Patient Experience Officer

Transcription

1 Patient Experience Officer Permanent We want to change the world for blood cancer patients. Your job is to help us have the greatest possible impact by being a key member of our ambitious, exciting Patient Experience team, supporting all areas of our work. You will be providing information and support directly to patients, as well as clinicians, external companies, professionals and teams within the organisation. The Patient Experience Officer will be driven by the positive impact that great patient services can have, and know the importance of having well managed, well organised and meaningful services available. We want someone who is committed, dedicated and reliable, with a keen eye for detail and a willingness to get involved and make a real difference. So if you have excellent written and verbal skills with a warm and compassionate approach, please carry on reading. This could be the job for you!

2 About us We re the UK s biggest blood cancer charity. We re here to beat blood cancer. We stop people dying from blood cancer, we make patients lives better and we stop people getting blood cancer in the first place. We research. We help. We campaign. We share learning. We raise money. We ve changed the world for people with leukaemia, lymphoma, myeloma and other blood disorders but we won t stop until every single person with blood cancer survives and can live their life to the full. Be Bloodwise. Help us change the world. Our belief and principles Our belief and principles underpin everything we do as an organisation. They re key to us being successful in our vision of beating blood cancer. Inspiring leaders and organisations think, act and communicate from the inside-out. Our principles are for everyone to consider, connect with and hopefully be inspired by. They reflect the fact that while you work here, you should feel you have permission to innovate, create, question, query, be yourself, work with others, have ambition and celebrate success. We bring all that we are to our work. We re always searching for better ways to do things, big and small. We work with other people to unlock what s possible. We have the courage to keep going and do what needs to be done, even if it s hard. We re here to change the world. Our belief is at the heart of our organisation: it s what we stand for. We believe that life is a gift to be used wisely and lived fiercely.

3 Patient Experience Officer Starting salary 25,851 Contract type: Permanent Team: Patient Services Department: Patient Experience Location: Holborn, London Bloodwise vision Our job is to stop people dying from blood cancer, improve patients quality of life and stop people getting a blood cancer in the first place. Patient Experience Officer At Bloodwise we are passionate about making real, meaningful and positive impact on patients lives. We want someone who understands the importance of working as a team to identify and deliver the very best service to patients that we possibly can. You ll enjoy talking to people over the phone and online, and be very good at it. Your written communication skills must also be impeccable. You ll be the face of our Blood Cancer Support Service and own the user experience, keeping the people needing our service at the heart of everything we do. Interacting with a range of people, from a patient going through treatment, colleagues, senior management to nurses and cancer researchers, won t faze you. In fact you ll relish the variety of people you encounter and connect with, always bringing your warmth and personality to every situation. This is so much more than a call centre helpline and is genuinely a role where personal fulfilment plays a big part- you ll be answering the phones one day and then attending patient events the next. We want someone who finds what we do exciting both as a team and as an organisation. Together we will ensure that our services are relevant, accessible and impactful for blood cancer patients everywhere. What you ll do Provide helpful, empathetic and professional information and support for service users with queries on a range of issues via telephone and digital channels. Maintain and grow our patient community both online and offline, including via our social media channels. Be a key contact for patients involved in our user-involvement programme, supporting them to raise awareness of blood cancer in their local community. Attend external conferences and events as required while proactively build relationships

4 Be a key member of the Patient Services team providing practical support and administration around patient and clinical communications Key relationships Reports to the Patient Experience Manager Working closely with the Patient Services, Insight and Supporter Care teams Our kind of Patient Experience Officer We need someone with the warmth, confidence and sensitivity to respond professionally to complex and emotive queries in a timely and empathetic way. Working here has to be something you look forward to and feel a part of. A positive outlook and attitude of sharing and willingness to learn is key. We d like you to have these: Experience of working within an emotionally challenging environment directly with people who need help and support Ability to multi task with a range of duties and across multiple projects Excellent written and verbal communication skills, with the ability to communicate with people at all levels, including patients and medical professionals A warm and compassionate approach and an excellent telephone manner Good IT literacy including working knowledge of MS Office in particular Excel and using databases Energy, enthusiasm and motivation to help shape an entirely new service and play a key role in our developing team And as many of these Experience in supporting people with cancer Understanding of or experience in the charity sector Skills in social media work Ability to work under own initiative Understanding of the importance of accuracy Ability to work as part of the wider team Educated to A level (or equivalent) Things we all do Attend and assist at Bloodwise events and activities as required (NB this involves evening and weekend work) Be an effective ambassador for Bloodwise at any activity you attend Develop an in-depth understanding of our work Do any other reasonable things your manager needs you to do

5 The team organagram Now you have read about the role, to help you get a better feel of where it sits in Bloodwise here is a simplified organagram. Chief Executive Executive Assistant to the CE Research Patient Experience Finance and Operations Fundraising Marketing & Innovation HR Patient Services Finance Regional Creative & Digital Human Resources Media and Public Affairs Office Services Individual Giving Marketing Production Learning & Development Sports Insight Partnerships & Philanthropy Shortlisting and interviews Bloodwise is an equal opportunities employer and we are committed to ensuring all applications are treated fairly. All applications are subject to our shortlisting process; so if you re shortlisted we will contact you and invite you to attend an interview. We ll also tell you if there will be any skills tasks to complete as part of the recruitment process. If you don t hear from us 2 weeks after the closing date, your application has not been successful. For further information about us See our website

6 The good stuff working at Bloodwise Apart from all the hard work we do, there are some really good benefits to working at Bloodwise: Annual Leave Entitlement is 25 days per year rising to 26 days after 5 years service; we will usually close the office between Christmas and New Year which our trustees gift as an additional holiday. Time Off In Lieu We strongly encourage everyone to help with some activities outside of normal working hours. For this you can earn and claim TOIL. Pension When you join us we ll automatically enrol you onto our pension scheme, which is run by Aegon. This can be increased through length of service. Employee Assistance Programme Offers support information, expert advice and specialist counselling to help you prepare for life s predictable milestones. Life Assurance Although we don t like to think about it, should something happen to you while working for Bloodwise we have life assurance for staff. Personal Development Development is really important to us and there are a variety of options available to staff at Bloodwise. Interest free season ticket loan We pay for the ticket and you repay the money out of your monthly salary. Childcare vouchers You can exchange money per month from your gross salary for childcare vouchers. Ride2work scheme This allows you to obtain a new bike to use to ride to work. You can then repay it through your salary. Refreshments On each floor in head office there s a kitchenette with tea, coffee, sugar, milk and plates, bowls and cutlery. Our location Our offices are located at Eagle Street in Holborn, London WC1R 4TH; Holborn tube is the closest station, approximately 5 minutes from our offices.

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