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Patient Liaison Officer
3 months ago
Position Overview
We are pleased to announce a part-time opportunity within the Patient Liaison Service at Sheffield Teaching Hospitals NHS Foundation Trust.
This role offers a flexible working schedule, with a commitment of at least 24 hours per week, tailored to the right candidate while ensuring adequate coverage for the department.
The Patient Liaison Service serves as the primary contact point for patients and their families who wish to express concerns, compliments, or inquiries regarding the care they receive.
The ideal candidate will demonstrate compassion, possess strong listening abilities, and respond promptly to any issues, collaborating effectively with key personnel. Additionally, they will provide support to the department, including administrative assistance and coverage as needed.
Key Responsibilities
The successful applicant will embody empathy, understanding, and a nurturing disposition in this role. They must exhibit excellent listening skills, engage with individuals from diverse backgrounds, and maintain a positive outlook. A genuine desire to assist and uplift patients and their families is crucial. Strong organizational and administrative capabilities are essential.
The team of Patient Liaison Officers will ensure office coverage on a rotational basis during standard operating hours.
1. Patient Services
- Deliver a responsive telephone service, addressing calls with sensitivity and confidence while upholding a professional demeanor.
- Facilitate a 'drop-in' service for patients and relatives seeking guidance or wishing to voice concerns.
- Exhibit a customer-centric approach and a readiness to assist.
- Maintain thorough and precise records, ensuring accurate data entry into the complaints management system.
- Provide initial advice and support to staff within the department and across the Trust regarding the responsibilities of the role.
- Participate in relevant meetings and discussions focused on service delivery, evaluation, and enhancement.
2. Department Administration
- Offer general administrative support to the Complaints Team in the absence of designated administrators, including welcoming visitors and managing telephone inquiries, as well as coordinating incoming and outgoing correspondence.
About the Organization
Joining our team means becoming part of an organization that values and respects its staff and the community it serves. The Trust is recognized as a leader in the NHS and research sectors, offering excellent benefits for its employees, including commitments to professional growth and various policies that support work-life balance.
You will thrive in a dynamic, friendly environment within a close-knit team. Support for both patients and colleagues is paramount. The role is diverse and fulfilling, allowing you to work alongside a dedicated team focused on delivering the best experiences and outcomes for all who reach out.
Job Responsibilities
For comprehensive details regarding this position, please refer to the attached Job Description and Person Specification documents.
When submitting your application, ensure that you clearly demonstrate how you meet the criteria for this role.
Qualifications and Experience
Essential
- Possession of a Level 4 NVQ in customer service or a related field, along with extensive experience in a customer-facing role handling complex and/or sensitive inquiries.
- GCSEs in Maths and English at grade C/4 or above, or equivalent qualifications and/or experience.
Desirable
- RSA Level 2 in Typing/Word Processing or equivalent qualifications and/or experience.
Knowledge and Skills
Essential
- Understanding of the PALS function.
- Experience in a customer care environment in an advisory role.
- Ability to work under deadlines.
- Experience in providing clear and concise information.
- Proficient in Microsoft Office and other relevant applications.
- Experience in managing conflict and emotionally charged situations.
- Awareness of confidentiality requirements and methods to maintain it.
- Experience in data entry.
Desirable
- Familiarity with NHS complaints procedures, GDPR, clinical governance, and health & wellbeing issues, gained through training and experience.
- Experience in a similar role or equivalent knowledge.
- Experience in engaging with external NHS stakeholders.
- Familiarity with the Datix system.
- Experience in a healthcare setting.
Skills
Essential
- Exceptional communication skills, including listening and negotiation abilities, both in person and over the phone.
- Problem-solving capabilities.
- Ability to take initiative.
- Capacity to work effectively under pressure while managing a diverse workload with competing priorities.
- Ability to work independently or collaboratively as part of a team.
Other Requirements
Essential
- Willingness to travel between hospital sites as necessary.
