when dealing with telephone calls and face to face contact
• High level of concentration and attention to detail required

• Ability to juggle multiple priorities and deadlines effectively

Emotional Effort

• Manages emotionally charged situations with sensitivity and professionalism
• Potential exposure to information/feedback that is sensitive, emotive or distressing, may be in contact with patients who are distressed and need support.
• Ability to manage own emotions and support others through challenging interactions
• Ensuring empathy is maintained even if dealing with someone who is angry/aggressive, or one displaying other challenging behaviour.

Management/ Supervision/ Coordinaton Skills

• Effective in managing multiple tasks and prioritizing workload
• Skilled in coordinating with various departments and stakeholders
• Ability to manage and prioritise multiple tasks concurrently
• • Ability to oversee the accurate and timely recording of complaints and PALS data

• Ability to mentor and support less experienced staff
• Skill in facilitating local resolution meetings for PALS and complaints

Working Conditions

• Willingness to work in various Trust sites as required
• Primarily office-based work with interaction with patients, families, and healthcare staff
• Potential exposure to contentious issues or aggression from patients or public

Resposibility for financial and physical resources

• Responsible for the safe use of equipment which they personally use
• Maintains supply stock level
• Proficiency in using standard office equipment (e.g., computer, photocopier).
• Capable of performing routine office tasks
• Sitting whilst working on a desktop computer
• Keyboard skills
• Large multi-hospital cross-site working and community services

• Advanced IT skills, including database management

Knowledge

• Basic knowledge of NHS Complaints policies, Trust policies, data protection, clinical governance, NHS Regulation 2009 and CQC regulations.
• Knowledge of Microsoft Office packages

• Knowledge of the Complaints and PALS processes
• Basic knowledge of PHSO Standards and the public involvement agenda regarding patient feedback, PALS, and complaints
• Familiarity with electronic health records systems

Communication

• Strong verbal communication skills, capable of engaging with patients, families, and staff effectively
• Ability to use persuasive, motivational, and negotiating skills as required

• Proficiency in a second language or sign language

Other

• Commitment to personal development and general improvement, including attending relevant training sessions.
• Adherence to Trust Policies and Procedures and compliance with Caldicott Principles and Information Security procedures.
• Flexibility in working hours

We encourage all prospective applicants to discuss their individual circumstances with the Recruiting Manager as part of the on-boarding process.