Job overview
Are you passionate about helping people navigate their healthcare journey? Do you have excellent communication skills and a strong sense of empathy? An exciting opportunity has arisen to join our dedicated Patient Advice and Liaison Service (PALS) team as a PALS Support Officer, where you will play a vital role in supporting patients, families, carers and the work of the PALS team.
As a PALS support officer, you will play a key role in ensuring that patients, carers, and relatives are listened to, supported and provided with clear and timely responses to their concerns.
You will
* Provide confidential advice and support to help resolve issues quickly and informally.
* Help patients navigate NHS systems and services.
* Identify themes from feedback and support quality and service improvement across the Trust.
* Provide operational cover for the front of house service.
What we're looking for
* Experience of working with a wide range of people.
* Experience of providing customer care service and understanding of patient advocacy.
* Excellent interpersonal, oral and written communication skills with the ability to process and understand complex information quickly.
* Experience of problem solving and remaining calm under pressure.
* Knowledge and understanding of confidentiality and equality issues.
* Knowledge of patient administration systems.
* Knowledge of NHS complaints process and patient advocacy.
Main duties of the job
* Provide a frontline point of contact for the PALS service and handle general PALS enquiries, concerns and compliments and resolve low level concerns and enquiries quickly and effectively.
* Refer cases to the PALS officers and / or PALS management that require support and cases which are complex.
* Communicate daily with people who may be in complex and sensitive situations and may be emotional or anxious.
* Maintain a good knowledge of Trust policies and procedures and developments.
* Build and maintain good relationships with local partners and stakeholders.
* Maintain accurate records of concerns and outcomes.
* Signpost to relevant services and elevate serious concerns appropriately.
* Support the front of house services and provide outstanding customer service to all patients, visitors, staff and the public at our reception sites.
* Be a visible presence at our hospitals to provide in person services.
* Maintain up to date and accurate administrative records and ensure all concerns are recorded on the incident management system.
Working for our organisation
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Benefits
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share.
Detailed job description and main responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Person specification
Experience
Essential criteria
* Experience of working with a wide range of people
* Experience of providing customer care services and understanding of patient advocacy
* Experience of problem solving
* Understanding of confidentiality and equality issues.
Desirable criteria
* Experience of working in a health service environment and an understanding of NHS structures and services
* Experience of working in voluntary / public sector.
Knowledge
Essential criteria
* Knowledge and understanding of local voluntary and statutory organisations
* Knowledge of NHS complaints process and patient advocacy
* Knowledge of patient administration systems
* Knowledge of the NHS structures and services
* Knowledge of health-related terminology and concepts
* Knowledge of equality issues and confidentiality.
Skills and abilities
Essential criteria
* Liaison and problem-solving skills
* Excellent customer care skills
* Good IT skills – Microsoft Word, Excel, Outlook, able to use a database.
Communications skills / personal qualities
Essential criteria
* Good written communication skills
Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).
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