Patient Experience Coordinator (FTC)

Patient Experience Coordinator

Private Hospital | Liverpool | 12 months Fixed-term contract | Part-time | 25 hours per week
Salary: £19,800 to £22,000 per annum DOE, based on 25 hours per week
Full-time equivalent salary: £29,700 to £33,000 per annum

Spire Liverpool Hospital is a leading provider of private hospital treatments for patients across the North West of England. With a full multidisciplinary medical team, we specialise in a wide range of treatments. Our high-quality accommodation and aftercare reflect our commitment to supporting patients and their health throughout their journey.

Working Hours

25 hours per week
Operating hours are Monday to Friday, 9:00am to 5:00pm

Contract Type

Part-time, Fixed-term for 12 months

About the Role

As a Patient Experience Coordinator, you will provide a full administration service for Level 1, 2 and 3 complaints, ensuring all written and verbal complaints are handled promptly, confidentially and in line with Spire Healthcare’s complaints policy and data protection guidelines.

Duties and Responsibilities

Your responsibilities will include, but are not limited to:

• Receive and log incoming complaints, maintaining electronic complaints reporting system and other manual / computerised records as required to a high standard


• Contact the complainant by telephone to acknowledge the complaint when required


• Generate holding letters to the complainant when required, ensuring where possible that a reason for the delay in providing a response is given


• Provide support to Heads of Department as required in drafting final response letters, following the conclusion of complaints investigations


• Assist with provision of complaints data and files when required for internal and external hospital inspections.


• Highlight Root Causes and trends to Senior Management Team for action, record and monitor completion of actions following complaints

Who We’re Looking For

The ideal candidate will have:

• Previous complaints handling experience is desirable for this role, ideally in a hospital or clinical environment.


• Knowledge of data protection rules in a healthcare environment.


• A high standard of written English in order to communicate  complex issues that must be explained in terms that are clear and understood by patients who may have very little clinical knowledge.


• Excellent computer skills.


• Good knowledge of Word and Excel and Outlook.

Benefits

We offer our colleagues a competitive salary and a comprehensive benefits package, including:

• 35 days’ annual leave inclusive of bank holidays, pro rata


• Employer and employee contributory pension with flexible retirement options


• Access to the “Spire for You” reward platform, offering discounts and cashback with over 1,000 retailers


• Private medical insurance


• Life assurance


• Free onsite parking, saving an average of £50 per month


• Support for employee wellbeing, work-life balance, ongoing development and reward

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

• Driving clinical excellence


• Doing the right thing


• Caring is our passion


• Keeping it simple


• Delivering on our promises


• Succeeding and celebrating together

Our people are our difference. It is their dedication, warmth and commitment to excellence that sets Spire Healthcare apart.

Closing Date

Applications may close early if we receive a high number of suitable applications, so we encourage candidates to apply as soon as possible.