Senior Pals Officer

6 days ago

Ashford, United Kingdom East Kent Hospitals University NHS Foundation Trust Full time

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

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.

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.

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.

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.

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