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Patient Advice and Liaison Service Officer

2 months ago

Oxford, Oxfordshire, United Kingdom NHS South Central and West Commissioning Support Unit Full time
About the Role

The Patient Advice and Liaison Service (PALS) is a vital part of the NHS South Central and West Commissioning Support Unit's Clinical Quality service, providing a flexible and responsive service to patients, their families, carers, and the public.

Key Responsibilities
  • Deliver a PALS service on behalf of the NHS South Central and West Commissioning Support Unit and its customers to service users, their advocates, and the public.
  • Communicate with patients to provide a high-quality service, helping to resolve concerns and issues regarding healthcare services as they arise.
  • Contribute to the development and delivery of wider clinical quality initiatives.
Requirements
  • Significant experience working with people in an advisory, support role, or customer service role.
  • Experience working within a Health, Voluntary, or Social Care Setting.
  • Excellent written, verbal, and personal communication skills.
  • Ability to work on own initiative, organising and prioritising own workload to set deadlines.
  • Understanding of and commitment to equality of opportunity and good working relationships.
What We Offer

The Patient Advice and Complaints Team is a knowledgeable, supportive, and inclusive team that values excellent communication skills and the ability to work independently and as part of a multi-disciplinary team.

Person SpecificationValues & Behaviours
  • Customer Excellence
  • Aspirational
  • Collaborative
  • Insightful
  • Respectful
Knowledge & Experience
  • Working knowledge of Microsoft Office, including Word and Excel.
Education
  • Educated to Degree level or an equivalent level of knowledge gained through previous experience.
Skills & Capabilities
  • Excellent verbal and written communication skills, with the ability to present information to a variety of internal and external audiences.
  • Comfortable and effective in a representational role.
  • Excellent people/customer care skills, including an impeccable telephone manner.
  • Excellent liaison and negotiating skills.
  • Problem-solving skills.
  • Able to work on own initiative, organising and prioritising own workload to set deadlines.
  • Understanding of and commitment to equality of opportunity and good working relationships.
  • Excellent customer service skills; an ability to maintain confidentiality and trust.
  • Good time keeping.
  • Flexible approach to work.