Job summary
The Patient Advice and Liaison Service (PALS) is the central point of contact for patients, carers and visitors. It provides on-the-spot information and advice and facilitates the resolution of informal concerns that are raised via the PALS Office in a variety of means, including telephone, face-to-face, webform, email and letter.
The post holder will provide an efficient and effective service in addressing concerns as well as directly providing information/signposting to other services and early resolution of non-complex concerns. The post holder will act as the first point of contact for patients/carers/visitors and staff communicating with the PALS Department. The successful candidate will be a person who enjoys the challenge of resolving concerns whilst working with patients and families in this fast-paced role.
Main duties of the job
The PALS Officer is an essential role in providing an accessible and confidential service to patients, carers and their families, to support the resolution of informal concerns.
The role demands a high level of effective and compassionate communication and negotiation skills, both written and verbal, to work with members of the public, external bodies and a wide range of staff across the organisation. You will be able to demonstrate excellent verbal and written communication skills, adaptable and flexible to pressures, and be able to use your own initiative.
As part of the role you will be expected to engage with services across the Trust and manage enquiries from members of the public in a timely and efficient manner, acting as a facilitator and mediator, and utilising written and verbal communication and negotiation skills to support the effective provision of the Trust's PALS and Complaints function.
You will need to have experience of liaising directly with members of the public over the telephone and in person, and will support our vision of providing an accessible service to all users.
About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.
Benefits include; 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, support with stress, bereavement, relationships, finance, and much more.
Job description
Job responsibilities
The job description gives an overview of the main tasks and responsibilities of the role, and the person specification focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Job description
Job responsibilities
The job description gives an overview of the main tasks and responsibilities of the role, and the person specification focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person Specification
Qualifications
Essential
- Good standard of education including good written and verbal English and (GCSE pass or equivalent)
Desirable
- Evidence of customer service training or qualification
- European Computer Driving Licence or equivalent IT qualification or experience
Experience
Essential
- Customer service experience including directly liaising and supporting a range of people from different background
- Proficient use of Microsoft Word, MS Excel, MS Power-point & Email system
- Experience of liaising with external stakeholders and partner organisations
- Experience of dealing with challenging or upset people or experience or 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
Desirable
- NHS or equivalent health and social care experience
- Experience of using patient safety management systems including Ulysses, Datix or other risk management systems
Knowledge
Essential
- Excellent verbal and written communication skills
- Able to organise and prioritise work
- Ability to work as part of a team
- Be able to use own initiative and good organisational skills
- Knowledge of confidentiality procedures pertaining to Data Protection Act
- Ability to work to deadlines
Desirable
- Awareness and understanding of NHS Trust administrative structures
Person Specification
Qualifications
Essential
- Good standard of education including good written and verbal English and (GCSE pass or equivalent)
Desirable
- Evidence of customer service training or qualification
- European Computer Driving Licence or equivalent IT qualification or experience
Experience
Essential
- Customer service experience including directly liaising and supporting a range of people from different background
- Proficient use of Microsoft Word, MS Excel, MS Power-point & Email system
- Experience of liaising with external stakeholders and partner organisations
- Experience of dealing with challenging or upset people or experience or 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
Desirable
- NHS or equivalent health and social care experience
- Experience of using patient safety management systems including Ulysses, Datix or other risk management systems
Knowledge
Essential
- Excellent verbal and written communication skills
- Able to organise and prioritise work
- Ability to work as part of a team
- Be able to use own initiative and good organisational skills
- Knowledge of confidentiality procedures pertaining to Data Protection Act
- Ability to work to deadlines
Desirable
- Awareness and understanding of NHS Trust administrative structures
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).
