PALS Coordinator

The Methodist Church in Britain; Orpington; Vor Ort; GBP 26.000 - 32.000; Vollzeit

Zusammenfassung

The Patient Advice and Liaison Service (PALS) Coordinator role at King's College Hospital NHS Foundation Trust is a patient-facing position focused on resolving concerns and providing information. You will manage a caseload from initial contact to resolution, offering clear advice and signposting while working with clinical teams to improve patient experience.

Strong communication, problem-solving and NHS knowledge are essential, with start date on or after 1 April 2027.

Qualifikationen

• Significant NHS or customer-facing experience, including handling queries by phone.
• Knowledge of NHS complaints procedure and Parliamentary and Health Service Ombudsman standards.
• Experience recording information and reporting on inPhase (nice to have).

Aufgaben

• Deliver a high-quality integrated service for people who want to complain or need help, advice or resolution of concerns or enquiries.
• Act as first point of contact for patients, families, carers and members of the public.
• Manage a caseload of patient concerns from initial contact through to resolution.
• Provide advice, support and signposting.
• Work closely with clinical and managerial teams to achieve timely outcomes.
• Identify themes and learning opportunities to improve patient experience.
• Help ensure patients' voices shape and improve services.

Kenntnisse

NHS experience

Customer service

Communication

Problem solving

Ausbildung

Degree level or NVQ Level 4

A level or above

Jobbeschreibung

This PALS Coordinator post sits in the Patient Advice and Liaison Service team at King's College Hospital NHS Foundation Trust, working across the Trust's services. It is the first point of contact for patients, families, carers and members of the public raising concerns or seeking information, managed through to resolution. The role suits someone with strong communication and problem-solving skills and a background in NHS or customer-facing work. Start date is on or after 1 April 2027.

What the job involves

• Deliver a high-quality integrated service for people who want to complain or need help, advice or resolution of concerns or enquiries
• Act as first point of contact for patients, families, carers and members of the public
• Manage a caseload of patient concerns from initial contact through to resolution
• Provide advice, support and signposting
• Work closely with clinical and managerial teams to achieve timely outcomes
• Identify themes and learning opportunities to improve patient experience
• Help ensure patients' voices shape and improve services

What's required

Qualifications

• Degree level or NVQ Level 4
• A level or above, or equivalent
• Customer care qualification or relevant experience
• Administration qualification or relevant experience

Experience

• Significant experience within the NHS or in a customer-facing role, including resolving queries by phone

Skills & knowledge

• Knowledge of the NHS complaints procedure and Parliamentary and Health Service Ombudsman complaints standards
• Knowledge of PALS core standards set out in Department of Health guidance

Nice to have

• Conflict resolution training
• Significant experience of recording information and reporting on inPhase
• Significant experience of using Epic