PALS Administrator and Receptionist

Job description

Job responsibilities

Telephone Duties

Answer the phone in a professional and courteous manner

Document patient complaints and concerns on to an IT system, including all contact information

Redirect calls if appropriate to the relevant member of staff

Reception Duties

Provide cover on reception, receiving and directing patients, visitors and staff in a courteous manner.

To direct and redirect telephone calls in a polite and friendly manner

Ensure staff presence on PALS reception throughout the day

To give non-clinical advice, information and guidance to patients, carers and visitors attending the centre

Booking Responsibilities

Manage the bookings and diary of the two PALS interview rooms ensuring that patients of relatives are booked and provide confirmation of booking.

Set expectations of patients and relatives who may wish to speak to PALS of expected time frames to speak to a member of staff.

Monitoring Phone lines, Email inbox and general admin duties

Ensure that phone calls are answered in a timely manner and assist the caller in reaching the required member of staff.

Document patient contact information if the patient requests a call back.

Monitor the PALS mailbox and transcribe new concerns onto the PALS datix module

Filing confidential documentation

Photocopying information as and when required

Email template documents to staff and patients

Transfer documentation from email to the PALS Datix module

Communication and Relationships

To maintain a friendly, efficient and courteous service

Liaise with the patients and relatives, members of the public and NHS staff.

General Duties

To assist with the process of making appointments

Handling any post or internal mail

Prioritise work to meet deadlines

Maintain and update records on the PALS Datix module

Monitor and order stationary stores

All staff have a duty to make effective use of resources

Make effective use of UHL resources

Person Specification

Essential & desirable criteria

Essential

• Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Desirable

• Experience of working within admin in the NHS

Essential & desirable

Essential

• Is able to analyse information, act upon it and escalate to a senior manager when appropriate

Essential & desirable

Essential

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.

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.

Certificate of Sponsorship

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).

Employer details

Employer name

University Hospitals of Leicester NHS Trust

Address

The Firs, Glenfield Hospital

Groby Road

Leicester

LE3 9QP

Employer's website

https://www.jobsatleicestershospitals.nhs.uk/ (Opens in a new tab)