PALS Administrative Officer

Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust; Doncaster; On-site; GBP 22,000 - 30,000; Full time

Job summary

A regional healthcare provider is seeking a motivated PALS Administrative Officer to join their team at Doncaster Royal Infirmary. This role involves providing clerical and administrative support while acting as the first point of contact for patients and families. Ideal candidates will have excellent communication, organizational, and interpersonal skills to ensure that inquiries are handled efficiently and compassionately, contributing positively to patient experience. A commitment to resolving concerns and supporting the department is essential.

Benefits

NHS Pension Scheme

Generous holiday entitlement

Comprehensive health and wellbeing support

NHS Car Lease schemes

Discounts on restaurants and shopping

Qualifications

• Ability to provide high-quality clerical and administrative support.
• Experience handling enquiries via multiple communication channels.
• Commitment to providing a positive experience for all service users.

Responsibilities

• Act as the first point of contact for patients and families.
• Receive and respond to enquiries across various communication methods.
• Support the efficient day-to-day running of the PALS office.
• Liaise with staff across divisions and external organisations.
• Provide administrative support to the complaints management team.
• Contribute to managing concerns and complaints proactively.

Skills

Excellent communication skills

Organisational skills

Interpersonal skills

Clerical support

Job description

Overview

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

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.

Requirements / Qualifications

• Excellent communication, organisational, and interpersonal skills, along with a commitment to providing a positive experience for all service users.
• Ability to provide high-quality clerical and administrative support and handle enquiries via multiple channels.
• Willingness to signpost to the appropriate departments or personnel and to maintain accurate records and correspondence.

Benefits

• 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