Job summary
We are looking for a compassionate and proactive Patient Relations Officer to join our dedicated Patient Advice and Liaison Service (PALS) Team.
This is a key front-line role in helping to deliver a high-quality, patient-centred experience. As a key member of the PALS Team, you will provide an effective, responsive, and empathetic service to patients, families, carers, and enquirers--aligned with national standards, best practice and our patient relations policies.
You'll offer accurate information, confidential support, and practical advice, with a strong focus on de-escalating concerns and resolving real-time issues. This is a fast-paced role that demands excellent customer care skills and a calm, solution-focused approach.
Main duties of the job
The post-holder will work independently, using their own initiative and be directly responsible for:
Acting as a key point of contact for patients, families, carers, and enquirers, offering timely and empathetic support.
Providing accurate information, advice, and confidential guidance in line with national standards and UHB policies.
Proactively de-escalate concerns and resolve real-time issues with professionalism and care.
Contributing to a dynamic and responsive service that champions excellence in patient relations.
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications
Essential
- *Educated to degree level, NVQ Level 4 equivalent, or substantial experience/ knowledge to degree level equivalent.
- *Minimum English qualification -- GCSE grade A-C/4-9
Desirable
- *To have an understanding of the NHS national complaints regulations.
Experience
Essential
- *Experience of working with patients and families, including handling complex issues and behaviours.
- *Experience of working as part of a team.
- *Experience of producing reports.
- *Experience of negotiating with staff of all grades/ professional groups and members of the public.
- *Experience of using Radar or similar database.
- *Experience of structured letter writing in a professional style.
- *Proven working knowledge of Microsoft Office applications: e.g. Outlook/Word/Excel.
- *Experience of managing own workload.
- *Experience of interrogating patient record systems.
- *Specialist knowledge of PALS and complaints practice, policies and compliance requirements.
- *Knowledge of the NHS Complaints Regulations.
- *Knowledge of the Parliamentary and Health Service Ombudsman (PHSO).
- *Understanding of the issues and policies around equality.
- *Knowledge relating to GDPR, duty of confidentiality, safeguarding and consent.
Desirable
- *Experience of managing a PALS/Complaints caseload or equivalent case handling.
- *Experience/knowledge of using and developing Radar.
- *Experience/knowledge of mediation.
- *Experience of facilitating meetings.
Additional Criteria
Essential
- *Excellent interpersonal and customer service skills.
- *Ability to plan, prioritise and manage workload on a day-to-day basis,responding to changes requiring adjustment of plans at short notice.
- *Able to identify problems and propose solutions or improvements.
- *Ability to understand, manage and resolve complex, sensitive or contentious issues.
- *Ability to manage conflict and diffuse difficult situations.
- *Ability to mediate, negotiate with and influence others.
- *Ability to write a professional response or letter.
- *Excellent organisation skills, written and verbal communication.
- *Proficient in the use of MS Office.
- *Excellent standard of written English, including the correct use of grammar.
- *Able to use own initiative.
- *Ability to complete accurate data entry in a timely manner.
- *Empathic and caring attitude.
- *Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating, training, reassurance.
- *Ability to produce and deliver written and verbal reports.
- *Able to work and travel across all UHB sites as required by the role.
- *Able to work without supervision in a challenging and busy environment while meeting tight deadlines.
- *Able to think clearly under pressure, reach decisions and take appropriate actions.
- *Ability to work with and engage staff at all levels.
- *Ability to demonstrate empathy and support towards patients and their carers, relatives and representatives.
- *Proactive and innovative approach.
- *Self-motivated.
Desirable
- *Able to chair and facilitate meetings.
Person Specification
Qualifications
Essential
- *Educated to degree level, NVQ Level 4 equivalent, or substantial experience/ knowledge to degree level equivalent.
- *Minimum English qualification -- GCSE grade A-C/4-9
Desirable
- *To have an understanding of the NHS national complaints regulations.
Experience
Essential
- *Experience of working with patients and families, including handling complex issues and behaviours.
- *Experience of working as part of a team.
- *Experience of producing reports.
- *Experience of negotiating with staff of all grades/ professional groups and members of the public.
- *Experience of using Radar or similar database.
- *Experience of structured letter writing in a professional style.
- *Proven working knowledge of Microsoft Office applications: e.g. Outlook/Word/Excel.
- *Experience of managing own workload.
- *Experience of interrogating patient record systems.
- *Specialist knowledge of PALS and complaints practice, policies and compliance requirements.
- *Knowledge of the NHS Complaints Regulations.
- *Knowledge of the Parliamentary and Health Service Ombudsman (PHSO).
- *Understanding of the issues and policies around equality.
- *Knowledge relating to GDPR, duty of confidentiality, safeguarding and consent.
Desirable
- *Experience of managing a PALS/Complaints caseload or equivalent case handling.
- *Experience/knowledge of using and developing Radar.
- *Experience/knowledge of mediation.
- *Experience of facilitating meetings.
Additional Criteria
Essential
- *Excellent interpersonal and customer service skills.
- *Ability to plan, prioritise and manage workload on a day-to-day basis,responding to changes requiring adjustment of plans at short notice.
- *Able to identify problems and propose solutions or improvements.
- *Ability to understand, manage and resolve complex, sensitive or contentious issues.
- *Ability to manage conflict and diffuse difficult situations.
- *Ability to mediate, negotiate with and influence others.
- *Ability to write a professional response or letter.
- *Excellent organisation skills, written and verbal communication.
- *Proficient in the use of MS Office.
- *Excellent standard of written English, including the correct use of grammar.
- *Able to use own initiative.
- *Ability to complete accurate data entry in a timely manner.
- *Empathic and caring attitude.
- *Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating, training, reassurance.
- *Ability to produce and deliver written and verbal reports.
- *Able to work and travel across all UHB sites as required by the role.
- *Able to work without supervision in a challenging and busy environment while meeting tight deadlines.
- *Able to think clearly under pressure, reach decisions and take appropriate actions.
- *Ability to work with and engage staff at all levels.
- *Ability to demonstrate empathy and support towards patients and their carers, relatives and representatives.
- *Proactive and innovative approach.
- *Self-motivated.
Desirable
- *Able to chair and facilitate meetings.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
