Description
We are looking for a compassionate, proactive and highly organised PALS Coordinator to join our Patient Advice and Liaison Service (PALS) team. In this rewarding role, you will be the first point of contact for patients, families, carers and members of the public who wish to raise concerns, seek information or provide feedback about Trust services.
Working across the Trust, you will manage a caseload of patient concerns from initial contact through to resolution, providing advice, support and signposting while working closely with clinical and managerial teams to achieve timely outcomes. You will play a key role in improving patient experience, identifying themes and learning opportunities.
This is an excellent opportunity for an individual with strong communication, problem-solving and customer service skills who is passionate about delivering person-centred care and ensuring that patients' voices help shape and improve services.
Main duties of the job To deliver a high-quality integrated service for patients, carers and members of the public who want to make a complaint or who are seeking information, help, advice and/or the resolution of concerns or enquiries
Benefits
- Agenda for Change pay scheme
- Band 5 salary: £36,943 to £44,900 a year per annum, including high cost allowance
- Permanent, full-time contract
Requirements
- Educated to a degree level or NVQ Level 4
- Educated to 'A' Level or above or equivalent
- Customer care qualification or relevant experience
- Administration qualification or relevant experience
- Significant experience of working within the NHS or in a customer facing role with track record of answering and resolving queries over the phone
- Knowledge of the NHS complaints procedure and Parliamentary and Health Service Ombudsman complaints standards
- Knowledge of Patient Advice and Liaison Service core standards as set out in Department of Health guidance