Job summary
Are you passionate about helping people navigate their healthcare journey?
Do you have excellent communication skills and a strong sense of empathy? An exciting opportunity has arisen to join our dedicated Patient Advice and Liaison Service (PALS) team as a Senior PALS Officer, where you will play a vital role in supporting patients, families, carers and the work of the PALS team.
As a Senior PALS Officer, you will play a key role in ensuring that patients, carers, and relatives are listened to, supported and provided with clear and timely responses to their concerns. You will help drive service improvement through your work and contributions supporting projects.
What we're looking for:
Experience of managing and resolving complex complaints and/or concerns
Experience of dealing with conflict and conflict resolution
Excellent interpersonal, oral and written communication skills with the ability to process and understand complex information quickly
Experience of undertaking confidential work
Experience of remaining calm under pressure and confident managing competing priorities and deadlines
Confident prioritising effectively managing the team, own workload and fluctuating volume of work
Strong knowledge of NHS complaints regulations
Main duties of the job
- Respond to enquiries and concerns via phone, email, and in-person visits
- Manage enquiries and concerns in a responsive and timely way
- Manage complex and sensitive cases, ensuring issues are investigated promptly and outcomes are communicated clearly
- Maintain a good knowledge of Trust policies and procedures and developments
- Build and maintain good relationships with local partners and stakeholders
- Maintain accurate records of concerns and outcomes
- Liaise with relevant departments to investigate and resolve issues
- Signpost to relevant services and escalate serious concerns appropriately
- Deputise for the PALS manager where required and support the operational management of the PALS service
- Line manage and provide support and training to PALS support officers
- Support the PALS manager to identify and manage service improvements
- Participate and support in projects and manage administrative tasks related to the project
About us
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Person Specification
Education / qualifications
Essential
- Post graduate diploma or equivalent experience.
Experience
Essential
- Experience of managing and deciding on complex grievances, complaints and concerns
- Experience of dealing with conflict and working with colleagues to agree remedial action as required
- Able to assimilate complex information quickly and exercise initiative
- Sound knowledge of NHS complaints regulations.
Skills / knowledge / abilities
Essential
- Use of administrative systems
- Advanced experience of using Microsoft Word, Excel, PowerPoint and Outlook
- Experience of dealing with difficult situations
- Experience of working within a multidisciplinary team
Desirable
- Advanced experience of Microsoft project management
- Previous experience of staff management.
Communications skills
Essential
- Ability to communicate effectively with senior clinicians and managers both within and external to the organisation
Person Specification
Education / qualifications
Essential
- Post graduate diploma or equivalent experience.
Experience
Essential
- Experience of managing and deciding on complex grievances, complaints and concerns
- Experience of dealing with conflict and working with colleagues to agree remedial action as required
- Able to assimilate complex information quickly and exercise initiative
- Sound knowledge of NHS complaints regulations.
Skills / knowledge / abilities
Essential
- Use of administrative systems
- Advanced experience of using Microsoft Word, Excel, PowerPoint and Outlook
- Experience of dealing with difficult situations
- Experience of working within a multidisciplinary team
Desirable
- Advanced experience of Microsoft project management
- Previous experience of staff management.
Communications skills
Essential
- Ability to communicate effectively with senior clinicians and managers both within and external to the organisation
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).
