Clinical Governance Administrative Assistant

Clinical Governance Administrative Assistant

The closing date is 20 March 2026

We are looking for an enthusiastic individual to join the Clinical Governance Team. The post holder will support the Clinical Governance Managers and Assistants in the Governance team with comprehensive administrative support to deliver a range of quality governance activities at Trust and Unit level to ensure compliance with the trust's governance agenda and requirements. Activities include assisting with processing patient feedback data, patient safety, clinical audit and patient concern resolution.

Under current Home Office Immigration Rules, this role does not meet the UK Visas and Immigration criteria and the position is not therefore eligible for skilled worker sponsorship. Applications from candidates that require skilled worker sponsorship will NOT be shortlisted.

Main duties of the job

The key duties and responsibilities of the post holder include:

• Covering of the PALS telephone enquiries line. Taking telephone calls, directing as appropriate, dealing with simple enquiries and taking messages.
• Respond to PALS email enquiries on a day-to-day basis. Forwarding emails to the relevant clinical team or escalating to the appropriate Governance Lead or Assistant for further action and investigation.
• Recording a log of the patient contacts made to the Trust in a spreadsheet or on Datix if appropriate.
• Assist in the collection of data for Consultant appraisals. Including logging compliments as they come in.
• Assisting the Governance Leads with approval of new patient information leaflets and supporting the review out of date leaflets. This includes uploading the leaflet to the document centre.
• Assist the Trust Falls Lead in the reporting of falls data.
• Assisting the Governance Leads with the processing of IQVIA patient feedback data including following up negative comments.
• Assist with publicising patient feedback information including posters, updating comments on website and monitoring the NHS choices website.
• Provide admin support to the Governance Lead responsible for the IQVIA feedback system. This includes data extracts, SOPS, setting up of new users, logging of calls to the IQVIA hub.

About us

The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH) is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation.

In the National Staff Survey, 74% of our staff would recommend the Trust as a place to work and 92% would recommend the hospital to a friend or relative for treatment.

Joining RJAH is more than just a job - we want our people to have the best opportunities to thrive in their role. We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state of the art facilities.

RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and Birmingham. The hospital is located on a site outside Oswestry in Oswestry, just off the A5. The nearest train station is in Gobowen, approximately two miles from the hospital. The station is part of the Chester to Birmingham line. We are based in North Shropshire, close to the border with North and Mid Wales. It is one of the most attractive parts of the country, with a rich historic culture and excellent transport links. It offers outstanding opportunities for anyone who enjoys an outdoor lifestyle or is looking to raise a family.

Job responsibilities

This role will involve regular telephone and email contact with patients and or relatives through answering the PALS enquiry line. This role may involve dealing with patients who become upset or angry. The data collected must be treated in confidence and with a sensitive manner.

Please see the detailed the job description and person specification attached for further details of the role requirements.

Person Specification Qualifications

• Education to GCSE level or equivalent as a minimum (Inc. Maths and English)

Experience

• Previous experience of working in an office environment

Skills and Competencies

• Good interpersonal skills
• Sensitive to the needs of patients and their carers
• Good verbal and written communication skills
• Good numeracy skills
• Ability to work well under pressure and to deadlines
• Able to prioritise work
• Good organisational skills
• Ability to form good working relationships with customers and staff
• Good time management and ability to work to tight deadlines
• Able to work in a Team as well on own initiative

Knowledge (including specialist or technical knowledge required)

• Good understanding of Microsoft Office, including Word, Excel, Outlook and PowerPoint.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust