Nhs Call Handler

**NHS Call Handler**

**Location**: Bordesley Green East, Birmingham

**Job Type**: Temporary

**Duration of booking**: This is a temporary ongoing role with no end date specified

**Proposed start date**: ASAP

**Sector**: Healthcare

**Department / Specialism**:Patient Advice and Liaison Service

**Base**:Hospital in an office

**Band**: 3

**Pay Rates**:£10.69 to £11.50 paye inclusive per hour depending on skill and experience

**Working Days and Hours**:Monday to Friday, 9am to 5pm

**Job Summary**
- As a Patient Relations Advisor, the post holder will act as the first contact point for patients and members of the public contacting the Trust’s PALS (Patient Advice and Liaison Service) and Complaints teams.
- Advisors will provide a professional and friendly service, assisting and signposting callers.
- Working as part of a team, Advisors support the work of resolving complaints or concerns, whilst contributing to the Trust’s aim of learning from feedback in order to improve its services.
- PALS staff are responsible for responding to concerns raised by patients, families, carers and service users, ensuring that local and national policies are met.
- You will ensure to provide a visible and effective PALS service.
- Liaise with other health organisations and outside agencies as required, verbally and electronically
- Provide a comprehensive secretarial and administration service, organising and making arrangements
- Prioritise work and take appropriate steps to manage incoming and outgoing requests for action and/or information. including follow up, according to agreed limescales.
- Maintain a comprehensive, up-to-date, and accurate filing system, including a confident bring forward system.
- Providing a high level of customer service and administration support to users, colleagues and management

**Knowledge, Skills and Experience**
- Excellent customer service experience and skills
- Experience and skill with being first point of contact
- Experience dealing with complaints and next steps
- Strong communication, verbal, and written skills
- Solid administration experience