The Patient Advice and Liaison Service (PALS) Officer acts as the first point of contact for patients, families, and carers who require information, support, or assistance in resolving concerns about their healthcare experience. The role promotes a culture of openness, patient‑centred care, and continuous improvement within the organisation working alongside our Patient Experience team promoting patient voice.
Main duties of the job
* Offer confidential, impartial advice and information about our ADHD service, processes, and patient rights.
* Act as a bridge between patients, relatives, and front office staff to foster mutual understanding and remedial actions.
About us
We’re the UK’s largest and most innovative ADHD clinic. We diagnose, treat and empower those living with ADHD to unlock their full potential and live brighter lives. We also work to highlight the challenges they face and champion outstanding standards of care. At ADHD360, we believe diagnosis alone is never enough. To help people thrive, we must support them beyond diagnosis with treatment that adapts, people who listen, and systems that work. That’s the thinking behind our commitment to delivering expert‑led, patient‑first support at every stage of the journey.
Job responsibilities
Essential Duties and Responsibilities:
* Oversight and communication with patients to a high standard, whilst supporting them through queries relating to their current treatment.
* Support and manage our patients’ expectations, helping them communicate to their clinician regarding their treatment.
* Maintain professional, empathetic communication with individuals who may be distressed or anxious.
* A key measure for this role will be patient satisfaction and the accuracy of the advice given.
Qualifications and Experience:
* Competent and confident with computers, including MS Office, Outlook, Word, and Excel.
* Excellent telephone skills to handle calls with a variety of queries, while maintaining a compassionate yet task‑focused approach, even under pressure.
* Organisation skills and an ability to manage own workload while working in a busy team.
* An ability to work on own initiative yet be a key part of a team.
* Be a natural problem solver.
* Positive outlook and an ability to work well under pressure.
* Being flexible as priorities can shift quickly.
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
ADHD360 LTD
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