Pals Officer

You will be working in a busy, vibrant and friendly atmosphere in a close-knit team. You must be supportive not only to patients but also to your colleagues. The workload is varied and rewarding and you will work alongside a team that is dedicated to everyone who contacts them to get the best experience and outcomes.

Please view the attached Job Description and Person Specification documents for full details regarding this post.

MAIN DUTIES AND RESPONSIBILITIES

The team of PALS Officers ensure office cover, on a rota basis, between the hours of 9am - 5pm.

(a) Patient Services
- Provide a telephone response service dealing with calls sensitively and confidently whilst maintaining a professional approach in a caring and understanding manner.
- Provide a ‘drop-in’ service for patients and relatives who need advice or wish to raise concerns.
- Display a customer focussed attitude and a willingness to help.
- Maintain comprehensive and accurate records, including ensuring information is accurately entered onto the complaints management system.
- Provide first line advice and guidance to staff both within the department and across the Trust in relation to the post’s areas of responsibility.
- Attend and contribute to relevant meetings and discussions regarding service provision, evaluation and development.
- Highlight significant information such as any changes in activity levels or themes and trends arising from patient and family enquiries.
- Actively contribute to the ongoing development of the service.

(b) Department Administration
- Provide general administration support to the Complaints Team in the absence of the Department Administrators. This includes: - Meeting and greeting visitors and answering telephones.
- Coordinating the department’s incoming and outgoing mail.