Senior PALS Officer

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Job summary

Do you have outstanding customer service skills? Are you excellent at listening to people and problem solving? Do you have first class IT skills?

If you do, we would welcome your application for the post of Senior Patient Advice and Liaison (PALS) Officer. The post is full time Monday to Friday.

We are looking for an empathetic, enthusiastic and motivated individual. You need to be able to organise yourself and others, to co-ordinate a wide range of tasks within tight timescales and work under pressure . You will play an important role in the effective organisation and coordination of the PALS Office at the William Harvey Hospital.

As part of the role you will be responsible for accurately recording and resolving informal queries or sign posting patients and their families to other agencies. You will ensure PALS received are addressed appropriately. This provides you with the opportunity to identify concerns and to enable them to be effectively addressed in a professional, caring and efficient way. The team also provides an important role in the Trust in identifying what we can change to make our services better for the future.

The PALS team support the Complaints, PALS and Bereavement Service to develop and maintain a positive and effective service and to capture and improve the experience of our patients and their families. The PALS team are friendly and supportive, working well together. We are looking for a resilient team player who is passionate about helping people.

Main duties of the job

The successful candidate will work closely with our PALS team to deliver a high quality customer service and provide well managed administration on a day to day basis. Working within a supportive team, you will ensure that PALS queries are thoroughly understood and responded to within the Trust's timescales. You will be responsible for ensuring the office is covered and help to develop staff.

We would love to hear from positive people who are flexible, helpful and enjoy being part of and overseeing a small team. If you are a hardworking, empathetic, organised and confident individual, with excellent supervisor skills and strong administration/IT skills we would love to hear from you.

We will offer you training and support so you can become a first point of contact for patients, their relatives or carers seeking immediate information. You will also offer guidance on how to make a formal complaint and will be able to assist in resolving concerns before they escalate into formal complaints.

About us

We offer a full package of benefits, including a car lease scheme; on-site childcare; generous annual leave in line with NHS terms and conditions; high street and public transport discounts; a 24/7 staff support service - and the little things that make life easier, like on-site Amazon lockers and fresh fruit and veg stalls.

Job description

Job responsibilities

Please see attached job description.

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.The post holder will work to provide an empathetic and responsive PALS service, working to ensure an outcome for the client in a short timeframe. The post holder will be required to speak to clients and be required, on occasions, to de-escalate difficult behaviours in a professional manner, or to ensure a manager is able to assist the client. The role requires effective communication skills, sometimes imparting challenging information.

Job description
Job responsibilities

Please see attached job description.

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.The post holder will work to provide an empathetic and responsive PALS service, working to ensure an outcome for the client in a short timeframe. The post holder will be required to speak to clients and be required, on occasions, to de-escalate difficult behaviours in a professional manner, or to ensure a manager is able to assist the client. The role requires effective communication skills, sometimes imparting challenging information.

Person Specification

Experience

Essential

• Experience in meeting with clients and providing a response to informal and formal complaints (NHS - PALS
• Experience in working in a customer service role or call centre environment
• Experience in using a database
• Ability to work with people in stressful or difficult situations and be equipped to manage such challenges.
• Excellent keyboard skills, and proficient in the use of the Microsoft Office package, particularly Word and Excel.
• Good written and verbal communication skills, able to accurately listen to or read an event to record and respond appropriately

Desirable

• Acute Hospital Trust complaints or PALS experience

Other

Essential

• Resilience and empathy

Person Specification
Experience

Essential

• Experience in meeting with clients and providing a response to informal and formal complaints (NHS - PALS
• Experience in working in a customer service role or call centre environment
• Experience in using a database
• Ability to work with people in stressful or difficult situations and be equipped to manage such challenges.
• Excellent keyboard skills, and proficient in the use of the Microsoft Office package, particularly Word and Excel.
• Good written and verbal communication skills, able to accurately listen to or read an event to record and respond appropriately

Desirable

• Acute Hospital Trust complaints or PALS experience

Other

Essential

• Resilience and empathy

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.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

East Kent Hospitals University NHS Foundation Trust
Address

WHH

Ashford

TN24 0LZ

Employer's website