Job summary
PALS (the Patient Advice and Liaison Service) offers support, information and assistance to patients, relatives and visitors. As a PALS support officer, you will not only be helping individuals. You will also play a crucial role in delivering our MyChart helpdesk. MyChart is part of our Epic electronic patient record system, and enables patients to access their clinical information.
Main duties of the job
1.To deliver a user-friendly, accessible and effective MyChart Helpdesk function
2. To support the delivery of the Patient Advice and Liaison Service, including helpdesk
3. To support the delivery of the interpreting contract
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
For details and main responsibilities please refer to the appended job descriptions and patient specification
Job description
Job responsibilities
For details and main responsibilities please refer to the appended job descriptions and patient specification
Person Specification
Education and qualification
Essential
- Good general education including at least 4 GCSE grades 5-9 (A-C) including English or equivalent qualifications
Desirable
- NVQ Level 3 business administration (or equivalent)
- Evidence of continuous professional development
Knowledge and experience
Essential
- Proven administration and organisational experience in a customer facing role
- Experience of dealing with highly charged and emotional situations that involve patients, relatives, carers and the public
- Experience of working autonomously within a highly pressurised environment
- Significant experience of engaging with a wide range of key stakeholders both within and external to an organisation
Desirable
- Knowledge and understanding of the principles of consent and Data Protection legislation
- Knowledge and understanding of Equality and Diversity legislation relating to public services
- Significant experience of recording information and reporting on InPhase, Datix or any other risk management system
- Experience of working collaboratively with multidisciplinary and multi-agency teams
- Experience of mediation or conciliation
Skills and competencies
Essential
- Ability to demonstrate advanced use of software programmes such as Outlook, Word, Excel, Access and PowerPoint
- Good written and verbal communication skills with a professional and courteous manner
- Ability to communicate with people whose first language is not English and disabled people that may affect their communication
- Ability to demonstrate tact and diplomacy when handling sensitive issues combined with an ability to defuse hostility and aggression
- Ability to work under pressure analysing information to seek solutions to problems
- Ability to prioritise workload, to be organised and flexible to changing situations
- Exceptional attention to detail and outstanding numerical skills
- Friendly and approachable manner
Person Specification
Education and qualification
Essential
- Good general education including at least 4 GCSE grades 5-9 (A-C) including English or equivalent qualifications
Desirable
- NVQ Level 3 business administration (or equivalent)
- Evidence of continuous professional development
Knowledge and experience
Essential
- Proven administration and organisational experience in a customer facing role
- Experience of dealing with highly charged and emotional situations that involve patients, relatives, carers and the public
- Experience of working autonomously within a highly pressurised environment
- Significant experience of engaging with a wide range of key stakeholders both within and external to an organisation
Desirable
- Knowledge and understanding of the principles of consent and Data Protection legislation
- Knowledge and understanding of Equality and Diversity legislation relating to public services
- Significant experience of recording information and reporting on InPhase, Datix or any other risk management system
- Experience of working collaboratively with multidisciplinary and multi-agency teams
- Experience of mediation or conciliation
Skills and competencies
Essential
- Ability to demonstrate advanced use of software programmes such as Outlook, Word, Excel, Access and PowerPoint
- Good written and verbal communication skills with a professional and courteous manner
- Ability to communicate with people whose first language is not English and disabled people that may affect their communication
- Ability to demonstrate tact and diplomacy when handling sensitive issues combined with an ability to defuse hostility and aggression
- Ability to work under pressure analysing information to seek solutions to problems
- Ability to prioritise workload, to be organised and flexible to changing situations
- Exceptional attention to detail and outstanding numerical skills
- Friendly and approachable manner
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
