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Patient Advice and Liaison Service Officer
2 months ago
The Patient Advice and Liaison Service (PALS) Officer is a key position within Tameside and Glossop Integrated Care NHS Foundation Trust, serving a community of 250,000 people across Tameside & Glossop. The successful candidate will provide an efficient and effective service in addressing concerns, providing information, and facilitating the resolution of informal complaints.
Key Responsibilities- Provide an accessible and confidential service to patients, carers, and their families, supporting the resolution of informal concerns.
- Engage with services across the Trust and manage enquiries from members of the public in a timely and efficient manner.
- Act as a facilitator and mediator, utilizing written and verbal communication and negotiation skills to support the effective provision of the Trust's PALS and Complaints function.
- Liaise directly with members of the public over the telephone and in person, supporting our vision of providing an accessible service to all users.
- Good standard of education, including good written and verbal English and a GCSE pass or equivalent.
- Customer service experience, including directly liaising and supporting a range of people from different backgrounds.
- Proficient use of Microsoft Word, MS Excel, MS PowerPoint, and Email system.
- Experience of liaising with external stakeholders and partner organizations.
- Experience of dealing with challenging or upset people or experience of responding to complaints and concerns.
- Administration experience, including the writing of reports, letters, and the administration and management of meetings.
- Previous experience of working in a corporate Office environment.
- NHS or equivalent health and social care experience.
- Experience of using patient safety management systems, including Ulysses, Datix, or other risk management systems.
Tameside and Glossop Integrated Care NHS Foundation Trust is committed to improving health outcomes for our population and influencing wider determinants of health through collaboration with our health & care partners. We believe that the best organizations are those that reflect the communities they serve, and we actively encourage applications from diverse candidates.
We offer a range of benefits, including flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, and support with stress, bereavement, relationships, finance, and more.
