PALS Admin Officer

Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust; Doncaster; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading healthcare provider in Doncaster seeks a motivated PALS Administrative Officer to join their administrative team. This role focuses on delivering a compassionate service to patients, handling queries, maintaining records, and building positive relationships across departments. The ideal candidate will possess excellent communication and organisational skills and a commitment to fostering a positive experience for all service users. The role also supports flexible working arrangements.

Benefits

Extensive range of learning opportunities

NHS Pension Scheme

Generous holiday entitlement

Health and wellbeing support

NHS Car Lease schemes

Discounts on restaurants and shopping

Qualifications

• Ability to manage patient queries efficiently.
• Commitment to providing a positive experience for all service users.
• Experience in handling sensitive information.

Responsibilities

• Act as the first point of contact for patient feedback.
• Respond to enquiries through various communication methods.
• Support daily running of the PALS office.
• Contribute to proactive management of concerns and complaints.

Skills

Excellent communication

Organisational skills

Interpersonal skills

Empathy

Job description

We are pleased to offer an exciting opportunity for a motivated and organised individual to join our Patient Advice and Liaison Service (PALS) administrative team, based at Doncaster Royal Infirmary. As a PALS Administrative Officer, you will play a key role in supporting the delivery of a responsive and compassionate service to our patients, relatives and service users. You will provide a high standard of clerical and administrative support within the department, ensuring all enquiries are managed efficiently, professionally, and with empathy. You will be responsible for handling patient queries, maintaining accurate records, and ensuring that all correspondence is dealt with promptly. Where appropriate, you will signpost individuals to the correct departments or personnel, helping to ensure that every enquiry is resolved in a timely and effective manner.

Responsibilities

• Act as the first point of contact for patients, families, and carers wishing to provide feedback or raise concerns about Trust services.
• Receive and respond to enquiries via a range of communication methods including email, postal correspondence, face‑to‑face interactions, and telephone calls.
• Listen sensitively to feedback and concerns, aiming to resolve issues promptly where possible or appropriately direct enquiries to the relevant department or service.
• Support the efficient day‑to‑day running of the PALS office, maintaining accurate records, correspondence, and administrative systems.
• Liaise and build positive working relationships with staff across all divisions and services within the Trust, as well as with external organisations such as independent complaints advocacy services.
• Provide administrative support to the Trust's complaints management team, ensuring all processes align with statutory requirements, national guidance, and local policies.
• Contribute to the proactive management of concerns and complaints, helping to promote a culture of openness, learning, and continuous improvement across the organisation.

This role requires excellent communication, organisational, and interpersonal skills, along with a commitment to providing a positive experience for all service users.

DBTH is one of Yorkshire's leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues. At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions. As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under‑represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

Benefits

• Extensive range of learning opportunities
• NHS Pension Scheme
• Generous holiday entitlement in line with Terms & Conditions
• Comprehensive health and wellbeing support
• NHS Car Lease schemes and a range of salary sacrifice scheme
• Discounts on restaurants, getaways, shopping and finance through external providers